1 Telecom Consumers Charter (Mobile and Fixed Line Services)

Telecom Consumers Charter

(Mobile and Fixed Line Services)

Contents

S.No.

Particulars

Page No.

Preamble

Name and Address

Services Offered

Details of Geographic areas where services are available

Terms & Conditions of Service offered by Airtel

4-22

Prepaid Mobile Services

4-12

Postpaid Mobile and Fixed Line Services

12-19

Quality of Service parameters specified by the TRAI

20-25

Details about equipment offered to the consumer

Rights of consumers under various regulations and duties and

obligations of Airtel

25-27

General Information Number/ Customer Care Number

Consumer Complaint Number

Complaint Redressal Mechanism, its procedure and its time

limits

27-29

Annexure-I(A) - Contact Centre Numbers for Mobile Services

30-31

Annexure-I(B) - Contact Centre Numbers for Fixed Line

Services

Annexure II(A) – Appellate Authority for Mobile Services

33-35

Annexure II(B) – Appellate Authority for Fixed Line &

Broadband Services

36-37

Preamble

The Telecom Consumers Charter, hereafter referred to as, “the Charter”, is published in compliance with

TRAI’s clause 17 of The Telecom Consumers Complaint Redressal Regulation, 2012. The Charter is for

informing the Customer of his/her rights and obligations of Airtel towards the Customer under various

regulations, the quality of standards prescribed by the Authority and modes of redressal of grievances by

the Customer.

Name and address

Head office:

Bharti Airtel Ltd, Airtel Center, Plot No.16, Udyog Vihar, Phase- IV, Gurgaon-122015.

Website – www.Airtel.in

Service Area office addresses and contact nos. are given in Annexure I (A) & (B).

Services offered

Mobile and Fixed Line services under Unified Access Service License/ Unified License

Details of Geographic areas where such services are available

We cover whole of India across all 22 Telecom Service Areas, namely,

• Andhra Pradesh

• Jammu and Kashmir

• North East

• Assam

• Karnataka

• Orissa

• Bihar

• Kerala

• Punjab

• Delhi

• Kolkata

• Rajasthan

• Gujarat

• Madhya Pradesh

• Tamil Nadu (incl.

Chennai)

• Haryana

• Maharashtra & Goa

• UP East

• Himachal Pradesh

• Mumbai

• UP West

• West Bengal

Terms and conditions of service offered by Airtel

Terms & Conditions for providing Prepaid Mobile Services:

• The terms and conditions mentioned herein shall form a part of the Airtel Prepaid Enrollment form

(APEF) signed by the customer and shall be binding on him/her.

• “Bharti Airtel Limited” or “Airtel” means a company incorporated under the Company Act, 1956

with its registered office at Airtel Centre, Plot No. 16, Udyog Vihar, Phase IV, Gurugram – 122015,

Haryana, India, and its (respective circle office address).

• “Customer” means a person/company/firm or any other association of persons who has

subscribed for services under APEF. The APEF binds the customer and wherever applicable

its/his/her, executors, administrators, successors and permitted assigns and benefits Bharti Airtel

Limited and its successors and assigns.

• “Equipment” means GSM compatible mobile telephone equipment. The equipment shall be of a

type/model certified and approved in terms of applicable Indian Standards (Telecom Engineering

Centre or Government of India Standards.)

• “Services” means the services, which enable the customer when using the equipment to have two

way communications over the network and included other value added/supplementary services

offered by Bharti Airtel Limited and opted by the Customer.

• “Network” means the Bharti Airtel Limited’s Cellular Mobile Telephone Network as operational

from time to time in the telecom circle of …..(respective circle area).

• “Tariff” means the tariff schedule and shall include, but not limited to, airtime, processing fee,

usage charges and other related fees, and service charges and related conditions as notified and

published by Bharti Airtel Limited from time to time for providing services and value

added/supplementary services, wherever applicable.



Subscriber Identification Module (hereinafter referred to as ‘SIM’) means the non-transferable

activation device being a card or microchip programmed with data, which is utilized by Bharti

Airtel Limited to enable the customer gain access to the network of Bharti Airtel Limited. SIM shall,

at all times, remain the property of Bharti Airtel Limited.



