The regulator has made it mandatory for service providers to implement a uniform procedure for taking explicit consent of the consumer for activation of value added service and for deactivation of value added service. As per the new guidelines, VAS activation procedure to include all forms of activations and scenarios – OBD, IVRS, WAP, Mobile Internet, USSD, SMS, Tele-calling and any other mode of activation. The service provider needs to develop a system that has second consent from the customer before activation any value added service.The TRAI has sought a common de-activation procedure using toll Free Common Short Code 155223. (all requests for de-activation to be completed in 4 hours). Moreover, 24hrs before auto renewals of the VAS services, information about renewals has to be provided to the customers, through SMS and Outbound Dialing (OBD).In a major relief to customers, the amount, in case of a wrong activation, should be refunded within 24 hours of the customer's requests. It's notable 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 of one day.“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’.”"Upon activation of VAS service, the de-activation number, the validity of the VAS service and charges for renewal should be explicitly informed."
