Under the draft Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026, telecom operators must provide easy ways for users to register complaints through websites, mobile apps, and chatbots. The move comes as TRAI proposes ₹50 lakh fine on telcos for poor complaint handling if companies fail to properly resolve customer grievances.

The regulator also suggested penalties of ₹1,000 for each wrongly dismissed complaint and ₹5,000 for each improperly handled appeal. However, the total fine in a telecom circle will not exceed ₹50 lakh per quarter.

TRAI also asked telecom companies to create a visible “Consumer Corner” on their websites. This section should include complaint centres, appellate authority details, customer satisfaction surveys, and quarterly performance reports.

The proposal aims to strengthen consumer protection and improve accountability in India’s telecom sector.

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