Documentos de Académico
Documentos de Profesional
Documentos de Cultura
Website: www.trai.gov.in
Foreword
(Rahul Khullar)
Chairman
Dated: 16 February, 2015
th
Table of Contents
Introduction
Chapter-1 Enrolment as a Consumer of
Telecommunication services
1. Taking a mobile connection 1
2. Start up Kit 1
3. Vouchers 2
4. Information to pre-paid consumers on 3
activation of a Voucher
5. Information to pre-paid consumers relating 4
to usage
6. Past Usage details in respect of pre-paid 5
mobile connections
7. Information about the account of the consumer 5
Annex
I Important QoS parameters 39
(Basic and Cellular Mobile Services)
II Important QoS parameters (Broadband) 40
List of Consumer Advocacy Groups 41
Registered with TRAI
Content Disclaimer 48
Introduction
The Telecom Regulatory Authority of India (TRAI) was established in 1997
through an Act of Parliament, viz., the Telecom Regulatory Authority of
India Act, 1997. The Authoritys mission is to ensure that the interests
of consumers are protected and at the same time to nurture conditions
for growth of telecommunications, broadcasting and cable services in
a manner and at a pace which will enable India to play a leading role in
the emerging global information society. For achieving these objectives,
the Authority issues from time to time regulations, directions, orders,
recommendations and guidelines with focus on transparency in the
provisioning of service and for providing consumer with adequate choice,
affordable tariffs and quality of service.
TRAI has in the recent past issued regulations on consumer protection,
complaint redressal system, unsolicited commercial communications and
mobile number portability. TRAI has laid down the standards of quality of
service to be provided by the service providers to create conditions for
consumer satisfaction.
Even though the TRAI Act does not envisage dealing with individual
complaints by the Authority, complaints received in TRAI help the
Authority to gauge the performance of the sector and take further
regulatory measures to address the issues. In fact many regulations,
directions and orders issued by TRAI can trace its roots to the complaints
received in TRAI from the consumers.
This handbook contains the gist, from consumer point of view, of all
the Regulations, Orders and Directions issued by the Authority. Starting
from enrolment as a consumer of telecommunication service, all that are
relevant to the consumer like complaint redressal, tariff, quality of service,
mobile number portability, value added services, unsolicited commercial
communications, saving mobile numbers in the handset, dialing tips and
consumer education have been dealt in separate chapters. Details of
which are available in the TRAI website: www.trai.gov.in
Chapter 1
Enrolment as a Consumer of Telecommunication
services
to approach the service provider
of his choice or its authorized sales
outlets and submit an application
form, generally known as the
Customer Acquisition Form (CAF),
along with photographs and proof
establishing address and identity.
In the case of mobile connection, a
customer may opt for a post paid or
pre-paid connection (plan).
Taking a mobile connection Start-up Kit
In a service area, which is generally
co-terminus with a state, there are
several telecom service providers,
licensed by the Government of
India (Department of Telecom).
As per the license, they provide
either basic (land line) or mobile At the time of enrolment for a
telephone or internet/ broadband mobile connection, the customer
services or a combination of these should get from the service provider
services. A person interested in or its authorised sales outlet a start
getting any of these services has up kit containing inter alia:
1
(a) SIM card (a) The plan voucher (Red Colour)
(b) a mobile number, (other than - used to enroll a consumer
in cases of mobile number into a tariff plan and it would
portability); not provide any monetary
(c) information about the type of value. Using this voucher the
connection- prepaid or post- customer can also change his
paid; tariff plan.
2
applicable, tariff for different Information to pre-paid
items and also the validity,
which does not exceed ninty
consumers on activation of
days. STV pertaining to SMS a Voucher
or data, having validity of
more than 7 days may be
renewed after obtaining
Immediately on activation of a
the explicit consent of the
voucher, the service provider
consumer in the prescribed
should inform the pre-paid
manner - through SMS by
consumer through SMS the
sending Yes or by e-mail or
following information:-
letter or FAX and in the case of
web based program through (a) on activation of Plan
separate Yes button for Voucher:-
giving consent. Also it can be (i) title of the plan;
deactivated at any time on (ii) validity period of the
the request of the customer, plan;
following the prescribed (b) on activation of Top Up
procedure for deactivation - Voucher:-
through IVR and SMS to toll (i) total amount charged;
free short code or through
(ii) processing fee or
web link.
administrative charge,
(d) Combo Voucher (Blue Colour) as the case may be;
- It alters one or more items
(iii) taxes deducted;
for a period not exceeding
(iv) net monetary value
ninety days, in the tariff plan
added;
and adds monetary value to
the prepaid account. (v) total available monetary
value;
3
(c) on activation of Special Tariff Immediately on making any
Voucher:- deduction from the account of a pre-
(i) total amount charged; paid consumer, the service provider
(ii) validity period of the should inform him through SMS or
voucher; USSD, the following information:
(iii) benefits specific to the (a) after every call--
voucher. (i) duration of the call;
(ii) charges deducted for
(d) on activation of a Combo
the call;
Voucher:-
(iii) balance in the account;
(i) total amount charged;
(iv) in case of Special Tariff
(ii) benefits specific to the Voucher, minutes of
voucher; usage deducted and
(iii) validity period of the balance minutes of
specific bentfits; usage available;
(iv) net monetary value (b) after every session of data
added. usage over mobile, ---
(v) restrictions, if any on (i) quantum of data usage;
usage or validity period (ii) charges deducted;
of monetary value. (iii) the balance in the
account;
Information to pre-paid
(c) after activation of any
consumers relating to usage service including Value
Added Service (VAS)--
(i) amount deducted;
(ii) purpose for which the
amount deducted;
(iii) balance in the account;
4
(iv) the validity period of the (c) VAS availed and the amount
Value Added Service. charged;
Note: These provisions will (d) Premium Rate Service availed
not apply to a consumer if he and the amount charged;
is roaming outside his service (e) roaming charges;
area. The service provider has to provide
Past Usage details in this information within thirty days
of receipt of such request. It will be
respect of pre-paid mobile
obligatory on the part of the service
connections provider to provide information for
a period of six months preceding
the date of request.
