Telecom Consumer Charter for Handling Consumer Complaints

Transcription

1 Telecom Consumer Charter for Handling Consumer Complaints Page 1 of 18

2 Table of Contents 1. NAME & ADDRESS OF THE SERVICE PROVIDER SERVICES OFFERED & COVERAGE GENERAL TERMS & CONDITIONS QUALITY OF SERVICE PARAMETERS AS PRESCRIBRED BY REGULATOR QUALITY OF SERVICE PROMISED DETAILS ABOUT EQUIPMENTS OFFERED RIGHT OF CONSUMERS DUTIES AND OBLIGATIONS OF IDEA GENERAL INFORMATION NUMBER AND CONSUMER CARE NUMBER COMPLAINT REDRESSAL MECHANISM DETAILS OF APPELLATE AUTHORITY PROCEDURE OF TERMINATION OF SERVICES OFFERED Annexure 1 - FORM FOR APPEAL TO APPELLATE AUTHORITY.17 Page 2 of 18

3 1. NAME & ADDRESS OF THE IDEA OFFICES Name: IDEA Cellular Limited Registered Office: Suman Tower, Plot No.18, Sector-11, Gandhi Nagar Andhra Pradesh Service Area, 3rd Floor, K.L.K. Estate, Fateh Maidan Road, Basheer Bagh, Hyderabad Gujarat Service Area 2nd Floor, Venus Atlantis 100 ft Road, Prahalad Nagar Ahmedabad, Gujarat - 15 Himachal Pradesh Service Area Keonthal Complex, Khalini, Shimla, H.P Kerala Service Area VJ Tower, Vyttila PO. Kochi Kerala Maharashtra & Goa Service Area Sharda Centre 11/1 Erandwane Off Karve Road Pune Uttar Pradesh (E) Service Area 10 Fortuna Towers Rana Pratap Marg Opp NBRI Lucknow Delhi Service Area A-68, Sec.-64 Noida , U.P. Haryana Service Area A-68, Sec.-64 Noida , U.P. Madhya Pradesh & Chattisgarh Service Area 139, 140 Electronic Complex, Paradheshipura, Indore Uttar Pradesh (W) Service Area!dea Cellular Limited A-68, Sector-64 NOIDA (U.P) Rajasthan Service Area 1-2, Jai Jawan Colony, Tonk Road, Jaipur Rajasthan Mumbai Service Area Windsor, 3 rd Floor, Kalina Santacruz (East) Near Mumbai University Mumbai Page 3 of 18

4 Bihar & Jharkhand Service Area Punjab Service Area 1st Floor (Above ICICI Bank) C 105, Industrial Area, Phase - VII Sumitra Sadan, Boring Road crossing Mohali, Punjab Patna Karnataka Service Area Orissa Service Area #75, Civil Station, Richmond Road Plot no 437, Ground Floor, Patia, Chandrasekharpur Bangalore Bhubaneswar , Orissa Tamil Nadu Service Area Jammu & Kashmir Service Area PSA Fort, Plot Number A1, A2 & B 3rd floor, Sunny square, Nehru Nagar Ist Main Road, Gangyal, Jammu Off Old Mahabalipuram Road, Perungudi, Chennai Kolkata Service Area West Bengal 7th Floor, Srijan Tech Park, 7th Floor, Srijan Tech Park, DN-52, Sector - V, DN-52, Sector - V, Salt Lake City, Kolkata, Salt Lake City, Kolkata, West Bengal West Bengal Assam Service Area F Fort, 5th Floor, Kachari Basti, Ulubari, GS Road, Guwahati Assam North East Service Area BM Tower, 2nd Floor Above Cheverolet Showroom Nongthymai, Lumsohphoh, Near Fire Brigade, Jowai Road Shillong , Meghalaya Page 4 of 18

