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Telecom Services includes, fixed line services, mobile connection and internet connection (wired and wireless both)

Telecom Regulatory Authority of India ( TRAI) is committed to protect the interest of the consumers as mandated in the TRAI Act, 1997 . Time to time TRAi issues regulations, directions and order in terms of quality of service, consumer satisfaction, redressal of grievances to protect the interest of the consumers

Mobile Services is a wireless communications network through radio wave or satellite transmissions used with an electronic telecommunications device, a cellular phone or cell phone. Most mobile phones provide voice calls, Short Message Service (SMS), Multimedia Message Service (MMS),Value added services (VAS) and may also provide Internet services such as Web browsing and e-mail.

SMS : is a text messaging service component of mobile communication or phone for sending up to 160 characters.

MMS: is a standard way to send messages that includes media content to and from mobile phones. It extends the core SMS capacity. It transmits graphics, video clips and sound files.

VAS: Is an enhanced services, which add value to the core voice and text communication like call waiting, call forwarding, multi party call conferencing, hello tunes, horoscope, jokes etc. One has to bear an additional cost to avail such services.

Prepaid is basically a payment method for mobile services which you pay in advance before using it where as in post-paid you pay your bill after using the services.

POST-PAID

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

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

PRE-PAID

A. Yes, migration from pre-paid to post-paid and vice-versa is allowed without any migration charge and without having to change the mobile number.

A. Services which do not affect talk time value, including incoming voice calls and SMS shall continue to be available to the prepaid subscribers during validity period even after talk time value has exhausted.

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 proceeding 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.

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

A. Service provider shall not charge fixed charges / processing fees etc., on exclusive talk-time top-ups. However, nominal fee not exceeding Rs.2/- towards administrative cost as well as applicable service tax can be levied.

A. Yes it can make some difference. When the PC and Modem is kept on, there is a trickling of packets from the Internet into the system, even though the PC is not connected to the Internet. Therefore, it is advisable to keep the modem off when one is not accessing Internet.

A. Yes, there is a possibility of the wireless Internet connection getting misused, particularly if the Internet access is provided through Wi-Fi. To avoid that one should use proper authentication methods by using secured password and user name.

SMS

VAS

A. The service provider cannot activate any value added service, whether chargeable or free of charge, without the explicit consent of a customer. In case the subscriber seeks to unsubscribe the value added service within 24 hours from the time of its activation, the service provider has to deactivate the VAS and adjust or refund the deductions made if any.

TARIFF

A. It means that tariff plans which are offered as having lifetime validity would continue to be available to the subscriber during the current license and renewed license of the service provider.

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 that 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. However, the Subscribers are free to move to other tariff plans of their choice at any time.

PLAN

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

ROAMING

A. No. Incoming calls are free only when the subscriber is within his home network.

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

COMPLAINTS

A. The Call Centre has to redress the complaints as per the provisions in the Quality of Service Regulation where no parameters are prescribed; complaints relating to faults/disruption of service have to be rectified within 3 days and all other complaints with 7 days.

A. The Form can be obtained, free of charge, from the offices of the service provider, sales outlets, offices of the Nodal Officer and appellate authority or it can be downloaded from the website of the service provider or TRAI’s website.

A - Mobile Number Portability (MNP) is a facility which allows you to move to another service provider while retaining your existing operator's mobile number. MNP is applicable for porting between mobile operators only, in the same telecom Circle.

A - Yes .You can flexibly switch over from CDMA to GSM and vice versa. But you have to change the handset, because the technologies are different.

A -No- Presently Mobile Number Portability is available within the circle only.

A -- The new service provider will charge a fee (Port in Fee) for MNP. Telecom Regulatory Authority of India (TRAI) has fixed a ceiling amount of Rs. 19/- for this.

A – Yes, as per the following terms.

  • If you are post -paid customer there should not be any dues with your existing service provider. For pre-paid customers the credit balance will not be carry forwarded.
  • You can switch over to a new service provider only after 90 days stay with the existing service provider.
  • You have to wait minimum 90 days for second number porting. This is to prevent the misuse of this facility and prevent frequent switching.

A -Yes- You can withdraw the application within 24 hrs of submission. However the Port in fee will not be refunded.

A -After the application submission, it will take maximum four days. In J&K and North eastern states it is within 12 days.

A - Yes- There will be a down time of approximately 2 hrs while porting the number. During this period you may not be able to use the number. Both incoming and outgoing services will be interrupted. The porting will be carried out between mid night and morning 5 O clock, so that the two hours outage may not affect the subscriber considerably

A -The following procedureis to be carried out for opting a new mobile service provider under MNP

  • Send an SMS (Port your mobile number) to 1900. Then you will get a reply SMS with a Unique Porting Code (UPC).
  • Submit an application to the service provider where you want to shift with this UPC in a prescribed format (Remember the UPC will be valid only for few days).
  • Your application will be processed by the new service provider and you will get an application receipt confirmation and the details of porting date.
Once the porting is complete, confirmation message will be received

A -The following procedureis to be carried out for opting a new mobile service provider under MNP

  • Send an SMS (Port your mobile number) to 1900. Then you will get a reply SMS with a Unique Porting Code (UPC).
  • Submit an application to the service provider where you want to shift with this UPC in a prescribed format (Remember the UPC will be valid only for few days).
  • Your application will be processed by the new service provider and you will get an application receipt confirmation and the details of porting date.
Once the porting is complete, confirmation message will be received

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

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