TRAI Complaint Redressal Rules: What Broadband Users Get

The telecom regulator has notified new TRAI complaint redressal rules that change how broadband providers must handle your complaints. The rules add app-based filing, round-the-clock complaint centres and a faster appeal window. They also come with a separate interconnection amendment that takes effect from 1 January 2027, as reported by The Week.

What the TRAI complaint redressal rules change

The changes sit in the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026. According to The Week’s report, they apply to internet service providers with more than 10,000 subscribers. However, the older test based on a turnover figure has been removed.

First, you can now raise complaints, appeals, service requests and queries through the provider’s mobile app. Earlier, the website, portal and complaint centre were the main routes. Also, complaint centres must now work every day, round the clock.

Providers may use AI agents or other automation. However, a human agent must be available for at least 16 hours each day. So a chatbot alone is not enough.

Faster appeals and accountability

Still, if you are unhappy with how a complaint was closed, you can appeal. However, the window for that appeal falls from 30 days to 15 days. Then the appellate authority must then decide within 15 days.

That authority must include regular management employees with at least five years of experience. In short, the appeal cannot be left to junior staff alone.

Then, after each complaint or appeal is resolved, the provider must run a five-point feedback survey. So results must be published every quarter. A quarterly report must also go to the CEO or the board.

Providers must also keep dedicated desks or helplines for persons with disabilities. Their apps, websites and portals must follow government accessibility standards. Meanwhile, an oversight committee must review the grievance system at least once a year, and it must include consumer organisations.

What the interconnection amendment means

The second change is the Telecommunication Interconnection (Third Amendment) Regulations, 2026. It takes effect on 1 January 2027. It is mostly about how operators hand traffic to each other, so you will not see it on your bill.

Traffic currently handed over using older charging areas will move to operator-based Licensed Service Areas. Then, existing connection points must migrate in phases within three years. Also, new interconnections must use IP-based systems. Late payment of interconnection charges will attract interest, capped at the SBI one-year MCLR plus 2 percent.

What you can do now

For example, check whether your broadband provider has an app and whether it lists a complaint option. Also, keep the complaint number and date for every issue. Then, if the reply is poor, use the appeal route within the shorter 15-day window once the rules apply to your provider.

For related changes, see our note on CNAP caller name display, and our guide to checking mobile connections in your name.

FAQ

Do the TRAI complaint redressal rules apply to mobile operators?

The report describes the rules as applying to internet service providers above 10,000 subscribers. It does not say how they apply to mobile operators. Check the official notification before assuming either way.

When do the new complaint rules start?

The report does not state a start date for the complaint redressal amendment. The interconnection amendment starts on 1 January 2027.

Can a provider use only a chatbot for complaints?

No. Automation is allowed, but a human agent must be available for at least 16 hours daily. Complaint centres must also run round the clock.