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MTNL DOLPHIN & TRUMP GSM MOBILE SERVICES
DEAR SUBSCRIBER ARE YOU AWARE?
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DEAR SUBSCRIBER ARE YOU AWARE?
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The salient measures taken by TRAI to protect the interest of consumers are as follows:

DEAR SUBSCRIBER – ARE YOU AWARE?

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Tariff related issues:

Tariff plans with misleading titles are not permitted.

The service provider should inform the customer within a week of activation of service the complete

tariff plan and should also convey any changes to any item of tariff.

The service provider cannot increase tariff on any item within 6 months of enrolment in a tariff plan.

The customer is free to move from one tariff plan to another without paying any fee for migration.

Tariff plans with life time validity to be available during the current licence period and also during the

renewed licence period.

In all types of lifetime tariff plans, the service provider must inform the subscriber the month and year of

expiry of the current licence.

Hike in any tariff item is prohibited in tariff plans with prescribed period of validity of more than 6

months including lifetime validity or unlimited validity involving upfront payment.

Service Provider’s websites must contain comparison of tariff plans in terms of estimated monthly bill.

Even if the talk time value has exhausted, the pre-paid customers should get all services, which do not

affect “talk time value”, like incoming calls/SMS etc during the entire validity period.

Prepaid customer’s unused balance are to be carried forward if recharged during the grace period

specified for the purpose.

The service provider shall intimate a postpaid customer (1) in advance about his credit limit and (2)

whenever he reaches 80% of the credit limit. Services shall not be disconnected as long as the amount

due is below the amount of his security deposit or specified credit limit whichever is higher.

Postpaid customers should be given, on request, detailed bill for STD/ISD calls free of charge.

Fixed line customers should be given rental rebate for faults pending beyond 3 days.

Security deposits are to be refunded after adjustment of dues within 60 days, failing which interest has to

be paid @10% per annum for the delay.

Pre-paid customers can be charged for roaming, only if one chooses to make or receive a call while

roaming and customers should be informed about this through SMS whenever one roams into another

service area.

Value Added Services:

No chargeable value added service shall be provided to a customer without his explicit consent.

All communication/advertisements relating to premium rate services e.g. ring tones, wallpaper, astrology,

quiz etc. should have the pulse rate/tariff for the service.

Complaint Redressal Mechanism:

Service Providers have appointed Nodal Officers in different service areas to deal with complaints

Individual consumers can approach Consumer Redressal Forum for redressal of their grievances.

Group of consumers can approach Telecom Disputes Settlement Appellate Tribunal (TDSAT) for

adjudication of any disputes with the Service Providers.

 

TOLL FREE HELPLINE NUMBER OF DOLPHIN/TRUMP CALL-1503