Telecom complaints must be handled 24x7 and in apps under new TRAI rules

India's telecom regulator has overhauled the rules for how internet and telecom companies handle customer complaints, adding round-the-clock support, in-app complaint filing and a mandatory customer satisfaction survey.

The Telecom Regulatory Authority of India (TRAI) issued the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026 on 2 November. It had published a draft on 7 May, received 32 comments and 24 counter-comments, and held an online open house on 17 July before finalising the text.

What changes for consumers

• Apps: complaints, appeals, service requests and queries can be made through the provider's mobile app, besides existing channels.
• 24x7 support: complaint centres must be available round the clock, up from the earlier 16-hour arrangement. Support may use human staff, automated systems or AI agents, but human assistance must be available at least 16 hours a day and technology must work under human oversight.
• Accessibility: providers must have desks or helplines able to take calls from persons with disabilities, and their apps and websites must meet accessibility guidelines.
• Faster appeals: the time to appeal after a complaint is closed falls from 30 days to 15 days, and the appellate authority must decide within 15 days. Its members must be regular employees with at least five years' experience. The advisory committee route is dropped.
• Feedback survey: after a complaint or appeal is closed, providers must run an online survey on a five-point scale and publish results quarterly.

Oversight and scope

Providers must put a quarterly report on complaints, appeals and survey results before their CEO or board, and set up a Consumer Grievance Redressal Oversight Committee. The rules apply to internet service providers with more than 10,000 subscribers; the earlier alternative test of annual turnover above ₹5 crore has been removed.

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Source: official release by the Ministry of Communications, issued through the Press Information Bureau, Government of India (02 NOV 2026 6:08PM by PIB Delhi). Read the full official text: TRAI issues the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026.