customer service manual (aircel) vol.2; january, 2009

Manual of Practice for handling Consumer Complaints

Updated as on 11.01.2011

Registered Office Address : Aircel Ltd, 5th Floor, Spencer Plaza, 769, Anna Salai, Chennai – 600002, Tamil Nadu

Registered Office Address : Aircel Ltd, 5th Floor, Spencer Plaza, 769, Anna Salai, Chennai – 600002, Tamil Nadu

Table of ContentsSl

No. ContentPage No.

1 Our Vision 32 Our Offices 43 Terms & Conditions of Service (Postpaid) 5154 Terms & Conditions of Service (Prepaid) 16235 Consumer Grievance Redressal Mechanism 246 Level I Call Centre details 25

6.1 Level II Nodal Officer Process 266.2 Nodal Officer Contact Details 276.3 Level III Appellate Authority Process 286.4 Appellate Authority Contact Details 296.5 Form of Appeal to the Appellate Authority 30

6.6Form of Appeal to the Appellate Authority contd Form for Verification 31

7 Quality of Service Benchmarks 328 Important Information for Consumers 33

To be an ‘Iconic Mass Market’ brand.

Iconic- Out of so many players we will become key player i.e. iconic in Telecom Market.

Mass Market – We would operate in market where masses are present.

Our Vision

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OUR OFFICES S. No. Service Area

Name Office Address

1 Andhra Pradesh

Aircel Ltd., 5th floor, CACHE Properties, Gumidelli Commercial Complex, 1-10-39 to 44, Old Airport Road, Begumpet, Hyderabad -500016

2 Assam Dishnet Wireless Ltd. Tribeni Commercial Complex, 3rd Floor, G. S. Road, Ulubari, Guwahati-781007

3 Bihar & Jharkhand

Dishnet Wireless Limited, 6th Floor, Sai Corporate Park, Rishi Vatika, Rukanpura, Patna - 800014.

4 Mumbai Aircel Ltd., Opus Centre, 47, Central Road, Opp: Hotel Tunga Paradise, M.I.D.C., Andheri (East), Mumbai – 400093

5 Chennai Aircel Cellular Limited , 5th Floor, Spencer Plaza , 769, Anna Salai, Chennai - 600 002.

6 Delhi Aircel Ltd., A-44, Mohan Co-operative, Industrial Estate (MCIE), Mathura Road, New Delhi-110044

7 HP Dishnet Wireless Ltd. 2nd and 3rd Floor, Keonthal Complex, Main Bazar, Khalini, Shimla – 171002

8 Jammu & Kashmir

Dishnet Wireless Ltd. Hall No 105-112 B1, North Block Bahu Plaza Complex, Jammu-180012

9 Karnataka Aircel Ltd., Municipal No.66-5-25, HM Vibha Towers, Luskar Hosur Road, Adugodi, Bengaluru – 560029

10 Kerala Dishnet Wireless Ltd(Aircel), NO.9419/33/2365, R R Arcade, B-2, NH 47 Bypass, Thammanam (PO), Cochin-682032

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OUR OFFICES S. No. Service Area

Name Office Address

11 KolkataDishnet Wireless Ltd. Globsyn Crystal Buildingng, 3rd floor, Block EP, Plot No.11 & 12, Sec - 5, Salt Lake Electronics Complex, Salt Lake City, Kolkata-700091

12 Maharashtra Aircel Ltd., Commer Zone, 2nd Building, 144 & 145, Samrat Ashoka Path, Yerwada, Pune - 411006

13 North East Dishnet Wireless Ltd., Eldorado Building, 3rd Floor,Opp MTC Building,Jail Road, Shillong 793001, Meghalaya

14 Orissa Dishnet Wireless Ltd. 7th Floor, Block B, Fortune Towers, Chandrasekharpur, Bhubaneshwar-751023

15 RoTN Aircel Limited, 1562 A, Avinashi Road, Nalavind Towers, Near GRG school, Peelamedu , Coimbatore 641004

16 Uttar Pradesh(East)

Dishnet Wireless Limited, Ratan Square, 3rd Floor, 20 A, Vidhan Sabha Marg, Lucknow, Uttar Pradesh – 226 001

17 Uttar Pradesh(West)

Dishnet Wireless Ltd., A-4 & A-29, NCPL Web Tower, Sector 9, Noida, District Gautambudh Nagar, Uttar Pradesh – 201 301

18 West Bengal Dishnet Wireless Ltd. A-201 to 205, A-304, A Block, City Centre, Durgapur-713216

19 Haryana Dishnet Wireless Limited, 2nd Floor - Shree Complex, 5406, Cross Road-3, Ambala Cantt-133001

20 Punjab Dishnet Wireless Limited, Spray House - 2nd Floor, C-82, Phase - 7, Industrial Area, Mohali-160055, Punjab.

21 Gujrat Aircel Limited 702, 7th Floor, BBC House, Law Garden, Ahmedabad - 380006

22 Rajasthan AIRCEL Limited,501-502,Sunny Paradise Tonk Road,Jaipur - 302015

23 Madhya Pradesh Dishnet Wireless, 3rd Floor, Arya Bhawan,Chinar House,M.P.Nagar Zone II,Bhopal-462025

Terms and Conditions (Post Paid)• The Terms and Conditions mentioned herein shall form part of the agreement with

the Customer /Subscriber of Aircel Limited/Dishnet Wireless Limited/ Aircel Cellular Limited (“Agreement”) signed by the Subscriber and shall be binding on the Subscriber. This document is an application by the Subscriber, which becomes a legally binding when Services are made available by Aircel and operates concurrently with Aircel's license to provide telecommunication services including cellular mobile telephone service.

DEFINITIONS– “Activation” means commencement of Services provided by the Aircel to the

Subscriber.– “Aircel” means and include “Aircel Limited”/ “Dishnet Wireless Limited”/

“Aircel Cellular Limited” a company incorporated under the Companies Act, 1956, and having its registered office at 5th Floor, Spencer Plaza, 769, Anna Salai, Chennai – 600002. (The name of the company may be changed without notice).

– “Authority” means the Government of India, Ministry of Communication & Information Technologies, Department of Telecommunications (DoT), Telecom Regulatory Authority of India (TRAI), Telecom Dispute Settlement and Appellant Tribunal (TDSAT), the relevant State Government or other statutory and local authorities, Courts, Tribunals etc. as the case may be.

– “Customer” means any individual, company, proprietorship or partnership firm or other such person who wants to avail the Services of Aircel.

