The Telecom Regulatory Authority of India (TRAI), on May 7, 2026, released the Draft Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026 for stakeholder consultation. The proposed amendments seek to modernize the complaint redressal framework established under the Telecom Consumers Complaint Redressal Regulation, 2012, which has previously been amended in 2012, 2013, and 2014.
TRAI noted that consumer engagement channels have evolved substantially over the years, with users increasingly relying on mobile applications, web portals, chatbots, and email-based mechanisms in addition to IVRS systems for registering and tracking complaints. The draft amendments propose revisions to improve the efficiency, operational effectiveness, accessibility, and convenience of complaint handling systems as well as the appeal mechanism available to telecom consumers.
The draft regulation has been placed on TRAI’s website for public consultation, and stakeholders have been invited to submit written comments on the proposed amendments by June 5, 2026, preferably through email. The initiative aims to align telecom consumer grievance redressal mechanisms with evolving digital communication practices and consumer expectations.
[Press Release No. 60/2026]
