TRA strengthens consumer protection measures with new undertaking

Manama, May 22 (BNA): The Telecommunications Regulatory Authority announced that a signing ceremony was held, attended by the chief executives of all licensed operators, and signed a new pledge.

This collaborative effort represents a pioneering achievement, making Bahrain the first country in the region to implement consumer protection measures through an undertaking.

From September 1, the new project will introduce five major consumer protection measures.

Contract Summary: Licensed operators will provide consumers with a summary document along with their service contracts, summarizing the main terms and conditions of the services they are subscribing to.

Contract termination and expiry notifications: Consumers will receive an end of contract notification when their service contracts expire, which will specify the date on which the contract will expire. Furthermore, if the consumer requests termination of service, they will be informed of any outstanding fees, including early termination fees.

Transparency and accuracy in billing: Licensed operators are obligated to provide consumers with transparent tariff information and accurate billing and must implement measures to ensure that billing information is error-free across all subscriptions and billing methods, giving consumers confidence in the accuracy of their billing.

Telesales, Value Added Services, and Multi-Factor Authentication: Licensed operators must promote their communications services and products in a fair, transparent, accurate, and responsible manner. The main terms and conditions, including tariffs, contract terms and termination clauses, will be clearly communicated. In addition, consumers will have direct access to view their service subscriptions, manage value-added services and device installment plans, and track data usage.

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Service Quality Levels: If a consumer experiences a service or product quality level that falls below promised standards and the issue is not resolved within a reasonable time frame, consumers have the right to terminate their service contracts without incurring an early termination fee. This provision ensures that consumers receive the quality of service they have been promised.

The Authority commends the executive directors and management teams of all licensed operators for their commitment to consumer protection and for signing this pledge. Their dedication to improving customer experiences sets a positive example for the telecommunications industry in Bahrain and the wider region.

Philippe Marneck, Director General of the Telecommunications Regulatory Authority, said that signing these pioneering pledges reinforces Bahrain’s leadership in prioritizing consumer protection.

He added, “We commend the licensed operators for their commitment to empowering consumers. This initiative will enhance consumer experiences and cement Bahrain’s position as a regional leader.”

Shaikh Abdullah bin Hamoud Al Khalifa, Director of Consumer and Communications, added that Bahrain is setting a new benchmark in the region by introducing these comprehensive consumer protection measures.

“We express our appreciation to the licensed operators for their support in protecting the interests of consumers. This collective effort will create a fair and transparent telecom market, empowering consumers and promoting long-term trust,” the director said.

The Telecommunications Regulatory Authority believes that these measures will boost the telecom market in Bahrain, giving consumers the trust and confidence they deserve.


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