The Telecom Regulatory Authority of India (TRAI) has amended the Standards of Quality of Service of Basic Telephone Service (wireline) and Cellular Mobile Telephone Service Regulations, 2014. As per the amendment, the telecom operators would be allowed to fully resolve the billing and charging complaints by the customers in six weeks. The regulator had earlier mandated that 98 per cent of the complaints related to billing and charging must be sorted within four weeks of the filing of complaints with the operator. 

TRAI has attributed change in the mandate to the unforeseen and unanticipated reasons that led to delays in the resolving of consumer complaints.

The telecom regulator has also revised the response time for answering the calls from 95 per cent of the customers within 90 seconds, against the earlier mandate of response to 90 per cent of the customers within 60 seconds. Further, it has also altered a few more service parameters like the time to repair faulty lines to ensure good quality services to the customers.