New Delhi, Nov. 3 -- 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. It has also introduced penalties of up to Rs.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.

TRAI said the rules would be published in the gazette.

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. The rules,...