Internet service providers: TRAI strengthens consumer grievance redressal system; fines upto Rs 20 lakh

NEW DELHI: Telecom companies will now have to provide 24x7 consumer support through complaint centres, instead of their existing 16-hour arrangement. Telcos failing to comply with the new rules will face steep fines of upto Rs 20 lakh.The time limit for filing an appeal following disposal of a complaint has been halved from 30 days to 15 and consumers will now be able to do so through the service provider’s mobile application, website or portal also in addition to the existing channels of email, post, in person to ensure faster resolution of appeal. The appellate authority will have to decide an appeal within 15 days of receiving the same.The new rules come in force with the Telecom Regulatory Authority of India (TRAI) on Monday issuing “telecom consumers complaint redressal (fourth amendment) regulations, 2026” applicable to internet service providers having more than 10,000 subscribers.“Complaint centres will be available round the clock on all days of the week, instead of the existing 16-hour arrangement…. Human assistance shall be available for at least sixteen hours daily. Technology-based solutions shall function with appropriate human oversight,” say the new rules.“The appellate authority has been made more responsible through the present amendment. It has been mandated that the appellate authority shall comprise one or more persons who are regular employees in the management of the service provider and also possess at least five years’ experience,” it says. The earlier process of resolution of appeal cases through an advisory committee has been dispensed with in order to ensure efficient and time-bound resolution of appeal cases.“A new mechanism of ‘feedback survey’ has been introduced. Upon resolution or closure of a complaint or appeal, the service provider shall conduct an online feedback survey to assess the consumer’s satisfaction with the resolution. Feedback shall be obtained on a five-point scale, ranging from ‘fully satisfied’ (5 points) to “totally dissatisfied” (1 point). The service provider shall publish the results of such feedback surveys on its website on a quarterly basis.”TRAI had this may released a consultation paper for changing grievance redressal mechanism. After inviting public comments and incorporating the same, the final rules were issued Monday.You use AI every day. Now get your AI Quotient. Take the AIQ test.