TRC Publishes Guidance on International Roaming Price Transparency

In 2026 the Cambodian authorities issued measures on international roaming transparency, aimed at improving the information available to subscribers travelling abroad about the tariffs applicable to voice, data and messaging services and about the mechanisms available to control their spending. The measures build on regional cooperation on roaming issues and on lessons drawn from earlier consumer protection initiatives.

The measures are relevant to Cambodian mobile operators, to their subscribers travelling abroad and, indirectly, to foreign visitors to Cambodia relying on the services of Cambodian operators.

The measures reinforce the expectation that subscribers arriving in a foreign country receive clear information about the applicable roaming tariffs. This information typically takes the form of an SMS message sent when the subscriber's device registers on a foreign network, indicating the network in use, the tariffs for the main service categories and any options available to control usage.

The information should be concise, easy to understand and consistent with the tariffs actually charged. Operators are expected to keep such messages current as tariffs and options change.

Subscribers are entitled to mechanisms that help them control spending while roaming. Default spending caps, alerts when defined thresholds are reached and the ability to purchase specific roaming bundles are common examples. Subscribers should be able to adjust these mechanisms according to their needs and should not be exposed to unexpected large bills without appropriate notification.

Operators are expected to design these mechanisms so that they are effective in practice, including in situations where the subscriber is using data-intensive applications or is unaware that the device has switched to roaming.

The measures recognise the growing role of roaming bundles, which provide defined allowances at fixed prices and offer subscribers predictability. Operators are expected to communicate bundle terms clearly, including any restrictions on the countries covered, the duration of the bundle, the treatment of usage in excess of the allowance and the interaction with other subscription features.

Subscribers should be able to purchase and manage bundles easily, including through mobile applications, self-service portals and customer service channels.

The retail experience of roaming is influenced by the underlying wholesale arrangements between Cambodian operators and their foreign counterparts. The measures do not directly regulate wholesale prices but encourage operators to negotiate arrangements that support competitive retail offerings and reasonable transparency. Regional cooperation and industry initiatives can support improvements in wholesale conditions.

Operators are expected to be able to explain to the regulator, when required, the relationship between wholesale conditions and retail tariffs, and to identify opportunities for improvements that benefit subscribers.

Silent or inadvertent roaming, where a subscriber's device connects to a foreign network without the subscriber realising, can result in unexpected charges. This is particularly relevant near land borders and in maritime and airborne environments. The measures encourage operators to identify such scenarios, to communicate clearly with affected subscribers and to consider technical or commercial arrangements that reduce the risk of surprise.

Subscribers should be able to disable roaming entirely or on specified networks where preferred, and such preferences should be respected consistently.

The measures also touch on the experience of foreign visitors to Cambodia, who often rely on inbound roaming to remain connected. Cambodian operators are expected to offer high-quality service to inbound roamers, to cooperate with foreign operators on wholesale arrangements and to consider retail options such as tourist SIMs that provide clear and competitive terms.

Coordination between operators and organisations serving tourists, including airports, hotels and tourism agencies, can support informed choices and positive visitor experiences.

Complaints about roaming charges are treated within the operator's general complaint handling procedures, with additional attention to the specific characteristics of roaming disputes. Operators should be able to investigate specific charges, to identify errors and to provide appropriate remedies where the charges are not justified.

The regulator may monitor patterns of roaming-related complaints and may act where systemic issues are identified. Operators are expected to use complaint data to improve their arrangements over time.

Roaming is inherently international. The measures encourage cooperation with regional initiatives, including engagement with ASEAN discussions on roaming and cooperation with foreign regulators on specific issues. Bilateral or regional arrangements can support harmonised transparency requirements and can benefit subscribers travelling across borders.

Cambodian participation in such initiatives contributes both to the interests of Cambodian subscribers travelling abroad and to the experience of foreign visitors relying on Cambodian networks.

For operators, the measures call for a review of roaming information practices, spending control mechanisms, bundle offers and complaint handling. Systems should be configured to deliver timely and accurate information to subscribers, and customer service teams should be trained to handle roaming queries effectively.

For subscribers, the measures support informed choices and reduce the risk of unexpected charges. Awareness of the available tools and of the operator's arrangements is a valuable complement to the measures themselves.

Lex Civora advises operators, enterprise customers and consumer organisations on the interpretation and application of the international roaming transparency measures, on the design of compliant arrangements and on responses to specific complaints or disputes relating to roaming services in Cambodia.

Enterprise customers with mobile workforces frequently negotiate specific roaming arrangements with their operators, including pooled allowances, tailored bundles and reporting suited to corporate needs. The transparency measures reinforce the expectation that such arrangements be documented clearly, that employees receive appropriate information when travelling and that the enterprise has visibility of roaming activity across its fleet.

Coordination between the operator's enterprise team and the customer's own travel and IT functions supports arrangements that are cost-effective, predictable and consistent with the customer's internal policies on mobile use.