5
any, applicable for on- Beyond 90 days, an amount
net and off-net usage; not exceeding Rs 20 shall
(ii) rates for SMS; be deducted from the
(iii) rates for data service; prepaid account, if balance
is available, for extension of
(b) balance available in the
the period of non usage by 30
account of the pre-paid
days at a time.
consumer; and
Safe Custody Scheme for postpaid
(c) Value Added Services
mobile telephone connections
activated on his telephone
number (155223); Postpaid mobile consumers can
keep their number in safe custody
Note: It is not obligatory on the
by paying an amount not exceeding
part of the service provider to
Rs. 150/- for every three months.
provide such information to
a consumer who is roaming Grace period for reactivation:
outside the country. A consumer whose connection
is deactivated shall be given a
Deactivation of a cellular mobile
minimum grace period of 15 days
telephone connection due to non
within which he can reactivate the
usage
same number by paying an amount
No prepaid connection shall
not exceeding Rs.20.
be deactivated for non usage
for a minimum period of 90
days.
Non usage means absence
of any incoming or outgoing
call or outgoing SMS or data
session or usage of value
added services or payment of
rental.
6
Chapter 2
Complaint Redressal
Framework for complaint through the toll-free Consumer
Care Number. The Complaint
redressal Centre has to be open at least from
The Telecom Consumers Complaint 8 Oclock in the morning to 12 O
Redressal Regulations deal with clock at midnight on all days of the
the framework for handling of week. In case his telephone/ mobile
consumer complaints, service is faulty, he can use a connection
request and provision of information from any other service provider
to consumers by service providers. to contact the Complaint Centre
Establishment of Complaint for which a separate number is
mandated. The consumer may opt
Centre to speak in Hindi or English or in the
Complaint Centre is the first stage local language of that service area.
of complaint redressal by service
providers. The complaint centre
will have Consumer Care Number,
which is toll free. The complaint
centre shall also be accessible to
consumers in person as well as
through email and post. Handling of complaints at
In case a consumer has a complaint, the Complaint Centre
he has to approach the Complaint
Every complaint is registered
Centre of his service provider
by allotting a unique docket
7
number. The Complaint Centre will II. In cases where no time limit is
communicate the unique docket specified in the QoS regulations,
number along with date and time the complaints and service request
of registration and the time limit for have to be addressed within 3
resolution of the complaint through days.
SMS. Also on completion of action
on a complaint, the consumer will
Handling of queries
be informed, through SMS or email
or post, of the action taken and the
procedure for preferring appeal to
the Appellate Authority. Details of
complaint will remain in the system In case a consumer needs certain
for at least three months against information from the service
each docket number. provider, he may dial the General
The consumer is advised to store Information Number established
the unique docket number and by the service provider. If he calls
the information on action taken. the Consumer Care Number and
In case he is not satisfied with the asks for information, he may be
redressal, he can use these details directed to call General Information
while preferring an appeal. Number. The service provider may
charge the consumer for speaking
Time limit for handling to the agent providing general
complaints and service information. Charging will take
requests place only when one presses the
The time limit for handling key for speaking to consumer care
complaints and service requests is agent in the IVRS menu.
as specified in the Quality of Service
regulations, given in AnnexI &
8
Operation of IVRS on for redressal of his complaint. The
contact details of the Appellate
Customer Care Number Authority is available in the start-up
The Interactive Voice Response kit, web site of the service providers
System (IVRS) at the Consumer and their sales outlets.
Care Number operates in the
There is no fee or charge for filing
following manner:
an appeal. He may file the appeal
either through e-mail or fax or
post or in person or even through
the Customer Care Number of the
service provider, within thirty days
after expiry of time limit prescribed
for redressal of complaint. The
presence of the appellant is not
obligatory, but he may, if he so
desires, appear in person to present
his case before the Appellate
Authority.
9
on every appeal to the Appellate of receipt of reply from the
Authority for its consideration. service provider.
10
reasons for the same in the order The Charter will contain inter-alia
passed by it. information on the following:
The secretariat of the Appellate terms and conditions of
Authority has to intimate the service,
decision on the appeal, through information about complaint
SMS or email or post, to the redressal mechanism,
appellant and the service provider. complaint redressal proce-
Web based Complaint dure,
11
different regulations, orders in leading newspapers in Hindi or
and directions issued by the English and a local language once
Authority etc. every six months and also make the
The Start-up Kit, which a mobile same available in their web site:
customer gets at the time of his Customer Care Number
enrolment, would contain an General Information Number
abridged version of the Telecom Contact details of the
Consumers Charter. Appellate Authority
Publication of information Procedure for monitoring
in Newspapers and website of complaints on the web
based complaint monitoring
system.
12
Chapter 3
Quality of Service and Billing Accuracy
The TRAI Act provides that the Authority shall lay-down the standards
of quality of service to be provided by the service providers and conduct
periodical survey of such services so as to protect the interest of the
consumers of telecommunication service.
