Essential Information

Applicable to all mobile phone subscribers

“Guidelines from Sri Lanka Telecommunication Regulatory Commission to anyone possessing a mobile phone”

FREQUENTLY ASKED QUESTIONS

  • Is someone else using a mobile SIM registered under my name ?

    Stay alert! You will be responsible for all calls made using connections registered under your name, even if it is being used by a 3rd party.

    To find-out if the SIM card has been registered under your name, type #132# from your mobile phone and click send.

  • What should I do if I receive abusive or threatening calls or text messages?

    Remain calm and act responsibly. Refrain from reacting to such instances. Lodge a complaint at your local Police station and then refer to your respective Telecommunication network with the relevant information.

  • I received a message offering a large sum of money!

    Do not get excited!

    Contact your Telecommunication service provider and confirm credibility of the information received. Refrain from accepting prize notifications and from agreeing to credit accounts of third parties as this is likely to be a hoax.

  • What should I know when purchasing mobile phone?

    If you are looking forward to purchase a mobile phone and want to confirm if the product is a genuine product.

    Obtain the IMEI number mentioned on the box and validate it against the device IMEI by dialling *#06#.

    Type the IMEI on a text message from any other phone and send to 1909 as shown below.

    IMEI [space] 15 digit IMEI number and send to 1909

    It is illegal to manufacture, import, sell, conduct outlet operations, to lease out relevant outlets or even to maintain such establishments related to the business of mobile and other devices without acquiring a business license from the Sri Lanka Telecommunications Regulatory Commission.

    Purchase mobile devices only from an outlet or store that displays their business license acquired from the Sri Lanka Telecommunications Regulatory Commission.

  • What should I do if I misplace my phone and/or SIM?
    Please follow below steps:
    • Disconnect your connection/s by informing your service provider.
    • Lodge a complaint at your local Police station and obtain an extract of the entry lodged.
    • Including the Entry extract, please provide a copy of your national ID, IMEI details, Your contact number to: Sri Lanka Telecommunication Regulatory Commission via a request form provided by TRCSL or visit below link to report this digitally. https://bit.ly/3e9BEjS
  • What does misusing of a mobile mean?

    Understand the purpose of using your mobile phone and refrain from misusing it at all times!

    This would mean keeping away from mannerisms that would cause disturbance or aggravation towards another individual. Engaging in such actions would lead to prosecution. (Telecommunications Regulatory Act)

  • Does the mobile number provided by the operator belong to me?

    Mobile contact numbers issued to you is a limited national asset.

    Your Telecommunication company would grant your mobile contact number to another user in the event of it being found that your bill payments haven’t been fully met and therefore disconnected, or if the contact number is found to be inactive for a longer period of time.

  • I'm having issues with my service provider. What sholud I do?

    Contact your Telecommunication provider with issues related to bill payments, new connection concerns, unwanted or irrelevant contacts, nuisence calls to your mobile phone so that such issues can be addressed accordingly.

    If you are unhappy with the response from your Telecom provider, then write to us. We are committed to extending our efficient and cordial services to you.

    Deputy Directress (Operations) Customer Complaints/Public Relations Sri Lanka.
    Telecommunications Regulatory Commission (TRC),
    276 Elvitigala Mawatha,
    Colombo 08

    Instant requests: 1900

    011-2662222 011-2662215 011-2662216

  • Do I need to keep a record/note of my device IMEI?

    In the event you loose or misplace your mobile phone, you will require the IMEI number to trace your device. Therefore, it is advisable to keep a record of your device IMEI for future references.
    You can obtain it by dialing *#06# on your device.

  • Customer Service Agreement