Mobile Users Can Activate/deactivate Internet Service Through Toll Free Short Code 1925, Operators Cannot Charge Beyond The Subscribed Data Limit: TRAI

To protect the interest of of consumers using wireless data (2G/3G/4G) service and to reduce the number of complaints, Telecom Regulatory Authority of India (TRAI) has issued new directive which will come in to effect from 1st September 2015 onwards across India.

As per the latest TRAI directive, to activate or deactivate mobile internet services, subscribers can send ‘START’ or ‘STOP’ to 1925. The short code – 1925 will be a toll free number and subscribers can even make calls for the purpose. The new amendment also prevents the operators from charging for data usage beyond subscribed limit without explicit consent from customers.

The salient features of Telecom Consumers Protection (Eighth Amendment) Regulations issued on 29th April, 2015

1. Information to consumers relating to usage of data:

Service providers have been mandated to provide, through SMS or USSD –

Information to mobile data users regarding data used, after every 10MB of data usage to all mobile data users except users of special data packs (STV/Combo/Add-on-pack). The consumers to be provided an option to opt out if they do not desire to receive such information.

Information to users of various of special data packs (STV/Combo/add-on-pack), whenever the limit of data usage reaches 50%, 90% and 100% of data available in the account of the subscriber or when the data balance available in the account of the subscriber reaches 500 MB, 100 MB and 10MB. Further the consumer shall be informed about the details of tariff applicable after exhausting the data limit, when the data limit reaches 90% or the data balance available in the account reaches 10MB.

An alert to International Roaming customer cautioning him to deactivate data service if he does not intend to use data services.

2. Activation or Deactivation of data services:

Data services should be activated only with the explicit consent of the subscriber through a toll free short code 1925. The data services could also be deactivated through the toll free short code 1925.

Data services through Special Tariff Voucher or Combo Voucher or add-on pack will be deemed 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.

The customers should also be informed through SMS at periodic intervals about the prescribed procedure for deactivation of data.

The service providers have been given time till 1st September 2015 for implementation.

Under the amended rule, TRAI has clarified that the consent of a customer expires after the subscribed mobile internet limit, like 500MB, 1GB etc. gets exhausted. It means, operators cannot charge consumers subscribed to data packs such as STV (special tariff voucher) / Combo Voucher / Add-on pack, beyond the subscribed data limit.

The telecom operators should also send alerts to subscribers who have not subscribed to mobile internet service, but use it as per their need, after every 10 megabyte of data consumed by them. People who are on international roaming will only get alert asking them to switch off the internet service on their phones if they are not using it.

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