13
reports on monthly basis from the Billing System annually through
service providers. one of auditors empanelled by TRAI
The audit of the network for QoS and an audit certificate for each
of mobile telephone service is financial year has to be furnished
presently done on quarterly basis to the Authority not later than
in all the service areas, while the 31st July of every year. The service
audit for basic and broadband providers are also required to
services is done on yearly basis. The submit to TRAI by 15th November
survey of customers to ascertain of every year Action Taken Report
the level of customer satisfaction on inadequacies, if any, pointed out
is done on half-yearly basis. The by the auditor in the audit report.
audit and survey are carried out During the audit, call data records
through independent agencies of one month for the following
and the findings are published in tariff plans have to be audited in
the website for information to the each Quarter:
consumers. (a) three prepaid and two
The regulations also provide for post paid plans having
levy of financial disincentives in the maximum number of
case the TSPs do not meet the QoS customers at the beginning of
benchmarks. the Quarter.
14
(d) two prepaid data plans The systemic deficiencies observed
having maximum number during audit are to be corrected in
of customers at the start of a time bound manner. The audit of
Quarter; and the metering and billing system has
TRAI has issued a detailed checklist helped in identifying many systemic
for audit and Guidelines for issues and has also helped the
implementation of metering and service providers to improve their
billing regulation. The audit covers system processes in billing and
checking of overbilling, roaming thereby reduce incidences of billing
charges levied on customers vis-- complaints.
vis the published tariff, charging for
value added services, verification
of bill delivery process, redressal
of billing complaints and complaint
handling process, activation time
for recharges etc.
15
Chapter 4
Mobile Number Portability
Mobile Number Portability means the facility which allows a subscriber
to retain his mobile telephone number when he moves from one Service
Provider to another irrespective of the mobile technology or from one
cellular mobile technology to another of the same Service Provider within
a licensed service area. The portability process involves three parties, (i)
the subscriber interested in moving, (ii) the Donor Operator or service
provider from whom the subscriber wants to move and (iii) the Recipient
Operator (New Service Provider) to whom the subscriber wants to move.
16
name of a body corporate, firm or
any organisation or body, porting
request should also be accompanied
by an authorisation letter from
Note: As pre-paid SMS is not the authorized signatory of the
permitted in Jammu & Kashmir subscriber permitting such porting
the subscriber has to dial 1900 in the prescribed format.
to get an UPC. The operator at The porting request, in case of
1900 will provide the UPC after corporate mobile number, should
verifying subscriber number. not seek simultaneous porting of
If eligible, fill up the CAF and more than fifty mobile numbers
Porting Form, mentioning and porting charges of each such
UPC. mobile numbers shall be payable.
Submit the duly filled Porting The porting request, if made for
Form and CAF along with more than one corporate mobile
documentary proof to the number, such numbers belong to
Recipient Operator. the same Donor Operator.
A post paid subscriber should Eligibility for porting
also submit a paid copy of the
last bill along with Porting
Form and CAF.
Obtain new SIM card from the
Recipient Operator.
Corporate Customers
A subscriber holding a mobile
In case of porting of a corporate
number is eligible to make a porting
mobile number i.e. the mobile
request only after 90 days of the
phone number allotted in the
date of activation of his mobile
17
connection. If a mobile number is Grounds for rejecting
already ported once, the number
can again be ported only after 90
porting request
days from the date of the previous Porting request can be rejected if:
porting. (a) outstanding payment is Rs.
At the time of porting request, a 10/- or more.
post paid subscriber is required to (b) it has been made before
submit an undertaking that he has ninety days from the date
already paid all the dues as per the of activation of a new
last bill to the Donor Operator and connection.
that he/she would be bound to pay (c) change of ownership of the
all the dues to the Donor Operator mobile number is under
till its eventual porting and agrees process.
that in event of non-payment of any (d) mobile number sought to be
such dues to the Donor Operator, ported has been prohibited by
the ported mobile number is liable a Court of Law.
to be disconnected by the Recipient
(e) subscriber has applied for
Operator.
inter-service area porting.
In the case of a pre-paid subscriber, (f) unique porting code
he needs to give an undertaking mentioned in the porting
that he understands that at the time request does not match
of porting, the balance amount of with the unique porting
talk time, if any, would lapse. code allocated by the Donor
Operator for the mobile
number sought to be ported
or validity of UPC has expired.
18
(g) validity period of any Unique Activation of ported number
Porting Code has expired
The Recipient Operator will
before its receipt by the Donar
intimate the date & time of
Operator.
porting to subscriber.
Withdrawal of a porting The service disruption time
request will be around 2 hrs during
A subscriber may withdraw his night time on the date of
porting request within 24 hours porting.
of making a request for porting Replace the old SIM with
by informing recipient operator the new SIM provided by
in writing. However, the service the Recipient Operator after
provider is not obliged to refund the specified date and time.
the porting charges paid. (Note: Balance in the account
of the prepaid connection will
Porting time not be carried forward to the
The regulation envisages a new SIM).
maximum time period of 7 working
days for the completion of porting
process in all licensed service areas
except in the case of J&K, Assam
and North East licensed service
areas where the maximum time
allowed is 15 working days.
