TRC Launches New Year Directive to Reinforce Consumer Protection
The Telecommunication Regulator of Cambodia has issued a New Year directive urging all mobile network operators to fully comply starting from the first day of the year, signaling a firm commitment to strengthening consumer rights and ensuring fair treatment across Cambodia’s telecommunications market. This regulatory move underscores the authority’s role in setting clearer rules that protect users while improving overall service standards in a fast growing digital economy.
Simplified Reactivation for Expired Mobile Numbers
Under the new directive, mobile subscribers whose numbers have expired for no more than 180 days can now reactivate their services simply by topping up their main account balance. This change removes the previous requirement for users to physically re register at operator offices or branches, significantly reducing inconvenience and saving time for customers, particularly those in remote or busy urban areas.
Protection of Remaining Account Balances
To further safeguard consumer interests, the TRC has instructed mobile operators to retain any remaining main account balance for up to 180 days after a service expires. If a user tops up within this period, the operator must fully restore the retained balance. This measure directly addresses long standing complaints about lost credit and reinforces fairness and transparency in billing practices.
Mandatory Customer Notifications for Transparency
The directive requires operators to notify customers at least twice via SMS and through their mobile applications before the balance retention period ends. These notifications must clearly state the final termination date and explain how users can recover their remaining balance, ensuring customers are properly informed and able to act before losing their credit.
Clear Channels for Consumer Complaints
To strengthen accountability, the TRC has encouraged users to report any irregularities in telecommunications services through official channels. Complaints can be submitted via the TRC hotline 6789 during business hours, by email at [email protected], or through the regulator’s official Facebook page. These mechanisms are designed to give consumers direct access to regulatory support when issues arise.
Broader Regulatory Commitment and Market Oversight
This directive reflects the TRC’s broader mandate to protect consumers by enforcing penalties for service violations, regulating SIM registration, managing service quality, and addressing illegal charges or unwanted auto subscriptions. The regulator continues to monitor and investigate breaches while maintaining complaint systems that promote ethical competition among operators.
A Growing Sector Under Stronger Regulation
As Cambodia’s telecommunications sector continues to expand rapidly, the role of the TRC has become increasingly critical. The industry is projected to reach billions of dollars in value by the mid 2030s, driven by digital inclusion and rising economic contributions. Established under the 2015 Law on Telecommunications, the TRC operates as an independent public entity overseeing one of Southeast Asia’s most dynamic telecom markets, where mobile penetration exceeds the population and internet subscriptions surpass 16 million.
Conclusion
Through this New Year directive, the Telecommunication Regulator of Cambodia has taken a decisive step toward modernizing consumer protection in the telecom sector. By simplifying number reactivation, safeguarding balances, enforcing transparency, and strengthening complaint mechanisms, the TRC is positioning Cambodia’s telecommunications industry for sustainable growth, fair competition, and stronger public trust in the digital era.