Transcript Customer Service Manual

Customer Service Manual
(Aircel- Dishnet Wireles Limited)
Vol.1; July 2007
Registered Address :
Dishnet Wireless Limited, 5th Floor, Spencer Plaza, 769, Anna Salai, Chennai – 600002, Tamil Nadu
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Unified Access Service provider through GSM technology
We are committed to serve our customers by constant
innovations and creativity to add value to their life .
We promise you the most competitive service
……..Vaada Raha
2
Our Presence
Existing Circles*
Upcoming Circles*
* Status as of 01-Aug-2007
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Complaint Redressal Procedures
Aircel as per TRAI regulation has evolved a three level complaint redressal
mechanism.
•
Level I: Call Centers. These shall be first interface for customer to register
their complaints. They are expected to resolve majority of complaints.
Subscriber must note down the complaint number given by call centres.
•
Level II: Nodal officers. In case a subscriber is not satisfied with response of
call centre, he may approach Nodal Officer with details of complaints. Nodal
officer will register the complaint and for reference issue a complaint
number.
•
In exceptional cases where the subscriber is not satisfied with the response of
call centre & of Nodal officer, he may approach Appellate Authority for
redressal of his complaint. The complaint to The Authority has to be
submitted in the prescribed Performa in duplicate. Telephonic complaints
shall not be entertained by Authority.
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Complaint Redressal (Level I)
As an Aircel customer you have the convenience to contact us at our Customer
Touch Points:•
24 hour Customer Care Helpline
•
Cell City Outlet(s)
•
Via Email
•
Write to the Customer Care Manager
Our Customer Services Team will attempt to resolve your complaint on the
spot. However, if the concern can not be resolved on spot depending on
nature of complaint your complaint will be formally registered in our
system.

Aircel issues docket number for each complaint registered

Customer will be informed the time limit within which such complaint be
resolved; or the time within which (not less than 72hours) such time limit
be communicated to the customer.

All Complaints related to service disconnection or disruption will be
resolved within 72 hours.

All other complaints shall be resolved within specified time
communicated but not more than 7days.

We will contact you on your Aircel Mobile or Alternate number provided
by you to update you with the resolution.
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Contact Us
Postpaidat following numbers or email id for any concern related to
We can be contacted
Telecom Circle
Helpline*
Prepaid Helpline*
Customer Care Email
our Product &
Service:Andhra Pradesh
9700012345
9700012345
[email protected]
Assam
9854098540
9854012345
[email protected]
-
9852012345
[email protected]
9716012345 or 121
9716012345 or 121
[email protected]
-
9857012345
[email protected]
Jammu
9858098580
9858012345
[email protected]
Kashmir
9858398583
9858312345
[email protected]
9738012345 or 121
9738012345 or 121
[email protected]
Kerala
-
9809012345 or 121
[email protected]
Kolkata
-
9804012345
[email protected]
Madhya Pradesh
-
9806012345
[email protected]
9853098530
9853012345
[email protected]
UP Eest
9807012345 or 121
9807012345 or 121
[email protected]
UP West
9808012345 or 121
9808012345 or 121
[email protected]
9851098510
9851012345
Bihar & Jharkhand
Delhi
Himachal Pradesh
Karnataka
Orissa
West Bengal
[email protected]
These Helpline are available 24hours a day, 7days a week.
*Toll Free from all local Aircel Mobile
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Complaint Redressal (Level II)
In Case you wish to highlight any concern related to our service or you do not get
satisfactory resolution from our customer service center then you may approach
our Nodal Officer, by a letter in writing, or through telephone or thorugh email
for redressal of grievance.
Our Nodal Office will:• Register all complaints lodged by our customers.
• Provide a unique complaint number for each complaint within 3 days from date
of receipt of complaint.
• Intimate the resolution to customers within the defined time limits.
• Resolve all complaints related to disruption/ disconnection of services within
3days from date of registration of complaint.
• Resolve all complaint of other nature within 10days from date of receipt of
complaint.
