Muscat – The decision aims to regulate telecom services billing and ensure accuracy in accordance with international best practices and standards. It outlines a framework governing how licensed telecom operators manage billing processes, including system design, customer invoicing, error reporting, risk management, and performance auditing.

The regulation consists of five chapters: definitions and general provisions, a chapter on licensees’ obligations; on tariffs, cost and payment rates; on auditing and performance measurement; and on administrative penalties.

The regulation stipulates that the parties are obligated to establish accurate billing procedures and document usage records for at least two years, create a register of the main risks to billing systems and their processing, effectively integrating with relevant systems.

It also specifies formation of technical and information security controls for billing systems in accordance with international best practices and standards, as well as development of plans to test billing systems, document results, and address errors, if any. In addition, the parties are required to undertake audits according to specific controls by independent parties.

The regulations aim to ensure accurate billing of telecommunications services, protect beneficiary rights, promote fair competition, increase transparency for beneficiaries, enhance service quality, and comply with best standards and practices in this field.

Key provisions include mandatory TRA approval for billing systems and major updates, the obligation to maintain accurate tariff records, detailed reporting requirements, and enhanced customer rights including the option to pay bills in instalments and request itemised statements. The regulation also introduces periodic audits, simulation testing, and compliance mechanisms aimed at increasing transparency and accountability in telecom billing.
The TRA confirmed that any discrepancies between the actual billing systems and approved tariff structures must be corrected, and licensees must notify the authority within 24 hours of detecting any errors that may impact consumers.

In the event of a violation of the provisions of these regulations, the Authority may issue a warning or impose a financial penalty in accordance with the provisions of the Telecommunications Regulatory Law.