Kamal Ghorui
Telecom regulator Trai on Thursday proposed a stronger consumer grievance redressal framework for telecom operators, including penalties of up to Rs 50 lakh per quarter for improper handling or disposal of customer complaints, PTI reported.The proposed Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026 aims to make complaint registration and tracking more transparent and accessible for telecom subscribers.Under the draft rules, telecom operators will be required to provide clear complaint registration facilities through their websites, mobile applications and chatbots, along with regular status updates on grievances raised by consumers.The Telecom Regulatory Authority of India (Trai) said that if audits find complaints or appeals were improperly dismissed or unsatisfactorily resolved, financial disincentives would be imposed on service providers.According to the draft regulation, telecom companies could face a penalty of Rs 1,000 for every improperly dismissed or poorly handled complaint.For improper disposal of appeals, the penalty would rise to Rs 5,000 per violation.“Provided that the maximum amount of financial disincentive payable by a service provider shall not exceed rupees fifty lakhs per quarter for the licensed/authorised service area,” the draft regulation stated.Trai has also proposed that consumers should be able to register complaints, appeals, service requests and queries through digital platforms with options to upload additional details through text or voice notes.“In case the consumer prefers to give additional information or in the absence of suitable options, the app/portal shall further provide an option for the complainant to share the details of their issue by entering text or via voice note,” the draft said.The regulator further proposed mandatory updates on complaint status, action taken and estimated timelines for resolution through the app or portal interface until final closure of the grievance.Trai also suggested that all telecom operators create a prominently displayed ‘Consumer Corner’ on their websites containing details of complaint centres, appellate authorities, consumer satisfaction surveys and quarterly performance reports.The regulator has invited stakeholder comments on the draft regulation by June 5.
