**Subject:** Summary of Lok Sabha Unstarred Question No. 2828 Regarding Complaints Against Private Mobile Service Providers
**Introduction:**
This document summarizes the response provided by the Minister of State for Communications and Rural Development to Lok Sabha Unstarred Question No. 2828, answered on August 6, 2025, concerning complaints received by the Telecom Regulatory Authority of India (TRAI) against private mobile service providers.
**Key Data:**
The following table details the number of complaints received by TRAI against each private mobile service provider over the past three years:
| S. No. | Private Mobile Service Provider | 2022 | 2023 | 2024 | Total |
|--------|---------------------------------------|--------|--------|--------|--------|
| 1 | Reliance Jio Infocomm Ltd. | 9770 | 11431 | 13464 | 34665 |
| 2 | Bharti Airtel Ltd. (Airtel) | 19976 | 20570 | 18878 | 59424 |
| 3 | Vodafone Idea Ltd. (VI) | 11634 | 9459 | 7067 | 28160 |
| | **Total** | **41380**| **41460**| **39410**| **1,22,249**|
**TRAI's Role in Complaint Redressal:**
While the TRAI Act, 1997, does not mandate TRAI to redress individual consumer complaints, TRAI has established a framework to protect consumer interests. This framework requires Telecom Service Providers (TSPs) to address consumer grievances according to the Telecom Consumer Complaint Redressal Regulations (TCCRR), 2012.
**Complaint Redressal Mechanism:**
Consumers are instructed to lodge service-related complaints with their TSP's complaint center. If the resolution is unsatisfactory, consumers can appeal to the Appellate Authority of the respective TSP.
Key Entities Referenced
Reliance Jio Infocomm Ltd.: Private Mobile Service Provider in India.
Bharti Airtel Ltd.: Private Mobile Service Provider in India.
SHRI ESWARASAMY K: Member of LOK SABHA who raised the unstarred question.
Telecom Regulatory Authority of India TRAI: Regulatory body responsible for the telecom sector in India.
DR. PEMMASANI CHANDRA SEKHAR: Minister of State for Communications and Rural Development.
Vodafone Idea Ltd.: Private Mobile Service Provider in India.
Telecom Regulatory Authority of India TRAI Act, 1997: Act that established the Telecom Regulatory Authority of India.
Telecom Consumer Complaint Redressal Regulations TCCRR, 2012: Regulations issued by TRAI for redressal of complaints of telecom consumers.
GOVERNMENT OF INDIA
MINISTRY OF COMMUNICATIONS
DEPARTMENT OF TELECOMMUNICATIONS
LOK SABHA
UNSTARRED QUESTION NO. 2828
ANSWERED ON 6TH AUGUST, 2025
COMPLAINTS AGAINST PRIVATE MOBILE SERVICE PROVIDERS
2828. SHRI ESWARASAMY K:
Will the Minister of COMMUNICATION be pleased to state:
(a) the details of number of the complaints received by Telecom Regulatory Authority of India
(TRAI) about private mobile/cellular service providers during the last three years, service provider-
wise; and
(b) the steps taken/being taken by TRAI for redressal of such complaints?
ANSWER
MINISTER OF STATE FOR COMMUNICATIONS AND RURAL DEVELOPMENT
(DR. PEMMASANI CHANDRA SEKHAR)
(a) The details of the complaints received by Telecom Regulatory Authority of India (TRAI)
during the last three years, private mobile/cellular service provider-wise are given below:-
S. No. Private Mobile Service Provider 2022 2023 2024 Total
1. Reliance Jio Infocomm Ltd. 9770 11431 13464 34665
2. Bharti Airtel Ltd.(Airtel) 19976 20570 18878 59424
3. Vodafone Idea Ltd. (VI) 11634 9459 7067 28160
Total 41380 41460 39410 1,22,249
(b) The Telecom Regulatory Authority of India (TRAI) Act, 1997 does not envisage redressal of
individual consumer complaints by TRAI. Nevertheless, in order to protect the interest of consumers,
TRAI has laid down a framework for redressal of complaints of telecom consumers by their Service
Providers. Telecom Service Providers (TSPs) are required to redress the grievances of their
customers as per the provisions of the “Telecom Consumer Complaint Redressal Regulations
(TCCRR), 2012” issued by TRAI.
In terms of this mechanism, the consumers can lodge service-related complaints at the
complaint centre of their TSPs. In case a complaint is not redressed satisfactorily by the Service
Provider at the complaint centre, an appeal can be registered with the Appellate Authority of the
respective TSP.
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