Tata Indicom to compensate users if service standards are not met

The Customer Service Charter for Tata Indicom guarantees pre-determined levels of service and support and includes compensation clauses to pay back customers if the set service levels are not met

Telecommunications service provider Tata Teleservices Ltd (TTSL) on Wednesday said that it would compensate its subscribers if the company fails to meet the pre-determined levels of service standards, a move that would help retain customers and force competitors to respond.

The Customer Service Charter for Tata Indicom, the company said "guarantees pre-determined levels of service and support and includes compensation clauses to pay back customers if the set service levels are not met."

The initiative was announced to commemorate the 171st birth anniversary of Tata Group founder Sir Jamsetji Nusserwanji Tata, a visionary who sowed the seeds of industrialisation in India, it said in a release.

TTSL offers wide-ranging telecom services, including mobile (both GSM and CDMA based), landline and broadband services across the nation and is the fifth largest operator in the country with over 60 million mobile subscribers.

The service will be immediately available to Tata Indicom customers across all 20 telecom circles where the company operates.

Commenting on the new initiative, Anil Sardana, managing director of TTSL, said, "On the occasion of our group's founder's day, we pledge to give every customer his rightful due."

TTSL was the first operator to start per second pulse in mobile services and had set the trend for others.

The company's new initiative would also help it retain its subscribers after the Mobile Number Portability (MNP) is implemented, a service that enables users to change operators while retaining the number.

According to sources, at least 15%-20% of the subscribers with each operator are likely to make use of MNP once it becomes available.

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, TTSL said.

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 fulfil customer commitments—five salient propositions have been identified by TTSL to begin with, and compensation clauses have been built in, wherein the company will pay back customers if pre-set service levels on the chosen parameters are not met.

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-cack 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. Similarly, other commitments also carry compensation in case the services are not the same as guaranteed.




7 years ago

i am tailented man


7 years ago

A welcome step Mr Sardana. However I wish you would look into the performance of your Delhi operations with specific reference to customer care a little closer. The level of unprofessionalism is unbelievable. Only yesterday I have posted a 18 page complaint letter to your Mumbai office with all the details....do hope you get it....let us see how genuine the customer service charter launched by TTSL truly is....maybe Delhi would be the right place to begin the overhaul process....thanking you in anticipation

syed ezaz ali

7 years ago

i requires some tata docomo process for my centre, it is my humble request so we can see business bith you

Huge demand expected for capital, maintenance dredging

The use of larger vessels, construction of new ports, an increased focus on coastal shipping, inland transportation and government support are likely to drive demand for both capital and maintenance dredging

The Indian government's plan of constructing new ports and expanding existing ones to support an expected increase in traffic is likely to create a huge demand for capital and maintenance dredging in the country, a top government official has said.

"The use of larger vessels, construction of new ports, an increased focus on coastal shipping, inland transportation and government support are likely to drive the demand for both capital and maintenance dredging," Union shipping ministry's secretary, K Mohandas, told PTI on the sidelines of the SMP World Expo 2010, held in Mumbai on Wednesday.

Citing a report from the National Maritime Development Programme (NMDP), out of the total port development expenditure of Rs55,800 crore, the expenditure earmarked for the dredging of all major Indian ports by FY12 is estimated at Rs6,300 crore, he said.

Moreover, as the country is expected to become a trade hub going forward, an effective port infrastructure is likely to play a vital role in determining the volume of export-import trade, he said. "With India expected to emerge as a global trade hub over the next few years, an effective port infrastructure is vital to scale up the country's trade development," Mr Mohandas added.

The government's Sethusamudram Ship Channel project and its plan to develop coastal shipping and Inland Water Transport (IWT) are expected to open avenues for dredging in the country, he added.



Cdr GVK Unnithan

7 years ago

The Sethu Canal had been dug up to 10.7 m they claim. This started in 2005 and likely to complte by 2011, if all goes well. The canal is not being used in between. In 2011, the canal will be due for maintenance dredging as the depth would have been 5 or 6 meters. This depth is more or less available now in Pamban bridge, if you want coastal shipping to improve. Then why are we digging the environmentally sensitive Sethu? No major international shipping is going to use the canal, even if it is completed. It could only be a canal worth dredging year after year, for the sake of dredging as it will never be economically viable!

