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).
Their mobile applications, websites and portals must have accessibility features in accordance with government guidelines. To improve accountability, service providers will have to conduct online feedback surveys after complaints and appeals are resolved. 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. The survey will assess consumer satisfaction on a five-point scale, ranging from “Fully Satisfied” to “Totally Dissatisfied”. 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”.
