India’s telecom regulator has issued revised consumer-complaint rules that require round-the-clock support, with human assistance available for at least 16 hours a day. TRAI’s November 2 announcement says operators may use automated systems or AI agents alongside staff, with appropriate human oversight.
The amendment adds operators’ mobile apps to the channels through which customers can submit complaints and appeals, request services or raise queries. It also requires accessible digital services and dedicated desks or helplines equipped to assist people with disabilities.
After a complaint or appeal is closed, providers will have to seek customer feedback using a five-point scale. Quarterly results must be published on their websites, while reports on complaints, appeals and feedback go to the company’s chief executive or board.
The changes are not all effective immediately. The published regulation sets commencement periods of 30, 60 or 90 days after Gazette publication for different provisions. The round-the-clock complaint-centre requirement falls within the 90-day group.
Illustrative archive photograph: a person holds a mobile handset in June 2008. The image does not show a current complaint service or a TRAI event. Photo: Erik (HASH) Hersman / Flickr, CC BY 2.0.