Shibaji Dash

7 years ago

Eminent experts also are prone to tubular view. The Rakesh Mohan Committee on Infrastructure omitted to include inland water transport . May be, the members of the Committee had no exposure to the cargo boats in the canals that were dug by kings in the days of yore and, were unaware of the advantages of inland water transport. It needs little fossil fuel ;pollution free ; employment generating in the hinterlands.( read villages ) An opportunity later came when Rakesh ji chaired the Shipping Committee in 2001. But it was missed again. Time has come to amend.

Rollback of fuel price hike seems remote

The government has taken all the allies on board over the issue and explained to them that the decision to hike fuel prices was taken with an eye on achieving GDP growth and to minimise fiscal deficit

A rollback of the fuel price hike appears remote with the Indian government on Wednesday telling its allies as well as members of the ruling Congress that any reduction would stymie its plans for higher economic growth and lowering fiscal deficit, reports PTI.

In separate meetings with members of parliament (MPs) from the Congress, leaders of United Progressive Alliance (UPA) allies like Trinamool Congress (TMC), Dravida Munnettra Kazhagam (DMK), Nationalist Congress Party (NCP) and Indian Union Muslim League (IUML), finance minister Pranab Mukherjee explained the rationale behind the government's move.

Two of these allies DMK and TMC had earlier resented the government's decision to hike fuel prices but had later piped down their opposition while NCP openly supported the government over the issue.

Mr Mukherjee is learnt to have told the allies that there was nothing in this decision as the government only withdrew (partially) the reduction given in excise duty earlier.

"It was a short meeting. The government explained to them (allies) the rationale behind the decision," parliamentary affairs minister Pawan Kumar Bansal said.

Sources in the government, meanwhile, said that the government has taken all the allies on board over the issue and explained to them that the decision to this effect was taken with an eye on achieving gross domestic product (GDP) growth and to minimise fiscal deficit.

Meanwhile, TMC chief whip Sudip Bandopadhyaye, who attended the meeting, said, "We expressed our observations on the issue. It is now up to prime minister Manmohan Singh to take a final decision. We will accept (the decision). In no circumstances (do) we want to undermine the existence of the UPA."

Sources said Mr Mukherjee in his meeting with Congress MPs told them that steps like the fuel price hike were inevitable if resources are to be mopped up for increased expenditure in the social sector without imposing any new taxes.

Mr Mukherjee is learnt to have told them that since no new taxes have been imposed in the Budget and the government is expecting a GDP growth of 8.5% from 7.2% in the outgoing financial year, some steps were required.

He also gave them a comparative chart of the fuel price hike done under the UPA and the National Democratic Alliance (NDA) respectively in which he explained that the rise in prices of petroleum products was far less during the UPA rule as compared to that of the NDA, which increased prices 33 times.

Mr Mukherjee also allayed apprehensions of any sharp rise in prices of foodgrains and essential commodities due to the fuel price hike telling the allies that the yield in Punjab was good this year and it would help lower prices.

Talking to reporters outside Parliament House, Union minister Ambika Soni, who also attended the meeting, said, "You have to create growth and for growth creation you need to pump in money.”

Another party MP Jagdambika Pal stressed the need for economic reforms to achieve high GDP growth and said, "We will tolerate this burden and price rise will also not be allowed to hit people."

The Congress Core Group had grappled with the issue last night and had apparently decided to back prime minister Manmohan Singh, who has indicated that a rollback would not be possible. Party president Sonia Gandhi is expected to explain the party's position on the issue of rollback when she addresses a Congress Parliamentary Party (CPP) meeting tomorrow.



Shadi Katyal

7 years ago

Why would any party ask for role back while the citizens have3 enjoyed subsidy for almost all the fuels.
Does the BJP and other parties know hat the oil price is on world Market. when this fiasco started the price was round $73-75 but today price is $81 and it may even go higher.
Are we not burdened under the taxes and how long can a nation survive on such populism?

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