– “Services” means the postpaid telecommunication services and other valueadded/supplementary services provided by Aircel and specifically opted by the Subscriber or by implication due to usage.

– “Subscriber” means any individual, company, proprietorship or partnership firm or other such party duly authorised by Aircel in writing to use the Services on realisation of Tariff.

– “Service Area” shall mean the service area for which Aircel has been awarded license by Department of Telecommunication, Government of India.

– “SIM” means the Subscriber Identification Module provided by Aircel 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 applicable Tariff of Aircel, Telecom Tariff Order and subject to change as per orders / regulations notified by Authority.

– “Value Added Service (Additional service)” means any Services provided by Aircel, which are in addition to the transmission of voice Services.

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Terms & Conditions - Postpaid

SCOPE– The Services are provided by Aircel by virtue of a license granted by the

Department of Telecommunications, 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 as laid down by Authority.

– In case any of the provisions herein become ineffective or beheld to be invalid by Authority, this shall not affect the validity of the remaining provision hereof.

– The validity, construction, performance of this Agreement shall be governed by and interpreted in accordance with the laws of India which includes the Indian Telegraph Act 1885, Indian Wireless Telegraphy Act 1933, the Telecom Regulatory Authority of India Act 1997 and all rules, regulation, notifications made there under and also all statutory amendments/ modifications/ reenactments made from time to time. This Agreement is also subject to provisions of local laws as may be made applicable in the respective telecom circle to which the SIM/mobile number belongs.

– Aircel reserves the right to reject any application of any person desires to become the Subscriber of Aircel in case of incomplete and, or, incorrect information and documentation or failure to qualify the terms and conditions laid down by Aircel and any Competent Authority.

– Services will be activated only after due verification of identity, address proof documents and other relevant details as laid down by Authority from time to time. If the documents submitted by the applicant/person desires to become the Subscriber is incomplete and/or, incorrect information, Aircel has the right to reject/cancel/deactivate the Services in whole or in part as per the guidelines laid by Authority.

– Aircel reserves the right to terminate the subscription of any subscriber who is not competent to enter into any contract under the Indian Contract Act 1872.

– Aircel’s acceptance of payments from a person other than the Subscriber shall not amount that Aircel transferred or modified any of the rights or obligation of the subscriber to any third party.

– Subject to the terms and conditions contained herein the valueadded/plus service [VAS] can be availed by Subscriber on payment of applicable Tariff. Subscribers shall not be entitled to any grace period for any VAS Recharge Voucher, and no money in this regard shall be refunded.

• Aircel may enter into mutual commercial agreements for intra service area roaming facilities with other licensed Cellular Mobile Telephone Service Licensees/Unified Access Services Licensees and all such service(s) shall be subject to terms and conditions mentioned herein.

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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 availing subscription is the sole and absolute property of Aircel even after termination of the Services.

– The initial Service shall be made available on payment of Activation charges as notified from time to time. In order to avail uninterrupted services the Subscriber has to make payment as and when it becomes due.

– 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 unauthorized purpose in violation of the any relevant 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 Aircel's reasonable ability to provide the Services to others.

– The Subscriber shall not make any modification or alteration or any reverse engineering or reassembling to the SIM.

– The Subscriber agrees that Aircel 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, identity, address, title or constitution along with valid supporting documents whenever such change takes place. If such change is not intimated/ not acceptable to Aircel, Aircel shall have the right to proceed against the existing Subscriber to recover its due. This does not include any authorized assignment of Services to any third party.

– The Subscriber hereby expressly agrees that Aircel 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 any order/regulation of Authority.

– It is understood that any Subscriber information provided to Aircel will be made available to any statutory and regulatory authority if so required without prior intimation to the Subscriber.

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– The Subscriber shall be allotted a mobile phone number by Aircel which is and shall always remain the property of Aircel subject to regulation of Authority. The Subscriber cannot transfer or otherwise assign the SIM to any other person/entity.

– The Subscriber expressly agrees to give identification details if required by Aircel to unlock his/her SIM or Equipment at the sole option of Aircel.

– It will be the sole responsibility of the Subscriber to ensure that the mobile handset used by him/her is compatible with the frequency allotted and the Service, Network, VAS and other Services/Features of Aircel.

– In the event of Subscriber roaming outside the Network, he/she shall ensure that the Equipment that he/she is using is compatible to the frequency of the visiting network. Subscriber understand that under no circumstances, Aircel shall be held responsible for any reason whatsoever, if the Subscriber could not avail the roaming service on account of noncompatibility of the Equipment being used by such Subscriber.

– Subscriber can subscribe and/ or unsubscribe for any VAS at any time by call/SMS at the phone number as allocated or decided by the Authority from time to time or by call/sms the Aircel notified subscription and unsubscription phone numbers or email IDs as notified from time to time.

• BILLING AND PAYMENT– The bill(s) for the Services or Value Added Services shall be normally

dispatched to the Subscriber on monthly basis or as decided by Aircel from time to time pursuant to the rules and regulation of the Authority. The Subscriber expressly agrees that any information intimated to the Subscriber by Aircel through a Value Added Service shall be construed as received and actionable by the Subscriber.

– The generated bill shall have such component including but not limited to "Call Charges", "Processing fee" and “monthly rental”, "Service tax" (which is subject to change). Aircel reserves the right to change or alter at any point of time inter alia the composition of bills details, its billing cycle, grace period for payment, and the period offered for number retention etc without notice to Subscriber.

– Payments received after the due date will incur late payment charges as specified in Aircel bill.

– The call pulse rate and other applicable charges or fee shall be governed by the Rules and Regulation specified by Authority from time to time / or as specified by Aircel in their bill.

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– In the event of delayed payment of bills beyond the due date or nondeposit of any applicable fees, charges or deposits etc. or any increase thereof, Aircel reserves the right to totally or partially disconnect/deactivate the Subscriber after notifying in case of nonpayment of bill by the due date or in case the cheque deposited with Aircel by the Subscriber towards payment of the bill is dishonoured. Although no notice is mandatory, the bill and/or an SMS message sent or call warning notified to the Subscriber on the mobile number or any other verbal or written communication shall be construed as due notice in this regard. In case such disconnection is effected, the Subscriber shall have to apply for reactivation of his connection for subscription to the Service, after making due payment for rental, services charges, other applicable charges. Aircel reserves the right to charge for such reactivation at such rates as may be determined from time to time. Without prejudice to the generality of the above it shall be the sole discretion of Aircel to allow or refuse such reactivation.

