The Telecom Regulatory Authority of India (TRAI) on Thursday released the Draft Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026, seeking stakeholder comments on proposed changes aimed at modernising and improving the telecom consumer grievance redressal framework.
The proposed amendments seek to update the existing complaint handling mechanism in line with evolving modes of consumer engagement and technological advancements since the original Telecom Consumers Complaint Redressal Regulation, 2012, was notified on January 5, 2012. The regulation had earlier been amended in 2012, 2013 and 2014.
According to TRAI, while Interactive Voice Response Systems (IVRS) continue to remain relevant, telecom consumers today increasingly rely on mobile applications, web portals, chatbots and emails to register and track complaints. The regulator said several provisions of the current framework now require modification to improve the efficiency, effectiveness and accessibility of complaint handling systems.
The draft amendment also proposes changes to the appeal mechanism available to consumers dissatisfied with the handling of their complaints. TRAI said the revised provisions aim to enhance clarity, operational efficiency, consumer convenience and accessibility in the appeals process.
The draft regulations have been uploaded on TRAI’s official website for public consultation. Stakeholders, including telecom operators, consumer groups and industry representatives, have been invited to submit their comments by June 5, 2026.
TRAI said that written comments may be sent via email to the office of Advisor (Consumer Affairs) on its website (www.trai.gov.in).
