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TRAI’s Push for Explicit VAS Content, Generates good response

Posted on November, Monday 07, 2011 By itVAR News Network

With an aim to safeguard consumer interests in the wake of growing complaints from common users, the Telecom industry watchdog, Telecom Regulatory Authority of India (TRAI) had issued a directive to service providers, asking them to provide value-added services (VAS) only after obtaining explicit consent from consumers. And the response to this has been quite good from the user community.

According to the TRAI, most of the users have complained that Value Added Service is being provided, especially to prepaid users, without taking their explicit consent. Instances have been cited when VAS has been renewed to a prepaid user even when the available balance in the consumer’s account has been insufficient for the renewal. This has resulted in a negative balance for some consumers in some cases. However, with TRAI specifically directing operators to follow its guidelines, things have changed on the VAS activation front.

As a precautionary measure to prevent the accidental activation of services like call ringback tones and hello tunes, TRAI directed the telco community of the country to convey in writing or through SMS or fax or e-mail, all the details of the VAS so that accidental activation through the method of pressing a key to express consent is avoided.




The directives given to the service provider community are as follows:

• If there is insufficient balance in the consumer’s account at the time of renewal of subscription to a VAS, the service provider will send a request through SMSto the consumer to indicate his consent for continuing such service by sending an SMS as “Yes” or “No” to a toll-free number and if, in response to such a request, the consumer indicates his explicit consent by conveying “Yes”, the VAS will be renewed and the consumer will be informed by the service provider through SMS that the charges for the renewal of VAS subscription will be deducted from the subsequent recharge.

• In all the cases where a VAS is activated through an OBD call or a service provider-initiated call or during pre-call, ringback announcements (both voice and automated), and where a consumer dials a specified telephone number or short code or a telephone number providing the interactive session for subscribing to a VAS, the service provider will have to obtain confirmation from the consumer through a consumer-originated SMS or email or fax, or in writing within 24 hours of activation of the VAS and charge the consumer only if the confirmation is received from him for the same. The service provider should discontinue such VAS if no confirmation is received from the consumer.

• Every service provider will, at least three days before the due date of renewal of a subscribed VAS, inform the consumer of the due date for renewal of such a service, the charges for renewal, and the toll-free telephone number for unsubscribing the VAS through SMS.

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