Telecom Regulatory Authority of India
Consumer Handbook on Telecommunications
Mahanagar Doorsanchar Bhavan
Jawaharlal Nehru Marg
New Delhi- 110002
website : www.trai.gov.in
Foreword
Safeguarding the interests of telecom consumers and empowering them is one of
the primary objectives of the Telecom Regulatory Authority of India (TRAI). Towards this
endeavor, TRAI has been issuing Regulations, Directions and orders on various consumer
centric issues from time to time. To enable consumers and consumer organizations to take
advantage of these measures, it is important that they are made aware of these initiatives.
For dissemination of information to consumers, TRAI follows a multi-pronged approach
in the form of conduct of consumer outreach programmes, undertaking media campaigns
and publishing consumer education material. It is with this purpose, a consumer Handbook
titled ‘Consumer handbook on Telecommunications’ was published by TRAI in February,
2015. Telecom is fast moving sector and many new developments have since taken place
requiring interventions in the form of new Regulations, Tariff orders, Directions and other
initiatives by TRAI. The Handbook has now been revised comprehensively to cover all these
new developments and interventions. The Handbook is written in a simple consumer friendly
language for ease of understanding.
The handbook is intended for free distribution to consumers and the registered
consumer organizations at the consumer outreach programmes, workshops and seminars
organized by TRAI.
Iamcondentthatthisrevisededitionofhandbook,likeitspreviousedition,willhelpin
creating awareness amongst telecom consumers about various rights and privileges granted
to them by TRAI.
(R.S. Sharma)
Dated: 4 May, 2018 Chairman
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
original telecommunication tariff orders, directions and regulations. Full text of these
telecommunication tariff orders, directions and regulations is available on TRAI’s website
www.trai.gov.in. The users may refer to the TRAI Act, 1997 (2 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/TRAI’s 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.
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 (for pre-paid mobile customers) 2
4 Information to Pre-Paid subscribers on activation of a Voucher 3
5 Information to Pre-Paid subscribers relating to usage 3
6 Data Services 4
7 Past Usage details in respect of Pre-Paid mobile connections 5
8 Information about account of the subscriber 6
9 Deactivation of a mobile connection due to non-usage 6
10 Safe Custody Scheme for Postpaid mobile connections 6
11 Grace period for reactivation 6
Chapter-2 Complaint Redressal
1 Framework for complaint redressal 7
2 Establishment of Complaint Centre 7
3 Handling of complaints at the Complaint Centre 7
4 Time limit for handling complaints and service requests 8
5 Operation of IVRS on Customer Care Number 8
6 Appeal to Appellate Authority 8
7 Advisory Committee 9
8 Handing of Appeals 9
9 Disposal by the Appellate Authority 9
10 Web based Complaint Monitoring System 10
11 Telecom Consumers’ Charter 10
12 Publication of information in Newspapers and website 10
Chapter-3 Quality of Service and Billing Accuracy
1 Quality of Service (QoS) 11
2 Monitoring of QoS in TRAI 11
3 Billing Accuracy 12
Chapter-4 Mobile Number Portability
1 Porting Procedure 13
2 Mobile Number Portability for Corporate Customers 14
3 Eligibility for porting 14
4 Grounds for rejecting porting request 14
5 Withdrawal of a porting request 15
6 Porting time 15
7 Activation of ported number 15
8 Porting Charge 15
Chapter-5 Curbing Unsolicited Commercial Communications (UCC)
1 How to protect yourself 16
2 How to Register, modify or de-register preference 16
3 Way to give consent to senders of commercial communication 20
Chapter-6 Telecommunications Tariff
1 Protection against hike in tariff 22
2 Tariff plan with longer validity including lifetime tariff plans 22
3 Tariff for roaming services 22
4 Safeguards for Prepaid subscribers 23
5 Safeguards for Postpaid subscribers 23
6 Refund of security deposit 24
7 Credit limit for post-paid consumers 24
8 Safeguards common to Pre-paid and post-paid Subscribers 24
9 Tariff plans with misleading titles prohibited 24
10 Publications of Tariff Plans 25
11 Tariff Advertisements 25
Chapter-7 Value added Services
1 Instructions on activation and charging for value added services 26
2 Deactivation of Value Added Services 27
Chapter-8 Information Technology tools for subscribers’ empowerment
1 Use of IT in consumer empowerment 28
2 TRAI Analytics Portal 28
3 Mobile Apps 28
Chapter-9 Measures for enhancing Consumer Education and awareness
1 Consumer Outreach programme 31
2 Scheme for Registration of Consumer Organizations 31
3 Regional workshop on capacity building of consumer organizations 32
4 Consumer Education Literature and Media Campaigns 32
Chapter-10 Saving Telephone Numbers in mobile handset and dialing
procedures for call/SMS
1 Saving mobile numbers in your handset 33
2 Saving landline numbers in mobile phones 33
3 Dialing Tips 34
Chapter-11 Frequently Asked Questions (FAQs) 35-37
Annexure -1 Important QoS parameters (Basic and Cellular Mobile
Services)
38
Annexure- 2 Important QoS parameters (Broadband) 39
Annexure- 3 State-wise List of Consumer Advocacy Groups (CAGs)
registered with TRAI
40-48
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 Authority’s
mission is to ensure protection of interests of consumers and to nurture conditions for growth
of telecommunications, broadcasting and cable services in the country 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 high quality
of service.
TRAI has issued regulations, inter-alia, on consumer protection, complaint redressal system,
unsolicited commercial communications (UCC) 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. TRAI has also developed Mobile Applications like
Myspeed App, Mycall App and DND 2.0 App to empower consumers by providing them tools
to gain information about performance levels of service providers, share their experience
with TRAI and register their preference and lodge complaints regarding UCC.
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 a 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 till date. Starting from enrolment as a consumer of
telecommunication services, all that are relevant to the consumer like complaint redressal,
tariff, quality of service, mobile number portability, value added services, unsolicited
commercial communications, various consumer empowerment tools viz. mobile apps,
consumer outreach, saving mobile numbers in the handset, dialing tips have been dealt in
separate chapters. Details of these are also available in the TRAI website: www.trai.gov.in
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Consumer Handbook on Telecommunications
Taking a mobile connection
An individual can take a mobile connection/
subscription from any of the Telecom Service
Providers (TSPs) operating in his/her State
or service area (Service area is normally
coterminous with the State boundary). TSPs
have their sales outlets in various cities/
towns/areas of the State. For obtaining a
mobile connection the person needs to ll
Customer Acquisition Form (CAF) and attach
requisite documents. Once CAF details are
completed, he/she is given a Start-up kit by
theTSPwhoalsotakesaconrmationfrom
the subscriber about the same.
Start-up Kit
A start-up kit contains following item/
information:
(a) SIM card;
(b) A mobile number, (except in case of
mobile number portability);
(c) Information about the type of
subscription viz. Prepaid or Post-Paid;
(d) Information about Consumer Care
Number, General Information Number
and appellate authority;
(e) Abridged version of the Telecom
Consumers Charter.
The Start-Up Kit will not contain any Special
Chapter 1
Enrolment as a Subscriber of Telecommunication
Services
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Consumer Handbook on Telecommunications
Tariff Voucher (STV). However, a tariff plan
can be provided.
A mobile subscriber may opt for a Prepaid or
Post-Paid Subscription (plan).
Vouchers (for pre-paid mobile customers)
In order to avail the mobile services, a Pre-
Paid subscriber needs to buy amongst the
following vouchers offered by the TSPs
(ofinebuyinpaperform):
(a) The Plan Voucher (Red Colour) is
for enrolling a subscriber into a tariff
plan and it does not provide any
monetary value. Using this voucher,
the subscriber can also change his
tariff plan.
(b) The Top Up voucher (Green Colour)
offers only monetary value expressed
in rupee without any restriction on
its validity or usage. It is available in
multiples of ten rupees and no other
voucher can be offered in multiples of
ten rupees.
(c) The special tariff voucher (STV)
(Yellow Colour) While the applicable
ratesarespeciedinthetariffplanof
the subscriber, the subscriber can also
avail discounted tariff by activating
STVs. The STVs alter one or more tariff
componentsoftheplanforaspecied
period (validity). It may be in the form
of a discounted rate or as a certain
volume of free minutes/data/ SMS to
be availed during the validity period.
Onexpiryofthespeciedvalidity,the
charging for various services will be as
per the original tariff plan subscribed.
For Example an STV of Rs. 39/- may be
used to make STD calls at discounted
rates of say 20p/minute for a period of
28 days. Similarly, an STV of Rs. 27/-
may provide say 300 number of free
SMSs for a period of 14 days etc.
It is pertinent to note that the validity of
an STV cannot exceed 90 days except
for those STVs providing exclusive
databenetsinwhichcasethevalidity
of the STVs can be for a period upto
365 days.
STV pertaining to SMS or data,
having validity of more than 7 days
may be renewed after obtaining the
explicit consent of the subscriber in
the prescribed manner through SMS
by sending “Yes” or by e-mail or letter
or FAX and in the case of web based
program through separate “Yes”
button for giving consent. Also it can
be deactivated at any time on the
request of the subscriber, following the
prescribed procedure for deactivation
– through IVRS and SMS to toll free
short code or through web link.
(d) Combo Voucher (Blue Colour) alters
one or more items for a period not
exceeding ninety days, in the tariff
plan and adds monetary value to the
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Consumer Handbook on Telecommunications
prepaid account.
Besides, paper vouchers, a
subscriber can avail the benets
available under these vouchers by
activating them online.
Information to Pre-Paid subscribers on
activation of Voucher
Immediately on activation of a voucher, the
Telecom Service Provider (TSP) should
inform the pre-paid consumer through SMS
the following information:
(a) On activation of plan Voucher:-
(i) Title of the plan;
(ii) Validity period of the plan;
(b) On activation of Top Up Voucher:-
(i) Total amount charged;
(ii) Processing fee or administrative
charge, as the case may be;
(iii) Taxes deducted;
(iv) Net monetary value added;
(v) Total available monetary value;
(c) On activation of Special Tariff
Voucher-
(i) Total amount charged;
(ii) Validity period of the voucher;
(iii)Benetsspecictothevoucher.
(d) On activation of a Combo Voucher-
(i) Total amount charged;
(ii) Benetsspecictothevoucher;
(iii)Validity period of the specic
benets;
(iv) Net monetary value added;
(v) Restrictions, if any on usage or
validity period of monetary value.