“Service Area” shall mean the Telecom Circle of …(respective circle area). where the services

are provided by Bharti Airtel Limited.

• The customer will be required to fill in the APEF besides furnishing other particulars, as required by

Bharti Airtel Limited to become eligible for subscribing to services rendered by Bharti Airtel Limited.

In the event of any default, on the part of customer as stated above, Bharti Airtel Limited shall be well

within its right to refuse the connection of the said customer and any monies paid shall neither be

credited nor refunded under any circumstances.

• The period of subscription shall commence upon activation of the services and shall be subject to

address verification and all applicable laws, rules, regulations, notifications, orders and directions of

the Government of India, regulatory authorities/courts/ tribunals and other terms and conditions of

this APEF and shall run in concurrence with license agreement.

• The first outgoing call of the customer will be redirected to the Call Center. Activation of the SIM is

only subject to the positive telephonic verification of the customers.

• If, due to any circumstances, the connection is not verified as positive, NO REFUNDS will be processed

in favour of the customer and the documents submitted during applying for such connection shall

remain with Airtel for record purposes.

• The customer must pay to Bharti Airtel Limited all charges for the services including applicable charges

for the value added/supplementary services and other payable charges or levies as published and

notified by Bharti Airtel Limited. It is specifically clarified that, in case of Short Messaging Service (SMS)

the customer shall be liable for the payment of applicable charge as soon as the message leaves

Bharti Airtel Limited’s (SMS) centre.

• Bharti Airtel Limited reserves the right to verify, at any time during the subsistence of the service, any

particulars furnished by the Customer and services provided shall, at all times, be subject to such

verification.

• The grant of connection and subscription to the services is at the sole discretion of Bharti Airtel Limited

and Bharti Airtel Limited reserves the right to reject any application, for any reason and/or without

any liability, whatsoever. The information provided by the customer and/or gathered by Bharti Airtel

Limited shall become Bharti Airtel Limited’s property even if the application is rejected.

• Bharti Airtel Limited will allocate a mobile number at its sole discretion and connect the SIM to the

network and will use all reasonable endeavors to maintain the connection and provide services to the

customer.

• The Airtel Prepaid recharge cards shall be available separately in various denomination(s) on the terms

and conditions as may be specified by Bharti Airtel Limited from time to time. Bharti Airtel Limited

reserves the right to refuse the charging of any card at its sole discretion.

• Air time charges will be as per the prevailing tariff plan applicable for the Airtel Prepaid Card at the

time of usage of the card. Bharti Airtel Limited reserves the right to change the tariff plan applicable

on the Airtel Prepaid Card at any time at its sole discretion with or without notice, subject to TRAI

regulations.

• Service to this SIM card will be discontinued if there is no usage, i.e., no voice calls, outgoing SMS and

data usage for a continuous period of 90 days. No refunds will be given for any unused talk time

balance and validity on the card. Customer will not be able to use this number post disconnection.

• The Airtel Prepaid recharge coupon/balance is non-refundable for cash or non-transferable under any

circumstances.

• The customer hereby understands and accepts that any change in tariff or related terms and

conditions, schemes etc, communicated inter alia through website, App, SMS or USSD etc., shall be

considered valid and proper.

• The mobile connection will be deactivated if there is no voice/ video call (outgoing or incoming) or

an outgoing SMS or a data session (upload or download) or usage of Value Added Services, for a

continuous period of 90 days and in case the main account balance is less than Rs. 20/-, at the

discretion of Airtel. Upon deactivation, all account balances will be forfeited and a grace period of

15 days will be provided within which the subscriber can retain the deactivated number by paying a

fee of Rs. 20/-. If the subscriber main account balance is Rs. 20/- or more, a number retention charge

of Rs. 20/- for every 30 days will be automatically deducted and the non-usage period will be extended

by 30 days.

• The Airtel prepaid Card has an independent tariff plan and has no bearing with on or the tariff plan

of any other subscription/scheme/packages of Bharti Airtel Limited.

• Bharti Airtel Limited may, in its discretion, introduce and charge monthly service charges for the

services being provided to Airtel Prepaid Card any time at its sole discretion, with prior notice, subject

to TRAI regulations and charge the same from the balance amount in customer’s account.