5 2. SERVICES OFFERED & COVERAGE 2.1 Currently Idea Cellular provides services in broadly 2 types Prepaid Postpaid Broadband Services In select cities of Pune, Vishakapatnam, Hyderabad, Cochin, Ahmedabad only 2.2 Within Prepaid & Postpaid Categories, Idea Cellular provides following types of basic services Voice SMS Data Blackberry Other Value Added Services 2.3 Our services are available in the following Circles: Maharashtra & Goa Delhi Andhra Pradesh Gujarat Rajasthan Kerala Madhya Pradesh & Chattis Garh Haryana Uttar Pradesh (East) Uttar Pradesh (West) Himachal Pradesh Mumbai Bihar & Jharkhand Punjab Karnataka Orissa Tamil Nadu Jammu & Kashmir Kolkata West Bengal Assam & North East Further details are available on our website Page 5 of 18

6 3. GENERAL TERMS & CONDITIONS TERMS AND CONDITIONS PREPAID 1. reserves the exclusive right to change / alter / amend the tariff plan/s applicable on the Idea Pre-Paid card as per regulation, at its sole discretion with prior intimation to the customer. 2. Local, STD & ISD connectivity would be available on Idea Prepaid card. All STD/ISD calls would be charged respectively depending on the location of call origination & the applicable tariff. 3. Idea Prepaid card has an independent tariff plan and will have no bearing whatsoever with or on the tariff plans offered by ICL to its regular customer/s. 4. Idea Prepaid card does not carry any pre-loaded value and needs to be charged before use, with the help of recharge cards available in different denominations. 5. A valid Idea Prepaid account is defined as "an account which has not expired due to insufficient days or insufficient balance, whichever is earlier". 6. For all subsequent recharges after the initial charging, all Idea prepaid accounts can be recharged with recharge cards available in different denominations. 7. A grace period of 15 days will be given after the expiry of Idea Prepaid account. In the case of an invalid account due to exhausted balance or exhausted period the person will be unable to make or receive calls. The balance value if any, in such a case, will be available to the credit of the customer at the time of recharge of the Idea Prepaid account during the grace period. The balance value if any in the account at the end of the grace period will not be available to the credit of the customer. 8. Services to the SIM card will be discontinued if there is no usage, i.e. no Voice or Video OG or IC or an OG SMS or a Data upload or download or VAS usage for a continuous period of 90 days. 9. Customers under no usage for continuous period of 90 days & having balance more or equal to Rs. 20, Idea will debit Rs. 20 from customers account and extend the no usage period by 30 days under Automatic Number Retention Scheme (ANRS). The process will continue till the time customers account balance is more or equal to Rs. 20. If during this cycle, customer s account balance becomes less than Rs. 20 the number will be disconnected and customer will not be able to use the services, however customer can get the same number reactivated within 15 days of disconnection by paying reactivation charges of Rs. 20. The customer can use the services during the no usage period before disconnection and in such event the number will be out of no usage criteria. 10. The talk time values for Idea prepaid card are exclusive of processing fees and activation charges and other taxes as may be applicable from time to time. 11. Not all value-added services may be available with ICL on this Idea prepaid connection. ICL is entitled to change, vary, alter, amend, add to or withdraw any or all value added services and/or to vary the charges/prices of these services at its sole discretion and with notice. 12. ICL reserves the right to deactivate your number if it is not recharged within 60 days of grace. 13. In case of a lost/stolen/misplaced/damaged Idea prepaid card/recharge card the entire liability of the loss/stolen/misplaced/damaged Idea Prepaid card/recharge card will be that of the customer. No refund will be given on the available balance, if any, of the lost/stolen/misplaced/damaged Idea Prepaid/recharge card of the customer. 14. The customer must at all times ensure safekeeping of the Idea Prepaid card and original receipt of purchase, as these may be required from time to time under different circumstances during interface with ICL. 15. The mobile numbers and the Idea Prepaid SIM cards shall always be the sole & exclusive property of ICL at all times & the same shall be returned to ICL by the customer upon termination and /or deactivation and/or temporary suspension of the service under any circumstances. 16. The Idea Prepaid service is & will be available only within the coverage area of ICL (in the Circle) & tie ups with network operators in other circles. 17. ICL will & shall not be liable or responsible to refund back in case of any disruption of services for any reason whatsoever. Page 6 of 18

