VAS can be De-Activated by calling on 155223

[kalpeshaparmar 66]

New complaint number to get unwanted mobile VAS deactivated.

Telecom consumers can now register complaint about wrongful activation of value added services (VAS) like mobile Internet and caller tunes on a new common number, 155223, for all operators.

Telecom operators will have to refund the amount charged for such activation of services if consumers inform about it within 24 hours on this common number.

The service has been put in place by telecom operators jointly after telecom regulator Trai refused to give them any leeway in such cases from February 2. Operators reported compliance to Telecom Regulatory Authority of India on February 1.

"A common solution has now been devised for all of industry which will enable simple and easy exit. It came onto force on February 1," Trai Chairman Rahul Khullar told PTI.

Subscribers who have been using any value added services beyond 24 hours can also request for deactivation of service on this number. Telecom operator will have to deactivate service within four hours of getting phone call but the customer will not be eligible to claim refund in such cases.

On July 4, 2011 Trai directed telecom operators to obtain explicit consent of consumers "through consumer originated SMS or e-mail or FAX or in writing within 24 hrs of activation of the value added service and charge the consumer only if the confirmation is received from him" for subscribing it.

The industry has objected to this direction and estimated Rs 12,000 crore revenue loss and over 10,000 job loss on complying with the direction. After failing to convince the regulator, industry body representing GSM players COAI approached telecom tribunal TDSAT but lost.

The Telecom Disputes Settlement and Appellate Tribunal (TDSAT) gave telecom operators three months time (till February 2) to comply with the direction.

As per the rule, operators will have to take consent of subscribers before activating any VAS and deactivate it without charging for it if no consent is received from them.

Trai has asked operators to inform their subscribers about the new facility and also publish its details in newspapers.

http://economictimes.indiatimes.com/news/news-by-industry/telecom/new-complaint-number-to-get-unwanted-mobile-vas-deactivated/articleshow/18369522.cms

[rajanmehta 4,056]

Welcome development. Need to see how effectively it works on the ground.

Thanks for the useful info.

[KAPILKDEV 68]

I saw the news in malayalam newspapers and says that if complained within 24 hours of activation full refund of money and if complained after 24 hours no refund of money but VAS will be deactivated within 4 hours. Wait and see what will happen

[csmart 472]

Now you will get the information on VAS activation after 24 hours and amount will also be deducted after 24 hours. So when you complain about VAS activation, they will say it was activated 24 hours ago and hence amount cannot be refunded.

This is what our telcos will do.

[KanagaDeepan 1,084]

We have to wait and see if this will be helpful for customers in the long run...

But, as usual Trai/TDSAT has set a very good loophole in this rule... -----24 HOURS, else eaten money is operator's only----- In my example, Vodafone has activated CRBT to my mom's secondary number without any SMS notification or anything, but since she rarely used that number for incoming, we came to know this only after four days.

Further the activation by SMS is also a loophole. CC will blame you that "We have received SMS from you and then only we have activated VAS". You can prove that you have received one SMS, but how can you prove that you have NOT sent any SMS, as they can fake their system has got SMS from you???

All we can do is wait and watch...

[rajanmehta 4,056]

Yesterday TRAI issued revised guideline for activation and de-activation of VAS.

Full Document Link >> http://www.trai.gov.in/WriteReadData/WhatsNew/Documents/PR--VAS%20(1)10july13.pdf

Now customer consent for VAS activation will be needed to be taken twice, once by telecom operator & second through third party operated consent gateway!

• VAS activation procedure to include all forms of activations and scenarios –OBD, IVRS, WAP, Mobile Internet, USSD, SMS, Tele-calling and any other mode of activation.


• The service provider has to provide a system which takes a second consent from the customer before providing a value added service through any means- OBD, IVRS, WAP, Mobile Internet, USSD, SMS, Tele-calling or any other mode of activation. The first offer of a service is on the service providers’ platform and a second confirmation from the customer is through a dedicated consent gateway which is owned by a third party and not by the service provider. It is only after receiving a second confirmation from the customer, that the service provider shall activate the value added service.


• Common de-activation procedure using toll Free Common Short Code 155223. (all requests for de-activation to be completed in 4 hours)


• The deactivation procedure to be publicized through advertisements in newspapers, updation in the website and SMS blasts.


• 24hrs before auto renewals of the VAS services, information about renewals to be provided to the customers, through SMS and Outbound Dialing (OBD).


• 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.


• 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’.


• Upon activation of VAS service, the de-activation number, the validity of the VAS service and charges for renewal should be explicitly informed.


• Monthly report on activations, de-activations and complaints received and their redressal to be submitted to TRAI.