19
Chapter 5
Curbing Unwanted Commercial Communications
(CUCC)
In order to curb Unsolicited Commercial Communications(UCC), which
are a major cause of disturbance and inconvenience for telecom users,
TRAI notified the The Telecom Commercial Communications Customer
Preference Regulations, 2010 on 1st December 2010. It envisages a
National customer Preference Register (NCPR), where the customer
can opt to block all commercial communication or can selectively block
SMS from specified seven categories of 1) Banking/insurance/ financial
products/credit cards; 2) Real Estate; 3) Education; 4) Health; 5) Consumer
goods and automobiles; 6) Communication/ Broadcasting / Entertainment/
IT and 7) Tourism and leisure or can continue to get all calls/ SMS.
20
the various directions issued are identification of telemarketing
given below: voice calls
(i) Telemarketers have to register (v) Double filtering process, by
with TRAI by paying Rs.5000 which both the telemarketers
as registration fee and have to and the Access Providers
deposit Rs.50,000 as security should ensure proper filtering
deposit with the operator of unsolicited commercial
before taking telecom calls and SMS so that no call or
resources. SMS is sent to any customer
(ii) Stringent penalty provisions registered on NCPR unless he
for violation of regulations has opted for it.
with provision for recovery (vi) Separate headers for
of penalty from the security transactional and promotional
deposit of the telemarketer. messages to facilitate easy
(iii) If the telemarketers violate identification by consumers.
the provisions of the (vii) Service providers to obtain
regulations on six occasions, undertaking from new
all their telecom resources customers that they will
will be disconnected and they not misuse the connection
will be blacklisted, by which, and they shall be liable for
they cannot take any telecom disconnection in case of
resources for the next two misuse.
years. (viii) In case a consumer uses his
(iv) Separate number series telephone connection to
starting with 140 for send promotional messages,
telemarketers for voice calls, his telephone connection
which will facilitate easy shall be disconnected on
the first complaint and his
21
name and address shall be disconnection after second
blacklisted for a period of two notice of violation.
years. Upon blacklisting, all (x) The service providers have to
telephone connections in his ensure that any commercial
name shall be disconnected communication including
by all the service providers SMS, other than transactional
and he shall not get any new messages, is sent only
connection for the next two between 0900 hrs and 2100
years. Any complaint against hrs.
wrong disconnection shall (xii) For every SMS sent beyond
be addressed to the service 100 SMS per day per SIM,
provider. customers have to pay
(ix) In case commercial transaction minimum 50 paise per SMS.
has been solicited on behalf SMS pack rate will not be
of a person either on the applicable after 100 SMS in a
same mobile number or a day.
different telephone number (xiii) Service provider to advice
the telecom resources of such customers frequently through
person shall be disconnected SMS, at least once in six
after second notice. For months, not to send UCC and
example if unregistered about the consequences of
telemarketers using their violations.
mobile connection solicits
(xiv) Service providers to
commercial communication
implement web based UCC
on behalf of say real estate
complaint lodging system and
companies, then the
a dedicated email address to
resources of the real estate
enable consumers to lodge
company will also be liable for
UCC complaints.
22
(xv) Lodging of a UCC complaint among the 7 categories or
through SMS has been made any change of choice. The
easier. Now the complaint customer care executive
can be lodged through SMS will confirm and register the
by simply forwarding the UCC preference of the customer
SMS to 1909 after appending in the Provider Customer
the telephone number and Preference Register. The
date of receipt of the SMS. customer care executive
informs about the preference
How to Register exercised by him through SMS
A subscriber can register and also indicates the unique
his preference or change of registration number.
preference by making a call
The subscriber can also
on toll free number 1909
register his preference or
and inform the customer
change of preference by
care executive regarding
making a call on short code
preference of registration i.e.
1909 and select preference to
Fully blocked or Partially
register or change preference
blocked, if preference
as prompted by IVRS. The
is for partially blocked,
IVRS will confirm exercise of
the choice of preference
23
preference. The customer will customer has to send SMS
be informed of his registration STOP<OPTION>, e.g. STOP 1
of preference and the unique for stopping messages from
registration number. opted banking category.
The subscriber can also The customer needs to make
register preference by sending call/send SMS for registration
SMS to 1909. For example, of preference or change of
if the customer wants to preference or deregistration
register under fully blocked from telephone number
category, he has to send which is to be registered or
msg. text START<space>0 deregistered.
to 1909. For receiving only Once the subscriber registers
banking/insurance related the preference, he would
information, he has to send cease to receive commercial
msg. text START<space>1. communications as per the
To exercise option for preference(s) after a period
Partially blocked and choose of 7 days from the date
more than one options out of of registration or change
7 categories he has to send preference.
msg. text START<space>1,
2,.
The subscriber can stop/
alter his preference by
making voice call to 1909, or
call IVRS (1909) or sending
SMS to 1909. To stop the
message from any partially
blocked/opted preference,
24
What to do in case he gets For registering the complaint
through SMS, the subscriber should
commercial communica- forward the SMS to 1909 in the
tions even after registration following format:
The UCC, XXXXXXXXX, dd/mm/
yy where XXXXXXXXXX is the
telephone number or header of the
UCC. On registration of complaint,
a unique complaint number will be
communicated to the complainant
by the operator and the action
taken on the complaint will be
In case a subscriber receives informed within 7 days.
unsolicited commercial
communication after registration,
he may make a complaint to the
service provider through voice call
or SMS to toll free short code 1909
within 3 days of receipt of such
UCC.
25
Chapter 6
Telecommunications Tariff
Telecommunication Tariff is one of the most important issues concerning
the consumers. The Telecom Regulatory Authority of India Act, therefore,
specifically provides that the Authority may from time to time notify in the
official gazette the rates at which the telecommunication services shall
be provided. Accordingly, the Authority notified the first comprehensive
tariff order in 1999. During the course of the years, Telecommunication
Tariff Order, 1999 has undergone several changes and amendments to
address new issues and situations.