7 18. Threshold for low balance intimation is defined by Idea Cellular. Customer will be given intimation on reaching the threshold value. 19. Local/STD/ISD/National Roaming/Data Service/SMS will be activated by default on prepaid voice connection. 20. VAS services are offered to the customer at an additional per min/sms hit rate as may be prevailing at the time of usage of the service. 21. Calls to Customer Assistance at '12345' / (Only for Punjab Circle) will be charged at applicable rates. 22. If due to technical and/or non-technical reasons, service availability and reliability may be affected. ICL is entitled, without any liability, to refuse, limit, suspend, vary and/or interrupt service at any time at its discretion without any notice or any reason. 23. The provision of services is subject to Force Majeure circumstances. 24. ICL makes no express or implied warranties whatsoever regarding the service etc. and shall not be liable to the customer or to any other person (legal/natural) on the customer's behalf. The customer will be deemed to waive and continue to waive any/all claims for any loss, delays, cost, expenses, fees, judgments, damages, direct, incidental or consequential arising out of any mistakes, omissions, interruptions, delays, errors, defects or other failures with respect to ICL or the billing arrangements. 25. If as the result of a system failure, arising from the tampering of a handset and/or Idea prepaid there is any utilization of the Idea prepaid card in excess of the value of the talk time for which it has been issued or recharged by ICL, ICL shall be entitled to claim jointly or severally from the customer to whom the Idea prepaid card is issued and the owner of the handset from which such utilization is made, the entire amount of charges for the talk time which is in excess of the value of the Idea prepaid card. In arriving at such excess utilization the billing records generated by the ICL mobile network will be binding on the customer who shall accept the same and pay ICL accordingly. In addition to the above ICL shall be entitled also to disconnect the service to such customers immediately. 26. Privacy of communication is not guaranteed and is subject to Central/State Government regulations /directions / laws / bylaws and such other factors. 27. Any increase and/or levy of any taxes and duties etc. shall be applicable to the customer's account. 28. The customer shall comply with all directions/instructions issued by ICL relating to the network, the services and/or all matters connected therewith and provide ICL with any further information and co-operation as ICL may require from time to time. 29. ICL will not be liable for any act of commission or omission of any distributor / dealer / retailer / third party / supplier including any leasing company offering any privilege or benefits to the customers in lieu of. 30. The customer is not entitled & or authorized, to assign/transfer/resell/lease/rent or create any charge/ lien of any nature whatsoever on the Idea Prepaid card. 31. The customer shall not use or attempt to use the Idea Prepaid service for any unlawful, antisocial or abusive purposes or for sending obscene, indecent, threatening, harassing, unsolicited messages or messages affecting /infringing upon national or social interest nor create any damage or risk to ICL or its network of customers or any other persons. Customers are warned that if any person fraudulently uses so causes or allows use of the Idea Prepaid, he / she will be liable to be proceeded against criminally. 32. The cellular service will be made available to the customers by ICL subject to the terms and conditions of the license entered into between ICL and Department of Telecommunications. The customer shall strictly abide by the directions of the Government of India, the State Government, any Court of law or any statutory authority as applicable from time to time. 33. All Idea Prepaid card will be charged at an Airtime Granularity applicable as per tariff plan. 34. As of date the ICL Idea Prepaid Card can be used with all GSM 900 / 1800MHz mobile phones. However, the above in formation is for your convenience only and ICL will not be responsible in any way for the malfunction of any handsets. 35. Any dispute arising under these terms & conditions will be before the court/s having jurisdiction in the respective circle. Page 7 of 18