– Roaming charges shall be within the prescribed upper limit by the Authority. – While roaming outside the Service Area, the Subscriber can avail all the

Value Added Services that the Subscriber has subscribed to with Aircel, provided Aircel or the respective operator network supports the same at such roaming area. Applicable operator specified tariffs will be charged for such services.

– Aircel reserves its right to change the billing cycle.– The subscriber agrees to pay all subscription charges, call charges in respect

of all calls made/received, VAS charges, supplementary service charges, rental, STD/ISD charges, service tax, license fee, other applicable taxes & duties etc. and other charges payable for the services, without any deduction, set off or withholding, as published and notified by Aircel as per tariff applicable from time to time. The Subscriber shall pay all charges in respect of the service availed by the subscriber.

– Notwithstanding as to what is stated in this Agreement, Aircel reserves the right to withdraw/deactivate/ terminate the Services if the payment of due bill amount is not made by the due date, if the subscriber exceeds the credit limit then the process of intimation and deactivation would be done as per the procedure laid down by the authority

– Subscriber agrees that any statement or details as to itemized calls furnished by Aircel shall be conclusive proof of the correctness of the amounts and details mentioned therein.

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– Where a security deposit has been paid, Aircel is entitled to retain it and adjust it as it decides in full or partial satisfaction of any sums due from the Subscriber to Aircel any time. At the end of the subscription period or termination of the Services, provided all sums payable to Aircel have been duly paid by Subscriber, the balance (if any) of the deposit or fee will be repaid to the Subscriber after adjustment by Aircel, if any, and within 60 days of such termination. Failure of Aircel to refund the security deposit to any such previous subscriber within 60 days of Termination, would entitle such previous subscriber to claim simple interest @ 10% per annum on the outstanding security deposit amount until repayment..

– Without prejudice to what is stated above, if the Subscriber needs clarification for any statement or details or any part thereof, the Subscriber shall inform Aircel full details of the same in writing within seven (7) days of the receipt of said statement by the Subscriber.

– Aircel has a right to predetermine and prefix internally the credit limit to usage of Services availed by the Subscriber. In the event of the Subscriber having exceeded his/her predetermined credit limit, Subscriber will be responsible to forthwith pay for all the Services availed to avoid disconnection of Service. Subscribers shall be notified by Aircel that their Service usage charges are about to cross the notified credit limit. Aircel further reserves the right to totally or partially disconnect/deactivate the Subscriber's Services, after notifying, such Subscriber of having exceeded the prescribed credit limit, and on Subscriber’s failure to pay for all Service Charges including for all the calls made and services obtained, even beyond the stated credit limit. No right is created in favour of the Subscriber if Aircel fails to totally or partially disconnect/deactivate the Subscriber's Services to such increased amount of credit limits in future.

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7. FORCE MAJEURE• Aircel shall not be, directly or indirectly, responsible for the break or disruption of

Services on account of force majeure circumstances, such as riots, strike and lockouts either in the works and office of Aircel 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 Aircel, 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 Aircel is subject to certain external factors and agencies who are actively involved in providing the Services to the Subscriber and Aircel shall not be liable for the same.

• MISCELLANEOUS– Privacy of communication is subject to government regulation, terms of the

license agreement and other statutory and regulatory factors. Aircel may be required to disclose any information or particulars pertaining to the subscriber to any authority, statutory or otherwise, including but not limited to any security agency and reserves the right to comply with the directions of such authorities at its direction and without intimating the subscriber.

– The Subscriber expressly waives notice from Aircel for the following: (i) to suspend the Services; (ii) to disconnect the Subscriber from the Services and Network (iii) to change Tariff.

– Aircel 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 Aircel to the last address given by the Subscriber, at its sole discretion.

– Any dispute shall be subject to the jurisdiction of the courts respective telecom circle to which the SIM/mobile number belongs.

– The Subscriber shall indemnify and keep indemnified Aircel against all loss, damages, claims, actions that are initiated against Aircel for any act or omission by the Subscriber in utilizing the Services of Aircel under this Agreement.

– The National Do Not Call Registry (NDNC Registry) facility (as defined by Authority) will be activated within the timeline prescribed by Authority/Law upon of receipt of request for such activation of NDNC from subscriber.

– If the services are being used for telemarketing purposes, the subscriber should get registered as a telemarketer with Aircel. The registration form and guidelines for filling the application are available at the local office of Aircel. Without such registration, the subscriber shall not use the services of Aircel for telemarketing. In case the subscriber violates this clause, the subscriber shall indemnify Aircel for all such loss, costs and expenses. Aircel shall also be entitled to withdraw the services of the subscriber forthwith without any notice.

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• LIMITATION OF LIABILITY– Aircel's liability to its Subscribers is limited to in the terms of this Agreement.

In any event the maximum overall liability of the Aircel in contract or tort or otherwise, shall be to refund the amount of security deposit, after adjusting the charges due from the subscriber. However, any money paid by the Subscriber shall not create any right in favour of Subscriber until Activation of Service.

– Aircel is not liable for any act or omission not attributable to Aircel'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 attributable to Aircel in the Service rendered.

– In no event shall the Aircel, its officers, employees, directors, representatives and assigns be liable for any direct, indirect or consequential damages, cost, expenses or losses of whatever nature including but not limited to loss of profit or loss of business pertaining to the provisions of the Services to the Subscriber.

– Aircel 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.

– Aircel 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 Aircel 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 to Aircel, and after due validation of the Subscriber identity, Aircel shall thereafter within reasonable time deactivate the said SIM. The Subscriber shall remain liable for payment of all applicable charges to Aircel until completion of the above process including telecom service charges towards the usage and Aircel may replace the lost SIM with new SIM upon payment of applicable charges by the concerned Subscriber, as may be determined from time to time.

– The Aircel shall have the right to transfer or assign or delegate all or any of its obligation, rights or duties under these terms and conditions to any party. Such transfer, assignments shall release the Aircel from all its liabilities under these terms and conditions. Aircel also reserves the right to provide Services through its agents and franchises. 13


– Any waiver, concession or extra time allowed or granted by Aircel to its Subscriber is limited to the specific circumstances in which it was given and the same shall not affect Aircel’s right under this terms and conditions.

– Aircel shall not be responsible for any claim against slander arising out of communication sent or received by Subscriber on its Network. Aircel shall also not liable for any infringement or violation of copyrights by the Subscriber or by anyone else using the mobile connection of the Subscriber.

