TRAI has released the Telecommunication Interconnection (Third Amendment) Regulations, 2026, bringing an important update to how telecom companies connect their networks in India. The rules will come into force on January 1, 2027.

This may sound like an industry-only development, but interconnection affects almost every phone user. It is the system that allows a Jio customer to call an Airtel number, a Vi customer to send an SMS to a BSNL user, or a business to connect with customers using another network.

The amendment is mainly about making this behind-the-scenes system more modern, efficient and suitable for today’s data-heavy telecom networks.

What telecom interconnection means

Telecom companies do not operate in isolation. Calls, messages and data traffic often need to move from one network to another. The technical and commercial setup that makes this possible is called interconnection.

Think of it like road connections between cities. If the roads are well planned and maintained, vehicles move smoothly. If they are narrow or poorly managed, congestion builds up. In the same way, strong telecom interconnection helps calls connect properly and reduces network bottlenecks.

Shift towards LSA-level interconnection

One major change is the move from the older Short Distance Charging Area and Long Distance Charging Area model to Licensed Service Area, or LSA-level, interconnection.

Under the revised framework, telecom companies can mutually decide where they will hand over or receive traffic within a licensed service area. TRAI says this change should better suit modern network designs.

For users, the expected benefit is simpler traffic routing. When networks have fewer unnecessary layers to pass through, calls and other services may see lower delay. The regulator also expects better service reliability and more efficient use of phone-number resources.

IP-based links will become the new standard

The regulations also require a gradual move towards internet protocol, or IP-based, interconnection. In plain language, this means telecom operators will increasingly use newer digital network links instead of older E1 or TDM systems.

All new interconnection arrangements created after the rules take effect must be IP-based. Existing E1 and TDM links will need to be shifted to IP-based interconnection in phases over three years.

This is a significant upgrade because IP technology is better suited for modern services. It can handle voice, video and data traffic more efficiently on the same network structure. TRAI says the shift should improve bandwidth use, call quality and overall end-to-end call performance.

For example, when a user makes a voice call through a 4G or 5G network, the call still needs to move cleanly across networks when the person on the other end uses a different operator. A more modern interconnection system can help reduce the chances of poor audio or avoidable connection issues.

What changes for telecom companies

The rules also explain how capacity should be planned for IP-based interconnection. Operators will need to consider both the number of sessions a connection can handle at one time and the available bandwidth, while meeting TRAI’s quality standards.

TRAI has also introduced a defined procedure for surrendering points of interconnection, commonly called POIs. This is useful when an operator no longer needs a particular connection point or changes its network design.

The aim is to make the process clearer for telecom service providers while keeping competition fair. Jio, Airtel, Vi, BSNL and other operators will need to adapt their networks within the transition period.

Will mobile users notice an immediate change

Probably not overnight. The regulations begin on January 1, 2027, and the migration of existing traffic and older systems will happen gradually over three years.

Still, the long-term direction is clear. India’s telecom networks are being prepared for a future where voice, data, video calls, cloud services and 5G applications all demand better network coordination.

The benefits will depend on how effectively telecom companies implement the new rules. Better call quality, quicker routing and stronger network reliability are the intended outcomes, but users should see them as gradual improvements rather than instant changes.

Facts Input- 1, 2, 3, TRAI PDF 1, TRAI PDF 2

TRAI has announced two important changes that could affect both telecom customers and operators in India. One focuses on what happens when a user has a billing issue, network problem or unresolved service request. The other updates the behind-the-scenes systems that allow calls and data to move between different telecom networks.

Together, the changes signal a move towards always-available customer support and modern internet-based telecom infrastructure.

Complaint centres must remain available round the clock

Under the Telecom Consumers Complaint Redressal Fourth Amendment Regulations, telecom companies and larger internet service providers must make their complaint centres available 24 hours a day, every day of the week.

Earlier, complaint centres were required to operate for 16 hours daily. Now, companies can use human representatives, automated systems, AI agents or a combination of these methods. However, human support must still be available for at least 16 hours each day.

There is one important safeguard. Customers must be told when they are speaking with an AI agent, and technology-led systems must operate with human oversight.

For a user, this could mean being able to report a suddenly inactive SIM, failed recharge or broadband outage at midnight through an app, chatbot or automated call system. Straightforward issues may be handled quickly by an AI tool, while complicated complaints should move to a human representative.

More ways to complain, but a shorter appeal window

TRAI has also widened the ways in which users can register complaints, file appeals, make service requests or ask service-related questions. Telecom apps are now part of the complaint process alongside call centres, websites and web portals.

This is useful for customers who prefer tracking a ticket on an app instead of waiting on a customer-care call. The rules also require accessibility support for persons with disabilities through dedicated helpdesks, helplines or assistive technology.

There is a change users should remember. The time available to challenge a complaint decision has been reduced from 30 days to 15 days. In return, the appellate authority must communicate its final decision within 15 days of receiving an appeal.

TRAI has also introduced feedback surveys after a complaint or appeal is closed. Operators will need to publish quarterly results from these customer-satisfaction surveys.

Operators face tougher checks and penalties

For telecom operators, the rules increase compliance work. They must maintain proper complaint records, submit performance reports and bring complaint data and customer feedback before their CEO or board every quarter.

TRAI can review grievance systems through audits, inspections, performance reports and user feedback. Financial disincentives can apply when complaints or appeals are wrongly handled, or when reports are delayed.

This may push operators to invest more in customer-service software, trained staff and AI systems. The risk is that companies may use automation mainly to cut costs. The real measure of success will be whether users can reach a capable human when an AI agent cannot solve the problem.

IP-based interconnection becomes the new direction

In a separate move, TRAI has overhauled telecom interconnection rules. Interconnection is the system that lets an Airtel user call a Jio number, or a Vi customer connect with someone on another network.

From January 1, 2027, every new interconnection must use Internet Protocol, or IP-based, technology. Existing E1 and TDM-based interconnection systems must shift to IP-based systems in phases within three years.

Think of it as replacing older, fixed voice-network equipment with a more flexible digital system. TRAI says the change can improve bandwidth use, call quality and overall call performance.

The rules also move traffic handling towards licensed service area-level connection points. This could simplify routing, reduce delay and improve reliability, though operators will need to upgrade networks and manage the migration carefully.

Facts Input- 1, 2, 3, 4, 5