26
case of lifetime or unlimited maximum permissible charges
validity plans, the plan is valid for voice calls and SMSs
as long as the Service Provider while on national roaming,
is permitted to provide such irrespective of the terminating
telecom service under the networks, and irrespective of
current license or renewed tariff plans are as below:
license. In the case of plans
with lifetime validity or
unlimited validity, the service
provider shall also inform the
subscribers of the month and
year of expiry of their current
license.
ii. For any tariff plan, the service
provider is free to reduce
tariffs at any time. However,
no tariff item in a tariff plan
can be increased by the service
provider within the validity of
the plan-
2. In respect of other tariff
plans, within six months from ii) Receiving SMS is free while on
the date of enrolment of the national roaming.
subscriber; (iii) Customers can also avail of
Tariffs for roaming services partially free roaming or fully
free roaming on payment of
(i) For customers, whether
fixed charges by subscribing
prepaid or post-paid, roaming
to special tariff plans during
outside his service area, the
roaming.
27
Safeguards for Prepaid In case of straight tariff
reductions, the subscribers
Subscribers should automatically get the
Majority of the consumers of benefit of such reduction
mobile services are users of prepaid without any precondition
services. Some of the specific of any explicit action by the
orders and directions intended to subscriber.
safe guard their interests are:
Subscribers in the existing
The charges for replacement lifetime validity plans or
of lost/ damaged SIM card unlimited validity plans can
shall be based on cost with a migrate to new lifetime plans
reasonable mark-up. or unlimited validity plans
If there is any amount that with lower entry fee without
is unused at the end of the having to make additional
validity period, this amount payment or recharges.
should be carried over to the Every service provider should
renewed card, if such renewal offer and make available to
is done within a reasonable, the consumer at least one
specified period. top up voucher of Rs.10/-
All services which do not denomination for adding
affect talk time value monetary value in the account
including incoming voice of pre-paid subscribers.
calls / SMS shall continue to The Processing Fee levied
be available to the Pre-paid on top-up vouchers shall
subscribers during the entire not exceed Rs. 3/- or 10%
validity period even after the of Maximum Retail Price
talk time value is exhausted. whichever is less.
28
Safeguards to Postpaid same has to be intimated to
him in advance. The initial
Subscribers credit limit has to be intimated
Postpaid subscribers have the right within 7 days of activation of
to demand hard copy of the bill free the service.
of cost.
ii. Consequences of usage and
Bills raised by service providers other applicable charges
should contain sufficient exceeding the credit limit
information required by the as well as the manner in
customer and in case any customer which the credit limit could
requests for itemised bills relating be enhanced, also has to be
to long distance calls, it should be informed to the subscriber in
provided free of charge. advance.
Refund of security deposit iii. When the usage and other
The Regulations on Quality of applicable charges reaches
Service issued contain a parameter 80% of the credit limit, an
on refund of security deposits within intimation to this effect should
a period of 60 days after closure be provided to the subscriber.
of connection. In case security iv. On receipt of the intimation,
deposit is not refunded within the the subscriber has the option
stipulated period, service providers to make interim payments in
are required to pay interest at the whole or in part or to restrict
rate of 10% per annum for the delay his further usage so that
the credit set for him is not
Credit limit for post-paid exceeded.
subscribers v. Services to the subscriber
i. A credit limit is set for every cannot be disrupted until and
post-paid subscriber and the unless the credit limit fixed
29
for a subscriber is exceeded, This provision would not
despite adequate intimation apply to calls terminating
about the same. outside the country.
vi. Irrespective of the level of Tariff plans with misleading
credit limit, the services of a
subscriber cannot be disrupted
titles prohibited
as long as the amounts due (i) No tariff plan should be
is below the amount of his offered, presented, marketed
security deposit. or advertised in a manner
that is likely to mislead the
vii. The credit limit set for a
subscribers. For example, title
post-paid customer has to
of a tariff plan, which suggests
be included in his monthly absence of rental, (e.g. zero
statement / bill. rental) would be misleading
Safeguards common to if the plan has Monthly
Mandatory Fixed Charge in
Pre-paid and post-paid one form or other.
subscribers (ii) All monthly fixed recurring
Tariff Plan with pulse duration of charges, which are compulsory
one second for a subscriber under any
Every service provider given plan, should be shown
providing cellular mobile under one head.
service should offer to the (iii) Charges for CLIP facility
subscriber at least one pre- cannot be made a compulsory
paid and one post-paid tariff item of tariff for subscribers
plan with pulse duration of in any tariff plan. Whenever,
CLIP charges are sought to be
one second for local and
levied by the service providers
national long distance calls.
it should be optional for the
subscribers.
30
Publication of Tariff Plans (iii) The service providers also
have to publish all the tariff
In order to facilitate the telecom
plans in prescribed formats in
subscribers to choose the tariff
at least one regional language
plans that best meet their needs,
and one English newspaper at
all service providers have been
an interval not more than six
mendated to publish the tariff
months.
plans.