– Aircel is not responsible for network or any other issues in the event the network or equipment is shared or taken on rent from another service provider while on Aircel or on a roaming network.

TERMINATION• (a) Aircel is entitled to, without any liability whatsoever to refuse, limit,

suspend, vary or disconnect the Service, in whole or in part, at any time, in its sole discretion, with respect to one/all Subscribers without notice, for any reason which is found reasonable by Aircel, including, but not limited to the following:

• Governments rules, regulations, orders, directions, notifications of Authority, etc. including changes thereto prohibiting and/or suspending the rendering of such Services.

• Transmission limitations caused by topographical, geographical, atmospheric, hydrological and, or, mechanical conditions.

• During technical failure, modification, upgradation, or variation, relocation, repair and, or, maintenance of the network/equipments.

• To combat potential fraud, sabotage, willful destruction, etc.• If Services are used in any manner, which violates any law etc. or

adversely affects or intervenes in any manner, the rendering of Services by Aircel.

• Any discrepancy/incorrect particulars provided by the Subscribers in the Agreement.

• Breach of any term or conditions stated herein by the Subscriber.• Due to problems arising on account of interconnection between Aircel

and other telecom service providers.• Any other reason, which is found to be reasonable by Aircel warranting

suspension/disconnection. b) The Subscriber may make request for disconnection and Aircel shall

terminate the Services as per the directions of the Authority.

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7. FORCE MAJEURE• Aircel shall not be, directly or indirectly, responsible for the break or disruption of

Services on account of force majeure circumstances, such as riots, strike and lockouts either in the works and office of Aircel 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 Aircel, 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 Aircel is subject to certain external factors and agencies who are actively involved in providing the Services to the Subscriber and Aircel shall not be liable for the same.

MISCELLANEOUS– Privacy of communication is subject to government regulation, terms of the




– Any dispute shall be subject to the jurisdiction of the courts respective telecom circle to which the SIM/mobile number belongs.


– The National Do Not Call Registry (NDNC Registry) facility (as defined by Authority) will be activated within the timeline prescribed by Authority/Law upon of receipt of request for such activation of NDNC from subscriber.


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DEAR POSTPAID SUBSCRIBER – ARE YOU AWARE?

•The service provider should inform the customer within a week of activation of service the complete tariff plan and should also convey any changes to any item of tariff.•The service provider shall intimate a postpaid customer (1) in advance about his credit limit and (2) whenever he reaches 80% of the credit limit. Services shall not be disconnected as long as the amount due is below the amount of his security deposit or specified credit limit whichever is higher. •Postpaid customers should be given, on request, detailed bill for STD/ISD calls free of charge. •Security deposits are to be refunded after adjustment of dues within 60 days, failing which interest has to be paid @10% per annum for the delay. •Tariff plans with misleading titles are not permitted.•The service provider cannot increase tariff on any item within 6 months of enrolment in a tariff plan.•The customer is free to move from one tariff plan to another without paying any fee for migration.•Service Provider’s websites must contain comparison of tariff plans in terms of estimated monthly bill.•No chargeable value added service shall be provided to a customer without his explicit consent.•All communication/advertisements relating to premium rate services e.g. ring tones, wallpaper, astrology, quiz etc. should have the pulse rate/tariff for the service.•Service Providers have appointed Nodal Officers in different service areas to deal with complaints. Individual consumers can approach Consumer Redressal Forum for redressal of their grievances.•Group of consumers can approach Telecom Disputes Settlement Appellate Tribunal (TDSAT) for adjudication of any disputes with the Service Providers.

Terms & Conditions Prepaid

Terms and Conditions (Pre Paid)• The Terms and Conditions mentioned herein shall form part of the agreement with

the Customer /Subscriber of Aircel Limited/Dishnet Wireless Limited/ Aircel Cellular Limited (“Agreement”) signed by the Subscriber and shall be binding on the Subscriber. This document is an application by the Subscriber, which becomes legally binding when Services are made available by Aircel and operates concurrently with Aircel's license to provide telecommunication services including Cellular Mobile Telephone Service.

• DEFINITIONS– “Activation” means commencement of Services provided by the Aircel to the

Subscriber.– “Aircel” means and include “Aircel Limited”/ “Dishnet Wireless Limited”/

“Aircel Cellular Limited” a company incorporated under the Companies Act, 1956, and having its registered office at 5th Floor, Spencer Plaza, 769, Anna Salai, Chennai – 600002. (The name of the company may be changed without notice).

– “Authority” means the Government of India, Ministry of Communication & Information Technologies, Department of Telecommunication (DoT), Telecom Regulatory Authority of India (TRAI), Telecom Dispute Settlement and Appellant Tribunal (TDSAT), the relevant State Government or other statutory and local authorities, Courts, Tribunals etc. as the case may be.

– “Customer” means any individual, company, proprietorship or partnership firm or other such person who wants to avail the Services of Aircel.

– “Equipment” means any compatible cellular telephone instrument necessary for connecting to the Network in order to avail the Services.

– “Network” means Aircel's cellular telecom network as operational from time to time in the concerned service area.

– “Recharge Voucher” or “RCV” means the mobile recharge coupons which are preloaded with Talktime/Validity/Tariff reduction etc. and normally are available as scratch cards (physical recharge coupons)or electronic recharge (Easy recharge). Every coupon carries a alpha or numeric code, which is retrieved by the Subscriber on scratching the card. This code can be used by the Subscribers to recharge their prepaid Services. The RCV can be availabe either electronically or in the form of the abovementioned physical printed scratch cards/coupons at the discretion of Aircel.

– “Services” means the prepaid telecommunication services and other valueadded/supplementary services provided by Aircel and specifically opted by the Subscriber or by implication due to usage.

– Service Area” shall mean the service area for which Aircel has been awarded license by Government of India. 17


• “Subscriber” means any individual, company, proprietorship or partnership firm or other such party duly authorized by Aircel in writing to use the Services on realisation of Tariff.

– “SIM” means the Subscriber Identification Module provided by Aircel which is required by the Subscriber to activate the Services and get connected to the Network.

– “Tariff” shall mean all rates including validity, airtime rates, talk time value, processing fee, advances, activation fees, SIM charges, taxes, levies and duty as applicable from time to time which shall be in accordance with applicable Tariff of Aircel, Telecom Tariff Order and subject to change as per orders / regulations notified by Authority.

– “Value Added Service (Additional service)” means any Services provided by Aircel, which are in addition to the transmission of voice Services.

