Section 20 in The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007
20. Manual of Practice for handling consumer complaints. - (1) Every Service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall publish a "Manual of Practice for handling consumer complaints" containing following information relating to Basic Telephone Service, Cellular Mobile Telephone Service and Broadband Service, namely:-
(a)name and address of the service provider;(b)terms and conditions of service offered by the service provider;(c)Call Centre or helpline Number or customer care number or toll free number and name, designation, of the Nodal Officer and e-mail, contact telephone number, facsimile number and address of the Nodal Officer and the appellate authority;(d)procedure for shifting and transfer of telephone, provision of accessories and customer premises equipment;(e)information about service availability and coverage for cellular mobile telephone service;(f)complaint redressal mechanism (including complaint redressal procedure and the time limits for the redressal of grievances by the Call Centre, Nodal Officer and filing and disposal of an appeal by the appellate authority);(g)an Annexure relating to the Basic Service (wire line) to the Manual containing text of the Quality of Service Benchmarks, in particular the following benchmarks (including provisions relating to rebate as admissible to consumers) for Basic Service (Wire line) specified in clause (i) of regulation 4 of the Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005), as amended from time to time, namely:-(A)Benchmark against Sl. No. 1 relating to provision of a telephone after registration of demand;(B)Benchmark against Sl. No. 3 relating to fault repair by next working day;(C)Benchmark against Sl. No. 8 relating to shifts;(D)Benchmark against Sl. No. 8 relating to closures;(E)Benchmark against Sl. No. 10 relating to time taken for refund of deposits after closures;(h)an Annexure relating to Basic (Wireless) and Cellular Mobile Telephone Service to the Manual containing text of the Quality of Service Benchmarks, in particular the following benchmarks (including provisions relating to rebate as admissible to consumers) for Basic Service (Wireless) and Cellular Mobile Telephone Service specified in clause (ii) of regulation 4 of the Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005), as amended from time to time, namely:-(A)Benchmark against Sl. No. C(ii) relating to percentage of billing complaints resolved within four weeks;(B)Benchmark against Sl. No. C(iii) relating to period of all refunds/ payments due to customers from the date of resolution of complaints;(i)an Annexure relating to Broadband Service to the Manual containing text of the Quality of Service Benchmarks, in particular the following benchmarks (including provisions relating to rebate as admissible to consumers) for Broadband Service specified in regulation 3 of the Quality of Service of Broadband Service Regulations, 2006 (11 of 2006), as amended from time to time, namely:-(A)Benchmark against Sl. No. (i) relating to service provisioning/ activation time;(B)Benchmark against Sl. No. (ii) relating to fault repair/ restoration time;(C)Benchmark against Sl. No. (iii) relating to billing performance;(D)Benchmark against Sl. No. (v)(b) relating to Broadband connection speed (download):Provided that the service provider may annex the Annexure referred to in clauses (g), (h) and (i), in the Manual, which relate to the services provided by it;(j)right of consumer for termination or disconnection of the service;(k)the amount to be deducted, whether as an administrative expenses or otherwise, from the total pre-paid value of service;(l)provisions of these regulations, in particular relating to the rights of the consumers;(m)the duties and obligations of the service provider under these regulations;(n)any other information which may be adversely affecting the consumers.(2)The Manual shall be prepared in English language and Hindi language and language of the State in which, Basic Telephone Service, Cellular Mobile Telephone Service and Broadband Service, is provided to the consumer.(3)The Manual shall be available for reference at every office of the service provider referred to in sub-regulation (1), Call Centre, customer care centre, help desk, the Nodal Officer, the appellate authority, at the sales outlets and at the website of the service provider and also by any other means which the service provider may consider appropriate.(4)A copy of the Manual or its abridged version (containing salient features such as terms and conditions of service, contact details of Call Centre, the Nodal Officer and the appellate authority, procedure and time limit for redressal of grievances and time limit specified in the Schedule) shall be provided by the service provider or his agent to each consumer at the time of his subscription for service.(5)A copy of the Manual certified by the service provider as "true copy" thereof shall be filed with the Authority within three months from the date of commencement of these regulations:Provided further that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who has been granted a license after the commencement of these regulations, shall file with the authority, within three months of providing services, a copy of manual certified by the service provider "as true copy" thereof.
