TRAI Mandates 24/7 Support and New Interconnection Rules

The Telecom Regulatory Authority of India issued two major regulatory updates between November 2 and November 3, 2026, to modernize the nation's telecommunications framework. The Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, mark the first overhaul of the grievance system in 12 years, responding to a rise in registered complaints from 44,733 in FY24 to 73,081 in FY26.

Under the new consumer rules, telecom operators and internet service providers with over 10,000 subscribers must operate complaint centers 24/7. While AI agents can provide round-the-clock support, human representatives must be available for at least 16 hours daily. Providers must notify customers when they interact with AI and offer dedicated support for persons with disabilities. The regulations also halve the consumer appeal window from 30 to 15 days and introduce financial penalties for improperly closed complaints and appeals, capped at ₹20 lakh per quarter per service area.

On November 3, the regulator released the Telecommunication Interconnection (Third Amendment) Regulations, 2026, effective January 1, 2027. These rules mandate a transition to IP-based interconnections within three years and shift traffic management to the Licensed Service Area level to reduce latency.

Industry reactions have been mixed. The Cellular Operators Association of India previously urged the regulator to scrap the 24-hour mandate and financial penalties due to high costs. Ambika Khurana, Chief Regulatory & Corporate Affairs Officer of Vodafone Idea Limited, advocated for a light-touch regulatory system that prioritizes service excellence over system transparency.