TTSL Intros Customer Service Charter for Tata Indicom

Tata Teleservices Limited, India’s fastest-growing pan-India dual-technology telecom service provider, has announced a path-breaking ‘Customer Service Charter’ for Tata Indicom CDMA Mobile service customers, under which the company guarantees pre-determined levels of service and support—and includes ‘Compensation Clauses’ to pay back customers if the set service levels are not met.

This initiative commemorates the 171st birth anniversary of Tata Group Founder, Sir Jamsetji Nusserwanji Tata, a visionary who sowed the seeds of industrialization in India —and will be immediately available to Tata Indicom customers across all 20 telecom Circles that the company operates in.

The Customer Service Charter includes five customer commitments, namely

  • The Bill Dispute Commitment, The Call Drop Commitment, The Handset Replacement Commitment, The VAS Commitment and The Call-Back Commitment.
  • The Bill Dispute Commitment offers resolution of every bill dispute within three working days, failing which TTSL will compensate its customers with Rs 25 for every additional day taken to resolve the complaint;
  • The Call Drop Commitment promises call drops less than the 1.5 per cent of total calls made in a month, failing which the company will refund 2.5% of the customer’s last billed amount;
  • The Handset Replacement Commitment ensures that loaner handsets will be issued to customers in case the handset cannot be repaired over the counter at TTSL’s I-Care Centre;
  • The VAS Commitment offers free trial of any chosen Value-Added Service, before buying the product; and
  • The Call-Back Commitment promises that call centers will be accessible to customers 24 hours a day, seven days a week and that calls will be answered within 90 seconds, failing which the company will call the customer back within two hours.

The Customer Service Charter, a first-of-its-kind endeavor in the Indian telecom industry, is aimed at ensuring that customer service emerges as a key differentiator for telecom operators.

Paying a tribute to the Tata Group Founder at the launch of the Customer Service Charter, Mr Anil Sardana , Managing Director of Tata Teleservices Limited, said, “On the occasion of our Group’s Founder Day, we pledge to give every customer his rightful due. Sir JN Tata was a visionary who dared to think beyond his time, and his dynamic legacy still inspires us to pursue the highest standards of excellence in every endeavor. The introduction of this Customer Service Charter, therefore, is a matter of immense pride for us, and a tremendous responsibility for us to shoulder—as we will be putting our very business behind our commitment to our customers.”

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23 Comments on "TTSL Intros Customer Service Charter for Tata Indicom"


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Rajesh Shetty
April 29, 2011 4:41 pm 4:41 PM
One of the most horrible frustrating customer service that can ever be provided. I have been tortured for last 2 months by Tata Indicom customer service for no fault of mine. I had requested for a plan change of 950 unlimited which was informed that it is being done later i rec bill of RS 3500 i pay it and file complaint i get written email that Tata Indicom will waive the difference hence again i rec a bill od RS 5500 now i say i wont pay till its resolved many people called but with no avail and before… Read more »
Tata teleservices limited
May 28, 2010 11:16 am 11:16 AM

Dear Customer,

Greetings from Tata Indicom!

As per your complaint vide docket number 221300929 our team spoke to you and confirmed that the issue has been now resolved.

We are thankful to you for your valuable feedback. We value the relationship built with you and trust that one odd, unfortunate incident will not come in the way of this association. May we reiterate that we share your anguish and have taken adequate action to ensure the non-occurrence of the same in future.

Should you require any further assistance please mail us at [email protected].

Thanks and Regards

Customer Care

Tata Indicom.

May 23, 2010 1:11 am 1:11 AM
Dear Mr.Ratan Tata, This complaint is regarding my Tata Photon + Device,my Tata Number is 09223744106. For the past two weeks I am facing problems of non connection due to Device and Service Problems. Last week I got my device changed from your centre but again it has stopped working.And again the service sentre tells me it will take more then a week to resolve the problem.Please note that we as customers of Tata Photon are business users and use Internet to complete our daily work.One single day of loss due to non connection amounts to several hundreds of rupees.… Read more »