Tata Tele to compensate for poor customer care

Tata Teleservices Limited (TTSL) has announced a Customer Service Charter for Tata Indicom customers, under which the company guarantees compensation if the pre-determined customer service levels are not met. The new initiative will be immediately available to Tata Indicom customers across all 20 telecom circles in which the company operates.
According to a company statement, TTSL has identified five propositions for this initiative and has built compensation clauses. The Customer Service Charter includes five customer commitments – The Bill Dispute Commitment, The Call Drop Commitment, The Handset Replacement Commitment, The VAS Commitment and The Call-Back Commitment.
The bill dispute commitment promises Resolution of every bill dispute within three working days, failing which TTSL will compensate its customers with Rs 25 for every additional day taken to resolve the complaint. The call drop commitment promises that less than 1.5 per cent of total calls made in a month will drop, failing which the company will refund 2.5 per cent of the customer’s last billed amount.
The handset replacement commitment ensures that new handsets will be issued to customers in case their current handset cannot be repaired over the counter at any of the TTSL I-Care Centres. The VAS commitment offers free trial of any chosen value added service before purchase of the product and The call-back commitment promises that TTSL call centres will be accessible to customers 24 hours a day, seven days a week and that calls will be answered within 90 seconds, failing which the company will call the customer back within two hours.
This is an industry first in India, where an operator has promised to compensate its customers for poor customer service in this competitive environment.