• As per the GSM technical standards, a single short message (SMS) shall contain up to a maximum of

160 characters of user data which can comprise of words, numbers or an alphanumeric combination.

Any SMS containing more than 160 characters or in multiples thereof, would be delivered as a separate

SMS and will be charged accordingly as a separate message as per the tariff applicable.

• The Airtel Prepaid Card comes with pre-activated roaming facility which shall be charged as may be

decided by Bharti Airtel Limited from time to time subject to TRAI regulations, if any.

• In line with TRAI’s regulations, customer who have not availed any data pack, would be provided data

facility only after giving explicit consent on toll-free no. 1925 through SMS & IVR. For starting data

services, customers have to send an SMS ‘Start’ to 1925. An existing customer can de-activate the

data services by sending SMS, ‘Stop’ to 1925.

• Airtel Prepaid Card is valid depending upon the value of the recharge coupon loaded on the SIM.

Bharti Airtel Limited reserves the right to change the validity of its recharge cards of various

denominations lying unsold in the market at any time at its sole discretion without any prior notice,

subject to TRAI regulations.

• Bharti Airtel Limited reserves the right to change or alter at any point of time inter alia the composition

of recharge coupon its validity period, grace period, period to carry forward of unused balance amount

in customer’s account in accordance with applicable TRAI regulations.

• In case of expiry/deactivation, the cellular number may be allotted to another customer at the

discretion of Bharti Airtel Limited in accordance with applicable TRAI regulations and DoT’s

instructions. In no event shall the customer have any lien or right over the cellular number or

associated SIM card.

• The actual credit/calling value as per Bharti Airtel limited’s record shall be played on the interactive

voice response (IVR) system of Bharti Airtel Limited which shall be treated as final and binding on

the customer. Thus deactivation, cancellation, etc., shall be carried out on the basis of the credit as

played on the said IVR system of Bharti Airtel Limited.

• The customer must ensure the safe custody of the card, original receipt, and any important

documents as the same might be required from time to time under different circumstances including

interface with Bharti Airtel Limited.

• In case of lost/misplaced/stolen SIM card, the entire liability of the lost/misplaced/stolen SIM card

will be borne by the customer. Further, it is the customer’s responsibility that he informs Bharti Airtel

of the lost/misplaced/stolen SIM card immediately. In the event that the SIM card has to be replaced

for whatsoever reason, the same shall be done by Airtel on such charges as are fixed by Bharti Airtel

Limited from time to time and only after submission of complaint/FIR along with all other relevant

documents specified by Bharti Airtel Limited in this regard from time to time.

• Upon receipt of request, the information relating to the itemized usage charges showing actual service

usage details in terms of all call data records including value added services, premium rate services

and roaming charges, and their monetary value will be provided to the customer at a reasonable cost

in accordance with the TRAI’s Regulation.

• The mobile number is and shall always remain in the sole and exclusive domain of Bharti Airtel Limited.

The subscriber shall have no claim on the same, at any point of time, for any reason whatsoever. The

subscriber acknowledges that he/she has no interest in the SIM card and therefore is not entitled to

transfer/assign/lease the SIM card(s)/mobile phone numbers to any other person under any

circumstances. The ownership and effective control over the SIM always remain with Bharti Airtel

Limited.

• In the event of consumer roaming out of home network, he/she shall ensure that the equipment

which he/she is using is compatible to the frequency of the visiting network. Under no circumstances

shall Bharti Airtel Limited be responsible or liable in any way for non-provision of roaming services for

any reason whatsoever.

• Bharti Airtel Limited makes all reasonable commercial efforts to have the widest possible network

coverage area possible, however, non-availability of network resources in any area/ during any time

shall not constitute grounds for a valid claim against Bharti Airtel Limited. Customers are requested

to check availability of network coverage prior to any proposed dependence on the same.

• Not all the value added/supplementary services available with Bharti Airtel Limited can be made

available on this connection. The customer shall while be subscribing to the service make inquiries as

to the value added/supplementary services available with Airtel Prepaid Card. Value

added/supplementary services are chargeable only after intimation to the customer and obtaining

his/her explicit content for subscribing/availing the said service. Each value added

service/supplementary service is to be separately applied for.