8 36. As per Government Instructions it is mandatory to submit all documents at the time of purchase with full personal details accompanied with Government issued Identity Card, Current Address and a photograph. The set of documents has to be deposited to the distributor at the time of purchase, ICL has the rights to suspend the services with prior notice to the customer if any failure is found in the same 37. Information on Prepaid tariff plan and products is also available on our website ICL reserves the right to bar your connection incase the documents submitted by you fail to comply with DoT guidelines. Also, any change in the address of customers has to be informed to ICL with the Xerox copy of new proof of address. 39. Any change in address has to be informed to Idea Cellular along with a copy of proof of address. 40. Benefit of free or discounted SMS will not be available to the subscriber on festive days. Subscribers can send an SMS to a short code to get the list of the dates. 41. Any Idea Prepaid card holder using the SIM for tele-marketing purpose has to register himself on website as per the TRAI guidelines. For any clarifications the customer can call our Customer Assistance or visit website Registration or Preference change in the NCPR (National Customer Preference Register) can be done through our website or by calling 1909 IVR (toll free) or by sending SMS Start <option> on 1909 (toll free) for preference based communication. The options are 0 For fully blocked category, 1 For Banking/Financial products/credit cards, 2 For Real Estate, 3 For education, 4 For Health, 5 For consumer goods & automobiles, 6 For Communication / Entertainment / Broadcasting / IT, 7 For Tourism and Leisure. Registration or change of preference shall be effective after 7 days from the date of request. 43. If the number is found to be used for promotional activity without registering with TRAI as tele-marketer, your number shall be disconnected along with other related number active & you shall not be issued any subscription for 2 years. 44. Customers, hereby confirms to agree to the rates and validity that have been informed to him/her by Idea Cellular Limited's channel partner (retailer/distributor/service Centers) at the time of purchase. 45. Information on Service Expiry date for respective circle is available in the local version of Application Form 46. There might be a hike in ISD tariff in case of fluctuation in foreign exchange rates. Page 8 of 18

9 TERMS AND CONDITIONS POSTPAID 1. DEFINITIONS a. Subscriber: means the User and / Or Customer who is named in the Application overleaf. b. Company: means c. Service: means cellular Voice Telephone Service using Wireless technology. d. SIM Card: means the Subscriber Identification Module Card, bearing a unique number used with the equipment to enable access to the service. e. Network: means IDEA Cellular Telecommunications System for providing services including cell sites, base stations, mobile switching center and conventional telephonic network. f. Package: means any scheme introduced by the company for providing service as a whole for a fixed or variable charge. 2. PROVISION OF SERVICES a. Services will be available to the customer within the range of the base stations, including the existing network, subject to the factors like acts of God, fires, strikes and embargoes, war, insurrection, riots and other causes beyond the control of the company including atmospheric/ topographical hindrances. In no event will the company be liable for direct or indirect, consequential or economic loss or damage, including loss of profits and loss of reputation / defamation, even if advised of the possibility thereof. b. The company may suspend whole or part of the services at any time without prior notice. If the network fails or requires modification or for reasons beyond the control of the company, the subscriber shall remain liable for the service charges during that period of suspension. c. The SIM Card & Mobile Number is and shall always remain the exclusive property of the company and be subject to the change at any point of time. If the SIM is lost, stolen, misplaced or damaged, the subscriber shall be responsible for payment of service charges & bills, till the card is deactivated. The company will replace the SIM Card only on written intimation as soon as is reasonably practicable but reserve the right to charge in doing so. d. The company will provide services, which shall run in concurrence with the License Agreement between the Department of Telecommunications, Govt. of India and the company subject to other terms & conditions therein. 3. CHARGES AND PAYMENTS a. The subscriber shall make the following payments. i. One time payments on commencement of services viz. Activation charges, Plan fee if applicable, Security and other interest free deposits as may be applicable. ii. Monthly charges including monthly access charges, Call charges, fees for selected call management services, late payment charges if applicable and any other charges as may be applicable as per the bill plan selected by the subscriber. iii. The company has introduced other rate plans and may introduce more rate plans. The company reserves the right to withdraw any such rate plan and/ or to revise the rates and charges applicable to such plans as per the TRAI guidelines, of plan opted & reserve the right to vary the bill cycles, with prior notice to the subscribers. b. The subscriber shall make the payments to the company as per bill plan selected subject to any change in its tariff plan structure. c. The company may adjust the deposit of the subscriber, if any, in full or partial for satisfaction of any Page 9 of 18

