The Telecom Regulatory Authority of India (Trai) on Tuesday draft regulations proposing to allow customers to file complaints with telecom operators in person, via post or courier as well as through newer technologies like SMS and e-mail.

Issued as part of draft regulations for amending the Telecom Consumers Complaint Redressal Regulations Act, 2012, the proposal was after a great number of people appealed that the access to complaint & appeal handling mechanism should be made easier for consumers.

Proposing the change, Trai said, "To address this issue, it is prescribed through this amendment that the Complaint Centre shall also be accessible to consumers through SMS, e-mail, post and in person."

The regulator has also proposed in the draft that consumers should be permitted to appeal before the Appellate Authority, the top panel, via customer care number.

The proposal to allow customers to appeal before the top panel via customer care number was made after Trai found that no appeals were received by appellate authorities if grievances weren't resolved by customer care executives.

The telecom regulator has invited opinions of stakeholders on the draft changes by 14th of August this year.