SCOPE– The Services are provided by Aircel by virtue of a license granted 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 as laid down by Authority

– In case any of the provisions herein become ineffective or beheld to be invalid by Authority, this shall not affect the validity of the remaining provision hereof.

– The validity, construction, performance of this Agreement shall be governed and interpreted in accordance with the laws of India which includes the Indian Telegraph Act 1885, Indian Wireless Telegraphy Act 1933, the Telecom Regulatory Authority of India Act 1997 and all rules, regulation, notifications made there under and also all statutory amendments/ modifications/ reenactments made from time to time. This Agreement is also subject to provisions of local laws as may be made applicable in the respective telecom circle to which the SIM/mobile number belongs.

– Services by Aircel will be activated only after due verification of identity, address proof documents and other relevant details as laid down by Authority from time to time. If the documents submitted by the applicant/person desires to become the Subscriber is incomplete and, or, incorrect information, Aircel has the right to reject and, or, cancel the Services in whole or in part without prior notice.

– Aircel reserves the right to verify information provided by the Subscriber and to reject the Application for providing the Services for any reason as per guidelines of the Authority. 18


– The ValueAdded Services (VAS)/plus service can be availed on payment of applicable Tariff. Subscribers shall not be entitled to any grace period for VAS RCV. For activation and deactivation of VAS, the subscriber would be intimated as per the process laid down by the Authority.

– Aircel reserves the right to terminate the subscription of any subscriber who is not competent to enter into any contract under the Indian Contract Act 1872.

– Aircel may enter into mutual commercial agreements for intra Service Area roaming facilities with other licensed Cellular Mobile Telephone Service Licensees/Unified Access Services Licensees and all such Service(s) shall be subject to terms and conditions mentioned herein.

OBLIGATIONS OF THE SUBSCRIBERThe Subscriber shall throughout the duration of the Services:

– Acknowledge that the SIM provided to the Subscriber at the time of availing the subscription is the sole and absolute property of Aircel even after termination of the Services.

– The initial Service shall be activated on recharge with appropriate RCV as notified from time to time. To be able to continue to avail the Service the Subscriber has to recharge his/her subscription with an RCV of denomination of his/her choice.

– The RCV shall have such component including but not limited to "Call time" "Processing fee" and “Validity” "Service tax" (which is subject to change) Aircel reserves the right to change or alter at any point of time inter alia the composition of RCV, its validity period, grace period, period to carry forward unused balance and the period offered for number retention etc.

– Once the validity of the card expires, the Subscriber gets a grace period as determined by Aircel. The Services shall be automatically deactivated when the grace period of the RCV expires without any notice. Aircel shall not refund the residual value left on the Aircel Prepaid Card to the Subscriber after the grace period is over. Deactivation would necessarily mean that all incoming and outgoing calls are barred. However, if the card is recharged before expiry of the grace period, the residual value shall be carried forward to the next validity period counted from the date of recharge. In case the card is not recharged before the expiry of the aforesaid period, any residual value shall lapse immediately. If the Subscriber does not recharge the card within the said grace period, the subscription stands cancelled.

– The details of the chargeable calls made or received by Subscriber can be made available to such Subscriber only upon request and payment of prescribed fee, may be fixed by Aircel, within the guidelines of the Authority.

– The Subscriber may, call Aircel's Interactive Voice Response System (IVRS) system in order to know the balance value in the card. 19


– 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 Aircel's reasonable ability to provide the Services to others.

– The Subscriber shall not make any modification or alteration or any reverse engineering or reassembling to the SIM.

– The Subscriber agrees that Aircel 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, address, title, identity or constitution whenever such change takes place, such change shall be supported by valid proof of documents as intimated by Authority from time to time If such change is not intimated/ not acceptable to Aircel, Aircel 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.

– The Subscriber hereby expressly agrees that Aircel 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 in accordance with the rules and regulation of Authority.

– Subscriber can subscribe and/ or unsubscribe for any VAS at any time by call/SMS the phone number as allocated or decided by Authority from time to time or by call/sms the Aircel notified subscription and unsubscription phone numbers as notified from time to time.

– It is understood that any Subscriber information provided to Aircel 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 Aircel which is and shall always remain the property of Aircel subject to the rules and regulation of Authority. The Subscriber cannot transfer or otherwise assign the SIM to any person.

– The Subscriber expressly agrees to give identification details if required by Aircel to unlock his/her SIM or Equipment at the sole option of Aircel.

– It will be the sole responsibility of the Subscriber to ensure that the mobile handset used by him/her is compatible with the frequency allotted and the Service, Network, Value Added and other Services/Features of Aircel. 20


• PAYMENTS AND CHARGES– The actual call usage value, recharge dates, RCV values, validity period,

grace period etc. as per the records of Aircel shall be treated as correct and final and shall be binding on the Subscriber. The Service restrictions including deactivation, disconnection, cancellation, barring etc. shall be carried out on the basis of the said call usage, validity and grace period as the case may be.

– In respect of any Service or feature which is initially or at any stage offered free of charge for certain period, Aircel for such services may charge the Subscriber upon confirmation by Subscriber and same shall be adjusted from the calling value of the Subscriber.

– Any increase / addition / introduction in taxes and / or levy of any taxes, levies, duties or any other statutory charges etc. (present/future) shall be deducted from the Subscriber's account.

– The RCV/balance is nonrefundable for cash and nontransferable in case of suspension or termination of the Services however under circumstances where the Subscriber converts to a postpaid connection of Aircel the remaining balance of prepaid subscription may be carried forward to such post paid subscription.

– In the event of Subscriber roaming outside the Network, he/she shall ensure that the equipment that he/she is using is compatible to the frequency of the visiting network. Under no circumstances, Aircel shall be held responsible for any reason whatsoever, if the Subscriber could not avail the roaming service on account of noncompatibility of the handset being used.

– Call Charge calculation: For all voice calls (Local, STD, ISD), as soon as a call matures, minimum charges of one (1) pulse become applicable. Pulse is rounded up to generate call units. These call units when multiplied with the pulse rate form the call charges. Short Messaging Service (SMS) is charged on per SMS basis. Each SMS is of a maximum 160 characters (i.e. including blank space, words, numbers, special characters, symbols etc.) and any message beyond 160 characters shall be considered as two (2) or more SMS (as the case may be), and the Subscriber shall be charged for each SMS separately.

21


• LIMITATION OF LIABILITY– Aircel's liability to its Subscribers is limited to the terms of this Agreement.– Aircel is not liable for any act or omission not attributable to Aircel'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.