(i) All the tariff plans should Tariff Advertisements
be made available to the In order to ensure further
subscribers in the prescribed transparency in telecom tariff
formats at the Customer offers and facilitate the telecom
Care Centers, points of sale/ subscribers to choose the tariff
retail outlets as well as on plans that best meet their needs,
the website of the service further instructions have been
providers. issued to all the service providers
(ii) Whenever there is a change on Tariff Advertisements.
in any of the tariff plans, the (i) Every advertisement
service provider has to update published by the service
the same in the prescribed provider must be transparent
formats on their website and non-misleading and the
and in their customer care design, colour, font type &
centre, and make available size, tone & volume of the
the updated tariff plans in advertisement be legible,
these formats by the 7th day audible and unambiguous;
of January, April, July and (ii) all tariff advertisements
October at their points of sale must disclose all material
and retail outlets. information which is likely to
influence the decision of a
31
subscriber in an unambiguous days specified as blackout days
manner; after the same is subscribed
(iii) all tariff advertisements must by a consumer.
contain the website address (iii) The SMS/call charges
and customer care number of applicable on such specific
the telecom service provider blackout days have to be
to enable the customer indicated on the package
to obtain any information offered to the consumer.
pertaining to the tariff plan. (iv) A consumer shall not be
Black Out Days charged for calls or SMSs on
blackout days in excess of the
rate in the tariff plan in which
he is enrolled.
(v) The service provider shall
inform the consumer, through
SMS, not earlier that 72 hours
Special days on which Service and not later than 24 hours
Providers do not allow free/ prior to the commencement of
concessional calls/ SMS are referred blackout day, the occasion and
to as Black Out Days. TRAI has date of blackout day and the
issued following guidelines to rate applicable for calls and
protect the interest of consumers: SMSs on such blackout day.
(i) The number of blackout days (vi) The service providers shall
is limited to five days in a display the list of blackout days
calendar year. applicable for the calendar
(ii) The service provider cannot year in their respective
make any addition or websites before start of the
alteration to the number of year.
32
Chapter 7
Value Added Service
Instructions on activation The Department of Telecom
has allotted 155223 (toll
and charging for value free) as common short code
added services for unsubscription of value
added service.
Prescribed procedure to be
followed by service providers
for unsubscription of VAS
through this toll free short
code.
VAS can be charged to the
customer only after getting
verifiable confirmation from
The service provider cannot the consumer within 24
provide any chargeable hours through consumer
value added service without originated SMS or e-mail
the explicit consent of a or FAX or in writing. As an
consumer. Any value added alternative to this, the service
service, which was earlier providers can implement a
being provided free of charge double confirmation process
cannot be made chargeable involving third party gateway
without the consumers for obtaining explicit consent
explicit consent. of the consumer through
33
different modes of activation due date for renewal, the
so as to prevent activation of charges for renewal and the
VAS without consent. toll free telephone number
for unsubscribing such value
If the customer disputes, that
added service.
VAS was activated without his
consent within 6 hours (for
per day chargeable VAS) and
within 24 hours for other VAS,
the amount charged shall be
refunded to the customer.
Confirmation through SMS
to be obtained for renewal Deactivation of Value
of subscription where there
Added
is insufficient balance in the
account of the customer. Services
If there is insufficient balance You can deactivate or stop your
in the account of prepaid VAS through a simple process by
subscriber, VAS cannot dialing or sending SMS to 155223
be automatically renewed (toll free).
and money deducted on Here is how you can deactivate
subsequent recharge without your VAS Subscription.
explicit consent of the Using SMS:
consumer.
Message/Text the keyword
The service provider has to STOP from your number to
inform subscriber at least 155223.
24 hrs before the due date Receive a reply from 155223
of renewal of a subscribed with a list of VAS products
value added service, the activated on your phone.
34
For example For example
To deactivate, reply with Service To stop Callertunes, press 1
Number: To stop Cricket Alerts, press 2
1. Caller tunes To stop News Alerts, press 3
2. Cricket Alerts Press the appropriate key to
3. News Alerts deactivate the service.
Reply to this message with You will receive an SMS confirming
the number of the service you your deactivation request through
wish to deactivate. both modes (IVR/ SMS) followed by
Using IVR: an SMS confirming that your service
Call 155223 and listen to the services has been deactivated.
currently active on your phone TRAI has now mandated double
and select the service you wish to confirmation by service provider
deactivate. for VAS embedded in the SIM also.
35
Chapter 8
Saving Telephone Numbers in mobile
handset and dialing procedures for call/SMS
It has come to the notice of TRAI that there had been several instances
of incorrect dialing of landline/ mobile number by customers, resulting
in charging. Consumers may please note the dialing procedure and the
method for saving of telephone numbers in the mobile handset.
36
(b) Saving landline numbers in area, can be dialed from a
mobile phones: mobile phone from anywhere
Save landline numbers in mobile in the country with prefix
phones with the STD code, for eg. +91, for eg. +91-9922345678.
for saving a Delhi number prefix 4. For making a call or SMS from
011 followed by the number. The a mobile phone to any local
same number can also be saved mobile number, you can dial
with the prefix +9111. the mobile number without
any prefix.
DIALING TIPS
5. For making a call or SMS
Do Not
from a mobile phone to any
1. Do not dial or send SMS to mobile number outside your
any mobile number, whether service area, dial the mobile
local or outside the service number with prefix 0 or
area, with prefix 00 as the +91, eg. 09922345678 or
call or SMS may be charged +919922345678.
at international rates eg.
6. Dial a non-local landline
009812345678.
number from a landline
2. Do not dial or send SMS to
phone by prefixing STD
any mobile number, whether
Code to the number, eg. for
local or outside the service
calling Chennai from any
area, with only prefix + as the place outside Chennai, the
call or SMS may be charged telephone number should be
at international rates eg. prefixed with 044.
