Tata Teleservices (TTSL) has come up with a industry-first, ‘Customr Service Charter’ initiative wherein the company guarantees pre-determined levels of service and support and which also includes a compensation clause to pay back subscribers if they  do not feel that the set levels have been met.

The offer presently is available only to TTSL’s CDMA subscribers under the Tata Indicom brand.

TTSL says that it aims to differentiate itself from competitors in terms of customer service.

The Charter includes five salient propositions identified by TTSL namely The Bill Dispute Commitment, The Call Drop Commitment, The Handset Replacement Commitment, The VAS Commitment and The Call-Back Commitment.

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.”

“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,” Mr Pankaj Sethi, President, Corporate Services, Tata Teleservices Limited, said.

The salient features of the Charter are:

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.