• The customer shall not use the service for any improper, immoral, unlawful or abusive purpose, or for

sending obscene, indecent, threatening, harassing, un-solicited commercial communication or

messages affecting/infringing upon national or social interest, nor create any damage or risk to Bharti

Airtel Ltd. or its network or customers or any other person natural or legal whomsoever. Any

such infringement or misuse shall under no circumstances be attributed to Bharti Airtel Ltd. and the

customer shall be solely responsible for all such acts. The customer hereby agrees to indemnify and

hold harmless Bharti Airtel Ltd. and its officials/agents from all suits, costs, damages or claim of any

kind arising out of any act or permission or misuse of the service by the customer or any other person

with or without consent of the customer.

• The customer hereby agrees to indemnify and hold Bharti Airtel Ltd. harmless against any claim

against Bharti Airtel Ltd. libel or slander arising out of communications sent or received by customer

on Bharti Airtel Ltd. network. The customer shall also indemnify Bharti Airtel Ltd. for any claim against

Bharti Airtel Ltd. out of any infringement or violation of copyright by the customer or by anyone else

using the mobile connection of the customer.

• Bharti Airtel Ltd. shall not be responsible for any civil or criminal liability incurred by the customer due

to misuse of the service provided by Bharti Airtel Ltd., i.e., any act of commission or omission by the

customer.

• Bharti Airtel Ltd. shall not be liable for any act of commission or omission of any third

party/supplier/manufacturer including any agency/company offering any privilege or benefits to

customers without any specific permission or authority of Bharti Airtel Ltd.

• Bharti Airtel Limited reserves the right to temporarily/ permanently make any or all network resources

unavailable due to technical reasons, for upgrade of network, for repair of network or for reasons of

commercial unavailability and customer shall have no claim against Bharti Airtel Limited with respect

to the same.

• Bharti Airtel Limited reserves the right to terminate the subscription of any customer who is not

competent to enter into any contract under the Indian Contract Act, 1872.

• Any increase/addition/introduction of taxes and or levy of any taxes, duties or any other statutory

charges etc. (present/future) shall be charged to the customer’s account without any notice to him

and shall at all times be deemed to be part of tariff.

• Service quality, functionality, availability and/or reliability may be affected, and/or/Bharti Airtel

Limited is entitled to, without any liability whatsoever to refuse, limit, suspend, vary or disconnect the

service, in whole or in part, at anytime, in its sole discretion, with respect to one/all customers without

any notice, for any reason which is found to be reasonable by Bharti Airtel Limited, including, but not

limited to the following:

• Government’s, TRAI’s rules, regulations, orders, directions, notifications etc., including

changes there to prohibiting and/or suspending the rendering of such Service.

• Transmission limitation caused by topographical, geographical, atmospheric, hydrological

and or mechanical conditions.

• During technical failure, modification, up-gradation or variation, re-location, repair and/or

maintenance of the systems/equipments.

• To combat potential fraud, sabotage, willful destruction, etc.

• If service is used in any manner, which violates any law etc. or adversely affects or interferes

in any manner, the rendering of service by Bharti Airtel Limited.

• Any other reason, which is found to be reasonable by Bharti Airtel Limited warranting

suspension/disconnection.

• Force majeure circumstances (i.e., Acts of God.)

• To assist Bharti Airtel Limited in maintaining the Quality of Service, the customer shall comply with all

applicable legislations and regulations. The customer shall also comply with all instructions issued by

Bharti Airtel Limited from time to time, which relate to the network, the services or matters connected

there to and provide Bharti Airtel Limited with all information and cooperation that Bharti Airtel

Limited may reasonably require from time to time.

• Privacy of communication is subject to Government regulations, the terms of the License Agreement

of Bharti Airtel Limited and other statutory and regulatory orders. Bharti Airtel Limited may be

required to disclose any information or particulars pertaining to the customer to any Authority,

statutory or otherwise, including but not limited to any security agencies and reserves the right to

comply with the directions of such authorities at its discretion and without intimating the customer.

Bharti Airtel Limited reserves the right to share private information of the Customer with any third

parties as may be necessary to ensure provision of services.

