(*50*) (*50*)(*50*)Telecom regulator Trai on Thursday proposed a stronger client grievance redressal framework for telecom operators, together with penalties of up to Rs 50 lakh per quarter for improper dealing with or disposal of buyer complaints, PTI reported.The proposed Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026 goals to make complaint registration and monitoring extra clear and accessible for telecom subscribers.Under the draft rules, telecom operators might be required to present clear complaint registration amenities by way of their web sites, cellular purposes and chatbots, together with common standing updates on grievances raised by shoppers.The Telecom Regulatory Authority of India (Trai) stated that if audits discover complaints or appeals have been improperly dismissed or unsatisfactorily resolved, monetary disincentives could be imposed on service suppliers.According to the draft regulation, telecom firms may face a penalty of Rs 1,000 for each improperly dismissed or poorly dealt with complaint.For improper disposal of appeals, the penalty would rise to Rs 5,000 per violation.“Provided that the maximum amount of financial disincentive payable by a service provider shall not exceed rupees fifty lakhs per quarter for the licensed/authorised service area,” the draft regulation said.Trai has additionally proposed that customers ought to find a way to register complaints, appeals, service requests and queries by way of digital platforms with choices to add extra particulars by way of textual content or voice notes.“In case the consumer prefers to give additional information or in the absence of suitable options, the app/portal shall further provide an option for the complainant to share the details of their issue by entering text or via voice note,” the draft stated.The regulator additional proposed obligatory updates on complaint standing, motion taken and estimated timelines for decision by way of the app or portal interface till last closure of the grievance.Trai additionally prompt that every one telecom operators create a prominently displayed ‘Consumer Corner’ on their web sites containing particulars of complaint centres, appellate authorities, client satisfaction surveys and quarterly efficiency experiences.The regulator has invited stakeholder feedback on the draft regulation by June 5.(*50*)
