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.
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 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.http://www.tatasky.com/manual-of-practice.html