Telecom Consumer Charter for Handling Consumer Complaints

Table of Contents

1. NAME & ADDRESS OF THE SERVICE PROVIDER .................................................................................. 3 2. SERVICES OFFERED & COVERAGE….………………………………………………………………………………………………………..4 3. GENERAL TERMS & CONDITIONS........................................................................................................ 5 4. QUALITY OF SERVICE PARAMETERS AS PRESCRIBRED BY REGULATOR……………………………………………………12 5. DETAILS ABOUT EQUIPMENTS OFFERED…………………………………………………………………………………………………13 6. RIGHT OF CONSUMERS…………………………………………………………………………………………………………………………..13 7. DUTIES AND OBLIGATIONS OF MTS………………………………………………………………………………………………………..13 8. GENERAL INFORMATION NUMBER AND CONSUMER CARE NUMBER……………………………………………………14 9. COMPLAINT REDRESSAL MECHANISM…………………………………………………………………………………………………15 10. DETAILS OF APPELLATE AUTHORITY…………………………………………………………………………………………………….15 11. PROCEDURE OF TERMINATION OF SERVICES OFFERED……………………………………………………………………….18 12. Annexure 1 - FORM FOR APPEAL TO APPELLATE AUTHORITY………………………………………………………………20

1. NAME & ADDRESS OF THE MTS OFFICES

Circle Name Address

Delhi

Sistema Shyam TeleServices Limited A-194, Phase - I,

Okhla Industrial Area, New Delhi – 110020

UP-West

Sistema Shyam TeleServices Limited 121, Mangal Pandey Nagar,

Opposite Central Excise Office, Near CCS University, Meerut - 250005

Rajasthan

Sistema Shyam TeleServices Limited 3, MTS Tower,

Amrapali Circle, Vaishali Nagar, Jaipur, Rajasthan - 302021

Gujarat

Sistema Shyam TeleServices Limited 3rd Floor, Block 'C' Office No. 2,

The Acropolis Mall, Thaltej Cross Road, S.G. Highway, Ahmedabad - 380054

Kolkata

Sistema Shyam TeleServices Limited PS Srijan Tech Park,

9th Floor, DN-52, Sector V, Salt Lake City, Kolkata, West Bengal – 700091

RoWB

Sistema Shyam TeleServices Limited PS Srijan Tech Park,

9th Floor, DN-52, Sector V, Salt Lake City, Kolkata, West Bengal – 700091

Karnataka

Sistema Shyam TeleServices Limited Salarpuria Touchstone, No.15/3, Ground Floor, Outer Ring Road,

Varthur Hobli, Bangalore-5600103

Tamilnadu

Sistema Shyam TeleServices Limited AMBIT IT Park, 32 A & B, Industrical Estate,

2nd Floor, Ambattur, Chennai 600 058.

Kerala

Sistema Shyam TeleServices Limited Ventura, 3rd & 4th Floor,

NH 47 Bye Pass, Anchumana, Edappally, Cochin, Kerala - 682024

2. SERVICES OFFERED & COVERAGE 2.1 Currently MTS provides services in broadly 2 types

2.1.1 Prepaid

2.1.2 Postpaid

2.2 Within Prepaid & Postpaid Categories, MTS provides following types of basic services

2.2.1 Voice

2.2.2 SMS

2.2.3 Data

2.2.4 Smart Phones

2.2.5 Other Value Added Services

2.3 Our services are available in the following Circles:

Gujarat Uttar Pradesh (West)

Delhi Rajasthan

Kolkata Rest of Bengal

Karnataka Tamil Nadu

Kerala

Further details are available on our website www.mtsindia.in

2. GENERAL TERMS & CONDITIONS TERMS AND CONDITIONS – PREPAID

1. SSTL reserves the exclusive right to change / alter / amend the tariff plan/s applicable on the MTS Pre-Paid card as per regulation, at its sole discretion with prior intimation to the customer.

2. Local, STD & ISD connectivity would be available on MTS Prepaid card. All STD/ISD calls would be

charged respectively depending on the location of call origination & the applicable tariff.

3. MTS Prepaid card has an independent tariff plan and will have no bearing whatsoever with or on the tariff plans offered by MTS to its regular customer/s.