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Nodal Officer’s Contact Info
Nodal Officer
Mobile*
Email
[email protected]
o.in
Aircel Ltd., 5th floor, CACHE Properties,
Gumidelli Commercial Complex, 1-10-39
to 44, Old Airport Road, Begumpet,
Hyderabad - 560016
[email protected]
Dishnet Wireless Ltd. Triveni Commercial
Complex, 3rd Floor, G. S. Road, Ulubari,
Guwahati-781007
Andhra
Prades
h
Assam
Shruti G
Monisha Dowerah
9700199209
9854199209
Write to Address
Bihar
Vikas Kumar
9852199209
[email protected]
Dishnet Wireless Ltd. 4th Floor, Office
No.415, Maharaja Kameshwar Complex,
Fraser Road(Mazharul Haque Path), Patna
– 800001
Delhi
Abhishek Miglani
9716199209
[email protected]
Aircel Limited, B-1 Local shopping Arcade,
Vasant Kunj, New Delhi-11070
[email protected]
Dishnet Wireless Ltd. 2nd and 3rd Floor,
Keonthal Complex, Main Bazar, Khalini,
Shimla – 171002
[email protected]
Dishnet Wireless Ltd. Hall No 105-112 B1,
North Block Bahu Plaza Complex, Jammu180012
[email protected]
Dishnet Wireless Ltd. Near Gurdwara
Shaheed Bunga, Bagat Barzulla, Srinagar190005
[email protected]
Aircel Ltd., Municipal No.66-5-25, HM
Vibha Towers, Luskar Hosur Road,
Adugodi, Bangaluru - 560029
[email protected]
Dishnet Wireless Ltd(Aircel), NO.
9419/33/2365B, B1,B2,B3 R R Arcade, NH
47 Bypass, Thammana (PO), Cochin682032
[email protected]
Kolkata Offices Head Office: 3rd Floor,
Globsyn Crystals Building Plot 11 &
12, Block EP & GP, Sector V, Salt
Lake, Kolkata - 700 091
[email protected]
Head office and Registered office:
Dishnet Wireless Ltd.,
3rd Floor, D B Malls Pvt Ltd,
D B City, Arera Hills,
Bhopal -462011
[email protected]
Dishnet Wireless Ltd. 2nd Floor DGC
Crossroad, Police Bazar, Shillong793001
[email protected]
Dishnet Wireless Ltd. 7th Floor, Block
B, Fortune Towers,
Chandrasekharpur, Bhubaneshwar751023
[email protected]
Dishnet Wireless Limited, Ratan
Square , 3rd Floor, 20 A, Vidhan
Sabha Marg, Lucknow, Uttar Pradesh
– 226 001
HP
Jammu
Kashmir
Karnataka
Kerala
Kolkata
Madhya
Pradesh
North East
Orissa
Uttar Pradesh
(East)
Uttar Pradesh
(West)
Vikas Kumar
Deepak Pargotra
Mr. Gurmeet Makkar
Priya Kumar
Kalpana Vasudevan
Mr. Chiranjib Basu
Swati Singh
Shanti Diengdoh
Sonali Mohanty
Ruma Sinha
9857199209
9858199209
9858399209
9738199209
9809199209
9809199209
9806199209
9856199209
9853199209
9807199209
Richa Singh
9808199209
[email protected]
*Timing: 10:00am to 06:00pm Monday to Friday
Mr.Ramesh Mohanraj
Dishnet Wireless Ltd., A-4 & A-29,
NCPL Web Tower, Sector 9, Noida,
District Gautambudh Nagar, Uttar
Pradesh – 201 301
Dishnet Wireless Ltd.,A201-205
,Kamdhenu,Bengal Shristi Complex,
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Complaint Redressal (Level III)
In exceptional cases where you are unable to get satisfactory response from our
Nodal Officer or no reply is received within the specified period you may highlight
the matter to our Appellate Authority.
 Every appeal to appellate authority must be in duplicate, in form annexed.
 The appeal must be made after the expiry of time limit specified by Nodal
Officer.
 The appeal must be made within 3months after the expiry of time limit by Nodal
Officer.
 The appellate, on receipt of concern will send within 3days, an acknowledgement
to the appellant with a unique serial number.
 The appellate authority will decide every appeal within 3months from date of
filing the appeal.
Contact Details:
Name Of Appellate Authority: S.K.Malhotra
Address: Dishnet Wireless limited, 8 Local Shopping Centre,
Sector B, Pocket 7, Nelson Mandela Road,
Vasant Kunj, New Delhi 110070.
E-mail: [email protected]
Tel No: +919953005106
Fax No: +91-011-26131297
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Aircel Appellate Form
All columns in below form are mandatory:-
1. The Name, Address, Telephone Number, Facsimile number
and the e-mail address of the Appellant.
2. Aircel Mobile Number
3. Name of City /district
4. Name of State/ Telecom Circle
5. Nature of Complaint (specify, whether complaint relates to
Provisioning/Activation/Billing/
Fault-Repair/Service
disruption /disconnection of service/ Value Added Service /
Closure / Termination or specify if any other).
