Dear Subscriber – Are You Aware?

[kesav 127]

The salient measures taken by TRAI to protect the interest of consumers are as follows:

Tariff related issues:

* Tariff plans with misleading titles are not permitted.

* The service provider should inform the customer within a week of activation of service the

complete tariff plan and should also convey any changes to any item of tariff.

* The service provider cannot increase tariff on any item within 6 months of enrolment in a

tariff plan.

* The customer is free to move from one tariff plan to another without paying any fee for

migration.

* Tariff plans with life time validity to be available during the current licence period and also

during the renewed licence period.

* In all types of lifetime tariff plans, the service provider must inform the subscriber the

month and year of expiry of the current licence.

* Hike in any tariff item is prohibited in tariff plans with prescribed period of validity of

more than 6 months including lifetime validity or unlimited validity involving upfront

payment.

* Service Provider’s websites must contain comparison of tariff plans in terms of estimated

monthly bill.

* Even if the talk time value has exhausted, the pre-paid customers should get all services,

which do not affect “talk time value”, like incoming calls/SMS etc during the entire validity

period.

* Prepaid customer’s unused balance are to be carried forward if recharged during the grace

period specified for the purpose.

* The service provider shall intimate a postpaid customer (1) in advance about his credit limit

and (2) whenever he reaches 80% of the credit limit. Services shall not be disconnected as

long as the amount due is below the amount of his security deposit or specified credit limit

whichever is higher.

* Postpaid customers should be given, on request, detailed bill for STD/ISD calls free of

charge.

* Fixed line customers should be given rental rebate for faults pending beyond 3 days.

* Security deposits are to be refunded after adjustment of dues within 60 days, failing which

interest has to be paid @10% per annum for the delay.

* Pre-paid customers can be charged for roaming, only if one chooses to make or receive a

call while roaming and customers should be informed about this through SMS whenever

one roams into another service area.

Value Added Services:

* No chargeable value added service shall be provided to a customer without his explicit

consent.

* All communication/advertisements relating to premium rate services e.g. ring tones,

wallpaper, astrology, quiz etc. should have the pulse rate/tariff for the service.

Complaint Redressal Mechanism:

* Service Providers have appointed Nodal Officers in different service areas to deal with

complaints. Individual consumers can approach Consumer Redressal Forum for redressal of

their grievances.

* Group of consumers can approach Telecom Disputes Settlement Appellate Tribunal

(TDSAT) for adjudication of any disputes with the Service Providers.

http://www.trai.gov.in/trai/upload/misc/4/Letter23may06.pdf

(see Annexure - I)

[parin 857]

Thanks for sharing kesav

[M.S.Rao 64]

Thanks for the information

[KanagaDeepan 1,084]

Everything looks good on paper... But what is the reality??

See for example in VAS, almost all big operators (mainly Airtel and RCom) are adding to subscribers without consent of the customer... What has been done still now to stop these mischieves??? Customer has to repeatedly complaint CC, Nodal, Appelate to get his money back as refund and many didn't regain their money in this process..

But thanks for sharing the infos, Kesav Ji... My only concern is, whatever the rules framed by govt/trai to protect consumer interest, is not that much respected by the biggies, imho

[ACS 130]

^^^ Arre.. but this info will help you in Consumer court na ?

[Karthik R 246]

what about the prevalent misleading ads which offer UNLIMITED local talktime with a clear cut fair usage policy (FUP) on off-net and sometimes even on-net calls?!!

[xuketo 7]

good intentions... but wonder how well it'll be followed.

"The customer is free to move from one tariff plan to another without paying any fee for

migration." Wonder what this means for STVs.

[KanagaDeepan 1,084]

May be that is just for postpaid customers only.. Even BSNL RoTN charges Rs198 for change of plan from any other plan to "En-Nanban" plan, ofcourse in Prepaid...