4. MTS Prepaid card does not carry any pre-loaded value and needs to be charged before use, with the

help of recharge cards available in different denominations.

5. A valid MTS Prepaid account is defined as "an account which has not expired due to insufficient days or insufficient balance, whichever is earlier".

6. For all subsequent recharges after the initial charging, all MTS prepaid accounts can be recharged

with recharge cards available in different denominations.

7. A grace period of 15 days will be given after the expiry of MTS Prepaid account. In the case of an invalid account due to exhausted balance or exhausted period the person will be unable to make or receive calls. The balance value if any, in such a case, will be available to the credit of the customer at the time of recharge of the MTS Prepaid account during the grace period. The balance value if any in the account at the end of the grace period will not be available to the credit of the customer.

8. Subscriber who has opted for Long Validity Tariff ( 6 months & more) is liable to get disconnected if

he/she fails to recharge his/her connection with a minimum value of Rs.200 every six months or fails to meet any other tariff condition at the time of acquisition.

9. In addition to the above, if any connection is not used (no outgoing & no incoming) for 50 continuous

days, MTS Limited reserves the rights to deactivate the number.

10. The talk time values for MTS prepaid card are exclusive of processing fees and activation charges and other taxes as may be applicable from time to time.

11. Not all value-added services as may be available with MTS will be made available on this MTS prepaid

connection. MTS is entitled to change, vary, alter, amend, add to or withdraw any or all value added services and/or to vary the charges/prices of these services at its sole discretion and with notice.

12. MTS reserves the right to deactivate your number if it is not recharged within 60 days of grace.

13. In case of a lost/stolen/misplaced/damaged MTS prepaid card/recharge card the entire liability of the

loss/stolen/misplaced/damaged MTS Prepaid card/recharge card will be that of the customer. No refund will be given on the available balance, if any, of the lost/stolen/misplaced/damaged MTS Prepaid/recharge card of the customer.

14. The customer must at all times ensure safekeeping of the MTS Prepaid card and original receipt of

purchase, as these may be required from time to time under different circumstances during interface with MTS.

15. The mobile numbers and the MTS Prepaid SIM cards shall always be the sole & exclusive property of

MTS at all times & the same shall be returned to MTS by the customer upon termination and /or deactivation and/or temporary suspension of the service under any circumstances.

16. The MTS Prepaid service is & will be available only within the coverage area of MTS (in the Circle) & tie-

ups with network operators in other circles. 17. MTS will & shall not be liable or responsible to refund back in case of any disruption of services for any

reason whatsoever. 18. Threshold for low balance intimation is defined by MTS. Customer will be given intimation on reaching

the threshold value. 19. The features, CLIP, STD & ISD will be offered to the customers along with Network Circle Coverage, SMS

& National Roaming. 20. VAS services are offered to the customer at an additional per min/SMS hit rate as may be prevailing at

the time of usage of the service. 21. If due to technical and/or non-technical reasons, service availability and reliability may be affected. MTS

is entitled, without any liability, to refuse, limit, suspend, vary and/or interrupt service at any time at its discretion without any notice or any reason.

22. The provision of services is subject to Force Majeure circumstances. 23. MTS makes no express or implied warranties whatsoever regarding the service etc. and shall not be

liable to the customer or to any other person (legal/natural) on the customer's behalf. The customer will be deemed to waive and continue to waive any/all claims for any loss, delays, cost, expenses, fees, judgments, damages, direct, incidental or consequential arising out of any mistakes, omissions, interruptions, delays, errors, defects or other failures with respect to MTS or the billing arrangements.

24. If as the result of a system failure, arising from the tampering of a handset and/or MTS prepaid there is

any utilization of the MTS prepaid card in excess of the value of the talk time for which it has been issued or recharged by MTS, MTS shall be entitled to claim jointly or severally from the customer to whom the MTS prepaid card is issued and the owner of the handset from which such utilization is made, the entire amount of charges for the talk time which is in excess of the value of the MTS prepaid card. In arriving at such excess utilization the billing records generated by the MTS mobile network will be binding on the customer who shall accept the same and pay MTS accordingly. In addition to the above MTS shall be entitled also to disconnect the service to such customers immediately.