+9812345678.
7. Dial international numbers
Do
with prefix 00 or + followed
3. Any mobile number, whether by the country code & the
local or outside the service number.
37
Chapter 9
Consumer Education and Online Survey Tool
The telecom sector is a high growth sector. Large percentage of new
customers belong to semi-urban and rural areas. Their awareness and
exposure to various telecom related issues is limited. Hence TRAI has
initiated consumer education through conduct of Consumer Outreach
Programmes in different parts of the country. TRAI conducts regional
workshops for consumer education and capacity building of Consumer
Organizations and NGOs registered with TRAI. The consumer education
workshops provide a platform to Consumer Advocacy Group (CAGs)
and service providers to come together and discuss the concerns of the
consumers and understand the local problems.
38
Annex 1
Important QoS parameters (Basic and Cellular Mobile
Services)
39
Annex 2
Important QoS parameters (Broadband)
40
List of Consumer Advocacy Groups Registered with Trai
41
6 SAMARPIT, Centre for Poverty Dr. Sandeep Sharma, President
Alleviation and Social Research, 37, 07752-402731, 09893428881
Geetanjali Enclave, Ring Road No.2, samarpitch@gmail.com
Bilaspur (Chhatisgarh)-495001
7 Voluntary Organization in Interest of Mr. Ashim Sanyal, COO &
Consumer Education (VOICE), Secretary
O-45, Basement, Lajpat Nagar-II, 011-47331000, 47331025
New Delhi-110014 011-29849081 (Fax)
cvoice@vsnl.net
coo@consumer-voice.org
8 Sanrakshan, Mr. J.K. Bhagat, Managing
101, Ashray Mahesh Apartment Trustee
Boring Road Patna (Bihar) 0612-2534134 (telefax)
09431496489
sanrakshan_goal@yahoo.co.in
9 Bharat Jyoti, Mr. Vijay Acharya, Founder
46, Diamond Dairy, Kabir Marg, President
Lucknow (U.P.) 0522-3254455, 0522-2237899
(Fax) 09415028127
bharat.jyoti@yahoo.co.in
10 Himachal Upbhokta Sanrakchan Mr. Shiv Dutt Bhardwaj,
Parishad (Regd.), Verma Complex, Ist. President
Floor, NH-22 Shoghi, Shimla (H.P.) 0177-2661284 (Telefax)
09418458760
hpuspsml@gmail.com
11 National Centre for Human Dr. A.K. Gupta,
Settlements and Environment Director General
(NCHSE), E-5/A, Girish Kunj, Arera 07552465306/2463731/4277074
Colony, Bhopal (M.P.) nchsebpl@gmail.com
42
12 Upbhokta Sanrakchhan & Kalyan Mr. Padam Mohan Mishra,
Samiti, Upbhokta Bhawan, 119/354 Secretary
Darshan Purwa, Gumti No. 5 0512-2217840, 09450156430
Kanpur (U.P.) consumertalk9@rediffmail.com
13 Society for Social Transformation Mr. V. Anjaneyulu, Director
(SST), D.No. 46/162, Budhawarapet, 08518-255050, 08008663861
Kurnool (A.P.) sstanjan@gmail.com
14 Consumer Guidance Society of India, Dr. M.S. Kamath, Hon.
Block J, Azad Maidan Opp. Cama Secretary
Hospital, Mahapalika Road, Mumbai 022-22621612, 022-22659715 (F)
cgsibom@gmail.com
15 Ford Trust, Karaikudi KUDIL, Mr. C. Paul Alaga Rasan,
Maruthangudi, Project Director
Siravayal Post, Karaikudi (TN) 04577-264334, 09788979901
fordtrustindia@yahoo.co.in
16 Rajkot Saher Jilla Grahak Suraksha Mrs. Ramaben Mavani,
Mandal,329, Popatbhai Sorathia President
Bhavan, Sadar Bazar, Rajkot (Gujarat) 0281-2471122/3041329
09426201611
mavaniramb@sancharnet.in
17 Women Action Group (WAG) Mrs. G. Mohana, Secretary
Gangavalli (P.O.), 04282-232852, 04282-232219
Attur Taluk, Salem District (Fax) 09442770987
Pin 636105 (T.N.) swagsk_sk@yahoo.co.in
43
19 Rastriya Samuddeshiya Vikas Ms. Poonam Sharma,
Sansthan, President
89-C Raj Bhawan, South Bhopa Road, 09319758110
Muzaffar Nagar (U.P.)-251315 rsvsmngo@rediffmail.com
20 Shramik Varg & Nirmal Varg Mr. Indradev Rai, Secretary
Vikas Sansthan Village & P.O. 09450823837
Patwadhkautuk Block Bilariaganj sramikvarg@yahoo.co.in
Tahsil Sagri Azamgarh (U.P.)
21 Indian Institute of Technology & Dr. R.D. Usmani President/
Entrepreneur Development (IITED), Director
IICR Campus, Near Mangla Traders, 01342-265992, 09412118240
Shakti Chowk, Bijnor (U.P.) iited_mngo@rediffmail.com
22 Consumer Coordination Council (CCC) Mr. S.C. Sharma Director
A-20-21 (NITS Bldg.) Institutional Area, 0120-4235448
Sector-62, NOIDA 0120- 2404273 (Fax)
ccc.secretriat@gmail.com
23 Mizoram Consumers Union Hqrs. Dr. Chawngsailova, General
Aizawl, Lalat Chamber, Tuikual S Secretary
Temple Square, mizoconsumer@yahoo.com
Aizawl-796001 0389-2311514, 09862419156
24 Federation of Consumer Associations, Ms. Mala Banerjee President
West Bengal, 39, Shakespeare Sarani, 033-22805927 (Telefax)
7th Floor, Room No. 701, fcawb@cal2.vsnl.net.in
Kolkata (W.B.)