Information to Pre-Paid subscribers
relating to usage
Immediately on making any deduction from
the account of a Pre-Paid subscriber, the
TSP needs to inform him through SMS or
USSD, the following information:
(a) After every call—
(i) Duration of the call;
(ii) Charges deducted for the call;
(iii) Balance in the account;
(iv) In case of Special Tariff Voucher,
minutes of usage deducted and
balance minutes of usage available;
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Consumer Handbook on Telecommunications
(b) After every session of data usage
over mobile ---
(i) Quantum of data usage;
(ii) Charges deducted;
(iii) Balance left in the account;
(c) After activation of any service
including value Added Service
(VAS)—
(i) Amount deducted;
(ii) Purpose for which the amount
deducted;
(iii) Balance in the account;
(iv) Validity period of the Value Added
Service.
Note: These provisions will not apply in case
the subscriber is roaming outside his service
area.
Data Services
(A) Activation or Deactivation of data
services:
(i) TSPs cannot activate data services
without the explicit consent of the
subscriber.
(ii) A subscriber can activate/
deactivate Data services by
sending an SMS or calling on toll
free short code 1925.
(iii) Data services through STV or
Combo Voucher or add-on-pack
will deem to have been activated
with consent till the expiry of the
validity period of the voucher/pack
or on the consumption of entire
data, whichever is earlier.
(iv) At periodic intervals TSPs need to
inform subscribers through SMSs
about the prescribed procedure for
deactivation of data services.
(B) Broadband Services: Information
to be provided by service providers to
Broadband subscribers (wire-line or
wireless) relating to tariff plans offered under
Fair Usage Policy –
(a) For xed broadband services:
(i) Data usage limit;
(ii) Speed of broadband connection up
tospecieddatausagelimit;and
(iii) Speed of broadband connection
beyond data usage limit;
(iv) Service provider needs to
ensure that download speed of
broadband service provided to
the xed broadband subscriber is
not reduced below the minimum
download speed for broadband
as dened by Department of
Telecommunication from time to
time, in any Fair usage broadband
tariff plan even after expiry of
assigned data quota of the
consumer.
(b) For mobile broadband service:
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Consumer Handbook on Telecommunications
(i) Data usage limit with specied
Primary technology (3G/4G) for
providing data services;
(ii) Speed offered for providing data
services beyond data usage limit;
(c) Service Providers shall:
(i) Provide alerts to subscriber through
SMS or e-mail each time when his
data usage reaches 50%, 90%,
100% of the data usage limit under
his plan.
(ii) Maintain a portal/website so that
user can access his usage at any
point of time.
(C) Alerts to be sent by TSPs to the
subscribers relating to usage of
data :-
Service providers, through SMS or USSD,
are required to send alerts about data
usage and applicable tariff to consumers as
below:
(i) Alert regarding data used, after
every 10 MB of data usage to all
mobile data users except users of
special data packs (STV / Combo/
add-on-pack). Consumers have
the option to opt out if they do not
desire to receive such information;
(ii) Alert to users of various special data
packs (STV/Combo/add-on-pack)
whenever data usage reaches to
50%, 90% and 100% of the data
available in the account or when
the available data balance reaches
500 MB, 100MB and 10MB;
(iii) Tariff applicable after exhaustion
of the data limit, when the data
usage reaches 90% of the limit or
the available data balance in the
account reaches 10MB;
(iv) Alert to international roaming
subscriber cautioning him to
deactivate data services if he does
not intend to use data services.
Past Usage details in respect of Pre-Paid
mobile connections
Though a Pre-Paid subscriber does not get
monthly bills, he is entitled to get following
information from his TSP, at a reasonable
price, not exceeding Rs. 50/-:
(a) Itemized usage charges for all calls;
(b) Number of SMSs sent and the
amount charged for such SMSs;
(c) VAS availed and the amount
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Consumer Handbook on Telecommunications
charged;
(d) Premium rate service availed and
the amount charged;
(e) Roaming charges;
The TSP has to provide this information
within thirty days of receipt of such request.
It will be obligatory on the part of the TSP
to provide information for a period of six
months preceding the date of request from
the subscriber.
Information about account of the
subscriber
Subscriber can also get the following
information by sending SMS to a separate
toll free short code:
(a) Tariff plan opted by him including,--
(i) Rates for local and long distance
(STD) calls, and differential
charges, if any, applicable for on-
net and off-net usage;
(ii) Rates for SMS;
(iii) Rates for data services;
(b) Balance available in the account of
the prepaid consumer; and
(c) Value Added Services activated on
his telephone number (155223);
Note: It is not obligatory on the part of the
service provider to provide such information to a
subscriber who is roaming outside the country.
Deactivation of a mobile connection due
to non-usage
ØNo Prepaid mobile connection shall be
deactivated on account of non-usage for
a minimum period of 90 days.
Ø Non-usage means absence of any
incoming or outgoing call or outgoing
SMS or data session or usage or value
added services or payment of rental.
Ø Beyond 90 days, an amount not
exceeding Rs 20 shall be deducted
from the Pre-paid account, if balance is
available, for extension of the period of
non-usage by 30 days at a time.
Safe Custody Scheme for Postpaid
mobile connections
Postpaid mobile subscribers can keep their
number in safe custody by paying an amount
not exceeding Rs. 150/- for every three
months.
Grace period for reactivation:
A subscriber
whose connection is deactivated shall be given
a minimum grace period of 15 days within
which he can reactivate the same number by
paying an amount not exceeding Rs.20.
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Consumer Handbook on Telecommunications
Framework for complaint redressal
As per TRAI Act, 1997, TRAI is not mandated
to handle individual consumer complaints.
TRAI through the Telecom Consumers
Complaint Redressal Regulations, has laid
down the following framework for handling
of subscriber complaints, service requests
and providing of information to subscribers
by TSPs. A subscriber is required to take
recourse to this framework for redressal of
his grievance.
Establishment of Complaint Centre
Complaint Centre is the rst stage of
complaint redressal by service providers.
The complaint centre will have toll-free
‘Consumer Care Number’. The complaint
centre shall also be accessible to the
subscribers in person as well as through
email and post.
A complainant needs to approach the
Complaint Centre of his service provider
through the toll-free “Consumer Care
Number”. The Complaint Centre has to be
open/accessible at least from 8 O’clock in
the morning (8am) to 12 O’ clock at midnight
(00:00 Hrs) on all days of the week. In case
subscriber’s landline telephone/mobile
is faulty, he can make call from any other
telephone/mobile number to contact the
Complaint Centre for which a separate
number is mandated. The subscriber may
opt to speak either in Hindi or English or in
the local language of that State/service area.
Handling of complaints at the Complaint
Centre
Every complaint is registered by allotting
a ‘unique docket number’. The Complaint
Centre will communicate the unique
docket number along with date and time of
registration and the time limit for resolution
of the complaint through SMS. Also on
completion of action on a complaint, the
subscriber will 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 for at least three
months against each docket number.
The consumer is advised to store the unique
docket number and the information on
Chapter 2
Complaint Redressal
8
Consumer Handbook on Telecommunications
actiontaken.Incaseheisnotsatisedwith
the redressal, he can use these details while
preferring an appeal against the resolution
of complaint centre.
Time limit for handling complaints and
service requests
The time limit for handling complaints and
servicerequestsisasspeciedintheQuality
of Service regulations, given in Annex-I &
II.Incaseswherenotimelimitisspecied
in the QoS regulations, the complaints and
service request have to be addressed within
3 days.
Handling of queries
In case a subscriber needs certain
information from the service provider, he
may dial the “General Information Number”
established by the service provider. If he
calls the Customer Care Number and asks
for Information, he may be directed to call
General information Number. The Service
provider may charge the subscriber for
speaking to the agent providing general
information. Charging will take place only
when one presses the key for speaking to
consumer care agent in the IVRS menu.
Operation of IVRS on Customer Care
Number
The Interactive Voice Response System
(IVRS) at the “Customer Care Number”
operates in the following manner:
Appeal to Appellate Authority
If a subscriber is not satised with the
redressal of his complaint, or his complaint
remains unaddressed or no intimation of
redressal of the complaint is received within
the specied period, he can approach
the Appellate Authority for redressal of
his complaint. The contact details of the
Appellate Authority are available in the start-
up kit, website of the service providers and
their sales outlets.
Thereisnofeeorchargeforlinganappeal.
Subscriber may le the appeal through
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Consumer Handbook on Telecommunications
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.
Advisory Committee
There would be an Advisory Committee to the
Appellate authority of the service provider in
every service area. The advisory committee
consists of two representatives - one from
the TSP and the other from Consumer
Advocacy Group (CAG) registered with
TRAI. The Advisory Committee has to give
its advice on every appeal to the Appellate
Authority for its consideration.
Handing of Appeals
The secretariat of the Appellate Authority
has to:
Ø Register an appeal immediately on
receipt by assigning a unique appeal
number.
Ø Acknowledge the appeal, within three
days of its receipt, by sending the
unique appeal number through SMS or
e-mail to the consumer.
Ø Forward, within three days from the
date of receipt of the appeal, a copy
of the appeal to the service provider
concernedforllingareply,withinseven
days, along with relevant information,
document or record; and
Ø Place before the Advisory Committee
for its consideration the reply of the
service provider along with the appeal,
within two days of receipt of reply from
the service provider.
The Advisory Committee has to render its
advice on every appeal placed before it
within fteen days. The secretariat has to
place the advice of the Advisory Committee
before the Appellate Authority, within two
days of receipt from the Committee.
Disposal by the Appellate Authority
When an appeal is placed before the
Appellate Authority, it may conduct such
inquiry as it considers necessary and
dispose off the appeal within ten days by
passing a reasoned order in writing, stating
therein the points for determination and the
decision thereon. The Appellate Authority
is expected to give due consideration to
the advice given by Advisory Committee.
In case the Appellate Authority decides the
Appeal against the advice of the Advisory
Committee, it should record the reasons for
the same in the order passed by it.
The secretariat of the Appellate Authority
has to intimate the decision on the appeal,
through SMS or email or post, to the
appellant and the service provider.
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Consumer Handbook on Telecommunications
Web based Complaint Monitoring System
Every service provider is mandated to set up
a Web based complaint monitoring system
through which the subscribers can track their
complaints.
The process for complaint monitoring is also
to be published in newspapers every six
months.
Telecom Consumers’ Charter
All TSPs are required to publish a Telecom
Consumers Charter in Hindi, English and the
local language of the service area/State. The
Charter will inter-alia contain information on
the following:
Ø Terms and conditions of service,
Ø Information about complaint redressal
mechanism,
Ø Complaint redressal procedure,
Ø Different time frames specied by the
Authority for various complaints under
QoS regulations,
Ø Consumer Care Number-Toll free,
Ø General Information Number-Toll Free or
Chargeable Basis,
Ø Various procedures related to services
like mobile number portability, termination
or disconnection of service offered by the
service provider,
Ø Rights of the consumers under different
regulations, orders issued by the
Authority,
Ø Duties and obligations of service providers
under different regulations, orders and
direction issued by the Authority etc.