25. Privacy of communication is not guaranteed and is subject to Central/State Government

regulations /directions / laws / bylaws and such other factors. 26. Any increase and/or levy of any taxes and duties etc. shall be applicable to the customer's account. 27. The customer shall comply with all directions/instructions issued by MTS relating to the network, the

services and/or all matters connected therewith and provide MTS with any further information and co-operation as MTS may require from time to time.

28. MTS will not be liable for any act of commission or omission of any distributor / dealer / retailer / third

party / supplier including any leasing company offering any privilege or benefits to the customers in lieu of.

29. The customer is not entitled & or authorized, to assign/transfer/resell/lease/rent or create any charge/

lien of any nature whatsoever on the MTS Prepaid card. 30. The customer shall not use or attempt to use the MTS Prepaid service for any unlawful, antisocial or

abusive purposes or for sending obscene, indecent, threatening, harassing, unsolicited messages or messages affecting /infringing upon national or social interest nor create any damage or risk to MTS or

its network of customers or any other persons. Customers are warned that if any person fraudulently uses so causes or allows use of the MTS Prepaid, he / she will be liable to be proceeded against criminally.

31. The cellular service will be made available to the customers by MTS subject to the terms and conditions

of the license entered into between MTS and Department of Telecommunications. The customer shall strictly abide by the directions of the Government of India, the State Government, any Court of law or any statutory authority as applicable from time to time.

32. All MTS Prepaid card will be charged at an Airtime Granularity applicable as per tariff plan. 33. As of date the MTS Prepaid Card can be used with MTS allied CDMA mobile phones. However, the

above information is for your convenience only and MTS will not be responsible in any way for the malfunction of any handsets.

34. Any dispute arising under these terms & conditions will be before the court/s having jurisdiction in

the respective circle. 35. As per Government Instructions it is mandatory to submit all documents at the time of purchase with

full personal details accompanied with Government issued Identity Card, Current Address and a photograph. The set of documents has to be deposited to the distributor at the time of purchase, MTS has the rights to suspend the services with prior notice to the customer if any failure is found in the same

36. Any MTS Prepaid card holder using the SIM for tele-marketing purpose has to register himself on

website http://nccptrai.gov.in as per the TRAI guidelines. For any clarifications the customer can call our Customer Assistance or visit website http://nccptrai.gov.in`

37. Information on Prepaid tariff plan and products is also available on our website www.mtsindia.in 38. MTS reserves the right of barring your connection in case the documents submitted by you fail to

comply with DoT guidelines. Also, any change in the address of customers has to be informed to MTS with the Xerox copy of new proof of address & other notary document.

39. Any change in address has to be informed to MTS along with a copy of proof of address. 40. Benefit of free or discounted SMS will not be available to the subscriber on festive days. Subscribers

can send an SMS to a short code to get the list of the dates. 41. To help you restrict unsolicited commercial communication on your phone, we have implemented the

Do Not Disturb toll-free service. You can get your number listed for this facility by calling us at 1909 or sending an SMS to 1909 with keywords "START 0".

42. Customers, hereby confirms to agree to the rates and validity that have been informed to him/her by

MTS Limited's channel partner (retailer/distributor/Service Centres) at the time of purchase. 43. Information on Service Expiry date for respective circle is available in the local version of Application

Form 44. There might be a hike in ISD tariff in case of fluctuation in foreign exchange rates.

TERMS AND CONDITIONS – POSTPAID

1. DEFINITIONS 1. Subscriber: means the User and / Or Customer who is named in the Application overleaf. 2. Company: means SSTL 3. Service: means cellular Voice Telephone Service using Wireless technology.

4. SIM Card: means the Subscriber Identification Module Card, bearing a unique number used with the

equipment to enable access to the service. 5. Network: means MTS Telecommunications System for providing services including cell sites, base

stations, mobile switching centre and conventional telephonic network.

6. Package: means any scheme introduced by the company for providing service as a whole for a fixed or variable charge.

2. PROVISION OF SERVICES 1. Services will be available to the customer within the range of the base stations, including the existing

network, subject to the factors like acts of God, fires, strikes and embargoes, war, insurrection, riots and other causes beyond the control of the company including atmospheric/ topographical hindrances. In no event will the company be liable for direct or indirect, consequential or economic loss or damage, including loss of profits and loss of reputation / defamation, even if advised of the possibility thereof.

