Postpaid Mobile Phone Users - Rights to know

Telecom Regulatory Authority of India ( TRAI ) has framed following guidelines to mobile phone - postpaid users across India. We are presenting these guidelines in the form of Question and answers to you.

1. A consumer has made a request for termination (closure) of the service. How long has he to wait? What about rentals and other dues?

The service provider shall terminate the connection within 7 days. They cannot charge rental or any other charges beyond the period of 7 days of request for closure made by the customer. Further, fresh bills shall be raised only after adjustment of the security deposit. The closure/ termination of service shall not be made conditional upon payment of dues/ bills/settlement of dispute. The outstanding amount of security deposits has to be refunded within 60 days of closure/ termination of service. In case of delay in refund beyond 60 days, a consumer is entitled to interest at the rate of 10% per annum for the number of days refund is delayed beyond 60 days.

2. What is the time limit within which a billing/ charging complaint has to be resolved?

A billing complaint (post-paid connections) and charging complaint (pre-paid connections) has to be resolved within 4 weeks. Any credit/ waiver/ adjustment, arising out of such resolution of complaint has to be made to customer’s account within one week of resolution of the complaint.

3. Is it mandatory for operators to convey to post-paid subscribers all compulsory fixed charges?

Yes, all monthly fixed charges, which are compulsory under a given tariff plan are to be shown under one head, for clarity and comparison of different tariff plans on offer.

4. Can the service provider charge for ‘CLIP facility’?

Yes, the service provider can charge for CLIP facility. However, charges for CLIP cannot be made compulsory in any tariff plan. Whenever CLIP is made chargeable, it shall be optional for subscribers and should be transparently conveyed.

5. Can the unused amount in recharge coupons be carried forward?

Yes, any unused balance in the prepaid account shall be carried forward and credited if the subscriber recharges within the period specified for the purpose.

6. Can a service provider levy charge for provision of hard copy of the bill?

No. TRAI has prohibited levy of charges for provision of hard copy of the bill to the post-paid subscribers.

7. Whether any charges have to be paid for migration from one plan to another?

No charges are payable by the subscriber for migration from one tariff plan to another tariff plan.

8. Whether any fixed charge / rental can be levied by the service provider for providing national roaming services?

No fixed charge / rental in any form is permitted for accessing national roaming services.

9. Can TRAI help a consumer in resolving individual complaints?

The TRAI Act, 1997 does not envisage handling of individual consumer complaints by TRAI. As per the Telecom Consumers Protection and Redressal of Grievances Regulations, 2007, in case a consumer has a complaint, the first step is to register the complaint at the toll free Call Centre number of the service provider and obtain a docket number, confirming registration of the complaint.