10 outstanding from the subscriber to the company. d. The subscriber shall pay the service charges as per the monthly billing statement on or before the due date mentioned in such statement, failing which the company shall charge interest on all outstanding sum as may be applicable as late payment charges. The company is also entitled to discontinue the services with prior intimation and/ or notice at its sole discretion, in addition to and without prejudice to any other remedies available. e. The subscriber shall be liable to pay interim bill payment in case the usage is exceed to the set credit limit. In event non-payment the company is also entitled to discontinue the service with prior intimation. A subscriber willing to enhance the current credit limit can do so by paying additional security deposit. (New addition) f. The subscriber shall be liable for all charges for the services provided to the subscriber, whether or not used by the subscriber. g. While roaming, all incoming & outgoing calls will be charged at composite charge that includes charges subject to the ceiling as specified by TRAI. h. Benefit of free or discounted SMS will not be available to the subscriber on pre-specified festive days; SMS charging on these dates would be at standard applicable rates. 4. TERMINATION a. The company may, at its sole discretion, terminate the service if the subscriber commits any breach of the terms & conditions contained herein. 5. GOVERNING LAW a. The terms and conditions contained herein shall be governed by the Laws of India and shall be subject to the exclusive jurisdiction of the Courts in respective circles. 6. CONFIDENTIALITY a. Both the company and the customer shall keep in confidence any information received by either of them irrespective of the business or the matters concerning the other and shall not disclose the same to any third party and except to any concerned authorities, provided however, the company shall be entitled to disclose the details of the customer's name, address, payment record and other information for procuring collection / credit information of the customer to any external agency such as collection agencies, physical (contact point) verification, credit rating agencies - Financial, Telecom or otherwise etc, or to any Govt. agencies etc. 7. GENERAL TERMS & CONDITIONS a. The subscriber shall only use those mobile telephone instruments, which are compatible with the Global System for Mobile Communication Standard. The company shall not be liable for interruption in service due to any problems or defects in mobile instruments. b. Written request for duplicable bill / call details shall be entertained for the past period up to 1 year from the date of the last bill as applicable charges. c. The company shall address all billing statements and any notices under the Application to the billing address given overleaf. The subscriber must inform the company in writing of any changes in this address. Any billing statement or notice from the company to the subscriber will be deemed served within 48 hours of posting. d. Any waiver, concession or extra time the company may allow to the subscriber is limited to the specific circumstances in which it was given. It does not affect the company s rights under this CAF in any other way. e. This Application is subject to the Indian Telegraph Act of 1885 and rules framed there under and any statutory modification or re-enactment for the time being in force and any Government regulation issue Page 10 of 18

11 8. OTHERS from time to time. f. In the event of any of these terms & conditions becoming invalid, illegal or un-enforceable in any respect under the law such invalidity, illegality or un-enforceability shall not in any, manner affect or impair other T&C but this application shall be construed as if such an invalid or illegal or unenforceable terms & conditions had never been contained herein. g. In the event of non -acceptance of the application of the subscriber either prior to or subsequent to within a short period of activation due to any reason whatsoever, refund of such initial payments (net of usage), if any, would be made to the business associate through whom the application has been forwarded unless a letter to the contrary is received from the subscriber through the business associate before such refund has been processed. Once processed, the discretion of the company in this regard is final and binding to the subscriber and no further correspondence to this effect would be entertained. h. The Terms and Conditions are the complete and exclusive statement of the agreement between the subscriber and the company. It supersedes all the understandings or other prior applications, whether oral or written, and all representations or other communications between the subscriber and the company. i. The details mentioned overleaf and the T&C above form this application. j. The details of alternate tariff packages and their tariffs would be available on request. k. Registration or Preference change in the NCPR (National Customer Preference Register) can be done through our website or by calling 1909 IVR (toll free) or by sending SMS Start <option> on 1909 (toll free) for preference based communication. The options are 0 For fully blocked category, 1 For Banking/Financial products/credit cards, 2 For Real Estate, 3 For education, 4 For Health, 5 For consumer goods & automobiles, 6 For Communication / Entertainment / Broadcasting / IT, 7 For Tourism and Leisure. Registration or change of preference shall be effective after 7 days from the date of request. l. If the number is found to be used for promotional activity without registering with TRAI as tele-marketer, your number shall be disconnected along with other related number active & you shall not be issued any subscription for 2 years. m. Information on Postpaid tariff plans and products is also available on our website n. Local/STD/National Roaming/Data Service/SMS will be activated by default on postpaid voice connection. o. The company shall raise periodic bills for the usage of cellular number and while the company shall make all reasonable efforts to deliver the same. It shall be consumer responsibility to find out the amount due & make timely payment. p. In case of no usage customer may opt for safe custody scheme at a nominal charge of Rs.50/month to retain the same number a. These Terms & Conditions are subject to change. b. Please visit our website for the updated Terms & condition c. There might be a hike in ISD tariff in case of fluctuation in foreign exchange rates. Page 11 of 18

