Here is good news for mobile users who routinely complain about the activation or de-activation of VAS services on their devices by the telecom providers without their consent. According to news Trai guidelines, the service providers cannot activate or de-activate the VAS services without the explicit consent of the customers.
 
The new guidelines say that in case of wrong activation, the amount shall be refunded within 24 hours of the customer's request. Such customer requests should be within 24 hours for value added services with validity of more than one day and within 6 hours for value added services with validity
 
 Trai said that activation of value added services by service providers has been the cause of many customer complaints.
 
“These directions essentially prescribe the manner in which the explicit consent of the consumer is to be obtained for activation of value added services through different modes. While issuing these directions, the Authority has also considered the interests of the service providers and growth of value added service industry”, Trai said in a statement.
 
VAS activation procedure will include all forms of activations and scenarios, OBD, IVRS, WAP, Mobile Internet, USSD, SMS, Tele-calling and any other mode of activation.
 
Trai said that the service provider has to provide a system which takes a second consent from the customer before providing a value added service through any means, OBD, IVRS, WAP, Mobile Internet, USSD, SMS, Tele-calling or any other mode of activation.
 
The first offer of a service is on the service providers’ platform and a second confirmation from the customer is through a dedicated consent gateway which is owned by a third party and not by the service provider. It is only after receiving a second confirmation from the customer, that the service provider shall activate the value added service.
 
Trai said that that in case of USSD and SMS mode of activation, no activation response time should be greater than 10 seconds and 60 minutes respectively and in case of non-response, the same should be treated as ‘no activation required’.
 
It also directed the service providers to explicitly inform the customer about the the validity of the VAS service and charges for renewal upon activation of VAS service.
 
The service providers will also submit monthly report on activations, de-activations and complaints received and their redressal to the regulator.

For best mobile phone deals: http://shopping.telecomtiger.com/

For latest updates on facebook: http://www.facebook.com/pages/TelecomTiger/429104257149437