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Technology
TRAI Orders 24/7 AI Complaint Centers, 16-Hour Human Support, ₹20 Lakh Penalties
✍️ Hindustan Times
🗓 03 Nov 2026, 04:45 AM
👁 2
The Telecom Regulatory Authority of India (TRAI) has mandated telecom operators to set up AI‑enabled complaint centres that run 24/7, with human support available for 16 hours daily. The order also introduces faster appeal processes and imposes penalties up to ₹20 lakh for mishandled complaints.
TRAI has issued a new directive requiring all telecom operators to establish AI‑enabled complaint centres that operate 24/7.
The order specifies that human support must be available for at least 16 hours each day, ensuring that customers can reach a live agent when needed.
In addition to the service hours, TRAI has introduced a faster appeal mechanism and set a maximum penalty of ₹20 lakh for operators that mishandle consumer complaints.
The regulator said the changes aim to streamline grievance redressal, reduce wait times, and improve overall customer experience in the telecom sector.
The order specifies that human support must be available for at least 16 hours each day, ensuring that customers can reach a live agent when needed.
In addition to the service hours, TRAI has introduced a faster appeal mechanism and set a maximum penalty of ₹20 lakh for operators that mishandle consumer complaints.
The regulator said the changes aim to streamline grievance redressal, reduce wait times, and improve overall customer experience in the telecom sector.