Tata Teleservices launched a Customer Service Charter on Wednesday as part of the 171st birth anniversary celebrations of Tata Group founder Jamsetji Nusserwanji Tata.
Talking to reporters, Hemanth Kumar G, chief operating officer, Chennai, said the charter covered bill disputes, call drop, handset replacement, value-added services and call-back commitments for their CDMA and landline operations.
Mr. Kumar said the first commitment offered resolution of every bill dispute within three working days, failing which the company would compensate customers Rs.25 for every additional day taken to resolve the complaint.
The company promised that call drop would be less than 1.5 per cent of the total calls made in a month, failing which the company would refund 2.5 per cent of the customer's last billed amount. This facility would be available only in Chennai.
It offered free trial of any chosen value-added service before buying the product. The call centres would be accessible to customers and they would be answered within 90 seconds. Otherwise, the customers would get a call from the company within the next two hours.
Another facility offered is that the company would provide an alternative instrument for both mobile and landline instruments when they were given for service, he added.