12 4. QUALITY OF SERVICE BENCHMARK AS PRESCRIBED BY REGULATOR Sl. No. Name of Parameter Benchmarks Metering and billing credibility - Postpaid Metering and billing credibility Prepaid Resolution of billing/ charging complaints Period of applying credit/ waiver/ adjustment to customer s account from the date of resolution of complaints Accessibility of call centre/ customer care Percentage of calls answered by the operators (voice to voice) within 90 seconds Not more than 0.1% Not more than 0.1% >=98% with 4 weeks & 100% within 6 weeks Within 1 week of resolution of complaint 95% Averaged over a period One Billing Cycle One Quarter One Quarter One Quarter One Quarter >=95% One Quarter 7 Termination / closure of service 100% in 7 days One Quarter 8 Time taken for refund of deposits after closures 100% within 60 days One Quarter 5. QUALITY OF SERVICE PROMISED* * - Though Idea Cellular Ltd will strive to meet the prescribed benchmarks but due to technical/practical reasons it might vary which will be duly intimated to the regulator. 6. DETAILS ABOUT EQUIPMENTS OFFERED 6.1 We offer handsets to a limited extend in our bundled offers / PCO and netsetter / dongles for data usage, details of which can be seen on our website ( as these a frequent change in the offers / equipment s. 7. RIGHT OF CONSUMERS 7.1 To receive unique docket number for every complaint registered by them. 7.2 Consumers can move to Appellate Authority if s/he does not receive resolution from our Contact Center / Touch Points. 7.3 The details of Appellate Authority are to be provided to the consumer by the Contact Centre executive upon consumer request. 7.4 The consumer can terminate or disconnect our service at his/her convenience. The bills are checked, reconciliation is done and any amount, if due after adjusting the outstanding dues, is returned to the consumer from his/ her security deposit. This process takes a maximum of 60 days from the date of disconnection. Page 12 of 18

13 7.5 Consumer can terminate the services by sending a written request, Fax, , telephone call and SMS to us. The termination of service shall be subject to the return or recovery of the customer premise equipment, wherever applicable. 7.6 To help you restrict unwanted communication on your phone, we have implemented the Do Not Disturb process. You can get your number listed for this facility by calling us at 1909 or sending an SMS to 1909 with keywords START <Preference> List of Preferences: START 0 for Fully Blocked START 1 for receiving SMS relating to Banking/Insurance/Financial products/credit cards START 2 for receiving SMS relating to Real Estate START 3 for receiving SMS relating to Education START 4 for receiving SMS relating to Health START 5 for receiving SMS relating to Consumer goods and automobiles START 6 for receiving SMS relating to Communication/Broadcasting/Entertainment/Information Technology START 7 for receiving SMS relating to Tourism and Leisure 8. DUTIES AND OBLIGATIONS OF IDEA 8.1 We have a 2 stage complaint resolution management, i.e., Contact Center / Showrooms and Appellate Authority. 8.2 A unique docket number is allotted to every complaint made by the consumer. 8.3 Appellate authority will resolve the appeal within 39 days of receipt of the appeal 8.4 All plan details are placed on the website 8.5 A tariff plan once offered shall be available to a subscriber for a minimum period of 6 months (or for life time in case of life time validity) from the date of enrolment of the subscriber to that tariff plan 8.6 In case of Lifetime validity/unlimited validity we shall inform customers, the month and year of expiry of current License in promotional literature/advertisements 8.7 We shall give an advance notice of not less than 30 days to the Authority and Subscribers before terminating an existing tariff plan. 8.8 Customer will be informed on activation of a voucher about usage, account, VAS charges is as per Telecom Consumer Protection Regulation 2012 issued by TRAI. 8.9 MNP facility is available only within a given licensed service area You can make a porting request only after 90 days of the date of activation of your mobile connection. If your mobile number has already been ported once, the number can again be ported only after 90 days from the date of the previous porting If you desire to port out your mobile number, you should approach the Recipient operator (the operator to whom you want to port your number). You may be required to pay porting charge up to a maximum of `19/- to the Recipient Operator. You will need to obtain a Customer Acquisition Form (CAF) & Porting Form. You need a Unique Porting Code (UPC). To obtain UPC send SMS from the mobile number you want to port to the number 1900 with text PORT followed by space followed by your 10 digit mobile number you want to port. Page 13 of 18

