TRAI directs telcos to prominently display mandatory recharge packs

The Telecom Regulatory Authority of India (TRAI) has directed mobile service providers to prominently display mandatory recharge plans and special tariff vouchers across their official websites, mobile applications, and exclusive points of sale, according to an official order published on Thursday.

The directive follows numerous subscriber complaints and a subsequent verification by the regulator, which confirmed that telecom operators had rendered mandatory plans difficult to find on their digital platforms.

"...the Authority...hereby directs all telecom service providers to...provide a separate and clearly visible tab or section titled "TRAI-Mandated Packs" containing different types of TRAI mandated vouchers, which shall be visible as the first tab on the prepaid recharge section on the websites and mobile applications of the service providers and shall also be prominently displayed on their other exclusive points of sale," the order said.


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Telecom service providers have been given a 30-day timeline from the date of the order to ensure full compliance.

The decision builds on a recent regulatory mandate requiring operators to introduce standalone voice and SMS special tariff vouchers (STVs) at lower rates without compulsory data bundling. Under these guidelines, operators must offer voice and SMS-only STVs, with a validity of 30 days or less, alongside their existing plans that combine voice, data, and messaging services.

While STVs function as booster recharges allowing prepaid customers to unlock specific add-ons, such as discounted international calling or unlimited local minutes, many data-centric vouchers currently extend up to 365 days. The latest regulation specifically targets short-term vouchers lasting 30 days or less, a measure aimed at easing the financial burden on rural users and low-income consumers.

Despite these provisions, Trai reported receiving widespread subscriber feedback highlighting a lack of transparency, poor visibility, and restricted access to these essential packs online.

Upon reviewing operator websites and mobile apps, Trai confirmed that mandatory vouchers were neither clearly featured nor easily accessible to consumers.

"In some cases, these vouchers are placed under different categories or require consumers to navigate through multiple pages or screens to find them, as a result of which consumers are facing difficulty in locating and subscribing to the vouchers suitable to their requirements," the regulator said.

To ensure consumers can easily access affordable options, Trai has mandated that every telecom service provider must offer at least one plan voucher, one special tariff voucher, and one combo voucher featuring a 30-day validity.