Tata Tele to pay back for below-par service

Tata Teleservices on Wednesday March 03, 2010 said 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 others to follow suite. 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 Jamsedji Nusserwanji Tata.

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 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 charter includes five customer commitments:

• Bill dispute commitment,
• Call-drop commitment,
• Handset replacement commitment,
• VAS (value added-services) commitment and
• 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 Rs 25 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. The service will be immediately available to Tata Indicom customers across all 20 telecom circles.

Source: The Times of India, New Delhi (March 03, 2010)