New Delhi1 hour ago
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Telecom companies will have to provide callback facility to the customer on promotional calls.
Telecom regulator TRAI has prepared to crack down on telecom companies. Now they will have to listen to complaints related to spam, unwanted, fraud calls and quality of mobile service 24×7. A maximum penalty of Rs 50 lakh will be imposed on companies for delay of more than 15 days in resolving complaints. A fine of up to Rs.
These things are part of the draft Telecom Consumer Grievance Redressal (Fourth Reforms) Regulations-2026. TRAI has presented it for public discussion. According to this, recorded automated reply will not help. As per the demand of the customer, it will be necessary to connect with male/female telecaller.
Callback facility will have to be provided to the customer on all types of promotional calls. There will be continuous updates on the action being taken on the complaints registered by customers through SMS, email and app.
Wrong disposal will also attract penalty
1. What will happen to the company if the complaint is closed wrongly? The company will have to pay a fine of Rs 1,000 per complaint.
2. How much penalty will be imposed for wrong disposal of appeal? ₹5,000 for every negligence. There will be a penalty for every appeal.
3. What is the maximum penalty that can be imposed in a quarter? The upper limit of total fine is ₹50 lakh. Has been decided.
4. What is the rule on delay in submission of quarterly report? Delay of first 15 days will attract ₹5,000 per day, thereafter ₹20,000/day.
5. What about delay in reporting? A maximum of ₹10 lakh can be recovered per case.
6. What if the fine is not paid on time? The company will have to pay additional interest on the outstanding amount.
7. What will improve with these changes? The accountability of companies will increase and they will be forced to resolve complaints quickly.
8. What is there in the current system? There are no clear rules, nor is there a fixed limit on the fine.
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