– Aircel 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.

– In no event shall the Aircel, its officers, employees, directors, representatives and assigns be liable for any direct, indirect or consequential damages, cost, expenses or losses of whatever nature including but not limited to loss of profit or loss of business pertaining to the provisions of the Services to the Subscriber.

– Aircel 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 Aircel 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 to Aircel, and after due validation of the Subscriber identity, Aircel shall thereafter within reasonable time deactivate the said SIM. Subject to validation (as mentioned herein), Aircel may replace the lost SIM with new SIM upon payment of applicable charges by the concerned Subscriber, as may be determined from time to time.

– The Aircel shall have the right to transfer or assign or delegate all or any of its obligation, rights or duties under these terms and conditions to any party. Such transfer, assignments shall release the Aircel from all its liabilities under these terms and conditions. Aircel also reserves the right to provide Services through its agents and franchises.

– Any waiver, concession or extra time allowed or granted by Aircel to its Subscriber is limited to the specific circumstances in which it was given and the same shall not affect Aircel’s right under this terms and conditions.

– Aircel shall not be responsible for any claim against slander arising out of communication sent or received by Subscriber on its Network. Aircel shall also not liable for any infringement or violation of copyrights by the Subscriber or by anyone else using the mobile connection of the Subscriber.

22


– Aircel is not responsible for network or any other issues in the event the network or equipment is shared or taken on rent from another service provider while on Aircel or on roaming network.

TERMINATIONAircel is entitled to, without any liability whatsoever to refuse, limit, suspend, vary or

disconnectthe Service, in whole or in part, at any time, in its sole discretion, with respect to one/allSubscribers without notice, for any reason which is found reasonable by Aircel,

including, but not limited to the following:

• Governments rules, regulations, orders, directions, notifications of Authority etc. including changes thereto prohibiting and/or suspending the rendering of such Services.

• Transmission limitations caused by topographical, geographical, atmospheric, hydrological and, or, mechanical conditions.

• During technical failure, modification, upgradation, or variation, relocation, repair and, or, maintenance of the network/equipments.

• To combat potential fraud, sabotage, willful destruction, etc.• If Services are used in any manner, which violates any law etc. or

adversely affects or intervenes in any manner, the rendering of Services by Aircel.

• Any discrepancy/incorrect particulars provided by the Subscribers in the Agreement.

• Breach of any term or conditions stated herein by the Subscriber.• Due to problems arising on account of interconnection between Aircel

and other telecom service providers.• Any other reason, which is found to be reasonable by Aircel warranting

suspension/disconnection.• The Subscriber may make request for disconnection and Aircel shall

terminate the Services as per the applicable directions of the Authority.

23


• FORCE MAJEURE– Aircel shall not be, directly or indirectly, responsible for the break or

disruption of Services on account of force majeure circumstances, such as riots, strike and lockouts either in the works and office of Aircel 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 Aircel, making it impossible to render the Services to the Subscriber. However, the Subscriber shall continue to pay all charges/Tariff as per the terms of this Agreement notwithstanding the force majeure conditions. It is understood by the Subscriber that provision of Services by Aircel is subject to certain external factors and agencies who are actively involved in providing the Services to the Subscriber and Aircel shall not be liable for the same.

• MISCELLANEOUS– Privacy of communication is subject to government regulation, terms of the




– Any dispute shall be subject to the jurisdiction of the courts in respective telecom circle to which the SIM/mobile number belongs.


– The National Do Not Call Registry (NDNC Registry) facility (as defined by Authority) will be activated within the timeline prescribed by Authority/Law upon receipt of request for such activation of NDNC from Subscriber.

24



DEAR PREPAID SUBSCRIBER – ARE YOU AWARE?

• Tariff plans with life time validity to be available during the current license period and also during the renewed license period.

• In all types of lifetime tariff plans, the service provider must inform the subscriber the month and year of expiry of the current license.

• Hike in any tariff item is prohibited in tariff plans with prescribed period of validity of more than 6 months including lifetime validity or unlimited validity involving upfront payment.

• Even if the talk time value has exhausted, the prepaid customers should get all services, which do not affect “talk time value”, like incoming calls/SMS etc during the entire validity period.

• Prepaid customer’s unused balance is to be carried forward if recharged during the grace period specified for the purpose.

• Prepaid customers can be charged for roaming, only if one chooses to make or receive a call while roaming and customers should be informed about this through SMS whenever one roams into another service area.

• Tariff plans with misleading titles are not permitted.• The service provider cannot increase tariff on any item within 6 months of enrolment in a tariff

plan.• The customer is free to move from one tariff plan to another without paying any fee for

migration.• No chargeable value added service shall be provided to a customer without his explicit

consent.• All communication/advertisements relating to premium rate services e.g. ring tones;

wallpaper, astrology, quiz etc. should have the pulse rate/tariff for the service.• Service Providers have appointed Nodal Officers in different service areas to deal with

complaints. Individual consumers can approach Consumer Redressal Forum for redressal of their grievances.

• Group of consumers can approach Telecom Disputes Settlement Appellate Tribunal (TDSAT) for adjudication of any disputes with the Service Providers.

• Where the charge is dependent upon duration, the recorded duration shall be measured: (a) Between +1 seconds and –1 second; or (b) Between +0.01% (1:10,000) to –0.02% (1:5,000) whichever is less stringent;

• Where the charge is dependent upon the time of day, the time of day shall be recorded to within ±1 second, traceable to an appropriate time reference;

• Where the charges are dependent upon the counting of occurrences of a particular type, the count shall be accurate to no more than plus 1/25,000 (0.004%) or minus 1/1,000 (0.1%).

25

Consumer Grievance Redressal Mechanism

We at Aircel are committed to serve our consumers by constant innovations and

creativity by adding value to their life.

As per TRAI’s Telecom Consumers Protection and Redressal of Grievances

Regulations, 2007 (3 of 2007), Aircel has established a three level Consumer

Grievance Redressal Mechanism to redress the grievances of our esteemed

consumers.

Call Centre (Level I):

Consumers can register their complaints / grievances at our call center by giving

details of their grievance. The call centre agent will try to resolve the grievance of

the consumer. In case the resolution is not provided, the call centre agent will

register the complaint and will provide a unique reference number to the consumer

along with the expected time of resolution. Further, the call centre agent will also

inform the consumer about the contact details of the Nodal Officer, if the consumer is

not satisfied with the resolution.

