New Delhi: In a major move aimed at strengthening consumer rights in the telecom sector, Telecom Regulatory Authority of India has proposed stricter action against telecom operators that fail to address customer complaints properly and within the prescribed timeline.
The regulator believes that mobile users should receive faster resolutions, better service standards, and a more transparent complaint-handling system. To achieve this, TRAI has recommended tighter accountability measures for service providers.
Fine of Up to ₹50 Lakh Proposed for Delayed Complaint Resolution
According to the new proposal, telecom companies that show negligence in handling consumer grievances or fail to resolve complaints within the specified time could face substantial financial penalties.
TRAI has suggested that operators may be fined up to ₹50 lakh for serious violations related to complaint management. The regulator said companies must ensure that customer issues are resolved efficiently and without unnecessary delays.
Additional Penalties for Poor Complaint Handling
Apart from the main penalty, TRAI has also proposed extra financial charges if complaints are not resolved properly. Under the draft framework, telecom companies could face an additional penalty ranging from ₹1,000 to ₹5,000 depending on the nature and number of unresolved complaints.
This step is intended to make operators more responsible in delivering quality customer support.
Advisory Committee May Be Removed Under New Framework
As part of the proposed reforms, TRAI has also recommended discontinuing the existing advisory committee system. The regulator believes a more direct and accountable mechanism can better serve consumer interests.
Customers May Soon Be Able to Rate Complaint Resolution
One of the key features of the new proposal is a customer feedback mechanism. Under the proposed system, users will have the option to rate the quality of service after their complaint has been resolved.
This will help measure how effectively telecom companies are handling consumer issues and whether customers are satisfied with the solutions provided.
Major Reform Expected in Telecom Customer Service
Industry experts see TRAI’s latest proposal as an important step toward improving consumer protection in India’s telecom sector. If implemented, the new rules are expected to put greater pressure on telecom operators to deliver faster, more transparent, and customer-focused services.