6. The docket number allotted by the Call Centre at the time of
lodging complaint and date of lodging the complaint with the
Call Centre.
7. The unique complaint number communicated by the Nodal
Officer and date of lodging the complaint with the Nodal
Officer.
8. Date of decision of the Nodal Officer and decision intimated
by the Nodal Officer, if any.
9. Statement of Facts relating to grievance or appeal: (attach
separate sheet signed by Appellant if required)
Page 1
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Aircel Appellate Form…..cotinued
10. Grounds of Appeal: A full description of the matter,
which is the cause of the grievance, including copies of
any relevant and supporting documents, if any, and the
relief claimed in Appeal (attach separate sheet signed by
Appellant if required).
11. A statement to the effect that following matter or
issue, is not covered in any proceedings before any
court or tribunal or under the Consumer Protection
Act,1986 (68 of 1986) or any other law for the time being
in force.
12. Details of any other relevant material or document.
13. Whether the Appellant requests to grant him
exemption from appearing in person and decide the
appeal on the basis of information, document or record
filed by him.
Form for verification
I,_____________________________________________ (name in full and in block letters), the appellant,
son/daughter of _____________________________ do hereby declare that to the best of my knowledge and
belief, the information given in this appeal and the annexure and statements accompanying the appeal are
correct, complete and truly stated.
……………………………
Signature of appellant
(Name of appellant) ………………………..
(Specify status of the appellant, whether a company/firm/society/ individual/ others
………………………………..…….. )
Note1. The Form of appeal, grounds of appeal and the Form of verification appended shall be signed by the
appellant.
Note2. The appellant shall submit in duplicate the appeal in this Form.
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Quality Of Service Benchmark
At Aircel we are committed to deliver the service at par with below Quality of
Service (QoS) laid by TRAI.
Parameters
Benchmarks
(I)
Complaints per 100 bills issued
< 0.1 %
(II)
% of complaints resolved within 4 weeks
100%
(III)
Period of all refunds / payments due to customers
from the date of resolution of complaints as in (II)
above
< 4 Weeks
(i)
% satisfied with the provision of service
>95
(ii)
% satisfied with the billing performance
>90
(iii)
% satisfied with help services
>90
(iv)
% satisfied with network performance, reliability
and availability
>95
(v)
% satisfied with maintainability
>95
(vi)
Overall customer satisfaction
>95
(vii)
Customer satisfaction with offered supplementary
services % satisfied
>95
S. No.
Billing Complaints
Customer perception of service
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Did You Know?
A)
No Migration fee is charged to any tariff plan.
B)
No increase in any item of tariff for a period of six months from date of
enrolment of a subscriber under a tariff plan.
C)
No Charge shall be levied for any service without explicit consent of the
consumer
D)
Refund of security deposit for providing telephone service to be made,
within sixty days of closure of telephone connection, otherwise eligible for
interest at the rate of ten percent.
E)
You may visit our website www.aircel.com to know the model calculation of
financial implication of our various postpaid tariff plans.
F)
Now you may register your mobile under DND by SMS, on phone, by
Email, in writing or at through our website www.aircel.com.
G)
You have the right to disconnection of services within 24 working hours
from the time of such request in writing.
H)
Charges that may be deducted from a recharge voucher are Processing
Charge, Service Tax & administrative expense
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Terms & Conditions
The Terms and Conditions mentioned herein shall form part of the Customer Application Form
(“Agreement”) signed by the Subscriber and shall be binding on the Subscriber. This document is an
application by the Subscriber, which becomes a Contract when Services are made available by DWL and
operates concurrently with DWL’s license to provide Cellular Mobile Telephone Service.
1.DEFINITIONS
"Dishnet Wireless Limited" means a company organized under the Companies Act, 1956, and having its
registered office at Sterling Tower, 327, Anna Salai, Teynampet, Chennai – 600006 (hereafter referred to as
“DWL”).
“Services” means telecommunication services and other value added/supplementary services provided
by DWL and specifically opted by Subscriber or by implication due to usage.
"Subscriber" means any individual, company, proprietorship or partnership firm or such other party duly
authorized by DWL in writing to use the Services on realization of Tariff.
“Network” means DWL’s cellular telecom network as operational from time to time in the telecom circle
of Assam
“Equipment” means any GSM compatible cellular telephone instrument necessary for connecting to the
Network in order to avail the Services.
