The Telecommunication Regulator of Cambodia (TRC) hereby informs the public that TRC has previously granted the approvals in principle to Smart Axiata Co., Ltd. to disseminate advertisements and provide telecommunications services. At the same time, TRC continues to review other advertising applications submitted by the Company.

However, last week, TRC discovered irregularities in the provision of certain telecommunications services that do not comply with the conditions set out in the relevant approvals and have negatively affected the lawful benefits of users, as outlined below:

1. Accumulation and Redemption of SmartVIP points through SmartVIP Point and SmartNas Gamification plans for rewards. Numerous users have complained, through the Company’s official Facebook page, about being unable to redeem their accumulated SmartVIP points for rewards due to items being out of stock. Meanwhile, their validity of these points was approaching expiration and continued to be deducted. In response, the Company repeatedly claimed that the rewards would be restocked soon. This situation has significantly affected the lawful benefits of users and constitutes a practice that is contrary to the conditions stipulated in the relevant approvals.

2. Unilateral Change from a 5-day Validity Extension to a monetary top-up equivalent under Smart@Home and Smart Fiber+ plans. The Company unilaterally altered the approved 5-day validity extension and instead provided a monetary top-up equivalent based on each specific plan, affecting up to 42,009 users. This change was made despite the Company’s awareness that it violated TRC’s approval and was implemented without obtaining prior approval from TRC. Such action clearly demonstrates the Company’s continued intentional disregard for relevant regulatory provisions and the approvals issued by TRC, despite having already been subjected to fines and other measures.

As the competent authority in the telecommunications sector, TRC has imposed penalties and taken various measures against Smart Axiata Co., Ltd. for the aforementioned violations. Additionally, TRC will continue to enforce all relevant legal provisions to ensure a fair and ethical competitive environment and to protect consumers’ lawful rights, without exception or discrimination against any company that engages in violations.

At the same time, to contribute to the prevention of all irregular practices in the provision of mobile telecommunications services, TRC calls on all telecommunications service users to report any suspicious or improper service activities to TRC via the hotline 6789 during business hours, by email at info@trc.gov.kh, or through the official Facebook page “នាយកដ្ឋាននិន្ទុអនុញ្ញាតនិងផ្សព្វផ្សាយព័ត៌មាន - Telecommunication Regulator of Cambodia”. This notification is issued for the public’s awareness and attention.