2. The company may suspend whole or part of the services at any time without prior notice. If the

network fails or requires modification or for reasons beyond the control of the company, the subscriber shall remain liable for the service charges during that period of suspension.

3. The SIM Card & Mobile Number is and shall always remain the exclusive property of the company

and be subject to the change at any point of time. If the SIM is lost, stolen, misplaced or damaged, the subscriber shall be responsible for payment of service charges & bills, till the card is deactivated. The company will replace the SIM Card only on written intimation as soon as is reasonably practicable but reserve the right to charge in doing so.

4. The company will provide services, which shall run in concurrence with the License Agreement between

the Department of Telecommunications, Govt. of India and the company subject to other terms & conditions therein.

3. CHARGES AND PAYMENTS

A. The subscriber shall make the following payments.

I. One time payments on commencement of services viz. Activation charges, Plan fee if applicable, Security and other interest free deposits as may be applicable.

II. Monthly charges including monthly access charges, airtime, PSTN Charges (charges in case of

calls to landline phones), fees for selected call management services, late payment charges if applicable and any other charges as may be applicable as per the bill plan selected by the subscriber. (Airtime charges are applicable when subscriber makes or receives calls. When calls are made form a cellular to a conventional land phone, airtime charges plus applicable Local / STD/ ISD charges will be payable by the customer)

III. The company has introduced other rate plans and may introduce more rate plans. The company

reserves the right to withdraw any such rate plan and/ or to revise the rates and charges

applicable to such plans as per the TRAI guidelines, of plan opted & reserve the right to vary the bill cycles, with prior notice to the subscribers.

B. The subscriber shall make the payments to the company as per bill plan selected subject to any change in its tariff plan structure.

C. The company may adjust the deposit of the subscriber, if any, in full or partial for satisfaction of any outstanding from the subscriber to the company.

D. The subscriber shall pay the service charges as per the monthly billing statement on or before the due

date mentioned in such statement, failing which the company shall charge interest on all outstanding sum as may be applicable as late payment charges. The company is also entitled to discontinue the services with prior intimation and/ or notice at its sole discretion, in addition to and without prejudice to any other remedies available. The subscriber shall be liable for all charges for the services provided to the subscriber.

E. While roaming, all incoming & outgoing calls will be charged at composite charge that includes charges

subject to the ceiling as specified by TRAI.

F. Benefit of free or discounted SMS will not be available to the subscriber on pre-specified festive days;

SMS charging on these dates would be at standard applicable rates.

4. TERMINATION

A. The company may, at its sole discretion, terminate the service if the subscriber commits any breach of

the terms & conditions contained herein.

5. GOVERNING LAW A. The terms and conditions contained herein shall be governed by the Laws of India and shall be subject to

the exclusive jurisdiction of the Courts in respective circles.

6. CONFIDENTIALITY A. Both the company and the subscriber shall keep in confidence any information received either of them

irrespective of the business or the matters concerning the other and shall not disclose the same to any third party and except to any concerned authorities, provided however, the company shall be entitled to disclose the details of the subscriber’s name, address, payment record and other information for procuring collection / credit information of the subscriber to any external agency, or to any Govt. agencies etc.

7. GENERAL TERMS & CONDITIONS A. The subscriber shall only use those mobile telephone instruments, which are compatible with the CDMA

Technology for Mobile Communication Standard. The company shall not be liable for interruption in service due to any problems or defects in mobile instruments.

B. Written request for duplicable bill / call details shall be entertained for the past period up to 1 year

from the date of the last bill as applicable charges.

C. The company shall address all billing statements and any notices under the Application to the

billing address given overleaf. The subscriber must inform the company in writing of any changes in this address. Any billing statement or notice from the company to the subscriber will be deemed served within 48 hours of posting.

D. Any waiver, concession or extra time the company may allow to the subscriber is limited to the specific

circumstances in which it was give. It does not affect the company’s rights under this Application in any other way.

E. This Application is subject to the Indian Telegraph Act of 1885 and rules framed there under and any

statutory modification or re-enactment for the time being in force and any Government regulation issue from time to time.

F. In the event of any of these terms & conditions becoming invalid, illegal or un-enforceable in any

respect under the law such invalidity, illegality or un-enforceability shall not in any, manner affect or impair other T&C but this application shall be construed as if such an invalid or illegal or unenforceable terms & conditions had never been contained herein.

