The Telecom Regulatory Authority of India has rewritten the TRAI complaint redressal rules for internet service providers, and the biggest change is a shorter appeal window of 15 days. The Week reported the new norms on 3 November 2026.

For readers in India, this means faster answers when your broadband connection fails and a clearer route when the first answer is not good enough. Still, the rules only help if providers follow them.

Quick answer

  • Appeal window after a closed complaint: 15 days, down from 30.
  • The appeal must be decided within 15 days.
  • Complaints can be filed through the provider’s mobile app as well as web, portal and complaint centre.
  • Complaint centres must run every day, all day, with a human available at least 16 hours daily.
  • Covers internet service providers with more than 10,000 subscribers.

What the TRAI complaint redressal rules change

The changes come through the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026. First, the earlier turnover test of ₹5 crore has been dropped. Instead, any provider with more than 10,000 subscribers must follow the rules.

Also, the app is now an official channel. You can file a complaint, an appeal, a service request or a query from the provider’s own mobile app. Previously, many users had to depend on a portal or a call centre.

Help that must be available round the clock

Complaint centres must stay open every day and all day. Providers may use AI agents for some tasks, however a human must be reachable for at least 16 hours a day.

Providers must also set up desks or helplines for persons with disabilities. Their apps, websites and portals have to meet government accessibility standards. In short, a customer who cannot use a standard app should have another way in.

A shorter appeal window, so act early

Once a complaint is closed, you now have 15 days to appeal, not 30. Because the window is shorter, note the closing date and keep the complaint number safe. The appellate authority must then decide within 15 days and must include experienced management staff.

If you already use a telecom grievance route for mobile services, the process will feel familiar. Our guide to the DND registration for spam calls and SMS shows how another TRAI channel works.

How providers will be held accountable

After each resolved complaint or appeal, the provider must run a five point feedback survey. The results are to be published every quarter, and a report must go to the CEO or board. An oversight committee that includes consumer organisations must review the system at least once a year.

TRAI can audit records and use consumer feedback. According to The Week, financial disincentives can follow non compliance, though no amounts were given. The report did not state an effective date for these complaint rules, so check your provider’s notices.

Meanwhile, a separate set of interconnection rules starts on 1 January 2027. We covered those in TRAI interconnection rules move telecom traffic to IP. Read the original report on The Week for the full list of changes.

FAQ

Who do the new TRAI complaint redressal rules apply to?

They apply to internet service providers with more than 10,000 subscribers. The older ₹5 crore turnover threshold no longer applies.

How long do I have to appeal a closed complaint?

You have 15 days after the complaint is closed. Earlier the window was 30 days, so it pays to appeal quickly.

Can I complain through an app?

Yes. Providers must accept complaints, appeals, service requests and queries through their mobile app. They must also keep the website, portal and complaint centre open.