14 It may be noted that you will receive an auto generated 8 digits UPC from the Donor operator. The UPC is valid for 15 days. 9. GENERAL INFORMATION NUMBER AND CONSUMER CARE NUMBER Sr. No Circle Consumer Care Number General Information Number 1 Andhra Pradesh 198 / / Assam 198 / / Bihar 198 / / Delhi 198 / / Gujarat 198 / / Haryana 198 / / Himachal Pradesh 198 / / Jammu & Kashmir 198 / / Karnataka 198 / / Kerala 198 / / / Kolkata 198 / / Madhya Pradesh 198 / / Maharashtra 198 / / Mumbai 198 / / NE 198 / / Orissa 198 / / Punjab 198 / / / / Rajasthan 198 / / Tamil Nadu 198 / / Uttar Pradesh (East) 198 / / Uttar Pradesh (West) 198 / / West Bengal 198 / / COMPLAINT REDRESSAL MECHANISM 10.1 The complaint of consumer is resolved by our customer care executive at the call center and outlets A unique docket number is provided to the consumer for all complaints If the complaint is not resolved or not resolved to your satisfaction, consumers can appeal to Appellate Authority through , facsimile, post, in person or call on the consumer care number (198-Toll free) within thirty days of closure of complaint. Appeal format is mentioned as Annexure 1 at the bottom of this document The name and contact information of Appellate Authority are mentioned in section 11 of this document Appellate authority will resolve & intimate the appellant within 39 days of receipt of the appeal Page 14 of 18

15 11. DETAILS OF APPELLATE AUTHORITY Appellate Authority Address Contact Details id Andhra Pradesh Mr. Meghnad Mungale Gujarat Mr. Ashish Jain Maharashtra Mr. Devendra Shrivastva Delhi Mr. Amit Dimri UP East Mr. Vinay Saxena UP West Mr. Rajiv Bhandari Rajasthan Mr. Anupam Joshi Haryana Mr. Neeraj Gupta Himachal Pradesh Mr. Naresh Bhatia Madhya Pradesh Mr. Sanjay Goel Kerala Ms. Shanthi Sharma Mumbai Mr. Milind Manjrekar, 3rd Floor, K.L.K. Estate, Fateh Maidan Road, Basheer Bagh, Hyderabad IDEA Cellular Limited, 2nd Floor, Venus Atlantis, 100 ft Road, Prahalad Nagar, Ahmedabad, Gujarat - 15,11/1, Sharada Centre, Erandwane,off Karve Road, Pune IDEA Cellular Limited, A-68, Sector 64, Noida Idea Telecommunications, Limited, Fortuna Towers,10, Rana Pratap Marg, Lucknow, U.P IDEA Cellular Limited, A-68, Sector 64, Noida , 1-2, Jai Jawan Colony, Tonk Road, Jaipur, Rajasthan IDEA Cellular Limited, A-68, Sector 64, Noida IDEA Cellular Limited, Keonthal Complex, Khalini, Shimla (HP) IDEA Cellular Limited, Electronic complex, Paradheshipura, Indore - MP IDEA Cellular Limited, VJ Tower, Vyttila PO, Kochi, Kerala IDEA Cellular Limited Windsor, 3rd Floor, Kalina Santacruz (East), Kalina, Mumbai Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: Fax No: appellate.ap@idea.aditya birla.com appellate.gujarat@ idea.adityabirla.com appellate.mh@idea.aditya birla.com appellate.delhi@idea.adity abirla.com appellate.upeast@idea.ad ityabirla.com appellate.upw@idea.adity abirla.com appellate.raj@idea.aditya birla.com appellate.har@idea.aditya birla.com appellate.hp@idea.aditya birla.com appellate.mp@idea.aditya birla.com appellate.kerala@idea.adi tyabirla.com appellate.mumbai@idea.a dityabirla.com Bihar & Jharkhand Mr. Amit Agrawal 1st Floor (Above ICICI Bank), Sumitra Sadan, Boring Road crossing, Patna Fax No: appellate.bj@idea.adityab irla.com Page 15 of 18