G. In the event of non -acceptance of the application of the subscriber either prior to or subsequent to

within a short period of activation due to any reason whatsoever, refund of such initial payments (net of usage), if any, would be made to the business associate through whom the application has been forwarded unless a letter to the contrary is received from the subscriber through the business associate before such refund has been processed. Once processed, the discretion of the company in this regard is final and binding to the subscriber and no further correspondence to this effect would be entertained.

H. The Terms and Conditions are the complete and exclusive statement of the agreement between the

subscriber and the company. It supersedes all the understandings or other prior applications, whether oral or written, and all representations or other communications between the subscriber and the company.

I. The details mentioned overleaf and the T&C above form this application.

J. The details of alternate tariff packages and their tariffs would be available on request.

K. The customer can stop the facility of promotional calls & sms (unsolicited commercial

communication) by sending sms “START 0” or start the facility by sending sms “STOP 0” on our toll free no. 1909 or call our Customer Assistance number for further details.

L. Information on Post-paid tariff plans and products is also available on our website www.mtsindia.in

8. OTHERS 1. These Terms & Conditions are subject to change.

2. Please visit our website www.mtsindia.in for the updated Terms & condition

3. There might be a hike in ISD tariff in case of fluctuation in foreign exchange rates.

4. QUALITY OF SERVICE BENCHMARK AS PRESCRIBED BY REGULATOR

Sl.

Name of Parameter

Benchmarks

Averaged over a period

No.

1 Metering and billing credibility - Postpaid Not more than 0.1% One Billing Cycle

2 Metering and billing credibility – Prepaid Not more than 0.1% One Quarter

3 Resolution of billing/ charging complaints 100% within 4 weeks One Quarter

4 Period of applying credit/ waiver/ Within 1 week of resolution One Quarter

adjustment to customer’s account from of complaint

the date of resolution of complaints

5 Accessibility of call centre/ customer care ≥ 95% One Quarter

6 Percentage of calls answered by the ≥ 90% One Quarter

operators (voice to voice) within 60

seconds

7 Termination / closure of service ≤ 7 days One Quarter

8 Time taken for refund of deposits after 100% within 60 days One Quarter

closures

5. DETAILS ABOUT EQUIPMENTS OFFERED

6.1 We offer handsets to a limited extend in our bundled offers for voice and Data Cards for data usage, details of which can be seen on our website (www.mtsindia.in) as these a frequent change in the offers/equipments.

6. RIGHT OF CONSUMERS

6.1 To receive unique docket number for every complaint registered.

6.2 Consumers can move to Appellate Authority if s/he does not receive resolution from our Contact Center / Touch Points.

6.3 The details of Appellate Authority are to be provided to the consumer by the Contact Centre executive upon consumer request.

6.4 The consumer can terminate or disconnect our service at his/her convenience. The bills are checked, reconciliation is done and any amount, if due after adjusting the outstanding dues, is returned to the consumer from his/ her security deposit. This process takes a maximum of 60 days from the date of disconnection.

6.5 Consumer can terminate the services by sending a written request, Fax, E-mail, telephone call and

SMS to us. The termination of service shall be subject to the return or recovery of the customer premise equipment, wherever applicable.

6.6 To help you restrict unwanted communication on your phone, we have implemented the Do Not Disturb process. You can get your number listed for this facility by calling us at 1909 or sending an SMS to 1909 with keywords “START <Preference>”.

6.6.1.0 List of Preferences:

“START 0” for Fully Blocked “START 1” for receiving SMS relating to Banking/Insurance/Financial products/credit cards “START 2” for receiving SMS relating to Real Estate “START 3” for receiving SMS relating to Education “START 4” for receiving SMS relating to Health “START 5” for receiving SMS relating to Consumer goods and automobiles “START 6” for receiving SMS relating to

Communication /Broadcasting/Entertainment/Information Technology “START 7” for receiving SMS relating to Tourism and Leisure

