TRAI’s Big Telecom Reset – 24-Hour Complaint Support, AI Agents and IP-Based Networks

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.

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