Most of us use a smartphone. And we are online, be it for work or for leisure. There are two aspects to this—the internet and us, the customer. The latest rules notified by the Telecom Regulatory Authority of India (TRAI) are about both.
India’s telecom regulator announced two sets of new rules this week. One is set to change how phone and internet networks connect. The other is to change how consumers complain when service goes wrong.
Put together, they seem to be part of a larger move towards modern networks, faster grievance handling and closer oversight of telecom companies.
The first rule is the Telecommunication Interconnection (Third Amendment) Regulations, 2026. It takes effect on 1 January 2027. Interconnection is the technology that lets a Jio user call an Airtel, Vi, or BSNL user, for instance. Without it, networks would operate only among their own customers.
As it stands now, traffic is handed over at points based on older Long Distance and Short Distance Charging Areas. The new TRAI regulations will now bring in a broader operator-based telecom circle called the Licensed Service Area. The idea is that this simple routing will reduce delay and improve connection. TRAI has mandated that existing traffic at old connection points must shift to the new system within three years, in phases.
The second big change that the new regulations propose is technology. All new interconnections must use internet-protocol, or IP-based, systems. IP-based systems use network capacity more efficiently and can improve call quality. Older E1 and TDM connections will also have to be migrated within three years.
The watchdog organisation is also tightening the leash around the telecom players. Companies must report progress on both migrations. The regulations also state that late payment of interconnection charges will attract interest, capped at the State Bank of India’s one-year MCLR plus 2 per cent. Violations can now attract graded financial penalties, depending on how serious they are.
Changes to consumer complaint redressal
The second regulation concerns consumers. The Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, apply to internet service providers with more than 10,000 subscribers (as on the last day of the preceding financial year).
Earlier, TRAI had mandated a ₹5-crore turnover as the base, but now that has been scrapped. According to TRAI, complaints, appeals, service requests and queries can now be filed through a provider’s mobile app, alongside its website, portal and complaint centre. Complaint centres must remain available round the clock, every day.
However, telecom operators can automate some of the process. Providers may use AI agents or other technology, but a human must be available for at least 16 hours daily, TRAI said.
The regulator also paid attention to accessibility. Providers must offer dedicated desks or helplines for persons with disabilities. Their apps, websites and portals must follow government accessibility standards.
Another change is in the duration of the appeal process. Consumers will now have 15 days, instead of 30, to appeal after a complaint is closed. The appellate authority must decide within 15 days. It must include regular management employees with at least five years’ experience, according to TRAI.
And that is not all. The telecom watchdog is also going all out when it comes to making companies accountable. After a complaint or appeal is resolved, the telecom provider must run a five-point feedback survey. Results must be published every quarter. A quarterly report must go to the chief executive or board.
A Consumer Grievance Redressal Oversight Committee will then review the system at least once a year. It must include consumer organisations from states or union territories where the provider has more than 10,000 subscribers.
TRAI may audit records, examine reports and use consumer feedback. Financial disincentives can follow non-compliance.
The direction is clear—TRAI wants telecom firms to invest in modern networks and treat complaints as a measurable service. But now the real test will come in their enforcement. Will faster, accessible apps and round-the-clock helplines deliver quicker, fairer resolutions for ordinary users?
