Telecom companies could face financial disincentives for mishandling consumer complaints and delaying performance reports, under new rules issued by the Telecom Regulatory Authority of India (TRAI).
The amendment also makes it mandatory for service providers to equip their complaint centres or consumer support centres with dedicated desks or helplines for persons with disabilities. The Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, aim to strengthen consumer protection through faster complaint resolution, round-the-clock customer support and greater accountability of service providers.
TRAI said the changes would provide consumers with greater convenience while giving service providers flexibility in managing complaint centres.
Their mobile applications, websites and portals must have accessibility features in accordance with government guidelines. The amendment provides for financial disincentives in cases where complaints or appeals are disposed of in violation of the regulations.
TRAI said the amendments would strengthen consumer grievance redressal through “enhanced digital access available to consumers, round-the-clock Complaint Centre support, improved accessibility for Persons with Disabilities and faster filing and disposal of complaints and appeals”.
