Telecom regulator TRAI on Thursday proposed a stronger consumer grievance redressal framework for telecom operators, including a penalty of up to Rs 50 lakh per quarter for improper handling or disposal of customer complaints, PTI reported.The proposed Telecom Consumers Grievance Redressal (Fourth Amendment) Regulations, 2026 aim to make complaint registration and tracking more transparent and accessible to telecom customers.Under the draft rules, telecom operators will be required to provide regular status updates on complaints raised by consumers as well as clear complaint registration facilities through their websites, mobile applications and chatbots.The Telecom Regulatory Authority of India (TRAI) said financial sanctions would be imposed on service providers if the audit found that complaints or appeals were improperly dismissed or resolved unsatisfactorily.According to the draft regulation, telecom companies may have to pay a fine of Rs 1,000 for each improperly rejected or poorly handled complaint.The penalty for improper disposal of appeals will increase to Rs 5,000 per violation.The draft regulation states, “Provided that the maximum amount of financial incentive payable by a service provider shall not exceed rupees fifty lakh per quarter for the licensed/authorized service area.”TRAI has also proposed that consumers should be able to lodge complaints, appeals, service requests and queries through digital platforms with the option of uploading additional details through text or voice notes.“If the consumer prefers to provide additional information or in the absence of suitable options, the app/portal shall provide the complainant an option to share the details of his issue by entering text or through a voice note,” the draft said.The regulator has proposed mandatory updates on the status of the complaint, action taken and estimated timelines for resolution through the app or portal interface till the final closure of the complaint.TRAI also suggested that all telecom operators create a prominently displayed ‘consumer corner’ on their websites containing details of complaint centres, appellate authorities, consumer satisfaction surveys and quarterly performance reports.The regulator has invited comments from stakeholders on the draft regulation till June 5.