Tata Teleservices will compensate subscribers if the company fails to meet service standards. The company on Wednesday announced a Customer Service Charter, under which it guarantees pre-determined levels of service and a “compensation clause” if the standards are not met.
Tata Teleservices has 63 million (6.3 crore) mobile subscribers, of which more than 66 per cent are on CDMA network.
The call drop commitment, for example, promises call drops less than 1.5 per cent of total calls per month. If it fails to meet this standard, it will refund 2.5 per cent of the customer’s last billed amount. If a customer’s bill in the previous month was Rs 200, he will get back Rs 5.
“Our switches can easily identify call drops. Therefore, it can be easily calculated,” the official spokesperson of TTSL said.
However, this means that a subscriber will have to depend on data provided by the operator for verification of call drops.
Similarly, the bill dispute commitment offers resolution of every bill dispute within three working days, failing which, the company will compensate its customers with Rs 25 for every additional day taken to resolve the complaint.
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 Charter is a reaffirmation of TTSL’s commitment to the person who makes the biggest difference to our lives — the customer. The Charter has been conceived to achieve these objectives with a promise to compensate customers if we don’t live up to commitments,” said Pankaj Sethi, president, corporate services, Tata Tele.