Consumers Handbook on Telecommunications

Telecom Regulatory Authority of India (TRAI) was established in 1997 through an Act of Parliament, viz., the Telecom Regulatory Authority of India Act, 1997. The Authority’s mission is to ensure that the interests of consumers are protected and at the same time to nurture conditions for growth of telecommunications, broadcasting and cable services in a manner and at a pace which will enable India to play a leading role in the emerging global information society.

Protecting the interest of consumers of telecommunication services is one of the primary tasks of TRAI. TRAI has, from time to time, issued several regulations, direction and orders on consumer protection, complaint redressal system, quality of service, metering and billing accuracy, transparency in tariff offers, activation of value added services, mobile number portability and curbing of unsolicited commercial communications etc. TRAI has laid down the standards of quality of service to be provided by the service providers to create conditions for consumer satisfaction by making known the quality of service, which the service provider is required to provide and the user has a right to expect.


It is important that consumers and the consumer organisations are made aware of these regulatory measures so that they can effectively safeguard their rights and privileges. It is precisely with this purpose that this handbook titled ‘Consumers’ Handbook on Telecommunications’ has been brought out. The Handbook is written in a simple consumer friendly language for easy understanding by all.

The handbook will be used in the regional consumer education workshops organised by TRAI and also distributed to the registered consumer organisations, free of cost. There are now about 90 organisations registered with TRAI, representing most parts of the country.