TRAI Introduces New Telecom Complaint Rules: 24-Hour AI Support and 16-Hour Human Assistance

# TRAI Introduces New Telecom Complaint Rules: 24-Hour AI Support and 16-Hour Human Assistance **New Delhi, November 3, 2026:** The Telecom Regulatory Authority of India (TRAI) has introduced new rules to improve the way mobile and internet service providers handle customer complaints. Under the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, telecom operators and internet service providers will have to establish complaint centres operating round the clock, with AI-based assistance permitted. The new framework also requires human customer support to be available for at least 16 hours every day, ensuring that consumers can speak with a human representative when needed. The regulator has introduced financial penalties for complaints and appeals that are wrongly handled or disposed of. The penalty can reach up to ₹20 lakh per quarter per service area. The amended rules also aim to make complaint resolution faster. Consumers will have 15 days to file an appeal, while the appellate authority will be required to decide it within 15 days. Customers will be able to register complaints through mobile applications and websites, receive updates through SMS and email, and access support in a state official language in addition to Hindi and English. The new regulations are expected to strengthen consumer protection and improve accountability among telecom service providers. The rules will take effect in stages, with different provisions becoming applicable after 30, 60 and 90 days from publication in the Official Gazette. **Source:** Hindustan Times and TRAI, November 3, 2026.