TRAI mandates AI-led complaint centres, 16-hour human support
TRAI mandates 24/7 AI-enabled complaint centres, human support for 16 hours daily, faster appeals and penalties up to ₹20 lakh for mishandled cases.
The Telecom Regulatory Authority of India (TRAI) has mandated telecom operators and internet service providers (ISPs) to establish 24/7 complaint centers, manned by AI agents, with human support for a minimum of 16 hours daily. The regulator has also introduced penalties up to ₹20 lakh per quarter per service area for mishandling consumer disputes under amended telecom consumer complaint redressal rules.
TRAI's rules, effective 30 days after Gazette publication, apply to ISPs with 10,000 or fewer subscribers and require complaint resolution through non-chargeable numbers and accessible apps for people with disabilities.
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