16 Punjab Mr. Naresh Bhatia Karnataka C 105, Industrial Area, Phase VII Mohali, Punjab Fax No: appellate.pun@idea.adity abirla.com Mr. Sunny Thomas Orissa #75, Civil Station, Richmond Road Bangalore Fax No: appellate.kar@idea.aditya birla.com Mr. Syed Mushtaq Tamil Nadu Plot no 437, Ground Floor, Patia, Chandrasekharpur, Bhubaneswar , Orissa Fax No: appellate.orissa@idea.adi tyabirla.com Mr. Ajith Menon Jammu & Kashmir PSA Fort, Plot Number A1, A2&B Nehru Nagar Ist Main Road, Off Old Mahabalipuram Road, Perungudi, Chennai Fax No: appellate.tn@idea.adityab irla.com Mr. Naresh Bhatia Kolkata Idea Cellular ltd. 3rd floor, Sunny square, Gangyal, Jammu Fax No: appellate.jk@idea.adityab irla.com Mr. Saurabh Srivastav West Bengal 7th Floor, Srijan Tech Park, DN-52, Sector -V, Salt Lake City, Kolkata, West Bengal Fax No: appellate.kolk@idea.adity abirla.com Mr. Saurabh Srivastav Assam 7th Floor, Srijan Tech Park, DN-52, Sector -V, Salt Lake City, Kolkata, West Bengal Fax No: appellate.wb@idea.aditya birla.com Mr. Ratan kumar Pandey F Fort, 5th Floor, Kachari Basti, Ulubari, GS Road, Guwahati , Assam Fax No: appellate.assam@idea.ad ityabirla.com North East Mr. Ratan Kumar Pandey BM Tower, 2nd Floor, Above Cheverolet Showroom, Nongthymai, Lumsohphoh, Near Fire Brigade, Jowai Road, Shillong , Meghalaya Fax No: appellate.ne@idea.aditya birla.com 12. PROCEDURE OF TERMINATION OF SERVICES OFFERED 12.1 The consumer can terminate or disconnect our service at his/her convenience. The bills are checked, reconciliation is done and any amount, if due after adjusting the outstanding dues, is returned to the consumer from his/ her security deposit. This process takes a maximum of 60 days from the date of disconnection For deactivation of any Value Added Services (VAS) consumers can call (Common VAS Deactivation Portal) or send SMS STOP to Annexure 1 Page 16 of 18

17 FORM FOR APPEAL TO APPELLATE AUTHORITY (See regulation 9 of the of Telecom Consumers Complaint Redressal Regulations, 2012) Appeal under regulation 9 of the Telecom Consumers Complaint Redressal Regulations, 2012 to the appellate authority appointed by. 1. The Name, Address, Telephone Number, Facsimile number and the address of the Appellant. 2. Telephone Number or Cellular Mobile Telephone Number or Broadband Connection Identity, as the case may be, for which appeal is filed 3. The name of the city /district of the origin of complaint 4. The name of the State or licensed service area, as the case may be, of the origin of complaint 5. Nature of Complaint (specify, whether complaint relates to Provisioning / Activation / Billing / Fault-Repair / Service disruption / disconnection of service / Value Added Service / Closure / Termination or specify if any other). 6. The docket number allotted by the Call Centre at the time of lodging complaint under clause (a) of sub-regulation (1) of regulation 4 and date of lodging the complaint with the Call Centre. 7. Statement of Facts relating to grievance or appeal: (attach separate sheet signed by Appellant if required) 8. 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 Appellant if required). 9. A statement to the effect that same subject matter or issue, for which an appeal has been filed under these regulations, 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. 10. Details of any other relevant material or document. 11. 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. Form for verification Page 17 of 18

18 I, (name in full and in block letters), the appellant, son/daughter of 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 appellant. Name of appellant (Specify status of the appellant, whether a company/firm/society/ individual/ others....) 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 in duplicate the appeal in this Form. Page 18 of 18