25 Society for Consumers & Investors Dr. G.S. Sood, President
Protection (Regd.) 118, 2nd Floor, 011-45082832,
DDA Site-1, New Rajinder Nagar, 011-28744789 (Fax)
New Delhi 09911110385
scipindia@yahoo.com
44
26 Odisha Consumers Association Mr. Arun Kumar Sahu
Debajyoti Upovhokata Kalyan Assistant Secretary
Bhawan, Bishwanath Lane Cuttack 0671-2368644
(Odisha)-753002 Knj1345@gmail.com
27 Citizen Consumer & Civic Action Ms. S. Saroja, Co-ordinator
Group, 044-24460387,
9/5, II Street, Padmanabha Nagar 044-24914358 (Fax)
Chennai-600020 helpdesk@cag.org.in
28 Consumers Association Mr. R.K. Kaplash, Chairman
7, F.F. Karuna Sadan, Sec.11-B, 0172-2245170, 09814173342
Chandigarh cfc_chd@yahoo.co.in
45
33 Vasundhara Sevarth Samajik Mr. Deelip Venketrao Patil,
Sansodhan ani Vikas Seva Sanstha At. Secretary
Post- Nanand, Tq. Nilanga 09422179776
Distt. Latur (MH)-413521 vasu_rediffmail.com
34 Consumer Protection Association, Dr. Kashyapnath President
Vishwakarma Nagar, Himmatnagar 02772-240636, 09413118426
Distt. Sabarkantha-383001 (Gujarat) Knath21@yahoo.co.in
35 Consumer Unity & Trust Society, Mr. George Cheriyan, Director
D-217, Bhaskar Marg, Bani Park, 0141-5133259, 2282823,
Jaipur-302016 (Raj) 2282482 0141-4015395 (Fax)
cart@cuts.org
36 Consumers Association Hotel Mr. Surendran P.A., General
Soorya City Sudhevan Road, Secretary
Sultanpet, Palakkad-678001 (Kerala) 9446059952, 0491-2569952 (F)
surendranpdca@gmail.com
37 Citizen Awareness Group Mr. Surinder Verma, Chairman
#2812/38-C Chandigarh 0172-4007412,09417008805
citizenawareness@yahoo.com
38 Navjeevan Society Mr. Rajendra Sharma,
19, Sharma Colony, President
22- Godown, Jaipur-302019 (Raj) 0141-6450323, 0141-4061405 (F)
09928689941
info.navjeevan@gmail.com
39 Deepalaya Mr. Pranab Kumar Ghosh,
556, Dr. A.K. Paul Road, Secretary
Kolkata-700034 (W.B.) 09903278064, 09038467832
deepalaya_wb_ngo@yahoo.co.in
46
40 Manav Kalyan Society. Moh. Mr. Shehzed Husauin,
Chashrien, B-24, Manager
Barwan Distt. Bijnor (U.P.)-246701 09837061925, 08057559824
manavkalyansociety@gmail.com
41 Consumers Guidance Society, 57-14-16, Ch. Divakar Babu Secretary
2nd Lane, New Postal Colony, Church 0866-2495324, 09440390370
Road, Patamata Vijaywada-520010 consumerssociety@yahoo.com
(A.P.)
42 Consumer Research, Education, Prof. Dr. P. Duraisingam,
Action, Training and Empowerment, Chairman
2/84, Melachatram Street, 04369-220954 (telefax)
Paramakudi, Ramanathapuram dist., 09443381816
Tamilnadu, PIN-623707 createdurai@gmail.com
Nodal Officer to deal with Consumer Advocacy Groups registered with TRAI
Nodal Officer Tel. No. & Fax No. & e-mail
Joint Advisor (CA) 011-23664555
Telecom Regulatory Authority of India 011-23213036 (Fax)
Mahanagar Door Sanchar Bhawan jaca@trai.gov.in
(Old Minto Road) New Delhi-110002
47
Consumers Handbook on Telecommunications
is also available in the following languages on TRAI website:
www.trai.gov.in/content/mpci.aspx
1. Hindi 7. Marathi
2. Assamese 8. Malayalam
3. Bengali 9. Kannada
4. Oriya 10. Tamil
5. Punjabi 11. Telugu
6. Gujarati
Content Disclaimer
This handbook has been published for the assistance, education and
information of the consumers and information contained therein is
general in nature, condensed from the original telecommunication tariff
orders, directions and regulations. Full text of these telecommunication
tariff orders, directions and regulations are available on TRAIs website
www.trai. gov.in. The users may refer to the TRAI Act, 1997 (24 of 1997),
as amended from time to time and to the text of telecommunication tariff
orders, directions and regulations and their amendments, as published
in the Gazette of India/TRAIs website before taking any legal recourse.
Under no circumstances shall the Telecom Regulatory Authority of India
be liable for any loss, damage, liability or expense incurred or suffered
that is claimed to have resulted from the use of material contained in
this handbook, including, without limitation, any error or omission, with
respect thereto.
48
Mahanagar Doorsanchar Bhavan
Jawaharlal Nehru Marg, New Delhi-110002
Website: www.trai.gov.in