Manual of Practice

Tata Sky Manual of Practice for Direct to Home Subscribers

1. 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 663 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: help@tatasky.com
   

2. 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 11 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.

3. 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.

4. Rights conferred upon the direct to home subscribers and duties and obligations of Tata Sky under the TRAI quality of service regulations.

   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

5. 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.
   

   Name of the state	Telephone number of the nodal officer	E-mail ID of the nodal officer
   KARNATAKA	080-60001771	nodalofficerkarnataka@tatasky.com
   ANDHRA PRADESH	040-60001771	nodalofficerap@tatasky.com
   TAMIL NADU	044-60001771	nodalofficertn@tatasky.com nodalofficerpuducherry@tatasky.com
   KERALA	0484-6000177	nodalofficerkerala@tatasky.com
   MAHARASHTRA	020-60001771	nodalofficermaharashtra@tatasky.com
   GOA	0832-6000177	nodalofficergoa@tatasky.com
   GUJARAT	079-60001771	nodalofficergujarat@tatasky.com
   MADHYA PRADESH	0731-6000177	nodalofficermp@tatasky.com
   CHHATISGARH	0771-6000177	nodalofficerchhattisgarh@tatasky.com
   BIHAR	0612-6000177	nodalofficerbihar@tatasky.com
   JHARKHAND	0651-60001771	nodalofficerjharkhand@tatasky.com
   RAJASTHAN	0141-6000177	nodalofficerrajasthan@tatasky.com
   UTTAR PRADESH	0522-6000177	nodalofficeruttarpradesh@tatasky.com
   UTTARAKHAND	0135-6000177	nodalofficeruttarakhand@tatasky.com
   PUNJAB	0172-6000177	nodalofficerpunjab@tatasky.com
   HARAYANA/DELHI	0129-6000177	nodalofficerharyana@tatasky.com
   HIMACHAL PRADESH	0177-6000177	nodalofficerhp@tatasky.com
   WEST BENGAL	033-60001771	nodalofficerwb@tatasky.com
   ORISSA	0674-6000177	nodalofficerorissa@tatasky.com
   JAMMU	0177-6000177*	nodalofficerjk@tatasky.com
   GUWAHATI	033-60001771*	nodalofficerassam@tatasky.com
   SHILLONG	033-60001771*	nodalofficermeghalaya@tatasky.com
   GANGTOK	033-60001771*	nodalofficersikkim@tatasky.com
   ITANAGAR	033-60001771*	nodalofficerarunachalp@tatasky.com
   KOHIMA	033-60001771*	nodalofficernagaland@tatasky.com
   AIZAWL	033-60001771*	nodalofficermizoram@tatasky.com
   IMPHAL	033-60001771*	nodalofficermanipur@tatasky.com
   AGARTALA	033-60001771*	nodalofficertripura@tatasky.com

   *Local telephone number to be updated shortly Toll free number: 1-800-1806633

   
   
6. 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.