“SIM” means the Subscriber Identification Module provided by DWL which is required by the Subscriber
to activate the Services and get connected to the Network.
“Tariff” shall mean all rates including monthly rental, airtime rates, deposits, advances, activation fees,
SIM charges,, taxes, levies and duty as applicable from time to time which shall be in accordance with
DWL's Tariff policy and subject to change without notice at the discretion of DWL.
“Service Area” shall mean the Telecom Circle of Assam where Services are provided by DWL.
2. SCOPE
The Services are provided by DWL by virtue of a license provided by the Department of
Telecommunication, Government of India. It is specifically agreed that in the event of any change in the
law concerning the Service or any government policy in relation to the Services, any and all such changes
and alterations shall be deemed to be applicable to the Services and these terms and conditions shall be
deemed to have been amended in accordance with the revised alterations or policies based on the
Government Policy.
DWL reserves the right to reject any application of the Subscriber without assigning any reason of
whatsoever nature.
DWL reserves the right to seek/verify financial and other information from the Subscriber’s bankers,
associates, neighbors or any other third party at the discretion of DWL and reserves the right to reject the
Application for providing the Services even after activation of Services for any reason without any liability
of any nature. The information provided by the Subscriber / gathered by DWL shall become the property
of DWL.
3. OBLIGATIONS OF THE SUBSCRIBER
The Subscriber shall throughout the duration of the Services:
Acknowledge that the SIM provided to the Subscriber at the time of activation is the sole and absolute
property of DWL even after termination of the Services.
Promptly pay all amounts due to DWL before the due date.
Service shall not be used to make foul, profane expressions, impersonate another person with fraudulent
or malicious intent, to call another person so frequently or at such times of the day or any other manner so
as to annoy, abuse, threaten or harass any third party.
Service shall not be used for any purpose in violation of the law or against public policy or national
integrity and security.
Service shall not be used in such a manner as to interfere unreasonably with the use of the Service by one
or more other Subscribers or interfere with DWL's reasonable ability to provide the Services to others.
The Subscriber shall not make any modification or alteration or any reverse engineering or re-assembling
to the Equipment.
The Subscriber shall not link / network the Services with any other telecommunication network including
but not limited to Internet Service network among others.
The Subscriber agrees that DWL shall not be liable or responsible for any alleged fault of any nature in the
Equipment.
The Subscriber shall intimate in writing details of change of name, title or constitution whenever such
change takes place. If such change is not intimated/ not acceptable to DWL, DWL shall have the right to
proceed against the existing Subscriber to recover its due. This does not include any assignment of Services
to any third party.
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Terms & Conditions....continued
3. OBLIGATIONS OF THE SUBSCRIBER
Any request for transfer of Services available to a particular Subscriber in favour of any other person
would have to be made in writing and DWL may in its sole discretion either allow the transfer or refuse to
effect such transfer without assigning any reasons whatsoever. The decision of DWL in this regard is final
and binding on the Subscriber. Charges for this shall be as prescribed by DWL from time to time.
The Subscriber hereby expressly agrees that DWL has the right to change the Terms of providing the
Service whether or not such change is necessitated by reason of Government directions contained in a
letter, memorandum, circular agreement, Supplementary licence or the like.
It is understood that any Subscriber information provided to DWL will be made available to any statutory
and regulatory authority if so required without prior intimation to the Subscriber.
The Subscriber shall be allotted a mobile phone number by DWL which is and shall always remain the
property of DWL. The Subscriber cannot transfer or otherwise assign the SIM, Services / Mobile phone
number to any other person/entity unless agreed by DWL in writing. DWL shall be at liberty to reject the
request made by the Subscriber without assigning any reason. DWL reserves the right to reassign/ change
the Mobile phone number after giving reasonable notice to the Subscriber.
The Subscriber expressly agrees to give identification details if required by DWL to unlock his/her/its SIM
or Equipment at the sole option of DWL.
4. BILLING AND PAYMENT
The bill for the Services shall be dispatched to the Subscriber once every month. DWL is not responsible for
non-receipt or late receipt of the bill. The Subscriber expressly agrees that any information intimated to the
Subscriber by DWL through a value added service shall be a construed as received and actionable by the
Subscriber.
The Subscriber shall notify any change in their address to DWL immediately in writing.
Payments received after the due date will incur late payment charges as specified in DWL's Tariff.
Notwithstanding as to what is stated in this Agreement, DWL reserves the right to withdraw / deactivate
/ terminate the Services if the payment of Tariff is not made by the due date.
