Tata Sky DTH – Manual of Practice
Tata Sky Manual of Practice for Direct to Home Subscribers
- Details of call centres:
Tata Sky helpline
|From MTNL/BSNL lines:
||1860 425 6633
|From other lines:
||Western India: 020 6600 6633
Northern India: 0172 6600 6633
Southern & Eastern India: 040 6600 6633
Delhi: 011 6000 6633
Mumbai: 022 6000 6633
Kolkatta: 033 6000 6633
Chennai: 044 6000 6633
Bangalore: 080 6000 6633
Tata Sky subscribers can also contact Tata Sky via email at: firstname.lastname@example.org
- Procedure and benchmarks for redressal of complaints through the call centres.
Procedure- Tata Sky subscriber (“Subscriber”) should call the Tata Sky 24x7 helpline to lodge complaint with the call centre. Tata Sky associates are trained to answer Subscriber queries in 13 languages. On receipt of the Subscriber call, the associate shall register the Subscriber’s complaint and issue a docket number to the Subscriber.
Benchmark- In case of complaints relating to non- receipt of all signals (other than those caused by disturbances of weather or natural calamities) by Subscriber, at least ninety per cent of all such complaints shall be redressed and signals restored within a period of twenty-four hours of the receipt of complaint;
In case of complaints (other than non receipt of signals) by Subscriber, at least ninety per cent of all such complaints shall be redressed within a period of forty-eight hours of the receipt of complaint.
All other complaints shall be addressed as early as possible.
- Instructions regarding operations of direct to home customer premises equipments:
For detailed instructions regarding the operations of the DTH customer premises equipments, please refer the Tata Sky User Guide.
- Rights conferred upon the direct to home subscribers and duties and obligations of Tata Sky under the TRAI quality of service regulations. R.3 Obligation of every direct to home operator to give direct to home service.
Every direct to home operator shall, on fulfillment of the requisite requirements for providing direct to home service, provide, on non-discriminatory basis, the direct to home service to every person making request for the same, subject to technical and operational feasibility.
R.5 Procedure for direct to home service connection, disconnection or shifting.
- Any person seeking connection, disconnection or shifting of direct to home service connection may make an application in duplicate to the direct to home operator in such format as may be specified by the direct to home operator and such application shall be provided to such person by the direct to home operator:
- The format of application referred to in sub-regulation (1) shall contain among other things the following information, namely:-
(i) name, address and telephone number of the applicant;
(ii) details of schemes for provision of Direct to Home Customer Premises Equipment;
(iii) details of subscription package indicating therein, among others, the number and names of all the channels and value added services, if any;
(iv) details of documents to be furnished;
(v) details of terms and conditions of payment.
- Every direct to home operator shall, on receipt of an application in duplicate for connection of direct to home service, made by any person complete in all respects, give a unique customer identification number and provide a copy of the Manual at the time of his subscription for direct to home service.
- All information furnished by the applicant shall be kept confidential.
- Every direct to home operator shall,----.
(a) evolve procedures for handling requests for shift in the place of installation of the direct to home service, transfer the said service from one direct to home subscriber to another, dis-connection or re-connection of the direct to home service;
(b) specify the maximum time limit within which the request referred to in clause (a) above, be fulfilled and such time limit, subject to technical feasibility, in no case shall exceed five working days from the date of making of such request.
R. 15 Time limit for redressal of grievance of the direct to home subscriber by Call Centres.
- Every direct to home operator shall take necessary steps to address all requests or queries or redress all complaints by the direct to home subscriber as early as possible:
(a) in case of complaints relating to non- receipt of all signals (other than those caused by disturbances of weather or natural calamities) by direct to home subscriber , at least ninety per cent of all such complaints shall be redressed and signals restored within a period of twenty-four hours of the receipt of complaint;
(b) in case of complaints (other than non receipt of signals) by direct to home subscriber, at least ninety per cent of all such complaints shall be redressed within a period of forty-eight hours of the receipt of complaint.
- No complaint referred to in clauses (a) and (b) of proviso to sub-regulation (1) shall remain unresolved beyond five days.
Provided further that the requests or complaints which ---
(a) relate to the remote or hilly tracts or hilly areas or distant rural areas; or
(b) are caused by disturbances of weather,
may be addressed or redressed as early as may be feasible
- In case a direct to home operator fails to redress the complaint within the period specified in sub-regulation (2), it shall, without prejudice to any other right conferred upon the direct to home subscribers under any law for the time being in force, give proportionate rebate to the direct to home subscriber for the period during which such complaints had not been redressed and such period shall be reckoned from the date of expiry of five days, referred to in sub-regulation (2)
Provided that the time limit specified in clause (a) or clause (b) of the proviso to sub-regulation (1) or the rebate specified in sub-regulation (3) shall not apply in a case in which the Direct to Home Customer Premises Equipment had been found tampered with or damaged by the direct to home subscriber or stolen, as the case may be.
Provided further that in case a direct to home operator finds, at the time of redressal of complaint of a direct to home subscriber that the Direct to Home Customer Premises Equipment installed at his premises had been found tampered with or damaged by the direct to home subscriber, the direct to home operator shall within five days of making of the complaint by such subscriber intimate the same in writing to the direct to home subscriber.
- Every complaint relating to billing of direct to home service shall be redressed within seven days of receiving such complaint from the direct to home subscriber and refunds, if any, due to him, shall be made to such subscriber within thirty days of making of such complaint by him.
R.17 Redressal of Grievances of direct to home Subscribers by Nodal Officers.
In case a direct to home subscriber is not satisfied with the redressal of his grievance by the Call Centre, such subscriber may approach, by a letter in writing, or through telephone, or web based online filing of complaints or through short message service or through other electronic means or any other means, the Nodal Officer of the direct to home operator for redressal of his grievance:
Provided that a direct to home subscriber may, in emergent situation, approach at the first instance a Nodal Officer instead of a Call Centre and the Nodal Officer shall redress the grievance.
R. 18 Handling of grievances of direct to home subscriber by Nodal Officers.
Every Nodal Officer shall, ----
(a) be accessible to the direct to home subscribers at the address publicised, as required by regulation 16;
(b) register every complaint lodged by the direct to home subscriber;
(c) issue an acknowledgement to the concerned direct to home subscriber within three days from date of the receipt of the complaint indicating therein the unique complaint number;
(d) intimate, within the time limit specified in regulation 19, the decision taken in respect of such complaint, to the direct to home subscriber, immediately after taking the remedial measure for redressal of the grievance.
R. 19 Time limit for redressal of complaints by Nodal Officer.
The Nodal Officer shall resolve or redress the complaints of the direct to home subscriber within ten days of the registration of the complaint under regulation 18
Please refer to the Quality of Service (QoS) norms/regulations prescribed by TRAI and the subsequent changes that may be made in this respect from time to time.
For a copy of the regulations, click here
- Details of nodal officers:
In addition to the dedicated call centre network in place, Tata Sky has nominated nodal officers for redressal of grievances of those subscribers who are not satisfied with the redressal at the call centre level. Such subscribers can contact the nodal officers citing the docket number issued by the call centre.
|*Local telephone number to be updated shortly
Toll free number: 1-800-1806633
- Procedure and benchmarks for redressal of complaints through the Nodal Officers (if not resolved by the call centre as per point 2 above).
Procedure- Subscriber to approach the Nodal Officer, at the contact details given above if the Subscriber is not satisfied with the redressal of his grievance by the call centre.
Benchmark- The benchmark for redressal of complaints through the Nodal Officers is ten days.