The Start-up Kit, which a mobile subscriber
gets at the time of enrolment of service, would
contain an abridged version of the Telecom
Consumers Charter.
Publication of information in Newspapers
and website
The service providers have to publish the
following information in leading newspapers
in Hindi or English and local language once
every six months and also make the same
available in their web site:
Ø Customer Care Number;
Ø General Information Number;
Ø Contact details of the Appellate Authority;
Ø Procedure for monitoring of complaints
on the web based complaint monitoring
system.
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Consumer Handbook on Telecommunications
Quality of Service (QoS)
TRAI has laid down the Quality of Service
Standards for various services through QoS
regulations issued, from time to time. TRAI
has separate QoS regulations governing the
standards of quality of service for wireline
(Basic), cellular mobile telephone services
(2G, 3G & 4G VOLTE), broadband services
and wireline data. The important parameters
on QoS and the benchmarks for meeting
the parameters by the service providers are
given at Annex-I & II.
Monitoring of QoS in TRAI
In order to ensure quality of service and to
monitor the performance of service providers,
TRAI adopts threefold strategy:
(i) Quarterly Performance Monitoring
report from service providers;
(ii) Audit of QoS by third party agencies
and;
(iii) Survey of Customer satisfaction through
third party agencies.
The audit of the network for QoS of mobile
telephone service is undertaken on quarterly
basis in all the service areas, while the audit
for basic and broadband services is done on
yearly basis. The survey of subscribers to
ascertain the level of customer satisfaction
is also undertaken by TRAI at periodic
intervals. The audit and surveys are carried
out through independent agencies and the
ndings arepublished on theTRAI website
for information to the stakeholders.
TRAI also regularly conducts ‘drive tests’ in
different cities, along national highways and
train routes to ascertain the quality of network
ofdifferentserviceproviders.Thendingof
these drive tests are regularly posted on TRAI
website for information of all stakeholders.
TSPs are required to consider these reports
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 telecommunications
service.
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Consumer Handbook on Telecommunications
for effective improvement of their networks.
In order to provide for extensive monitoring
of call drop at ‘cell’ level instead of assessing
it based on average of the performance
of all cells/BTSs in a service area, TRAI
has amended the QoS Regulations (5th
Amendment) in August, 2017. This revised
approach for measuring ‘Drop Call rate’
will give better insight into the network
performance of service provider and will help
to identify local areas where performance has
not been upto the mark. TRAI also monitors
the call drop through fortnightly reports from
service providers. These data are analyzed
and displayed for the benet of consumers
through the TRAI Analytics portal (www.
analytics.trai.gov.in).
In case TSPs fail to comply with the QoS
benchmarks of TRAI, graded nancial
disincentive can be imposed on them.
Billing Accuracy
In order to protect the interest of subscribers
from inaccurate billing and charging, TRAI
has prescribed a uniform code of practice for
metering and billing accuracy. The service
providers have to get their Metering and
Billing System audited annually through one
of auditors empanelled by TRAI and an audit
certicate for each nancial year has to be
furnished to TRAI not later than 31st July of
every year. The service providers are also
required to submit TRAI by 15th November
of every year ‘Action Taken Report’ on
inadequacies, if any, pointed out by the
auditor in the audit report.
During the audit, call data records of one
month for the following tariff plans have to be
audited in each Quarter:
(a) Three Prepaid and two Post-Paid
plans having the maximum number
of subscribers at the beginning of the
Quarter.
(b) Two new Prepaid and Post-Paid tariff
plans launched during the Quarter;
(c) Two special Tariff Vouchers having
maximum number of subscribers at the
start of Quarter; and
(d) Two Prepaid data plans having
maximum number of subscribers at the
start of Quarter;
TRAI has issued a detailed checklist for audit
and Guidelines for implementation of metering
and billing regulation. The audit covers
checking of overbilling, roaming charges
levied on subscribers’ vis-à-vis the published
tariff, charging for value added services,
vericationofbilldeliveryprocess,redressal
of billing complaints and complaint handling
process, activation time for recharges etc.
The systemic deciencies observed during
audit are to be corrected in a time bound
manner. The audit of the metering and
billing system has helped in identifying many
systemic issues and has also helped the
service providers to improve their system
processes in billing and thereby reduce
incidences of billing complaints.
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Consumer Handbook on Telecommunications
Porting Procedure
A subscriber of the Donor Operator desirous
of porting his mobile number need to:-
Ø Contact Recipient Operator (RO) to
whom he wants to port his mobile
number.
Ø Obtain Customer Acquisition Form
(CAF) & Porting Form from the RO (it
can be in electronic form too)
Ø Read the eligibility, permissible grounds
for rejection of porting requests and
other conditions carefully.
Ø Obtain ‘Unique Porting code’ (UPC)
from Donor operator by sending SMS
from the mobile number sought to be
ported. To obtain UPC, the subscriber
needs to send an SMS from his mobile
number to a designated number ‘1900’
with the text ‘PORT’ followed by space
followed by 10 digit mobile number
sought to be ported. Donor operator
upon receipt of request, issues the
unique alphanumeric code to subscriber
through SMS.
Ø For corporate subscriber, UPC is
prexedwithcharacter‘C’todistinguish
that it is corporate number.
Ø It may be noted that the UPC so obtained
will be valid for 15 days for all service
areas except J&K, NE & Assam Service
Areas where it will be valid for 30 days.
Ø If eligible, ll up the CAF and Porting
Form, mentioning UPC using KYC
process as prescribed by Department
of Telecom in its guidelines issued from
time to time.
Chapter 4
Mobile Number Portability
Mobile Number Portability is a 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 service area to another of the same Service
provider within the country. The mobile number portability process involves three
parties: (i) the concerned subscriber (ii) the Donor Operator or service provider from
whom the subscriber has his present subscription and wants to portout his number;
and (iii) the Recipient Operator (New Service Provider) to whom the subscriber wants
to port his number or wants to take subscription.
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Consumer Handbook on Telecommunications
Ø A Post-Paid subscriber needs to submit
a paid copy of the last bill along with
Porting Form and CAF (eKYC Process).
Ø Obtain new SIM card from the Recipient
Operator.
Mobile Number Portability for Corporate
Customers
In case of porting of a corporate mobile
number i.e. the mobile phone number
allotted in the name of a body corporate,
rm or any organization or body, porting
request should also be accompanied by
an authorization letter from the authorized
signatory of the subscriber permitting such
porting in the prescribed format.
In case of corporate mobile numbers, a
porting request can be made for porting of
maximum 50 mobile numbers and porting
charges for each such mobile numbers shall
be applicable.
The porting request, if made for more than
one corporate mobile number, such numbers
should belong to the same Donor Operator.
Eligibility for porting
A subscriber holding a mobile number is
eligible to make a porting request only after
90 days of the date of activation of his mobile
connection in the Donor Operator’s network.
If a mobile number is already ported once,
the number can again be ported only after 90
days from the date of the previous porting.
At the time of porting request, a Post-
Paid subscriber is required to submit an
undertaking that he has already paid all
the dues as per the last bill to the Donor
Operator and that he/she would be bound
to pay all the dues to the Donor Operator till
its eventual porting and agrees that in event
of non-payment of any such dues to the
Donor Operator, the ported mobile number
is liable to be disconnected by the Recipient
Operator.
In the case of Pre-Paid subscriber, he needs
to give an undertaking that he understands
that at the time of porting, the balance
amount of talk time, if any, would lapse.
Grounds for rejecting porting request
Porting request can be rejected by the Donor
Operator if:
(a) Outstanding payment by way of pending
bill(s) as per normal billing cycle is Rs.
10/- or more.
(b) It has been made before ninety days
from the date of activation of a new
connection.
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Consumer Handbook on Telecommunications
(c) Change of ownership of the mobile
number is under process.
(d) Mobile number sought to be ported has
been prohibited by a Court of Law.
(e) For contractual obligation, the subscriber
has not complied with the subsisting exit
clause.
(f) Unique porting code mentioned in the
porting request does not match with the
unique porting code allocated by the
Donor Operator for the mobile number
sought to be ported.
(g) Validity period of Unique porting Code
has expired before its receipt by the
Donor Operator.
(h) Request for porting of a Corporate Mobile
Number has not been accompanied
with an authorization letter from the
authorized signatory of the subscriber.
Withdrawal of a porting request
A subscriber may withdraw his porting
request within 24 hours of making a request
for porting by informing Recipient Operator
in writing. However, the service provider is
not obliged to refund the porting charges
paid.
Porting time
The regulation envisages a 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.
Activation of ported number
Ø The Recipient Operator will intimate the
date & time of porting to subscriber.
Ø The service disruption time will be around
4 hrs during night time on the date of
porting.
Ø Replace the old SIM with the new SIM
provided by the Recipient Operator
afterthespecieddateandtime.(Note:
Balance in the account of the prepaid
connection will not be carried forward to
the new SIM).
Porting Charge
TRAI has reduced the ceiling for porting
charge from an earlier amount of Rs.19/- to
Rs.4/-. A Recipient Operator cannot charge
more than Rs.4/- from the subscriber for
porting of his number.
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Consumer Handbook on Telecommunications
How to protect yourself
To avoid the disturbance or inconvenience
caused by unsolicited commercial
communications, a telecom subscriber can
opt to block all commercial communications
or can selectively block SMS or voice calls
as per preference categories. Consent given
by the subscriber can be overwritten by the
preferences registered by him, therefore, be
aware before giving consent to any sender
of commercial communication or consent
acquirer such as any company, organisation,
brand, store etc. Now, valid consents will be
recorded digitally therefore subscribers can
even revoke their consents.
How to Register, modify or de-register
preference
Preference Register or Distributed Ledger for
Preference (DL-Preference) is the one that
keeps records of preference(s) of customers
about category of content, mode(s) of
communication, time band(s), type of day(s)
along with the details of customer who has
exercised choices of preference(s), day and
Chapter 5
Curbing Unsolicited Commercial Communication
(UCC)
In order to curb menace of Unsolicited Commercial Communications (UCC), which
is a major cause of disturbance and inconvenience for telecom subscribers, a new
framework has been notied by TRAI on 19.07.2018 vide the Telecom Commercial
Communications Customer Preference Regulations, 2018. UCC refers to any
commercial communication that is neither as per the consent given by recipient to
sender of commercial communication nor as per registered preference(s) of recipient.
