TRAI Orders Telecom Companies to Clearly Display Recharge Plans

The Telecom Regulatory Authority of India (TRAI) has issued an important direction to telecom companies following complaints from customers that they were unable to easily find the recharge plans and special vouchers they needed.

As per the new direction, telecom companies must clearly display all recharge plans and special vouchers so that customers can easily view and access them. These details must be clearly available on the telecom companies` websites, mobile apps and at retail stores.

In an order issued last Thursday, TRAI directed all telecom companies to create a separate section titled “TRAI-mandated packs” on their websites and mobile apps. This section must appear as the first option when customers open the prepaid recharge section.

Similarly, the recharge plans mandated by TRAI must be displayed prominently at retail stores so that customers can easily identify them.

The new section must include all vouchers mandated by TRAI and should not be hidden among other recharge options. It must be placed as the first tab in the prepaid recharge section.

30-Day Deadline

Telecom companies have been given 30 days to implement these changes on their websites and mobile apps. The move is aimed at helping customers find the recharge plans they need more easily.

Customers had repeatedly complained that finding the required recharge plans on telecom websites and mobile apps was difficult. Following these complaints, TRAI conducted a direct review.

The review found that some vouchers that telecom companies were required to offer were not placed in the appropriate sections and were instead listed elsewhere. Customers also had to go through several pages to locate these vouchers.

To reduce this difficulty, TRAI has issued the new direction.

Under the existing TRAI rules, every telecom company must offer at least one plan voucher, one special tariff voucher and one combo voucher. All these vouchers must have a validity of 30 days, allowing customers to renew their recharge on the same date every month.

Telecom companies must also offer separate special vouchers containing only voice calling and SMS benefits for customers who do not require data. TRAI has been continuously directing telecom companies to make these plans easier for customers to find and use.

The new TRAI direction is expected to make it easier for customers to find the recharge plans and vouchers they need without having to search through multiple pages.