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.


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