However, few type communications to consumers such as transactional, service,
government messages or voice calls are not included in it. To avoid instances of
mixing of transactional, service messages with the promotional messages, the
new regulatory approach has provisions for registration of various templates e.g.
for Content, Consent and using these template such mixing may easily be detected
and prevented. Consumer data will be secured by distributed ledger technology
(maintained cryptographically through the use of ‘keys’ and signatures), so that, no
tempering with personal details, registered preferences and recorded consent can be
done.
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Consumer Handbook on Telecommunications
(a) Preference(s) to block or unblock all CC Categories of content of Commercial
Communication:
Commercial Communications Category to
be blocked or opted out
IVRS: Call to 1909
and press at
prompt to block
SMS: Send SMS
to 1909 following
text
USSD: Dial USSD
String
All CC Categories (to be blocked) except
transactional type of commercial
communication
0 FULLY BLOCK *1909*0#
All CC Categories (to be blocked) except
transactional and service type of commercial
communication
50 BLOCK PROMO *1909*50#
Commercial Communications Category to be
unblocked or opted in
IVRS: Call to 1909
and press at
prompt to unblock
SMS: Send SMS to
1909 following text
USSD: Dial USSD
String
All CC Categories (to be unblocked) 90 UNBLOCK ALL *1909*90#
All CC Categories (to be unblocked) except
promotional
51 UNBLOCK SERVICE *1909*51#
time such choices or changes in choices
were exercised in a safe and secure manner.
• Customer Preference Registration
Facility (CPRF) of service providers
will provide facility to its customers to
register their preferences on Preference
Register, throughout the year on 24
hours X 7 days basis. The customers,
free of cost can register, modify or de
register preference(s) by the following
methods
(a) sending SMS to short code 1909;
(b) calling on 1909;
(c) Interactive Voice Response System
(IVRS);
(d) sending USSD;
(e) Mobile app developed by TRAI or by
Service Provider;
(f) Service Provider’s Web portal with
authentication through OTP;
• Customers may register preference(s)
for blocking commercial communication
(CC) messages (opt-out) or for
unblocking (opt-in) by choosing following
options of means and categories:
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Consumer Handbook on Telecommunications
(b) Preference(s)ofspeciccategoriesofcontentofCommercialCommunication:
Commercial
Communications Category
IVRS: Call to 1909 and
press at prompt to
SMS: Send SMS to 1909
following text
USSD: Dial USSD String
Opt - out
(block)
Opt - in
(Unblock)
Opt - out
(block)
Opt- in
(Unblock)
Opt - out
(block)
Opt - in
(Unblock)
Banking/Insurance/Financial
products/ credit cards,
1 91 BLOCK 1 UNBLOCK 91 *1909*1# *1909*91#
Real Estate, 2 92 BLOCK 2 UNBLOCK 92 *1909*2# *1909*92#
Education, 3 93 BLOCK 3 UNBLOCK 93 *1909*3# *1909*93#
Health, 4 94 BLOCK 4 UNBLOCK 94 *1909*4# *1909*94#
Consumer goods and
automobiles,
5 95 BLOCK 5 UNBLOCK 95 *1909*5# *1909*95#
Communication/
Broadcasting/ Entertainment/
IT
6 96 BLOCK 6 UNBLOCK 96 *1909*6# *1909*96#
Tourism and Leisure, 7 97 BLOCK 7 UNBLOCK 97 *1909*7# *1909*97#
Food and Beverages; 8 98 BLOCK 8 UNBLOCK 98 *1909*8# *1909*98#
(c) Preference(s) of the mode(s) of communication:
Commercial
Communications Category
IVRS: Call to 1909 and
press at prompt to
SMS: Send SMS to 1909
following text
USSD: Dial USSD String
Opt - out
(block)
Opt - in
(Unblock)
Opt - out
(block)
Opt - in
(Unblock)
Opt - out
(block)
Opt - in
(Unblock)
All Categories of Mode 10 80 BLOCK 10 UNBLOCK 80 *1909*10# *1909*80#
Voice Call, 11 81 BLOCK 11 UNBLOCK 81 *1909*11# *1909*81#
SMS, 12 82 BLOCK 12 UNBLOCK 82 *1909*12# *1909*82#
Auto Dialer Call (With Pre-
recorded Announcement),
13 83 BLOCK 13 UNBLOCK 83 *1909*13# *1909*83#
Auto Dialer Call (With
Connectivity to live agent),
14 84 BLOCK 14 UNBLOCK 84 *1909*14# *1909*84#
Robo-Calls, 15 85 BLOCK 15 UNBLOCK 85 *1909*15# *1909*85#
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Consumer Handbook on Telecommunications
(d) Preference(s) of time band(s) for receiving of commercial communications:
Commercial
Communications Category
IVRS: Call to 1909 and
press at prompt to
SMS: Send SMS to 1909
following text
USSD: Dial USSD String
Opt - out
(block)
Opt- in
(Unblock)
Opt - out
(block)
Opt - in
(Unblock)
Opt - out
(block)
Opt - in
(Unblock)
All Time Bands 20 70 BLOCK 20 UNBLOCK 70 *1909*20# *1909*70#
00:00 Hrs to 06:00 Hrs, 21 71 BLOCK 21 UNBLOCK 71 *1909*21# *1909*71#
06:00 Hrs to 08:00 Hrs, 22 72 BLOCK 22 UNBLOCK 72 *1909*22# *1909*72#
08:00 Hrs to 10:00 Hrs, 23 73 BLOCK 23 UNBLOCK 73 *1909*23# *1909*73#
10:00 Hrs to 12:00 Hrs, 24 74 BLOCK 24 UNBLOCK 74 *1909*24# *1909*74#
12:00 Hrs to 14:00 Hrs, 25 75 BLOCK 25 UNBLOCK 75 *1909*25# *1909*75#
14:00 Hrs to 16:00 Hrs, 26 76 BLOCK 26 UNBLOCK 76 *1909*26# *1909*76#
16:00 Hrs to 18:00 Hrs, 27 77 BLOCK 27 UNBLOCK 77 *1909*27# *1909*77#
18:00 Hrs to 21:00 Hrs, 28 78 BLOCK 28 UNBLOCK 78 *1909*28# *1909*78#
21:00 Hrs to 24:00 Hrs 29 79 BLOCK 29 UNBLOCK 79 *1909*29# *1909*79#
(e) Preference of Day Type(s) for Commercial Communications of the week including public
and national holidays;
Commercial
Communications Category
IVRS: Call to 1909 and
press at prompt to
SMS: Send SMS to 1909
following text
USSD: Dial USSD String
Opt - out
(block)
Opt - in
(Unblock)
Opt - out
(block)
Opt - in
(Unblock)
Opt- out
(block)
Opt - in
(Unblock)
All Day Type(s) 30 60 BLOCK 30 UNBLOCK 60 *1909*30# *1909*60#
Monday 31 61 BLOCK 31 UNBLOCK 61 *1909*31# *1909*61#
Tuesday 32 62 BLOCK 32 UNBLOCK 62 *1909*32# *1909*62#
Wednesday 33 63 BLOCK 33 UNBLOCK 63 *1909*33# *1909*63#
Thursday 34 64 BLOCK 34 UNBLOCK 64 *1909*34# *1909*64#
Friday 35 65 BLOCK 35 UNBLOCK 65 *1909*35# *1909*65#
Saturday 36 66 BLOCK 36 UNBLOCK 66 *1909*36# *1909*66#
Sunday 37 67 BLOCK 37 UNBLOCK 67 *1909*37# *1909*67#
Public Holiday and National
Holiday
38 68 BLOCK 38 UNBLOCK 68 *1909*38# *1909*68#
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Consumer Handbook on Telecommunications
• The CPRF facility will acknowledge
registering, modifying, deregistering
the preference with unique reference
number within 15 minutes. The revised/
registered preferences would be
enforced in 24 hours.
• All service providers are directed to
publish procedure of registration,
modication and de-registration of
consent followed by them as Code
of Practice for Preference (CoP –
Preference). Subscribers can check the
procedures related to preferences on
their service provider’s website/portal.
Way to give consent to senders of
commercial communication
Senders of commercial communication are
taking consent in various forms, e.g. punching
telephone number in the computerized form
at the time of making payment or while taking
feedback about the goods or services. Now,
TSPs will not consider such proof of consents
for commercial communication. Consent
wouldbeeffectiveonlyaftervericationby
the subscriber.
• Consent Register or Distributed Ledger
for Consent (DL-Consent) records
the consent given by the customer to
sender of commercial communication or
consent acquirer in an immutable and
non repudiable manner.
• Now, customers can also revoke their
consent, if it doesn’t serve their purpose.
• All service providers are directed to
publish procedure of recording and
revoking of consent followed by them
as Code of Practice for Consent (CoP–
Consent). Subscribers can check the
procedures related to consents on their
service provider’s website/portal.
What to do in case getting unsolicited
commercial communications:
In case a subscriber receives unsolicited
commercial communication after
registration of preference(s) and against his
consent(s) given to sender of commercial
communication or consent acquirer, he may
make a complaint, as per his choice, free of
cost.
• Subscriber must make every complaint
within three days of receipt of the
unsolicited commercial communication.
However, complaints made after three
days will be submitted as report and will
be helpful for taking proactive actions
against Unregistered Telemarketers.
• Even if a subscriber has not registered
any preference, he can report against
the UCC.
• Modesofcomplaintorreportregistration
are as follows:
(a) sending SMS to short code 1909;
21
Consumer Handbook on Telecommunications
(b) calling on 1909;
(c) Interactive Voice Response System
(IVRS);
(d) Mobile app developed by TRAI or by
Service Provider;
(e) Service Provider’s Web portal with
authentication through OTP;
• The Customer Complaint Registration
Facility (CCRF) will be available on 24
hours X 7 days basis throughout the
year.
• All service providers are directed to
publish procedure of registration of
complaint and its redressal as Code of
Practice for Complaints Handling (CoP
–Complaints). Subscribers can check
the procedures related to registration of
complaint/report against UCC on their
service provider’s website/portal.
Header registration mandatory for
making any commercial communication
• Headermeansanalphanumericstringof
maximum eleven characters or numbers
assigned to an individual, business or
legal entity under these regulations to
send commercial communications.
• As per new regulatory framework, any
commercial communication may only
take place using registered header(s)
assigned to the sender(s) for the purpose
of commercial communication.
• All service providers are responsible to
establish system for header registration.
An entity or individual willing to send
commercial communication can check
the procedures related to registration of
Header on service providers’ website/
portal.
Will I be penalized if I make a call or
send an SMS of commercial nature by
mistake?
