Telecom Consumer Charter - Reliance Communications

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Reliance Mobile & Reliance Hello (Postpaid or Prepaid) Broadband+ BlackBerry Reliance Wireline Reliance Broad net information 10. Complaint Redressal Mechanism-Wireless *389 Toll Free For all queries and Complaints 180030007777 198 ( From Reliance Landline only) As per TRAI Regulations, the Company/RCIL has enforced the 2-Tier Consumer Redressal process, for providing an effective redressal grievances mechanism, to its valued Subscribers. (i) Customer Care Call Centre’s-wireless a. The first complaint of the Subscriber is resolved by the customer care executive at the customer care call center and at Reliance Communication outlets b. Where no parameter or time limit has been specified in QoS regulations or any other regulations made under the Act for redressal of any grievance, SLA for such complaints has been revised from 7 days (from the date of registration of complaint) to 3 days in the new regulation. c. A unique docket number is provided to the Subscriber for all complaints. (ii) Appellate Authority 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 the time limit of 7 days (for all complaints except in case of disruption or disconnection of service, where the time limit is 3 days) . The Appellate authority is supposed to resolve the complaint within 33 working days from the date of filing written appeal with the Appellate authority. Toll Free Toll Free Page 38 of 44
The contact details of Appellate Authority in your circle, please refer Annexure 1 The Subscriber can also visit our website www.rcom.co.in under section Contact us Customer Care -> Appellate Authority (http://www.rcom.co.in/Rcom/personal/customercare/customercare) Days for registration of complaints with Appellate authorities: Monday - Saturday excluding public and national holidays Timings for registration of complaints with Appellate authorities: 9:30 am to 5:00 pm. 12 .Mobile number Portability i. The Mobile Number Portability (MNP) allows subscribers to retain their existing mobile telephone number when they move from one access provider to another irrespective of the mobile technology or from one cellular mobile technology to another of the same access provider, in a licensed service area. The MNP Regulations seek to provide a framework governing all relevant aspects of MNP. ii. MNP facility shall be available only within a given licensed service area. iii. A subscriber holding a mobile number is eligible to make a porting request only after 90 days of the date of activation of his mobile connection. If a mobile number is already ported once, the number can again be ported only after 90 days from the date of the previous porting. iv. The subscriber desiring to port his mobile number should approach the Recipient operator (the operator to whom the subscriber wants to port his number). The subscriber may be required to pay porting charge up to a maximum of Rs.19/- to the Recipient Operator. v. The postpaid subscriber making the porting request is required to have cleared all the bills issued prior to the date of porting request. He shall give an undertaking that he has already paid all billed dues to the Donor Operator as on the date of the request for porting and that he shall pay dues to the Donor Operator pertaining to the mobile number till its eventual porting and that he understands and agrees that in event of non-payment of any such dues to the Donor Operator, the ported mobile number shall be liable to be disconnected by the Recipient Operator. vi. A subscriber may withdraw his porting request within 24 hours of its submission to the Recipient Operator. However, the porting charges shall not be refundable. For initiating a porting request, the subscriber has to send SMS to 1900 with the text “ Port “ followed by his phone number. For example to port 93 100 21459 , one has to send SMS to 1900 with text “ SMS 93 100 21459 vii. The regulation envisages a maximum time period of 4 days for the completion of porting process in all licensed service areas except in the case of J&K, Assam and North East licensed service areas where the maximum time allowed is 12 days. However, efforts will be made to further reduce the porting period. Page 39 of 44
Page 1 and 2: Telecom Consumer Charter Wireless,
Page 3 and 4: 1. Name and Address of the Service
Page 5 and 6: Reliance Communications Infrastruct
Page 7 and 8: iii. The Company shall not be liabl
Page 9 and 10: vi. Subscriber shall pay all the co
Page 11 and 12: iv. In case the subscriber opts for
Page 13 and 14: 2. Commercial communications by sub
Page 15 and 16: “Subscriber Equipment” means an
Page 17 and 18: xiii. The company shall not be resp
Page 19 and 20: (ii) For Proof of Address, a self a
Page 21 and 22: 8. Terms & Conditions The subscribe
Page 23 and 24: xiii. Certificate of address with p
Page 25 and 26: 2.4.3.2. Customer shall without any
Page 27 and 28: ISDN BRI : Rs. 2000 E1 DID : Rs. NI
Page 29 and 30: iv. The Company reserves the right
Page 31 and 32: (i). RCIL grants to the Customer a
Page 33 and 34: 2.5.15. Service Tax: Charges shall
Page 35 and 36: In all cases where payment towards
Page 37: orders and direction issued by the
Page 41 and 42: CIRCLE ANDHRA PRADESH ASSAM ANDAMAN
Page 43 and 44: Annexure II Appellate authorities f

Telecom Consumer Charter - Reliance Communications

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