The company offers ‘compensation’ for service deficiencies

• Path-breaking initiative launched by company on the 171^st birth anniversary of Tata group founder, Jamsetji Nusserwanji Tata
• Industry-first endeavour to see customer service stand out as a key differentiator
• Five identified customer service commitments will carry ‘compensation clauses’

New Delhi: Tata Teleservices (TTSL), India’s fastest-growing, pan-India, dual-technology telecom service provider, has announced a path-breaking ‘Customer Service Charter’ for Tata Indicom 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 171^st birth anniversary of Tata group founder, Jamsetji Nusserwanji Tata, a visionary who sowed the seeds of industrialisation 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, a first-of-its-kind endeavour in the Indian telecom industry, is aimed at ensuring that customer service emerges as a key differentiator for telecom operators. The charter focuses on several identified aspects of customer interaction, with the larger objective of creating world-class service standards and benchmarks. The charter will fulfill customer commitments — five salient propositions have been identified by Tata Teleservices to begin with — and compensation clauses have been built in, wherein the company will pay back customers if preset service levels on the chosen parameters are not met.

Paying tribute to the Tata group founder at the launch of the Customer Service Charter, Anil Sardana, managing director, Tata Teleservices, said, “On the occasion of our group’s Founder's Day, we pledge to give every customer his rightful due. Jamsetji 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 endeavour. 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.”

“The charter is a reaffirmation of TTSL’s commitment to the person who makes the biggest difference to our lives — the Customer. At the Tata group, we strongly believe that it is our solemn duty to do everything within our competency to give customers a quality network experience and state-of-art service and support. This charter, the first-ever in the history of Indian telecoms, has been conceived to achieve these objectives with a promise to compensate customers if we don’t live up to our commitments,” Pankaj Sethi, president, corporate services, Tata Teleservices, said.

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 Rs25 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 per cent 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.
• The Call-Back Commitment promises that call centres 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.