If any sender is engaged in sending
unsolicited commercial communications
from 10 digit number and complaint received
against it then, service providers are bound
to take action against such sender as under:-
• forrstinstanceofviolation,aWARNING
shall be given
• for the second instance of violation,
USAGE CAP (limiting the outgoing voice
calls and messages in a day upto 20)
shall continue for a period of six months;
•
for third and subsequent instances of
violations, all telecom resources of the
sender shall be DISCONNECTED for
a period up to two years and all service
providers will put sender’s number under
BLACKLIST category and NO NEW
TELECOM RESOURCES will be allocated
to such sender for up to two years from
the date of such communication.
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Consumer Handbook on Telecommunications
Protection against hike in tariff
i. A tariff plan once offered by a service
provider shall be available to a subscriber
for a minimum period of six months from
the date of enrolment of the subscriber to
that tariff plan.
ii. The subscriber shall be free to choose any
other tariff plan, even during the said six
months period. All requests for change of
plan shall be accepted and implemented
immediately or from the next billing cycle.
Tariff plan with longer validity including
lifetime tariff plans
(i) Any tariff plan presented marketed or
offered as valid for any prescribed period
exceeding six months or as having
lifetime or unlimited validity in lieu of an
upfront payment shall continue to be
available to the consumer for the duration
of the period as prescribed in the plan. In
the case of lifetime or unlimited validity
plans, the plan is valid as long as the
Service provider is permitted to provide
such telecom service under the current
license or renewed licenses. In the case
of plans with lifetime validity or unlimited
validity, the service provider shall also
inform the subscriber 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.
Tariff for roaming services
(i) TRAI has put a ceiling limit on national
roaming charges. For Pre-paid or Post-
paid subscribers roaming outside his
service area, the maximum permissible
charges for voice calls and SMSs
irrespective of the terminating networks,
and irrespective of tariff plans are as
below:
Chapter 6
Telecommunications Tariff
Telecommunications Tariff is one of the most important issues concerning the Telecom
consumers. The TRAI Act, therefore, specically provides that the Authority may from
time to time notify in the ofcial gazette the rates at which the telecommunication
services shall be provided. Accordingly the Authority notied the rst 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.
23
Consumer Handbook on Telecommunications
(ii) Receiving SMS is free while on national
roaming.
(iii) Subscribers can also avail of free
incoming calls facility while roaming if
they subscribed to special roaming tariff
plans offered by the service providers.
(iv) There are also STVs offered by various
service providers wherein while roaming
tariff for calls, SMSs etc are either free or
at discounted rates.
Safeguards for Prepaid subscribers
Majority of the mobile subscribers are prepaid
subscribers. Some of the specic orders
and directions intended to safe guard their
interests are:
Ø The charges for replacement of lost/
damaged SIM card shall be based on
cost with a reasonable mark-up.
Ø If there is any amount that is unused at
the end of the validity period, this amount
should be carried over to the renewed
card, if such renewal is done within a
reasonable,speciedperiod.
Ø All services which do not affect “talk time
value” including incoming voice calls
/ SMS shall continue to be available to
the Pre-paid subscriber during the entire
validity period even after the talk time
value is exhausted.
Ø In case of straight tariff reductions, the
subscriber should automatically get the
benet of such reduction without any
precondition of any explicit action by the
subscriber.
Ø Subscribers in the existing lifetime validity
plans or unlimited validity plans can
migrate to new lifetime plans or unlimited
validity plans with lower entry fee without
having to make additional payment or
recharges.
Ø Every service provider should offer
and make available to the consumer
at least one top up voucher of Rs.10/-
denomination for adding monetary value
in the amount of pre-paid consumers.
Ø The processing Fee levied on top-up
vouchers shall not exceed Rs.3/- or 10%
of Maximum Retail Price whichever is
less.
Safeguards for Postpaid subscribers
24
Consumer Handbook on Telecommunications
Postpaid subscribers have the right to obtain
hard copy of the bill free of cost. Bills raised
byserviceprovidersshouldcontainsufcient
information required by the customer and in
case any customer requests for itemized bills
relating to long distance calls, it should be
provided free of charge.
Refund of security deposit
The Regulations on Quality of Service issued
contain a parameter on refund of security
deposits within a period of 60 days after
closure of a connection. In case security
deposit is not refunded within the stipulated
period, service providers are required to pay
interest at the rate of 10% per annum for the
delay
Credit limit for post-paid consumers
A credit limit is set for every post-paid
subscriber and the same has to be intimated
to him in advance. The initial credit limit has
to be intimated within 7 days of activation of
the service.
i. Consequences of usage and other
applicable charges exceeding the credit
limit as well as the manner in which
the credit limit could be enhanced, also
has to be informed to the subscriber in
advance.
ii. When the usage and other applicable
charges reaches 80% of the credit limit,
an intimation to this effect should be
provided to the subscriber.
iii. On receipt of the intimation, the subscriber
has the option to make interim payments
in whole or in part or to restrict his further
usage so that the credit set for him is not
exceeded.
iv. Services to the subscriber cannot be
disrupted until and unless the credit
limit xed for a consumer is exceeded,
despite adequate intimation about the
same.
v. Irrespective of the level of credit limit,
the services of a subscriber cannot be
disrupted as long as the amounts due is
below the amount of his security deposit.
vi. The credit limit set for a post-paid
customer has to be included in his
monthly statement / bill.
Safeguards common to Pre-paid and
post-paid Subscribers:
Tariff plan with pulse duration of one
second
Ø Every service provider providing mobile
service should offer to the subscriber at
least one pre-paid and one post-paid tariff
plan with pulse duration of one second
for local and national long distance calls.
Ø This provision would not apply to calls
terminating outside the country.
Tariff plans with misleading titles
prohibited
(i) No tariff plan should be offered,
presented, marketed or advertised in
25
Consumer Handbook on Telecommunications
a manner that is likely to mislead the
consumer. For example, title of a tariff
plan, which suggests absence of rental,
(e.g. ‘zero rental’) would be misleading
if the plan has Monthly Mandatory Fixed
Charge in one form or other.
(ii) All monthly xed recurring charges,
which are compulsory for a subscriber
under any given plan, should be shown
under one head.
(iii) Charges for CLIP facility cannot be made
compulsory item of tariff for subscribers
in any tariff plan. Whenever, CLIP
charges are sought to be levied by the
service providers it should be optional
for the subscribers.
Publications of Tariff Plans
In order to facilitate the telecom subscribers
to choose the tariff plans that best meet
their needs, all service providers have been
mandated to publish the tariff plans.
(i) All the tariff plans should be made
available to the consumers in the
prescribed format at the Customer Care
Centers, points of sale/retail outlets as
well as on the website of the service
providers.
(ii) Whenever there is a change in any of
the tariff plans, the service provider has
to update the same in the prescribed
formats on their website and in their
customer care centre, and make
available the updated tariff plans in
these formats by the 7th day of January,
April, July and October at their points of
sale and retail outlets.
(iii) The service providers also have to
publish all the tariff plans in prescribed
formats in at least one regional language
and one English newspaper at an
interval not more than six months.
Tariff Advertisements
In order to ensure further transparency in
telecom tariff offers and facilitate the telecom
subscribers to choose the tariff plans that
best meet their needs, instructions have
been issued to all the service providers on
‘Tariff Advertisements’.
(i) Every advertisement published by the
service provider must be transparent
and non-misleading and the design,
colour, font type & size, tone & volume
of the advertisement be legible, audible
and unambiguous;
(ii) All tariff advertisements must disclose
all material information which is likely to
inuencethedecisionofasubscriberin
an unambiguous manner;
(iii) All tariff advertisements must contain
the website address and customer care
number of the telecom service provider
to enable the subscriber to obtain any
information pertaining to the tariff plan.
26
Consumer Handbook on Telecommunications
Ø
The service provider cannot provide any
chargeable value added service without
the explicit consent of a subscriber.
Any value added service, which was
earlier being provided free of charge
cannot be made chargeable without the
subscriber’s explicit consent.
Ø
The department of Telecom has allotted
‘155223’ (toll free) as common short
code for unsubscription of value added
service.
Ø
Prescribed procedure to be followed by
service providers for unsubscription of
VAS through this toll free short code.
Ø
VAS can be charged to the subscriber
onlyaftergettingveriableconrmation
from the consumer within 24 hours
through consumer originated SMS
or e-mail or FAX or in writing. As an
alternative to this, the service providers
can implement a double conrmation
process involving third party gateway
for obtaining explicit consent of the
subscriber through different modes of
activation so as to prevent activation of
VAS without consent.
Ø
If the subscriber disputes, that 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 subscriber.
Ø
Conrmation through SMS to be
obtained for renewal of subscription
wherethereisinsufcientbalanceinthe
account of the customer.
Ø
If there is insufcient balance in the
account of prepaid subscriber, VAS
cannot be automatically renewed
Chapter 7
Value added Services
Instructions on activation and charging for value added service
27
Consumer Handbook on Telecommunications
and money deducted on subsequent
recharge without explicit consent of the
subscriber.
Ø
The service provider has to inform
subscriber at least 24 hours before the
due date of renewal of a subscribed
value added service, the due date
for renewal, the charges for renewal
and the toll free telephone number
for unsubscribing such value added
services.
Deactivation of Value Added Services
A subscriber can deactivate or stop his
VAS through a simple process by dialing or
sending SMS to 155223 (toll free).
Using SMS:
Ø
Message/Text the keyword “STOP” from
the mobile number to 155223.
Ø
Receive a reply from 155223 with a
list of VAS products activated on that
mobile phone.
For example-
To deactivate, reply with Service Number:
1. Caller tunes
2. Cricket Alerts
3. News Alerts
Ø
The subscriber needs to reply to this
message with the number of the service
he wishes to deactivate.
Using IVR:
Subscriber may call 155223 and listen to the
services currently active on his phone and
select the service he wishes to deactivate.
For example-
To stop Caller tunes, press 1
To stop Cricket Alerts, press 2
To stop News Alerts, press 3
Ø
Press the appropriate key to deactivate
the service.
The subscriber will receive an SMS
conrminghisdeactivationrequestthrough
both modes (IVR/SMS) followed by an
SMS conrming that his service has been
deactivated.
TRAIhasnowmandateddoubleconrmation
by service provider for VAS to be embedded
in the SIM also.
28
Consumer Handbook on Telecommunications
Use of IT in consumer empowerment:
TRAI has launched Quality of Service
(QoS) Analytics Portal and developed
various mobile apps to empower consumers
by providing them tools to gain information
about performance levels of service
providers, share their experience with TRAI
and register their preference and lodge
complaints under UCC.
TRAI Analytics Portal
TRAI QoS Analytics portal (www.analytics.
trai.gov.in) provides a graphical view on
the map of India regarding performance of
service providers on call drop (on all India
level, service area level, district level and
Base Transceiver Station (BTS) level), BTS
density per square kilometer and network
utilization so that the consumers can make
informed choices based on quality of service
of different service providers in their areas.
