Trai proposes stricter complaint rules for telcos; penalties may go up to Rs 50 lakh per quarter – The Times of India

Telecom regulator Trai on Thursday proposed a stronger client grievance redressal framework for telecom operators, together with penalties of up to Rs 50 lakh per quarter for improper dealing with or disposal of buyer complaints, PTI reported.The proposed Telecom Customers Complaint Redressal (Fourth Modification) Regulation, 2026 goals to make complaint registration and monitoring extra clear and accessible for telecom subscribers.Beneath the draft rules, telecom operators might be required to present clear complaint registration services by way of their web sites, cell purposes and chatbots, together with common standing updates on grievances raised by customers.The Telecom Regulatory Authority of India (Trai) mentioned that if audits discover complaints or appeals have been improperly dismissed or unsatisfactorily resolved, monetary disincentives can be imposed on service suppliers.In accordance to the draft regulation, telecom corporations might face a penalty of Rs 1,000 for each improperly dismissed or poorly dealt with complaint.For improper disposal of appeals, the penalty would rise to Rs 5,000 per violation.“Supplied that the utmost quantity of monetary disincentive payable by a service supplier shall not exceed rupees fifty lakhs per quarter for the licensed/authorised service space,” the draft regulation acknowledged.Trai has additionally proposed that customers ought to give you the option to register complaints, appeals, service requests and queries by way of digital platforms with choices to add extra particulars by way of textual content or voice notes.“In case the buyer prefers to give extra data or within the absence of appropriate choices, the app/portal shall additional present an possibility for the complainant to share the small print of their challenge by coming into textual content or by way of voice notice,” the draft mentioned.The regulator additional proposed necessary updates on complaint standing, motion taken and estimated timelines for decision by way of the app or portal interface till last closure of the grievance.Trai additionally advised that every one telecom operators create a prominently displayed ‘Shopper Nook’ on their web sites containing particulars of complaint centres, appellate authorities, client satisfaction surveys and quarterly efficiency studies.The regulator has invited stakeholder feedback on the draft regulation by June 5.