About 46% value added services (TVAS) provided by content providers in the telecommunication sector through mobile operators are activated and charged without consent of mobile subscribers, said a BTRC report.
In a bid to protect the mobile users’ rights, the BTRC asked the operator to implement a one-time password (OTP)-based authentication procedure for all TVAS activation.
The most common TVAS, which most operators provide, include SMS, MMS, mobile internet, missed call alert, call block, voice mail, balance recharge service, welcome tunes, lifestyle/health tips and many more.
Bangladesh Telecommunication Regulatory Commission (BTRC) found it in a survey conducted on 190 mobile users of two service providers, who are licensed by the commission.
Based on customer complaints, the telecommunication regulator launched a telephonic survey on two services providers - Purple Digit Communication Ltd and Abhi Kathachitra Ltd - against whom there were allegations of service activation without consent.
The BTRC collected lists of clients, who availed services in the last six months and interviewed 100 and 90 clients of Purple Digit Communication Ltd and the Abhi Kathachitra Ltd respectively, over phone.
As per the survey findings, about 46% subscribers of Purple Digit Communication reported that the TVAS was activated without their consent, while only 17% willingly took the services.
On the other hand, 26% did not receive any phone call and 11% mobile numbers were found inactive
Meanwhile, 46.66% did not give consent but received the services from Abhi Kathachitra Ltd. Not a single client took the services willingly.
On the other hand, 18.88% did not receive any phone call and 34.44% mobile numbers were found inactive
BTRC asked mobile operators to introduce OTP
Based on the survey findings and recommendations, the BTRC sent a letter to all chief executive officers of mobile network operators (MNOs) on September 14, asking to introduce OTP to activate the services by September 30, 2020.
The telecommunication regulator also asked the mobile operator to inform the progress by October 1, and said it would stop the services in case of failure to do so.
“With permission from the BTRC, the content providers provide TVAS through four mobile operators. Although TVAS is activated through a two-tier consent from the receivers, it was recently noticed that the services were being activated without the clients’ consent and charged from their mobile balances,” said the letter.
"In the given context and for the sake of client interest, your organization is asked to send an OTP to clients for the activation of TVAS. If a client wants to activate the service, then the operator has to send an OTP and activate the service within five minutes. If the activation was not done within five minutes, it would be invalid," the letter stated.
The service providers and the mobile operators have to preserve activation log and transaction log for two years.
However, on behalf of mobile operators, Association of Mobile Telcom Operators of Bangladesh (Amtob) requested the BTRC to reconsider the decision.
“MNOs are, in principle, agreeable that robust processes should be implemented to ensure authentic activation of TVAS. We humbly request commission to have a market study on TVAS eco system and organize a consultation with TVAS operators and MNOs,” the AMTOB said in a letter sent to BTRC chairman on September 30.
Brig Gen SM Farhad (Retd), secretary general of Amtob, signed the letter.
"From the outset, MNOs have already implemented a 2-tier authentication process for all TVAS activation through SMS/IVR/WAP/USSD as per your earlier instruction. MNOs already invested to ensure direct authentication from subscribers and any further investment will be redundant," the AMTOB argued in their reply.
"We are confident that the 2-tire authentication module is as good as OTP, if not better, as no VAS is activated without customer’s cognitive consent," it said.
"Under the above circumstances, we humbly request BTRC to reconsider the decision. We also reinstate our request for a consultation meeting at your earlier convenience for further discussion and a way forward," the platform added.