telecom consumer charter 18 dec'12

7/28/2019 Telecom Consumer Charter 18 Dec'12

http://slidepdf.com/reader/full/telecom-consumer-charter-18-dec12 1/12

12. ACTIVATION PROCESS

• Prospective customer requests for purchase of Tata Docomo voice or data connection

• Sales Executive (Point of sale) will inform customer about CAF fulfillment and required

documentations• Sales Executive will inform customer about activation completion post verification process

• Customer will provide passport sized colour photograph, copy of proof of identity and

address

• Sales Executive will check whether customer is local customer or out-stationed customer

• For out stationed customer, Sales Executive will cross verify local reference and on positive

verification from the local reference, CAF fulfillment will be done

• Sales Executive will assist customer in CAF fulfillment and ensure all mandatory fields are

filled up

• Sales Executive will verify copy of POI and POA against originals and put his stamp on the

copy of POI and POA

• Sales Executive will also put his stamp with the name, address and Sales Executive code on

• Sales Executive declaration on CAF

• Sales Executive will initiate activation SMS (only for Prepay)

• Distributor will receive CAF from Sales Executive

• TTL representative will collect the CAF from distributor point

• CAF audit followed by documentation entry will be done

• If customer is out stationed, then local reference (LR) verification will be conducted by TTL

• De duping(finding bulk connection in same name) will be executed

• Non bulk cases will be hot-lined for Tele-verification. Customer to initiate outgoing call to

59059 , call will be routed to verification desk. (No other calls/ SMS allowed)

• After positive tele-verification, activation will be done

• Bulk cases will be allocated for field verification. After positive field verification, number will

be hot-lined for tele-verification. Customer to initiate outgoing call to 59059 , call will be

routed to verification desk. (No other calls/ SMS allowed)

• After positive tele verification, activation will be done

TELECOM CONSUMER

CHARTER

TATA TELESERVICES LIMITED & TATA TELESERVICES

(MAHARASHTRA) LIMITED

Page-23/ Back Page Cover page

Access.Content.Solutions.

13. PROCEDURE OF TERMINATION OF SERVICES OFFEREDThe consumer can terminate or disconnect our service at his/her convenience. The bills are

checked, reconciliation is done and any amount, if due after adjusting the outstanding dues,

is returned to the consumer from his/her security deposit. This process takes a maximum of

60 days from the date of disconnection.



Wireline:

≤ 5

By next working day: ≥ 90%

For urban areas: ≥ 100%

For rural and hilly areas

For rural and hilly areas: ≥ 100%

Rent rebate for 7 days



≤ 8 Hrs

≥ 55%

≥ 75 %

≤ 0.5%

Not more than 0.1%

Not more than 1 complaint per

1000 customers, i.e., 0.1%

100% within 4 weeks

Within 1 week of resolution of

complaint

≥ 95%

≥ 90%

≤ 7 days

100% within 60 days. (0% as norefund request)

Faults incidences (No. of faults/100

Subs./month)

% of faults repaired by next working day

% of faults repaired within 3 days

No. of faults repaired within 5 days during the

quarter

% of faults repaired within 5 days

Faults pending for > 3 days and ≤ 7 days

Faults pending for > 7 days and ≤ 15 days

Faults pending for > 15 days

Mean Time to Repair (MTTR)

Call Completion Rate (CCR)

Answer to Seizure Ratio (ASR) (Note 2)

Point of Interconnection (POI) Congestion (No.

of PoIs not meeting benchmark) (Note 3)

Metering and billing credibility - postpaid

Metering and billing credibility - prepaid

(Note 2)

Resolution of billing/charging/validity

complaints

Period of applying credit/waiver/adjustment to

customer’s account from the date of resolution

of complaints

Accessibility of call centre/customer care

% of calls answered by the operators (voice to

voice) within 60 seconds

Termination/closure of service

% of requests for termination/closure of service

complied within 7 days

Time taken for refund of deposits after closures

4. Quality of service parameters for various servicesas specified by TRAI

Broadband:

BENCHMARK

100% in ≤ 15 working days (subject to

technical feasibility)

> 90%

> 99%

< 2% per month

100%

60%

80%

< 1%

< 120 msec

< 350 msec

< 800 msec

PARAMETER

Service Provisioning/Activation Time

% of faults repaired within next working day

% of faults repaired within 3 working days

% of bills disputed

% of complaints resolved within 4 weeks

% of calls answered by operator (voice to voice)

within 60 sec

% of calls answered by operator (voice to voice)

within 90 sec

Packet loss (for wired broadband access) in %

User reference point at POP/ISP Gateway Node

to IGSP/NIXI

User reference point at ISP Gateway Node to

international nearest NAP port abroad

(terrestrial)

User reference point at ISP Gateway Node to

international nearest NAP port abroad (satellite)

Page 11 Page 12

telecom consumer charter 18 dec'12

Documents