Muscat – Telecommunications Regulatory Authority (TRA) has issued a new regulation aimed at enhancing accuracy, transparency and fairness of billing practices in the telecom sector.

Under Decision No 1152/2/ 30/2025-8, TRA has introduced a comprehensive framework governing how licensed telecom operators manage their billing systems covering system design, customer invoicing, error reporting, risk management and performance auditing.

The regulation, divided into five chapters, addresses definitions and general provisions; licensees’ obligations; tariffs, cost and payment rates; auditing and performance measurement; and administrative penalties.

Among its key provisions, the regulation mandates that operators establish precise billing procedures, maintain detailed usage records for a minimum of two years, and create a register identifying the main risks to billing systems. Technical and information security controls must also be implemented in line with international best practices.

Licensed operators are required to regularly test their billing systems, document results  and correct any errors identified. They must also conduct independent audits according to specific guidelines to ensure compliance and reliability.

The new regulation further stipulates that billing systems and major updates require prior approval from the authority. Operators must maintain accurate tariff records, provide itemised statements on request and offer instalment payment options to customers.

Any discrepancy between actual billing systems and approved tariffs must be corrected immediately, with licensees required to notify TRA within 24 hours of detecting errors that could affect consumers.

TRA emphasised the fact that the new regulation is designed to protect consumer rights, promote fair competition, enhance service quality and ensure alignment with international standards. In case of violations, TRA may issue warnings or impose financial penalties in accordance with the Telecommunications Regulatory Law.