This portal also provides information about
the results of drive tests undertaken by
TRAI in various cities and towns of country
to assess mobile coverage and quality of
different service providers.
Mobile Apps
TRAI MySpeed App : The App allows users
to measure his cellular data speed and to
send the results to TRAI. The application also
captures and sends coverage, data speed
and other network information alongwith
device and location of the tests but does not
send any personal user information.
All crowd sourced results are reported
anonymously and can be viewed on the
interactive map based portal (www.myspeed.
trai.gov.in). The data collected from users
periodically help TRAI to create a self-
representative picture of service providers’
network performance which can be used
by a consumer to make a informed choice
regarding selecting a TSP for data services.
Key Features:-
• App has an in-built mechanism for
running automated speed tests
• AppcanbeviewedinHindilanguage.
Chapter 8
Information Technology Tools for Subscribers’
Empowerment
29
Consumer Handbook on Telecommunications
• In-App features to compare data
experience across TSPs on map based
dashboard.
• Apprespectsconsumer’sprivacyandno
personal information is captured.
• Data speed results are reported along
with geo-location stamp, packet loss,
network delay
• App consumes minimal data for speed
tests.
• Comparative analysis of Download/
Upload speed and coverage can be
viewed on TRAI MySpeed Portal.
• AlltestsdonethroughApparebasedon
widely used algorithms.
• Canbedownloadedfreeofchargefrom
either Google play store or Apple store.
TRAI MyCall App: The TRAI MyCall App is
an application for Crowd sourced Voice Call
Quality Monitoring. The Application helps
mobile phone users to rate their experience
about voice call quality in real time and help
TRAI gather subscribers experience data
along with network data.
The app is intuitive and user friendly. Once
the app is installed, a Pop-up requests the
users to rate their call after it ends. Caller
simply selects their rating in the form of stars
and indicates if the calls were made indoor,
outdoor or while travelling. Callers can also
provide additional details such as noise or
audio delay or mark a call as ‘dropped’.
Key features:-
• AbilitytoproviderealtimeFeedback.
• Historical&summarizedfeedbackdata.
• FeaturetorateacalllaterfromHistory&
ability to rate multiple calls together.
• Mapbasedfeedbackdashboardsonthe
app.
• Congurable rating frequency settings
and data sync settings.
• Hindi language support synchronized
based on phone language setting.
• Optiontomark call asdropped orpoor
network.
• Optiontoprovideadditional information
such as background noise or audio
delay.
• Canbedownloadedfreeofchargefrom
either Google play store or Apple store.
Do Not Disturb (DND 2.0 App):- The app
helps users to register their mobile number,
change his preference and monitor the status
of his complaints with regards to UCC. This
is based on TRAI Telecom Commercial
Communication Customer Preference
30
Consumer Handbook on Telecommunications
Regulations. The App allows users to
identify unwanted Call/SMS through in-built
intelligence.
Key Features:-
• Apphasanin-builtanti-SPAMengine.
• Anti-SPAM engine works on crowd
sourced feedback and dictionary built-up
process.
• App will suggest probable SPAM for
unknown SMSs/ Calls.
• Userscanalsosuggest/markunsolicited
Calls/ SMS as SPAM.
• Users can register their mobile number
under DND category.
• Registration status under DND can be
checked and updated according to the
preference.
• RegisterUCCcomplainttotheTelecom
Service Provider upon receiving
unwanted Call/ SMS.
• UCC complaint status can also be
checked within the App.
• Canbedownloadedfreeofchargeeither
from Google play store or apple store.
Tariff Portal
Transparency is an important mandate of
TRAI. Presently TSPs publish tariff plans
on their websites. To enable consumers to
explore tariffs offered by different TSPs in
different Licensed Service Areas (LSAs), TRAI
has launched a Tariff portal namely ‘www.
tariff.gov.in’. The portal enables consumers to
access tariff plans and other tariff instruments
offered by TSPs at a single place and to make
a comparative analysis to see which plan is
best suited to their requirements.
Coverage Maps
TRAI has released Coverage Maps and
Quality of Service (QoS) Portal viz. ‘www.
coveragemap.trai.gov.in’ to facilitate
consumers to ascertain network coverage
and QoS being provided by Telecom Service
Providers (TSPs) in the country.
The portal will enable consumers to check
the mobile network coverage on geographical
maps with provision to access the information
TSP-wise, in terms of different Radio Access
Technologies i.e. 2G, 3G, 4G, location and
route path etc. Users will be able to explore the
quality of coverage - whether High, low or no
coverage in any area. Coverage comparisons
based on the TSP or technology can also be
done within the portal. Further the portal will
also host the QoS Network KPIs like Drop Call
Rate (DCR), BTS density etc. Both Coverage
Map and QoS Portal will enable consumers
to make informed choice based on the quality
of network and QoS of the different service
providers.
31
Consumer Handbook on Telecommunications
Consumer Outreach programme
The telecom sector is a high growth sector.
Large percentage of new customers
belongs to semi-urban and rural areas.
Their awareness and exposure to various
telecom related issues is limited. Hence
TRAI organizes Consumer Outreach
Programmes (CoPs) in different parts of the
country to educate the consumers about
various initiatives taken by it to protect their
interests. The programmes also provide
an opportunity to consumers to raise their
issues with the Service Providers .These
programmes also help TRAI to gain
feedback from the consumers on various
consumer centric issues including quality
of delivery of service by the TSPs. Details
of the programmes are regularly uploaded
in advance on TRAI website to facilitate
participation of people in the programme.
TRAI is also encouraging Consumer
Advocacy Groups (CAGs) to conduct such
awareness programmes at block and village
levelbyprovidingthemreasonablenancial
support.
Telecom Service providers are also
organizing consumer education workshops
to enhance consumer education. Telecom
service providers have been advised to
cover 25% of the districts of the state(s)
within their Licensed service area in a year
so that all districts of the state(s) are covered
in a span four years.
Scheme for Registration of Consumer
Organizations
One of the important objectives of TRAI is to
safeguard consumer interests and enhance
consumer education and awareness.
Clearly, it is not possible for TRAI to interact
with all consumers. Consumer organizations
or NGOs can, therefore, play an important
role in providing the necessary linkage/
interface between the consumers and TRAI.
TRAI has devised a scheme for registration
of consumer organizations/NGOs to partner
it in its endeavor to protect consumer
interests. Inthisregard,TRAIhasnotied
a Regulation ‘Registration of Consumer
Organizations Regulation, 2013’ dated
21.02.2013. The regulations, inter-alia,
outlines the eligibility criteria, procedure
and the roles expected from the consumer
organizations.
Chapter 9
Measures for enhancing Consumer Education and
awareness
32
Consumer Handbook on Telecommunications
Interested non-prot and non-political
organizations can apply for registration
under the scheme.
Regional workshop on capacity building
of consumers organizations
TRAI conducts regional workshops for
consumer education and capacity building
of consumer organizations and NGOs
registered with TRAI. These workshops
provide a platform to the consumer
advocacy groups (CAGs), service providers
and TRAI to come together and deliberate
upon the consumers concerns and
understand the local concerns. Sessions on
various technological and other important
developments happening in the telecom
sector are also held for capacity building of
CAGs and other consumers.
Consumer Education Literature and
Media Campaigns
TRAI also regularly undertakes media
campaigns in print and electronic media on
important issues of consumer interest for
wider publicity and public awareness.
33
Consumer Handbook on Telecommunications
It has come to the notice of TRAI that there had been several instances of incorrect dialing of
landline/mobile number by subscribers, resulting in charging for the calls. Consumers may
please note the dialing procedure and the method for saving of telephone numbers in the
mobile handset.
Saving mobile numbers in your handset:
(a) Saving local mobile number in mobile phones (for example number 9812345678):
Correct Remarks
98123456789 However, if you are roaming outside the service area you will not able to
dial the number from your contact list in the handset
+9198123456789 It is better to save the number in this format as one can easily use the
number from contact list even if he is on roaming.
Tips: One can always save in this format if he saves a number based on
the incoming call details
Incorrect Remarks
009812345678 The call or SMS may get charged at international rates
+9812345678 The call or SMS may get charged at international rates
(b) Saving landline numbers in mobile phones:
Save landline numbers in mobile phones with the STD code, for e.g. for saving a Delhi
numberprex‘011’followedbythenumber.Thesamenumbercanalsobesavedwiththe
prex‘+9111’
Chapter 10
Saving Telephone Numbers in mobile handset
and dialing procedures for call/SMS
34
Consumer Handbook on Telecommunications
DIALING TIPS
Do
1. Any mobile number, whether local or
outside the service area, can be dialed
from a mobile phone from anywhere
in the country with prex ‘+91’, for e.g.
+919922345678.
2. For making a call or SMS from a mobile
phone to any local mobile number, you
can dial the mobile number without any
prex.
3. For making a call or SMS from a mobile
phone to any mobile number outside your
service area, dial the mobile number with
prex ‘0’ or ‘+91’ e.g. 09922345678 or
+919922345678.
4. Dial a non-local landline number from a
landlinephonebyprexing STD codeto
the number, e.g. For calling Chennai from
any place outside Chennai, the telephone
numbershouldbeprexedwith044.
5.Dialinternationalnumberswithprex‘00’
or + followed by the country code & the
number.
Do not
1. Do not dial or send SMS to any Mobile
number, whether local or outside the
service area, (unless one is sure of the
number or wants to make an international
call) with prex ‘00’ e.g. 009812345678
or with only prex ‘+’ e.g. +9812345678
as the call or SMS may be charged at
international rates.
2. Do not dial for a missed call from any
unknown number prexed with country
code other than ‘+91’. This may attract
huge international charges.
35
Consumer Handbook on Telecommunications
A. Broadband
Q1. What is the minimum download
speed prescribed for broadband service
provider?
A. As per quality of service of broadband
service regulations, 2014 a minimum
download speed of 512 kbps will be provided
to an individual subscribers by the service
provider.
Q2. What is the fair speed usage limit in
case of unlimited data plan?
A. This is the limit of data consumption
upto which the subscriber gets the promised
speed. After the limit gets exhausted, the
speed is reduced. TRAI has mandated the
Telecom Service Provider clearly specifying
their fair usage limit and the data speed to
be provided after the fair usage limit gets
exhausted, which in the case of a broadband
connection should not be below 512 kbps.
B. Plans & Tariff
Q1. Is there a minimum validity period
prescribed for tariff plans?
A. A tariff plan, once offered by a service
provider, shall be available to a subscriber
for a minimum period of SIX months from
the date of enrolment of the subscriber to
the tariff plan. This implies that no tariff
component of that plan can be hiked for a
period of 6 months from the date of enrolment
of a subscriber to that tariff plan. Service
providers may though reduce the tariff,
which will be benecial to the subscriber.
