TRAI mandates AI-led complaint centres, 16-hour human support

Learn the reported action together with its current status. The Telecom Regulatory Authority of India (TRAI) has directed telecom operators and internet service providers (ISPs) to run round-the-clock complaint centres that can be handled by AI agents, while mandating human assistance for at least 16 hours a day. For the first time, the telecom regulator has included AI-based customer care services in a binding rule under the Telecom Consumer Complaint Redressal (Fourth Amendment) Regulations, 2026.

This was also a concern for some stakeholders who said this may result in double penalties on telecom service providers.

Distinguish the reported action from any further step explicitly stated in the report. The amended regulation 3(3) requires AI systems to “operate with appropriate human oversight” and consumers to receive “a notification” that they are speaking to an AI agent. It has also introduced penalties of up to ₹20 lakh per quarter per service area for improper disposal or handling of consumer disputes, under amended telecom consumer complaint redressal rules released on Monday.

• The Telecom Regulatory Authority of India (TRAI) has directed telecom operators and internet service providers (ISPs) to run round-the-clock complaint centres that can be handled by AI agents, while mandating human assistance for at least 16 hours a day. • Appeal timelines have also been halved, with consumers getting 15 days instead of 30 to appeal and the appellate authority is required to decide within 15 days. • TRAI received 73,081 complaints in 2025-26, up from 44,733 in 2023-24, pointing to dissatisfaction with operators’ grievance redressal systems.