You may contact us at 121 for any query related to your account or Aircel services /

products and get information from our tollfree IVR.

In case you have any complaint related to Aircel or would like to give any Request for

activation or deactivation of service then you may call our 24 hour toll free number

198 from your local Aircel mobile.

Consumer Contact Points

You can also contact our Aircel Stores/ Outlets for any query or complaints:

OR Write to us through email or post . Details of email ids and address are given

above at page no.8

26

Level I Call Centre

• All Hiplines are available 24hours a day, 7days a week•Helpline number is toll free from local Aircel mobile for information through IVR. •Complaint no 198 is toll free from local Aircel mobile (KER)•121 agent transfer calls chargeable at 50ps/3mins (KER)

For resolution of your grievances and registration of complaints, you can contact us at our toll free consumer care/help line number 198 or through e mail or FAX, as mentioned in the table below.

Information on our products and services is available at our 121 toll free IVR from your local Aircel mobile.

27

S No. Service Area Name Helpline No.* Fax No. Care id

1 Andhra Pradesh 9700012345 040-44771155 [email protected]

2 Assam 9854012345 0361-2464605 [email protected] 3 Bihar & Jharkhand 9852012345 0612-2218008 [email protected]

4 Chennai 9841012345 044-25323131 [email protected]; [email protected]

5 Delhi 9716012345 011-26990095 [email protected] Himachal Pradesh 9857012345 0177-2626281 [email protected] 7 Jammu & Kashmir 9858012345 0191-2472462 care.j&[email protected] 8 Karnataka 9738012345 080-40927743 [email protected]

9 Kerala 9809012345 0484–4190208/ 0484-4190350 [email protected]

10 Kolkata 9804012345 033-23574236 [email protected] 11 Maharashtra 9762012345 020-41406699 [email protected] Mumbai 9768012345 022-42606070 [email protected] North East 9856012345 0364-2223596 [email protected] 14 Orissa 9853012345 0674-2303647 [email protected] 15 Tamil Nadu 9842012345 0422-2221661 [email protected] UP-East 9807012345 0522-4090195 [email protected] UP-West 9808012345 [email protected] West Bengal 9851012345 033-23574236 [email protected] 19 Haryana 9802012345 +91 171 2630234 [email protected]

20 Punjab 121 & 9803012345 0172-3921333 [email protected]

21 Gujrat 9722012345 079-40041177 [email protected] Rajasthan 9782012345 141-2700066 [email protected] Madhya Pradesh 121/9806012345 0755-4080128 [email protected]

In case a consumer is not satisfied with the redressal of his/her grievance by the call centre, such consumer may approach to the Nodal Officer of Aircel, by giving a letter in writing, or through telephone or through email.

Our Nodal Officers will: Register the grievance of the consumer; Provide a Unique Reference Number for each Registered grievance of consumer within three days from the receipt of grievance. Intimate the resolution timelines to the consumer, as mentioned hereunder.

Time for resolution Complaints where no parameter has been defined and related to disruption/ fault/ disconnection of service: 3 daysComplaints where no parameter has been defined: 10 days

Level II – Nodal Officer Process

28

*Timing: 10:00am to 06:00pm Monday to Friday on working days. Calls made to the Nodal Officers will be charged as per outgoing tariff applicable at your number.

The fax number for Nodal Officers is mentioned on Page no.26

Nodal Officer Contact Details

29

Sl No. Service Area Nodal Officer Contact Number Email id

1 Andhra Pradesh Lakshman Naidu 9700199209 [email protected]

2 Assam Monisha Dowerah 9854199209 [email protected]

3 Bihar & Jharkhand Rashmi Pandey 9852199209 [email protected]

4 Chennai Farhath Naz Ara 044-25324141 Extn: 7613 [email protected]

5 Delhi Moushumi De 9716199209 [email protected]

6 Himachal Pradesh Ajay Kumar 9857199209 [email protected]

7 Jammu & Kashmir Swati Jain 9858199209 nodalofficer.j&[email protected]

8 Karnataka Priya Kumar 9738199209 [email protected]

9 Kerala Kalpana Vasudevan 9809199209 [email protected]

10 Kolkata Smita Sen Pattanayak 9804199209 [email protected]

11 Maharashtra Bhakti Salve 9762199209 [email protected]

12 Mumbai Bhakti Salve 9768199209 [email protected]

13 North East Shanti Diengdoh 9856199209 [email protected]

14 Orissa Gopangana Mohapatra 9853199209 [email protected]

15 Tamil Nadu Sunitha K.B 9750999209 [email protected]

16 UP-East Manjit Kaushal 9807199209 [email protected]

17 UP-West Richa Singh 9808199209 [email protected]

18 West Bengal Smita Sen Pattanayak 9851199209 [email protected]

19 Haryana Sandeep Arora 9802199209 [email protected]

20 Punjab Satbir Sandhu 9803199209 [email protected]

21 Gujrat Payal Sinhadass 9722199209 [email protected]

22 Rajasthan Aradhna Sharma 9782199209 [email protected]

23 Madhya Pradesh Swati singh 9806099209 [email protected]

In case a consumer is not satisfied with the redressal of his grievance by the Nodal Officer or his/her complaint remains to be redressed or no reply is received within the period of 10 days from the date of registration of complaint, such consumer may, in writing, make an appeal to the respective Appellate Authority of Aircel in the prescribed format within three months from the expiry of the time limit specified for Nodal Officer.

Important Points: •consumer’s appeal must be made within 3 months of the expiry of time limit specified for the Nodal Officer.•consumer’s appeal must be submitted to the Appellate Authority in the duly prescribed form (in duplicate).•consumer must provide the Unique Reference Number as assigned by Aircel consumer care or Nodal Officer for reference.

The Appellate Authority shall:– On receipt of the Appeal allot a Unique Reference Number to the

consumer/appellant within 3 days.– Decide the Appeal within 3 months from the date of filing of

Appeal.

Level III Appellate Authority Process

30

Appellate Authority Contact Details

*Timing: 10:00am to 06:00pm Monday to Friday on working days. Calls made to the Appellate Authority will be charged as per outgoing tariff applicable at your number.

The fax number for Appellate Authority is mentioned on Page no.26

31

Sl No.

