Regulators
TRAI proposes updated telecom complaint rules for digital-first consumers
Draft amendment aims to modernise grievance redressal across apps and portals
NEW DELHI: Telecom Regulatory Authority of India has released the Draft Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026, proposing a series of changes aimed at modernising how telecom consumers register and track complaints.
The draft amendment seeks to update the existing complaint redressal framework first introduced under the Telecom Consumers Complaint Redressal Regulation 2012. The original regulation, notified in January 2012, has previously undergone amendments in 2012, 2013 and 2014.
According to TRAI, consumer engagement channels have evolved significantly over the past decade. While Interactive Voice Response Systems (IVRS) continue to remain relevant, users are increasingly relying on mobile applications, websites, chatbots and email-based support systems for raising and monitoring complaints.
The regulator said several provisions in the current framework now require modification to improve the efficiency and accessibility of complaint handling systems. Proposed changes also focus on simplifying the appeals process for consumers dissatisfied with how their complaints are addressed.
The draft regulation has been uploaded on TRAI’s official website for public consultation. Stakeholders can submit written comments by 5 June 2026, preferably through email.
For queries and clarifications, TRAI advisor (CA) Vivek Khare can be contacted through the authority’s consumer affairs division.
The move reflects TRAI’s broader push to align telecom consumer protection mechanisms with changing digital habits, as complaint resolution increasingly shifts from call centres to app screens and online platforms.
