1 in 2 telecom consumers who registered a grievance in the last 3 years with their operator say it went unresolved

December 29, 2025, New Delhi: In 2025, the Telecom Regulatory Authority of India (TRAI) focused on strengthening regulatory frameworks, tightening enforcement against spam and fraud, improving complaint-handling mechanisms, and enhancing consumer awareness. These measures have collectively contributed to improving the effectiveness of consumer grievance redressal with telecom service providers (TSPs), even though TRAI itself does not act as a primary grievance redressal body.

Complaints relating to quality of service (QoS), network performance, and voice call quality have shown an upward trend, particularly following the rollout of 5G services. TRAI noted an increase in reports of call drops, inconsistent coverage, and network instability, prompting a review of existing QoS norms. Independent surveys and consumer feedback indicate that many subscribers continue to face frequent call drops and connectivity issues, highlighting persistent QoS challenges despite technological upgrades.

Another significant area of consumer concern remains metering and billing credibility. Subscribers frequently report disputed charges, delays in credits or adjustments, and discrepancies in billed amounts. Major billing issues include incorrect or excess charges, unexpected tariff changes, confusing validity or plan terms, roaming charges, and the activation of paid value-added services (VAS) without explicit consumer consent. These problems often arise from opaque plan structures, short-duration validity periods misrepresented as “monthly” plans, and differences between advertised benefits and actual billing outcomes. Telecom operators have also been criticised for unclear recharge cycles that effectively raise the annual cost for consumers.

To address these issues, TRAI’s quality-of-service regulations mandate strict timelines for the resolution of billing complaints, requiring 98 per cent of cases to be resolved within four weeks and 100 per cent within six weeks. TRAI has reiterated through advisories and public clarifications that billing and service-quality grievances must first be addressed through the two-tier grievance redressal mechanism of service providers, comprising the Complaint Centre and the Appellate Authority. Compliance is monitored through periodic reporting, performance audits, and quality-of-service assessments, with TRAI empowered to issue directions or introduce regulatory changes where systemic deficiencies are identified.

Beyond traditional service issues, TRAI also released public advisories in 2025 warning consumers against frauds and scams misusing TRAI’s name, thereby strengthening consumer protection against emerging threats.

Official data indicate that thousands of telecom complaints are received by TRAI annually; for example, 44,734 telecom service complaints were recorded in 2023–24. Broader industry analysis shows that consumer complaints registered with telecom service providers have increased over recent years, rising from approximately 48.4 million in 2019 to nearly 66 million in 2022, reflecting growing subscriber grievances and the continued need for strong regulatory oversight.

On the issue of unsolicited commercial communications (UCC), spam, and telecom fraud, which continue to account for a substantial share of consumer complaints, TRAI issued amendments and advisories under the Telecom Commercial Communications Customer Preference Regulations (TCCCPR) to make complaint handling more efficient and deterrence more effective.

Key measures included extending the time limit for consumers to report spam calls and messages, reducing the response time available to service providers to act, and tightening thresholds for penal action against repeat offenders. TRAI also emphasised stronger enforcement actions, such as disconnection and blacklisting of non-compliant telemarketers, to curb persistent violations.

In parallel, TRAI actively directed telecom operators to improve the visibility, accessibility, and ease of complaint registration mechanisms. Service providers were instructed to strengthen digital complaint platforms, including mobile applications, online portals, and the Do Not Disturb (DND) system, to ensure seamless consumer access. TRAI also conducted consumer outreach and awareness programmes in 2025 to educate users on how to register complaints, track them using docket numbers, and escalate unresolved grievances through the prescribed appellate channels.

LocalCircles in a new survey has strived to find out from mobile phone users whether the various TRAI directives to protect consumer interests are really helping them get quick redressal from TSPs to their complaints. The survey received over 48,000 responses from mobile subscribers located in 349 districts of India. 64% respondents were men while 36% respondents were women. 43% respondents were from tier 1, 26% from tier 2 and 31% respondents were from tier 3, 4, 5 and rural districts.

23% of mobile subscribers who had a complaint with their telecom service provider didn’t file it because they could not easily do it

The survey first asked mobile subscribers, “Have you raised complaints with your mobile service provider in the last 3 years?" Out of 21,784 who responded to the question 65% stated “yes” they have raised complaints with their mobile service provider; 12% said “no, have not had any complaints with my mobile service provider” and 21% stated “no, have had many complaints with the mobile service provider but never filed them because it’s not easy”. To sum up, 23% of mobile subscribers who had a complaint with their telecom service provider didn’t file it because they could not easily do it.

65% of those who filed complaints with telecom service providers raised the network coverage issue while 54% raised the pesky call issue too; 23% raised a billing related complaint

From connectivity issues to slow speed of connection to spam calls and messages, mobile subscribers time and again face many issues. The survey next asked, “What are the different type of complaints you have raised with your mobile service provider in the last 3 years?” Some among 14,160 who responded to the question indicated more than one reason. The biggest group of 65% of respondents indicated “network coverage”; 54% of respondents stated “pesky call and messages”; 29% of respondents stated “data speed”; 23% of respondents stated “billing of voice and data services”; 12% of respondents stated “deactivation and billing of value added services”; 12% of respondents stated “SIM replacement or cancellation”; 12% of respondents stated “mobile number portability”; and 18% of respondents stated "customer service / other complaints”. To sum up, 65% of those who filed complaints with telecom service providers raised the network coverage issue while 54% raised the pesky call issue too; 23% raised a billing related complaint.

47% mobile subscribers surveyed who filed complaint(s) with their service provider in the last 3 years say they are mostly or all unresolved

Prompt complaint redressal helps to win and retain customers’ loyalty yet not all telecom service providers assure quick resolution of problems registered. The survey asked mobile subscribers, “Of the different type of complaints you raised with your mobile service provider in the last 3 years, what was the resolution status?” Out of 14,072 who responded to the question 24% stated “all resolved”; 14% stated “most resolved, some unresolved”; 5% stated “some resolved, some unresolved”; 14% stated "most unresolved, few resolved”; 33% stated “all unresolved” and 10% of respondents did not give a clear answer. To sum up, 47% of mobile subscribers surveyed who filed complaint(s) with their service provider in the last 3 years say they are mostly or all unresolved.

VI has the highest percentage of consumers with unresolved grievances or complaints followed by Airtel

Given the uncertain quality of services, some subscribe to the services of more than one telecom company. The survey next asked mobile subscribers, “Against which all mobile service providers do you have pending unresolved complaints / grievances (filed more than a week ago)?” Some among 13,310 respondents indicated more than one company thus 62% indicated VI; 49% indicated Airtel; 37% indicated Jio and 25% indicated BSNL. To sum up, VI has the highest percentage of consumers with unresolved grievances/complaints followed by Airtel.

In summary, 23% of mobile subscribers who had a complaint with their telecom service provider didn’t file it because they found it difficult to do it. The biggest problem, the survey finds from 65% of those who filed complaints with telecom service providers in the last 3 years is about the network coverage issue while 54% raised the pesky call issue too; 23% raised billing related complaints. Unfortunately, 47% of mobile subscribers surveyed who filed complaint(s) with their service provider in the last 3 years say they are mostly or all unresolved. Based on complaint resolution, VI has the highest percentage of consumers with unresolved grievances/complaints followed by Airtel. The survey brings to fore the fact that the size of the company is not very important as the after-sale services. On this parameter, even the biggies like Airtel and Jio don’t measure up to consumer expectations.