Service Area Appellate Authority

Contact Number Email id

1 Andhra Pradesh

Murthy Chaganthi 9700199010 [email protected]

2 Assam Dibyajyoti Khaund 9854199010 [email protected]

3 Bihar & Jharkhand

Mohammad Shamim

9852199010 [email protected]

4 Chennai IVJ Pradeep 04425324141 Extn: 7654

[email protected]

5 Delhi Anil Gupta 9716199010 [email protected] 6 HP Gurmeet Makkar 9857199010 [email protected]

7 Jammu & Kashmir

Gurmeet Makkar 9858199010 appellate.j&[email protected]

8 Karnataka Vijay Bahl 9738199010 [email protected]

9 Kerala Haroon S 9809199010 [email protected] 10 Kolkata Atanu Batabyal 9804099011 [email protected]

11 Maharashtra Madan Bajpai 9762199010 [email protected]

12 Mumbai Madan Bajpai 9768199010 [email protected] 13 North East Dibyajyoti Khaund 9856199010 [email protected]

14 Orissa Madhu Chhanda Nanda


15 Tamil Nadu IVJ Pradeep 04222220617 Extn: 1317

[email protected]

16 UPEast Arvind Singh Shekhawat


17 UPWest Ranjit Singh Sodhi 9808199010 [email protected] 18 West Bengal Atanu Batabyal 9851199011 [email protected] 19 Haryana Anil Gupta 9802199010 [email protected] Punjab Gurmeet Makkar 9803199010 [email protected] Gujrat Bikram Dash 9722199010 [email protected]

22 Rajasthan Harish Sharma 9782199010 [email protected]

23 Madhya Pradesh

Servesh Mathur 9806199010 [email protected]

1. Consumer Details: Name : Address :Telephone Number :Facsimile number: Email address: 2. Aircel Mobile Number for which appeal is filed:

3. Name of City /district of the origin of complaint:

4. Name of State/ Telecom Circle

5. Nature of Complaint (specify) ProvisioningActivationBillingFaultRepairService disruption Disconnection of serviceValue Added ServiceClosure Termination specify if any other _____________________________________________________.6. The Unique Reference 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 Reference 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 consumer/Appellant, if required)

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 consumer/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.

Page 1

Appeal under Regulation 11 of the Telecom Consumer Protection & Redressal of Grievances Regulations, 2007 to the Appellate Authority appointed by Aircel………. (consumer to mention the complete Address of the respective service area office)

32

Form for verification

I,_____________________________________________ (Full name in block letters),

the appellant, son/daughter of _____________________________

R/O……………………………………………………………………………………………………………………….

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 consumer/Appellant

(Name of appellant) ………………………..

(Specify if the appellant, whether a company/firm/society/ individual/ other )

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 the appeal in duplicate of this Form.

Aircel Appellate Form contd …

33

Quality Of Service Benchmark As laid down by TRAI in the Standards of Quality of Service of Basic Telephone

Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009 dated 20th March, 2009

S. No. Parameters Benchmarks

Billin

g Com

plain

ts

(I)a. Complaints per 100 bills issued – Postpaidb. Complaints per 100 consumers for metering, charging, credit and validity - Prepaid

≤ 0.1 %

(II) % of complaints resolved within 4 weeks 100%

(III)Period of applying credit / waiver / adjustment to consumer’s account from the date of resolution of complaints (quarterly)

Within 1 Week of resolution of complaint

Resp

onse Tim

e to consumer for assistance

(I) Accessibility to call Centre / customer Care (quarterly) ≥95%

(II) Percentage of calls answered by the operator (voice to voice) within 60 seconds (quarterly)

≥90%

Term

ination of Closure

(I) Termination / Closure of Services (quarterly) ≤7 days

(II) Time taken for Refund of deposits after closures (quarterly) – for 100% cases

Within 60 days

consu

mer p

erception

of service

(i) Customers satisfied with the provision of services ≥ 90%

(ii) Customers satisfied with the billing performance ≥ 95%

(iii) Customers satisfied with help services including Consumer Grievance Redressal ≥ 90%

(iv) Customers satisfied with network performance , reliability and availability ≥ 95%

(v) Customers satisfied with maintainability ≥ 95%

(vi) Customers satisfied with overall service quality ≥ 90%

(vii) Customer satisfaction with offered supplementary and value added services

≥ 90%

34

Important Information for Consumers

A) In case consumer wants to change the postpaid Tariff Plan, he/she shall submit duly signed Service Change Request Form at our Aircel Store. Tariff Plan change request received before 48 hours of the bill cycle will be executed only after bill generation.

B) No Migration fee is charged for Tariff / Plan change but Tariff Plan can be changed only once in a month for a Mobile Number.

C) You may visit our website www.aircel.com to know the model calculation of financial implication of our various postpaid Tariff Plans.

D) Tariff once launched by Aircel will be valid for a period of six months or such longer time as Aircel may decide at its sole discretion in terms of applicable law and regulation, except promotional tariff.

E) consumer may request for termination of service to Aircel and the services shall be terminated as per applicable Regulation / direction of TRAI in the following manner:

i. Within 24 hours of the receipt of a request for termination of service made in writing;

ii. Within 3 working days of the receipt of request for termination of service made through fax or through email id registered with Aircel;

iii. Within 7 working days of the receipt of a request for termination of service made through telephone call, SMS and email.

F) Refund of security deposit, if any, for providing cellular services will be made, within sixty days of Termination/Closure of mobile phone connection, or else the consumer will be eligible for simple interest @10% per annum.

G) To avoid unwanted telemarketing calls, register Aircel mobile number in National Do Not Call Registry (NDNC Registry) by calling at 1909 or by sending SMS “START DND” at 1909. DND facility shall become effective after 45 days from the date of Request as prescribed by TRAI. If you wish to deregister your number in NDNC Registry, you may send an SMS “STOP DND” at 1909.

H) In Prepaid, charges may be deducted from a Recharge Voucher as Processing Charge, Service Tax, Administrative Expense and Service related charges.

I ) In case consumer wishes to change the communication address, the consumer shall visit any of Aircel Stores along with a copy of the self attested valid Proof of Address and a Valid Proof of Identity (as approved by Deptt of Telecommunication) , and submit the same at our Aircel Store along with a Change Request Form provided by Aircel. consumer’s Address will be changed once the verification of identity and address is completed by Aircel.

J) To know more about consumer friendly regulations/directions, you may visit website of Telecom Regulatory Authority of India (TRAI) at www.trai.gov.in or can refer to the Telecom Consumer Protection & Redressal of Grievances Regulation, 2007 dated 4th May, 2007.

35

http://www.aircel.com/

http://www.trai.gov.in/

customer service manual (aircel) vol.2; january, 2009

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