Govt Wants Jio, Airtel, Vi Complaints To Be Resolved Faster: What May Change

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Telecom Regulatory Authority of India released a draft amendment on Thursday that will improve the way telecom consumers register and track complaints. This proposed change could make the complaint redressal system easier, faster and more accessible for users across India. As per Press Information Bureau (PIB), the government has issued the Draft Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026, and invited comments from stakeholders.

Why Govt Wants To Change The Regulation

TRAI revealed that the existing Telecom Consumers Complaint Redressal Regulation was initially introduced in 2012 and later, it was amended in 2012, 2013 and 2014. However, the interaction process with telecom companies has changed significantly over the years. Previously, several users depended majorly on Interactive Voice Response Systems (IVRS) to file complaints. Now the consumers are using more mobile apps, websites, chatbots and email services for customer support and tracking complaints. As per the government body, the current regulation needs updates to match modern communication methods and improve overall complaint tracking.

TRAI stated, “Modes of consumer engagement have evolved significantly since 2012. While IVRS remains relevant, consumers today increasingly use mobile applications, web-based portals, chatbots, and emails to register and track complaints. Further several provisions of existing regulation need modification to improve the efficiency, efficacy and operational details of complaint handling mechanism and its accessibility to consumers.”This draft amendment focuses to improve the efficiency and accessibility of telecom complaint systems. The government updated framework may help consumers register complaints more conveniently through digital platforms. These proposed changes could also improve the appeal process for customers who are not happy with how their complaints are handled. TRAI wants this appeal mechanism to become faster, clearer and more consumer-friendly. The government has placed the draft regulation on its official website for public consultation. Stakeholders, telecom giants and consumers can send their comments to the regulator by June 5, 2026. “The written comments on the issues raised in the Draft amendment, may be sent preferably by mail to [e-mail], by 5th June, 2026,” PIB added.