Summary:
TRAI has directed telecom operators to create a clearly visible “TRAI-Mandated Packs” section as the first tab under the prepaid recharge area of their websites and mobile apps. The move follows consumer complaints that mandated vouchers were difficult to find because they were placed under different categories or required multiple screens to access. Operators must also prominently display these vouchers at exclusive points of sale and keep tariff information updated across customer service and digital platforms. The directive aims to improve transparency and consumer choice, with telecom providers required to submit compliance reports within 30 days.
The Telecom Regulatory Authority of India (TRAI) has instructed all telecom service providers to introduce a separate and easily identifiable section named “TRAI-Mandated Packs” on their websites and mobile apps. The move is intended to make these recharge vouchers more visible and easier for consumers to locate and access.
The directive, issued on October 1, 2026, came after consumers raised concerns about limited transparency and difficulties in finding TRAI-mandated vouchers across telecom platforms. TRAI said its review of operators’ websites and mobile applications showed that these vouchers were frequently not given sufficient prominence, were listed under different categories or could only be found after users moved through several pages or screens.
TRAI said that its assessment found mandated vouchers were not being displayed prominently or made easily accessible on some service providers’ digital platforms. In certain cases, consumers had to search through multiple categories, pages or screens, making it difficult for them to identify and subscribe to vouchers that matched their requirements.
TRAI-Mandated Packs to Be Listed as the First Prepaid Recharge Tab
Under the latest instruction, telecom operators must place the “TRAI-Mandated Packs” section as the first tab within the prepaid recharge section of their websites and mobile applications. The section must include the various voucher categories prescribed by TRAI and must also be displayed prominently at the operators’ exclusive points of sale.
The regulator has directed service providers to create a clearly identifiable tab or section titled “TRAI-Mandated Packs”, containing the different TRAI-prescribed vouchers. This section must be the first tab shown under the prepaid recharge area of their websites and apps and must also receive prominent placement at other exclusive sales outlets.
TRAI Tariff Rules
Under TRAI’s existing tariff framework, telecom operators are required to provide, among other options, at least one Plan Voucher, Special Tariff Voucher (STV) and Combo Voucher with a 30-day validity. Operators must also offer vouchers that can be renewed on the same date every month. The regulatory provisions further include special tariff vouchers covering Voice and SMS services.
TRAI has also directed operators to make these tariff offerings available through customer care centres, points of sale, retail outlets, websites and mobile applications. Service providers must ensure that their published tariff information is updated across these platforms whenever an existing tariff is changed or a new offer is introduced.
Regulator Highlights Transparency and Consumer Choice
TRAI said the purpose of mandating specific vouchers is to provide consumers with suitable tariff options and enable them to make informed choices. The regulator stressed that simply making these vouchers available is not enough; they must also be presented clearly, prominently and in a manner that allows consumers to access them easily.
According to TRAI, the mandated vouchers are intended to give subscribers appropriate tariff choices for informed decision-making. Therefore, such vouchers must not only be offered through telecom operators’ websites and mobile apps but should also be clearly displayed and readily accessible.
Telecom service providers have been given 30 days from the date of the directive to submit their compliance reports to TRAI.
