Tata Sky Manual of Practice for Direct to Home Subscribers
Details of call centres:
Tata Sky helpline:
Toll free no.: 1800 208 6633
From All Lines :18602086633, 18601206633 & 18605006633
Applicable rates chargeable by the telecom operator.
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.
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.
Click here for details of the Nodal Officers.
Procedure and benchmarks for redressal of complaints through the Nodal Officers (if not resolved by the call centre as per the 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.
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 Standards of Quality of Service Regulations. Click here for a summary of certain rights of the subscriber and obligations of Tata Sky.