TRAI Issues Strict Guidelines To Telcos, Orders Quick Money Refund For Unwanted Activations | TechTree.com

TRAI Issues Strict Guidelines To Telcos, Orders Quick Money Refund For Unwanted Activations

Discontinuation of VAS will now have to be done within 4 hours of request being sent.

 

The Telecom Regulatory Authority Of India (TRAI) which earlier in the year provided a short-lived relief of sorts to mobile subscribers, seem to have realised the blatant violation by cellular service providers. Those who continue to be harassed with activation of Value Added Services (VAS) without consent via the number 15523, can now breathe easy. In a new development, TRAI has set stricter guidelines for operators with respect to VAS.

As per the latest guidelines, service providers will need to obtain explicit consent from customers before activation/deactivation of Value Added Services. Moreover, all deactivation processes will have to be done within 4 hours following the customer's request.

In an official press note TRAI says: "In case of wrong activation, the amount shall be refunded within 24 hours of the customer's request. Such customer requests should be within 24 hours for value added services with validity of more than one day and within 6 hours for value added services with validity of one day."

To activate a particular VAS (includes - OBD, IVRS, WAP, Mobile Internet, USSD, SMS, Tele-calling, or any other mode of activation), the service providers must now follow a dedicated consent gateway through a third party, and take explicit customer consent.VAS will be active only after this process. In accordance with this guideline, telcos will have to inform subscribers about the cost of the service, as well as the deactivation number and procedure.

It further states: "In case of USSD and SMS mode of activation, no activation response time should be greater than 10 seconds and 60 minutes respectively and in case of non-response, the same should be treated as no activation required". Customers can get other details from the official TRAI website.

The TRAI had originally issued strict guidelines with respect to VAS, way back in 2011, but telcos had sternly objected and even moved to courts against the ruling. But now, it seems like the consumers have finally won a hard-fought battle.
 


TAGS: Mobile Phones, Telecom, Government

 
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