6.7 To deactivate any Value Added Service, please dial 155223.

6.8 MOBILE NUMBER PORTABILITY SERVICE OFFERED (MNP) Request for Porting

1. Contact the new mobile service provider to whom you want to port your mobile number.

2. Obtain Customer Acquisition Form (CAF) & Porting Form.

3. Read the eligibility, probable reasons for porting rejection and other conditions carefully.

4. If eligible, fill up the CAF and Porting Form. For filling up of porting form you need a ‘Unique

Porting Code’ (UPC)

5. To obtain UPC send SMS from the mobile number you want to port to the number ‘1900’

with text ‘PORT’ followed by space followed by your 10 digit mobile number you want to port. [ As pre-paid SMS is not permitted, in Jammu & Kashmir the subscriber has to dial ‘1900’ to get an UPC, the operator at ‘1900’ provide the UPC after verifying subscriber number with CLI. ]

6. It may be noted that you will receive an auto generated 8 digits UPC from the Donor

operator. The first two characters of the UPC consist of ‘Alphabets’ and remaining 6 digits will be numerical characters except zero.

7. Submit the duly filled Porting Form and CAF along with requisite documentary proof to

the mobile service provider.

8. If you are a postpaid subscriber, submit a paid copy of the last bill issued along with Porting

Form and CAF.

9. Obtain new SIM card from the new service provider

10. Service provider may charge porting charge maximum up to Rupees 19/- only. You can

withdraw your porting request within 24 hrs of applying. However, the porting charge is non-refundable

11. Your new mobile service provider will intimate you the date & time of porting on your

mobile phone.

12. Change over takes place on the 7th working day (15th working day in

case of Jammu & Kashmir, Assam and North East service areas).

13. The service disruption time shall be around 2 hrs during night time of

the date/time of porting.

14. Replace the old SIM with the new SIM provided by your new mobile service provider

after the specified date and time.

Eligibility and Other Conditions

You are allowed to move to another mobile service provider only after 90 days of the date of

activation of your mobile connection or from the date of last porting of your mobile number, which-ever is applicable.

You are allowed to change mobile service provider within the same service area only.

If you are a postpaid subscriber, please ensure that you have paid all the dues as per your last bill.

If you are a Pre-paid subscriber, please note that the balance amount of talk time, if any, at the time of porting will lapse.

Detailed regulations are accessible in TRAI website www.trai.gov.in

7. DUTIES AND OBLIGATIONS OF MTS

7.1 We have a 2 stage complaint resolution management, i.e., Contact Center / Showrooms and Appellate Authority.

7.2 A unique docket number is allotted to every complaint made by the consumer.

7.3 Appellate authority will resolve the appeal within 39 days of receipt of the appeal

7.4 All plan details are placed on the website

7.5 A tariff plan once offered shall be available to a subscriber for a minimum period of 6 months (or for life time in case of life time validity) from the date of enrolment of the subscriber to that tariff plan

7.6 In case of Lifetime validity/unlimited validity we shall inform customers, the month and year of expiry of current License in promotional literature/advertisements

7.7 We shall give an advance notice of not less than 30 days to the Authority and Subscribers before terminating an existing tariff plan.

7.8 Customer will be informed on activation of a voucher about usage, account, VAS charges is as per Telecom Consumer Protection Regulation 2012 issued by TRAI.

8. GENERAL INFORMATION NUMBER AND CONSUMER CARE NUMBER

S. No. Circle Name

General Information Number General Information Number Toll free Consumer Care

Number To be Dialed from MTS To be Dialed from Non MTS

1 Gujarat 155 9137 155 155 198

2 Karnataka 155 9141 155 155 198

3 Kerala 155 9142 155 155 198

4 Kolkata 155 9143 155 155 198

5 New Delhi 155 9136 155 155 198

6 Rajasthan 155 9875 155 155 198

7 RoWB 155 9153 155 155 198

8 Tamil Nadu 155 9150 155 155 198

9 UP West 155 9152 155 155 198

9. COMPLAINT REDRESSAL MECHANISM

9.1 The complaint of consumer is resolved by our customer care executive at the call center and outlets.

9.2 A unique docket number is provided to the consumer for all complaints.

9.3 If the complaint is not resolved or not resolved to your satisfaction, consumers can appeal to Appellate Authority within thirty days of closure of complaint. Appeal format is mentioned as Annexure 1 at the bottom of this document.