Subscribers are free to move to other tariff
plans of their choice at any time.
Q2. What are the roaming charges for my
network?
A. The roaming charges vary from one
service provider to another. A subscriber can
know about roaming charges by contacting
his service provider. However TRAI has put
a ceiling limit on national roaming charges
that can be charged by Service providers
from subscribers. The present ceiling limits
are as follows:
• Rs. 0.80 per minute for outgoing local
calls.
• Rs.1.15perminuteforoutgoingNational
Long Distance (NLD).
• Rs.0.45perminuteforincomingcalls.
• Rs.0.25foroutgoinglocalSMS.
Chapter 11
Frequently Asked Questions (FAQs)
36
Consumer Handbook on Telecommunications
• Rs.0.38foroutgoinglongdistance(inner-
circle) SMS.
• Receiving SMS is free while on national
roaming.
• There are no roaming charges on data
usage.
C. Prepaid
Q1. A prepaid subscriber feels that he is
being overcharged. Can he get itemized
usage details in respect of his mobile
connection?
A. Yes, if a prepaid subscriber makes
a request for itemized usage details, the
service provider is required to supply to
him the same for a period of six months
preceding the month in which the request
has been made. The service provider may
charge a reasonable cost not exceeding
Rupees Fifty for providing such details.
D. Recharge coupons & Top-ups
Q1. Is it permissible for service providers
to charge processing fee on talk-time
top-ups?
A. Service provider shall not charge xed
charges / processing fees etc., on exclusive
talk-time top-ups. However, nominal fee
not exceeding 10% of the top up value
subjected to the ceiling of Rs. 3/- towards
administrative cost as well as applicable
service tax can be levied.
E. VAS
Q1. How to deactivate VAS on mobile
services?
A. Consumer can deactivate or stop VAS
through a simple process by dialing or
sending SMS to 155223 (toll free).
Using SMS: Message/Text “STOP” from the
mobile number to 155223.
Receive a reply from 155223 with a list of
VAS products activated on your phone.
Press the appropriate key to deactivate the
service.
SMS conrming deactivation request (IVR/
SMS)followed byanother SMS conrming
that service has been deactivated will be
sent by the operator.
F. Mobile Number Portability
Q1. What is Mobile Number Portability?
A. Mobile Number Portability is a facility
which allows a subscriber to retain his
mobile telephone number when he/she
moves from one service provider to another
service provider in the same or different
service area, or when he/she moves from
one service area to another service area
of the same service provider within the
country. It is a powerful tool in the hands of
asubscriber.Ifasubscriberisnotsatised
with services or tariff of his current service
37
Consumer Handbook on Telecommunications
provider, he/she can port his/her number to
another service provider of his/her choice.
Q2. How can a subscriber port his
number?
A. 1) A subscriber is required to obtain a
UPC from his current service provider. For
this send a message PORT <space> Mobile
Number (Eg: PORT 7777777777 to 1900.
Note down the UPC. The UPC is valid for 15
days (30 days in case of J&K, NE & Assam
Service Areas).
2) Go to the nearest Customer service centre
of the operatoryou wantto shiftto andll
the CAF and Porting Form. In the form, you
have to mention UPC Code. The customer
centre will give an empty SIM, after your
payment and document submission. You will
receiveanacceptancemessagetoconrm
the porting.
3) Change over takes place within a
maximum of 7 working days (15 working
days in case of Jammu & Kashmir, Assam,
and North East service areas). You will get
an SMS from the operator with the date and
time for porting. The service disruption time
shall be around 4 hrs during night time of the
date/time of porting.
4) Insert the new SIM in your phone. Now
you are on the network of your new service
provider with the old number.
Q3. Are there any charges for MNP?
A. TRAI has reduced the ceiling for porting
charge from an earlier amount of Rs.19/- to
Rs.4/-..
G. Redressal of Consumer Grievances
Q1. Can TRAI help a consumer in
resolving individual complaints?
A. The TRAI Act, 1997 does not envisage
handling of individual consumer complaints
by TRAI. As per the Telecom Consumers
Protection Regulations, 2012, a subscriber
is required to take recourse of the two tier
mechanism of ‘call centre’ and the ‘Appellate
authority’ of the service provider for having
the grievance redressed.
H. TRAI Apps
Q1. What are the different types of TRAI
apps available and in which operating
system?
A. There are 3 TRAI apps available namely
Do Not Disturb (DND 2.0), MySpeed (TRAI)
and TRAI MyCALL. These 3 apps are
available in Android iOS.
[Note: Comprehensive FAQs covering various aspects of telecom services are available at
TRAI website at https://trai.gov.in/consumer-info/telecom/faq-category-listing ]
38
Consumer Handbook on Telecommunications
Sl. No. QoS parameter Benchmark
1. Provision of landline telephone after
registration of demand
Within 7 days (subject to technical feasibility)
2. Shifting of landline telephone connection 95% of requests to be attended within 3 days
3. Fault repair in urban areas (landline) At least 85% by next working day and 100%
within 5 days
4. Fault repair in rural and hilly areas (landline) At least 75% by next working day and 100%
within 7 days
5. Resolution of billing/charging complaints At least 98% within 4 weeks and 100% within 6
weeks
6. Period of applying credit/waiver/adjustment
to customer’s account on resolution of
complaints
Within one week of resolution of the complaint
7. Termination/closure of service Within 7 days
8. Refund of Security deposit after closure 100% within 60 days
Annexure 1
Important QoS parameters
(Basic and Cellular Mobile Services)
39
Consumer Handbook on Telecommunications
Sl . No. QoS parameter Benchmark
1. Service provisioning/activation time 100% cases in <15 working days (subject to
technical feasibility
2. Fault repair/restoration time 99% within 3 days.
Rebate: Faults pending for > 3 days and < 7 days:
rebate equivalent to 7 days of minimum monthly
charge or usage allowance.
Faults pending for >7 days and< 15 days: rebate
equivalent to 15 days of minimum monthly charge
or usage allowance.
Faults pending for > 15: one month rebate
equivalent to 1 month of minimum monthly charge
or usage allowance.
3. Resolution of billing complaints 100% within 4 weeks
4. Refund of deposits after closure 100% within 60 days
5. Broadband connection speed (download) Subscribed broadband connection speed to be met
> 80% from ISP Node to user.
Annexure 2
Important QoS parameters (Broadband)
40
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
Andhra Pradesh
1 Rural Action for Social Services,
K.J. Puram (Village), S.K.R. Puram (Post),
V.R. Kuppam (Via), Palasamudram (Mandal),
Chittoor District-517509 (AP)
Shri P. Chittibabu
Secretary
08577-274219, 09966173086
[email protected],
[email protected]
2 P.S.S. Educational Development Society,
Erragudur-518442,
Pamulapadu-Mandal, Kurnool-District, Andhra
Pradesh
Dr. Bathula Sanjeevarayudu
Secretary
09849092941
[email protected]
3 Sangeeta Rao Educational Society,
38/107, Minchin Bazar, Kurnool-518001 (AP)
Shri A. Madhu Babu
President
09885135115
[email protected]
4 People’s Action in Development
(PAID),
Post Box No. 127,
SV University
Tirupati (A.P.)
Shri P. Gangadharam,
President
09441557447
[email protected],
[email protected]
5 Consumers Guidance Society,
Door No. 57-14-16, 2nd Lane New Postal Colony
Church Road,
Patamata Vijaywada-520010 (A.P.)
Ch. Divakar Babu
Secretary
0866-2495324
07013539373, 09440390370, 08801214141
[email protected]
[email protected]
Annexure 3
State Wise List of Consumer Advocacy Groups
(CAGs) Registered With TRAI
41
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
Assam
6 Consumers’Legal Protection forum (CLPF),
H.No. 48, 2nd Floor, Ananda Nagar, Sixmile,
Guwahati-22 (Assam)
Shri Ajoy Hazarika
Secretary
M-09854639321
[email protected]
7 Gram Vikas Parishad,
Vill-Rangaloo, PO-Jumarmur, Via- Kathiatoll,
Distt. Nagaon
PIN -782427 (Assam)
Shri Sirajuddin Ahmed
General Secretary
0367-2231164 (Telefax)
09435060538
[email protected],
[email protected]
Bihar
8 Sanrakshan,
101, Ashray Mahesh Apartment Boring Road
Patna -800 001, (Bihar)
Shri J.K. Bhagat, Managing Trustee
0612-2534134 (Telefax) 09431496489
[email protected]
Chandigarh
9 Consumers Association Chandigarh
7,F.F. Karuna Sadan, Sec.11-B, Chandigarh
Shri R.K. Kaplash, Chairman
0172-2745170, 09814173342
[email protected], [email protected]
[email protected],
10 Citizen Awareness Group
#2812/38-C
Chandigarh
Shri Surinder Verma,
Chairman
09317708805, 09417008805
09643818805
[email protected],
[email protected]
Chhatisgarh
11 SAMARPIT, Centre for Poverty Alleviation and
Social Research,
37, Geetanjali Enclave, Ring Road No.2, Bilaspur
(Chhatisgarh)-495001
Dr. Sandeep Sharma, President
07752-402731,
09893428881
[email protected]
42
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
Delhi
12 Voluntary Organization in Interest of Consumer
Education (VOICE),
O-45, Basement, Lajpat Nagar-II,
New Delhi-110024
Shri Ashim Sanyal,
COO & Secretary
011-47331000, 47331025
011-29849081 (Fax)
[email protected], [email protected]
13 Dignity Restoration and Grievance Settlement
Association,
B-4/84/2, Safdarjung Enclave,
New Delhi-110029
Shri Arun Kumar, President
09540003999, 09818003999
[email protected]
[email protected]
14 Consumer Coordination Council (CCC)
Plot No. 89, 2nd Floor, Chilla Village, Near Amity
International School, Mayur Vihar Phase-I Ext.
New Delhi-110091
Smt Neetu Chauhan, Secretary
79820557584
[email protected]
director[email protected]
Gujarat
15 Bhavnagar Grahak Suraksha Mandal,
Cresent Circle, Sardar Smruti,
Bhavnagar-364001 (Gujarat)
Manibhai Gandhi, President
Prakashbhai Bosamia, Hon. Secy.
