BSNL Tripura Faces Questions Over Unilateral Lok Adalat Referrals, New TRAI Rules Strengthen Telecom Consumer Protection
By Our Correspondent
Agartala, November 8, 2026
The functioning of Bharat Sanchar Nigam Limited (BSNL) in Tripura may come under renewed scrutiny following complaints from former and existing telecom subscribers who allege that they are receiving payment notices for old outstanding bills, in some cases long after discontinuing their connections. Concerns have also been raised over the alleged practice of transferring pending bill-related disputes to Lok Adalats without adequately informing or consulting the concerned subscribers, leaving many former customers confused and unnecessarily distressed.
Several telecom subscribers have reportedly faced difficulties after receiving notices concerning bills that date back several years. In certain cases, subscribers claim that they had discontinued their connections, surrendered their telephone instruments or stopped using BSNL services long ago, but are now being asked to clear alleged outstanding dues. Some have also complained that they were not properly informed about the status of their accounts, the calculation of outstanding amounts or the legal basis of the claims before receiving notices.
The matter assumes greater significance in view of the Telecom Regulatory Authority of India's (TRAI) recently notified Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, issued on November 2. The new regulatory framework seeks to strengthen consumer grievance redressal, improve accountability among telecom service providers and make complaint handling more accessible and time-bound.
Under the amended regulations, telecom complaint centres will have to provide support round the clock, seven days a week, instead of the earlier 16-hour arrangement. Although automated systems, AI-based assistance and other technological facilities may be used, human assistance must remain available for at least 16 hours daily.
The new framework also allows consumers to register complaints, submit appeals, raise service requests and make service-related queries through the mobile applications of service providers, apart from existing websites, web portals and complaint centres. This is particularly important for former subscribers who may find it difficult to visit BSNL offices repeatedly to obtain clarification regarding old bills and disputed liabilities.
Another significant provision reduces the time limit for filing an appeal against the disposal of a complaint from 30 days to 15 days. The Appellate Authority must now comprise one or more regular management employees of the service provider with at least five years of experience. It will be required to examine the appeal, take appropriate action and communicate its final decision within 15 days of receiving the appeal.
The amendment also introduces consumer feedback surveys, quarterly reporting to the management or Board of Directors, Consumer Grievance Redressal Oversight Committees and regulatory reviews of grievance-handling procedures. TRAI has further provided for financial disincentives in specified cases of non-compliance.
These provisions raise important questions about the manner in which BSNL's consumer grievances, billing disputes and outstanding-payment claims are being handled in Tripura. A telecom service provider cannot treat a disputed bill as an established liability merely because an amount appears in its records. Subscribers must be able to obtain a proper account statement, understand the period for which the charges have been raised and challenge incorrect or unsupported demands through an accessible grievance mechanism.
A particularly sensitive issue concerns the alleged transfer of old BSNL outstanding-bill cases to Lok Adalats without proper communication with the concerned former subscribers. Consumers have questioned whether they are being given adequate advance notice, an opportunity to examine the claims and sufficient information to contest bills that they believe are incorrect or have already been settled.
Under Section 20 of the Legal Services Authorities Act, 1987, disputes can be referred to Lok Adalats through prescribed procedures, including applications by one party or appropriate references by courts and legal services authorities. However, the law requires reasonable opportunity of hearing in specified referral situations. More importantly, a Lok Adalat is intended to facilitate an amicable compromise or settlement; it cannot simply impose a disputed settlement upon a consumer who does not agree to it. Where no compromise is reached, the matter must follow the appropriate legal process.
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