Subscriber agrees that any statement or details as to itemized calls furnished by DWL shall be conclusive
proof of the correctness of the amounts and details mentioned therein.
Without prejudice to what is stated above, if the Subscriber desires to question any statement or details or
any part thereof, the Subscriber shall inform DWL full details of the same in writing within seven (7) days
of the receipt of said statement by the Subscriber and they shall not be entitled to do so thereafter on any
ground whatsoever.
DWL may at the risk and cost of the Subscriber engage one or more person(s) to collect Subscriber’s
outstanding dues and the Subscriber expressly grants permission to such person(s) for ingress into his
property for performing such actions.
5. LIMITATION OF LIABILITY
DWL's liability to its Subscribers is limited to that stated in this Agreement.
DWL is not liable for any act or omission not attributable to DWL's personnel, computer system, software,
program, process, or electronic system or Equipment and is liable only to the extent of involved access and
usage charges for any defect, error or omission in the Service rendered.
DWL is not liable for calls lost or not established due to radio frequency limitations including but not
limited to Subscriber leaving the Service Area or entering areas not adequately covered by the Network.
DWL shall not be responsible for any third party liabilities/ injuries caused by any defect in the
Equipment.
In no event whether for breach of warranty, breach of contract, negligence or otherwise shall DWL be
liable for special, incidental or consequential damages, including but not limited to loss of profits or
revenues, cost of capital, cost of substitute products, facilities or services, downtime costs, any change or
modification of any such computer system, software, program, process, or electronic system in relation to
any such data change or claims of Subscribers for such damages.
If a Subscriber reports the loss or theft of the SIM, the Subscriber liability towards payment of Tariff for
calls made under these circumstances shall extend till the Subscriber reports the loss or theft of the SIM
along with the copy of First Information Report (F.I.R) from police to DWL and thereafter DWL shall
within reasonable time deactivate the same. Until such deactivation the Subscriber shall be liable to pay the
Tariff towards the usage.
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Terms & Conditions....continued
6. TERMINATION
The Subscriber may terminate the Services by giving DWL one month's notice to this effect in writing. The
Subscriber is however responsible for payment of outstanding Tariff for the period during which Service
was rendered.
DWL reserves the right to disconnect and terminate the Services without notice in the event of breach of
any/all term(s) of this Agreement by the Subscriber as also,
any information provided by Subscriber is found to be incorrect at any stage, without notice and without
any liability. Notwithstanding the above, DWL may terminate the Services summarily without assigning
any reason.
Upon termination of the Services the Subscriber shall return the SIM to DWL and until the SIM is returned
to DWL the Subscriber shall be liable to pay the Tariff and other charges specified by DWL.
7. FORCE MAJEURE
DWL shall not be, directly or indirectly, responsible for break or disruption of Services on account of force
majeure circumstances, such as riots, strike and lockouts either in the works and office of DWL or general
strike in the city or in the country, civil disobedience, act of war, flood, tempest, fire, earthquake or any
other act of God or policy of the Government, systems failure, Network failure, any external network or
any cause of whatsoever nature beyond the control of DWL, making it impossible to render the Services to
the Subscriber. However, the Subscriber shall continue to pay all Tariffs as per the terms of this Agreement
notwithstanding the force majeure conditions. It is understood by the Subscriber that provision of Services
by DWL is subject to certain external factors and agencies who are actively involved in providing the
Services to the Subscriber and DWL shall not be liable for the same.
8. MISCELLANEOUS
The Subscriber expressly waives notice from DWL for the following: (i) to suspend the Services; (ii) to
disconnect the Subscriber from the Services and Network (iii) to change Tariff.
DWL reserves the right to modify/ alter / amend or change all or any of the terms and conditions of this
Agreement without notice, or by a written notice addressed by DWL to the last address given by the
Subscriber, at its sole discretion.
Any dispute/ claims arising between the parties hereto shall be referred to Arbitration proceedings
conducted by a sole arbitrator to be appointed by DWL. The Arbitration shall be held at Chennai and the
same shall be governed by the provision of the Arbitration and Conciliation Act 1996 and amendments /
modifications thereto.
Any dispute shall be subject to the exclusive jurisdiction of the courts in Chennai.
The Subscriber shall indemnify and keep indemnified DWL against all loss, damages, claims, actions that
are initiated against DWL for any act or omission by the Subscriber in utilizing the Services of DWL under
this Agreement.
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