Telecom Consumer Charter - Reliance Communications

9. Duties and Obligations of Reliance Communications Ltd/Reliance Communications
Infrastructure Ltd.
• The Company or RCIL has a 2 stage complaint resolution management, i.e., Customer Care
Call Center / Reliance Communications Outlets, and Appellate Authority.
• A unique docket number is allotted to every complaint made by the Subscriber.
10. Application format for complaint to appellate authority is available under section:
Contact us Service Assurance Cell Appeal Form
The Subscriber, by his own choice, may either use the redressal mechanism under the
Telecom Consumers Protection and Redressal of Grievances Regulations, 2007 or resort to
the process under the Consumers Protection Act, 1986.
The complaint of the Subscriber is resolved by our customer care executive at the customer
care call center and at the outlets of the Company/Reliance World
A unique docket number is provided to the Subscriber for all complaints
11.2 Appellate Authority
If the complaint is not at call center, (for all complaints except in case of disruption or
disconnection of the Service where the time limit is 3 days), the Subscriber can approach the
Appellate Authority for appeal .
For contact details of Appellate Authority in a circle, please refer Annexure 1
The Subscriber can also visit our website www.rcom.co.in under section Contact us Service
Assurance Cell Appellate Authority
Rights of consumers with defined SLA's for Telecom Commercial Communications Customer
Preference Regulations, 2010 (TCCCPR)
a. The customer can opt to block all commercial communication or can selectively block
SMS from specified categories or can continue to get all calls/ SMS
b. The DND service will be activated within 7 days from date of request.
c. In case he receives a commercial call / SMS in spite of getting confirmation of
activation of DND for that particular category he can register a complaint at
complaint cell.
d. Customer has to be allotted an unique docket number for every complaint registered
by him.
e. Customer can approach the Appellate Authority in cases he is not satisfied by the
resolution provided by customer care / complaint cell or if the complaint is not
resolved within 7 days.
f. The details of Appellate Authority are to be provided to the Subscriber by the
Customer Care Call Centre executive upon Subscriber request.
Duties and Obligations of the service provider for TCCCPR, under different regulations,
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