9428408383 (President)
9426971177 (Hon Secy)
[email protected]
16 Seva Bharti Foundation,
Shop No. 20, Kailash Nagar Shopping Centre,
Behind S.T. Workshop, Bhuj, Kutch-370001
Shri Jadeja Manubha Khetubha
Managing Trustee
02832-227746, 227745
09978713524
[email protected]
[email protected]
17 Rajkot Saher Jilla Grahak Suraksha Mandal,
329, Popatbhai Sorathia Bhavan, Sadar Bazar,
Rajkot – 360 001 (Gujarat)
Smt. Ramaben R. Mavani,President
0281- 3041329, 2471120, 3047888
0281-2471122 (Telefax)
09426201611, 09374208474
[email protected]
[email protected]
43
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
18 Shree Jagruti Grahak Suraksha Mahila Mandal,
K.C. Chamber, Ground Floor, Kavi Nanalal Marg,
Opp Bapu Bavala, Rajkot-360001 (Gujarat)
Ms Deepaben Korat, President
Off-0281-3047888, 3041329
Fax-0281-2471120/2471122
[email protected]
19 Consumer Protection Association,
Vishwakarma Nagar, Himmatnagar Distt.
Sabarkantha-383001 (Gujarat)
Dr. Kashyapnath, President
02772-240636
09413118426
[email protected], [email protected]
20 Jhalod Taluka Grahak Shuraksha Mandal,
AT&PO Pethapur, Taluka-Jhalod, Dist-Dahod,
Via-Limdi,
PIN-389180 (Gujarat)
Shri Rameshchandra P. Panchal
President
02679-225551(O), 233648(R)
09426224662
[email protected]
Haryana
21 Grahak Sahayak Gurgaon,
32 BVM, DLF
Qutab Enclave-II,
Gurgaon-122002
Shri Ram Avtar Yadav, President
0124-2350732
09810428285, 08527788256
[email protected]
22 Haryana Technical Association,
H.No. 3542, Urban Estate Jind (Haryana)-126102
Shri Hitesh Dhanda, President
09813363001, 08930432777
htahary[email protected]
Himachal Pradesh
23 Himachal Upbhokta Sanrakchan Parishad
(Regd.),
Verma Complex,
Ist. Floor, NH-22 Shoghi,
Shimla (H.P.)
Shri Shiv Dutt Bhardwaj,
President
0177-2661284 (Telefax) 09418458760
[email protected]
Jammu & Kashmir
24 Helpage Social Welfare Society,
380/6, Opp. SBI, Transport Nagar,
Jammu-180006
Shri Surinder Singh, Chairman
09697111663, 09796216722
[email protected]
44
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
Jharkhand
25 Mahila Kalyan Samiti Dhori,
Staff Colony, Near Dhori Dispensary,
P.O. Dhori,
Distt. Bokaro
(Jharkhand)-825102
Dr. Shyam Kunvar Bharti, General Secretary
0654-9222117 (Telefax)
09955509286
[email protected],
[email protected]
[email protected]
Karnataka
26 Consumer Care Society
593, 24th Cross
Banashankari II Stage,
Bangalore -560070
(Karnataka)
Shri Ravindra Nath Guru,
President
080-26713616 (Telefax),
09845683220
[email protected]
Kerala
27 Consumers’ Association
Hotel Soorya City Sudhevan Road, Sultanpet,
Palakkad-678001 (Kerala)
Shri Surendran P.A., General Secretary
0491-2803467
09446059952, 07025659952
0491-2569952 (Fax)
[email protected]
[email protected]
Madhya Pradesh
28 National Centre for Human Settlements and
Environment (NCHSE),
E-5/A, Girish Kunj, Arera Colony,
Bhopal – 462016 (MP)
Dr. Pradip Nandi,
Director General
0755-2465306, 2463731, 4277074
0755-2465651 (Fax)
[email protected]
Maharashtra
29 Vasundhara Sevarth Samajik Sansodhan ani
Vikas Seva Sanstha
At. Post- Nanand, Tq. Nilanga, Distt. Latur
(MH)-413521
Shri Deelip Venketrao Patil
Secretary
09422179776
[email protected]
45
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
30 Consumer Guidance Society of India,
Block-J, Azad Maidan, Opp. Cama Hospital,
Mahapalika Road,
Mumbai – 400 001
Dr. M.S. Kamath, Hon. Secretary
022-22621612
022-22659715(Telefax)
[email protected]
Mizoram
31 Mizoram Consumers’ Union Hqrs. Aizawl,
Lalat Chamber,
Tuikual ‘S’ Temple Square, Aizawl-796001
Dr. Chawngsailova
General Secretary
0389-2311514 (Telefax)
[email protected]
Odisha
32 Odisha Consumers Association
Debajyoti Upovhokata Kalyan Bhawan,
Bishwanath Lane Cuttack (Odisha)-753002
Shri Prasanta Kumar Jena
General Secretary
9437311581, 8328965765
[email protected]
[email protected]
33 Gangotree Social Organisation,
AT- Plot No. 1325/3037, K.B. Lane, Old Town,
Bhubaneswar-751002 (Odisha)
Shri Rabi Narayana Sahoo
Secretary
0674-2436392,
09438464630, 09040587092
[email protected]
[email protected]
Rajasthan
34 Upbhokta Sanrakshan Samiti,
1/262, Nai Abadi, Ward No. 15, Sangaria, Dist
Hanumangarh (Rajasthan)
PIN-335063
Shri Sanjay Arya
President, 01499-253222
[email protected]
www.uss-sangaria.org
35 Consumer Unity & Trust Society,
D-217, Bhaskar Marg, Bani Park, Jaipur-302016
(Raj)
Shri George Cheriyan,
Director
0141-5133259, 2282823, 2282482
0141-4015395 (Fax)
[email protected], [email protected]
46
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
36 Navjeevan Society,
19, Sharma Colony, 22- Godown, Jaipur-302019
(Raj)
Shri Rajendra Sharma, President
0141-4061405 (Fax), 09461164426
[email protected]
37 Upbhokta Margdarshan Samiti “UMAS”
Rajiv Gandhi Upbhokta Bhawan, Near 12 & 10
Sector, Chopasni Housing Board,
Jodhpur-342008 (Raj)
Shri Liyakat Ali,
Secretary
0291-2701515
09414247640
0291-2701888 (Fax)
liyakat_ali9@yahoo.co.in
38 Maruti Seva Samiti,
173/12, Ashok Nagar,
Nr. Maya Misthan Bhandar,
Udaipur (Raj)-313001
Shri P. K. Jhanwar, President
0294-2419333, 09414168532
[email protected]
[email protected]
Tamilnadu
39 Rural Organisation for Social & Education Trust
(Rose Trust)
15-G, IInd Floor, Baskaranar Building, T. Palue
Road, Jayankondam-621802
Ariyalur Distt. (TN)
Shri John K. Thirunavukkarasu
Managing Director
04331-250251
09345487870, 09442617653
[email protected]
40 Citizen Consumer & Civic Action Group,
New No. 246. Old No. 277-B, T.T.K. Road,
Chennai-600018
Ms. S. Saroja,
Director-Consumer Advisory & Outreach
044-24994458/24660387
[email protected]
41 Ford Trust, “KUDIL”,
Maruthangudi, Siravayal Post, Karaikudi –
630214 (TN)
Shri C. Paul Alaga Rasan, Project Director
04577-264334, 264331
09788979901, 08124126966
[email protected]
42 Consumer Research, Education, Action, Training
and Empowerment,
2/84, Melachatram Street, Paramakudi,
Ramanathapuram dist., Tamilnadu, PIN-623707
Prof. Dr. P. Duraisingam
Chairman
0452-297180
09443381816
[email protected]
47
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
43 Federation of Consumer and Service
Organisations,
No. 5, 4th Street, Lakshmipuram,
Tiruchirappalli-620010 (TN)
Shri M. Sekaran,
President
0431-2201682,
09443156100
[email protected]
44 Women Action Group (WAG)
Gangavalli (PO), Attur Taluk,
Salem District, Pin 636105 (TN)
Smt. G. Mohana, Secretary
04282-232852, 04282-232219 (Fax)
07502206249
swagsk_sk@yahoo.co.in
Telangana
45 Society for Health and Agricultural in Rural
Environment (SHARE),
D.No.7-11-208/1, Pragathi Nagar,
Kothagudem-507101
Khammam-Dist, Telangana.
Shri R. Prabhakar Rao,
President
09491357917, 09989747370
[email protected]
46 Action for Girijan Development,
#9-1-182/6E, Shanti Nagar,
Bhadrachalam-507111,
Khammam District, Teleangana
Shri P.H.B.S.V. Prasad,
Project Director
08743231554, 9849113073
[email protected]
Uttar Pradesh
47 Manav Kalyan Society.
Moh. Chashrien, B-24, Barwan Distt. Bijnor
(U.P.)-246701
Shri Shehzed Husauin, Manager
09837061925, 08057559824
[email protected]
48 Bhartiya Manav Kalyan Samiti,
12, First Floor, Dharam Market, Atta, Sector-27,
Noida, Dt Gautam Budh Nagar (UP)
Shri S.C. Sharma,
President
9868883635
[email protected]
49 Upbhokta Sanrakchhan & Kalyan Samiti,
Upbhokta Bhawan, 119/354, Darshan Purwa,
Gumti No. 5,
Kanpur Nagar-208012 (UP)
Shri Padam Mohan Mishra,
Secretary
0512-2217840,09450156430
[email protected]
[email protected]
48
Consumer Handbook on Telecommunications
Sl.No. Name and address of the Consumer
Organisation
Contact Person Telephone/Mobile No. &
E-mail Ids.
50 Bharat Jyoti,
46, Diamond Dairy, Kabir Marg,
Lucknow-226001 (U.P.)
Mr. Vijay Acharya, Founder President
0522-2237899
9415028127
[email protected]
51 Consumer Guild,
E-5/140, Rajaji Puram, Lucknow-226017 (UP)
Shri Abhishek Srivastava
Chairman
09450360760, 09936232288
[email protected]
West Bengal
52 Islampur Ramkrishna pally Rural WelfareSociety,
At. Ramkrishnapally P.O. & P.S. Islampur
PIN-733202
Distt. Uttar Dinajpur (WB)
Shri Abdul Alim Parvej
Secretary
03526-257723 (telefax)
09434458614
[email protected]
53 Federation of Consumer Associations,
West Bengal, Premlata, 39, Shakespeare Sarani,
7th Floor, Room No. 701, Kolkata (W.B.)
Ms. Mala Banerjee,
President
033-22805927 (Telefax)
[email protected]
54 Deepalaya 556,
Dr. A.K. Paul Road, Kolkata-700034 (W.B.)
Shri Pranab Kumar Ghosh
Secretary
09903278064, 09038467832
[email protected]
55 Chatatar Chalantika,
At-Chatatar, PO-Pathardih,
PS-Baghmundi, Dist-Purulia (WB), PIN-723152
Shri Bijoy Kumar
Secretary
03252250044
09002784978, 8016407307
[email protected]