9.4 The name and contact information of Appellate Authority are mentioned in section 11 of this document.

9.5 Appellate authority will resolve & intimate the appellant within 39 days of receipt of the appeal

9.6 Time limits for complaint resolution

Initial Stage

• Customer Care Call centre - 7 days (for all complaints except in case of disruption or disconnection of Service, where the time limit is 3 days) from the date of registration of complaint

Escalation Stage

• Appellate authority – 39 days from the date of filing written appeal with the appellate authority

(As per Form available at MTS outlets or on www.mtsindia.in)

10. DETAILS OF APPELLATE AUTHORITY

S. No

Circle Appellate Officer Name Appellate Email ID Appellate Authority

Fax Number

1 Gujarat Mr. Yogendra Singh appellate.guj@mtsindia.in 9137 366 366

2 Karnataka Ms. Vijayalakshmi Swaminathan appellate.kk@mtsindia.in 9141 366 366

3 Kerala Ms. Sangeeta Bhowmick appellate.kl@mtsindia.in 9142 366 366

4 Kolkata Mr. Vijay Kakwani appellate.kol@mtsindia.in 9143 366 366

5 New Delhi Ms. Nalini Kanakam appellate.del@mtsindia.in 9136 366 366

6 Rajasthan Mr. Arun M appellate.rj@mtsindia.in 9875 166 166

7 RoWB Mr. Vijay Kakwani appellate.wb@mtsindia.in 9153 366 366

8 Tamil Nadu Ms. Vairam Vasu appellate.tn@mtsindia.in 9150 366 366

9 UP West Mr. Yogendra Singh appellate.upw@mtsindia.in 9152 366 366

11. PROCEDURE OF TERMINATION OF SERVICES OFFERED

11.1 The consumer can terminate or disconnect our service at his/her convenience. The bills are checked, reconciliation is done and any amount, if due after adjusting the outstanding dues, is returned to the Consumer from his/ her security deposit. This process takes a maximum of 60 days from the date of disconnection. 11.2 For deactivation of any Value Added Services (VAS) consumers can call 155 General Information Number.

Annexure 1

FORM FOR APPEAL TO APPELLATE AUTHORITY (See regulation 9 of the of Telecom Consumers Complaint Redressal Regulations, 2012)

Appeal under regulation 9 of the Telecom Consumers Complaint Redressal Regulations, 2012 to the appellate authority appointed by MTS.

1. The Name, Address, Telephone Number, Facsimile number and the e-mail address of the Appellant.

2. Telephone Number or Cellular Mobile Telephone Number or Broadband Connection Identity, as the case may be, for which appeal is filed 3. The name of the city /district of the origin of complaint

4. The name of the State or licensed service area, as the case may be, of the origin of complaint

5. Nature of Complaint (specify, whether complaint relates to Provisioning / Activation / Billing / Fault-Repair / Service disruption / disconnection of service / Value Added Service / Closure / Termination or specify if any other).

6. The docket number allotted by the Call Centre at the time of lodging complaint under clause (a) of sub-regulation (1) of regulation 4 and date of lodging the complaint with the Call Centre.

7. Statement of Facts relating to grievance or appeal: (attach separate sheet signed by Appellant if required)

8. Grounds of Appeal: A full description of the matter, which is the cause of the grievance, including copies of any relevant and supporting documents, if any, and the relief claimed in Appeal (attach separate sheet signed by Appellant if required).

9. A statement to the effect that same subject matter or issue, for which an appeal has been filed under these regulations, is not covered in any proceedings before any court or tribunal or under the Consumer Protection Act,1986 (68 of 1986) or any other law for the time being in force. 10. Details of any other relevant material or document.

11. Whether the Appellant requests to grant him exemption from appearing in person and decide the appeal on the basis of information, document or record filed by him.

Form for verification

I,_____________________________________________ (name in full and in block letters), the appellant, son/daughter of _____________________________ do hereby declare that to the best of my knowledge and belief, the information given in this appeal and the annexure and statements accompanying the appeal are correct, complete and truly stated.

…………………………… Signature of appellant …….…………………… Name of appellant

(Specify status of the appellant, whether a company/firm/society/ individual/ others…………………….…...) Note1. The Form of appeal, grounds of appeal and the Form of verification appended shall be signed by the appellant. Note2. The appellant shall submit in duplicate the appeal in this Form.