• It shall be the sole responsibility of the customer to ensure that the mobile handset is compatible to

the frequency allocated to Bharti Airtel Limited for providing the services in the home network. It is

advised that the customer should have a dual-band handset.

• Foreign National users will be given service period of maximum 90 days or VISA expiry, whichever is

earlier.

• If an individual customer has a total number of nine (09) connections under his/ her name,

irrespective of the service provider, then the customer shall not be granted an additional connection.

In the event it is found that an individual has more than nine connections across operators and

which remained undeclared, Airtel reserves the right to disconnect (with immediate effect) such

additional connections, if any without prior notice to comply with regulatory guidelines/DoT directives

and keep the overall connections equal to 9.

• The customer agrees that all the information provided in the Airtel Prepaid Enrollment form is true

and correct and the customer is solely responsible and liable if the same is found incorrect. Bharti

Airtel Limited reserves the right to cancel the connection and withdraw the service if the information

is found to be incorrect at any point of time and the balance amount on the card will not be refunded.

The customer also agrees to provide further information as and when demanded by Bharti Airtel

Limited and to comply with all directions, guidelines, instructions etc., issued by Bharti Airtel Limited

relating to the network, service and any/all matters, connected to the services of Bharti Airtel Limited.

• The customer must quote his PAN/GIR No. may be quoted till such time the PAN is allotted to him. If

the customer has not been allotted a PAN or does not have GIR No., the customer will make a

declaration in Form 60. In case the customer has agricultural income and does not have any other

taxable income, he will make a declaration in Form 61. Non-residents should alternately furnish a

copy of passport. If this information is not furnished, Bharti Airtel Limited reserves the right to

disconnect the customer, without any prior notice. No refunds shall be made for any outstanding

balance under such circumstances.

• Bharti Airtel Limited shall have the right to transfer or assign and/or delegate all/any part(s) of its

obligations, right and/or duties under this APEF to any party. Such transfer/assignment shall release

Bharti Airtel Limited from all liabilities under this APEF.

• The APEF binds the customers, its hires, executors, administrator, successors and permitted assign

to the terms & conditions of this APEF.

• Bharti Airtel Limited may at its sole discretion vary, alter or amend any term(s) and conditions forming

part of business operations. Bharti Airtel Limited shall also have the right to amend this APEF if this is

necessary for interest of business operations. Bharti Airtel Limited shall also have the right to amend

this APEF if this is necessary for the proper provisioning and conduct of the services or in public

interest or is mandated by any change in the applicable law or regulation or consequent to change in

the terms of the License Agreement granted to Bharti Airtel Limited.

• If any part of this APEF is held invalid, the remaining provision will remain unaffected and enforceable,

except to the extent that Bharti Airtel limited’s rights/obligations under the APEF are materially

impaired. Customer represents that he/she has been fully informed about the service provided by

Bharti Airtel Limited, its specification, requirements, limitations etc., and only thereupon signed the

APEF which is the complete understanding between the parties hereto and it supersedes all

understanding prior to this APEF whether oral or written.

• Bharti Airtel Limited’s contractual right and remedies, as well as these available at law or equity are

independent and cumulative.

• Both parties have understood the terms and conditions mentioned herein and the same have been

explained to the Customer in a vernacular language as well. Parties agree that this APEF along with

these terms and conditions shall constitute a legally binding relationship between the parties.

• In case the customer is company/firm or any subscription it taken in the name of the company/firm,

the APEF shall be duly signed and sealed by its constituted and authorized signatory. Company/firm

shall intimate Bharti Airtel limited in writing immediately in case of any change in the constituted and

authorized signatory.

• The validity, construction and performance of this APEF shall be governed by and interpreted in

accordance with the laws of Republic of India. Only the Courts at ( please refer your respective service

area CAF for this) shall have exclusive jurisdiction in respect of the subject matter of the APEF.

• No free or discounted voice call/ SMS will be available to existing/ new customers who subscribed to

or have subscribed to voice or SMS packs/ promotional offers on the customary/ festival days

(Blackout days). On these days, normal SMS rates of Re.1 for Local SMS, Rs.1.5 for National and Rs 5

for International SMS and voice call rate of customer tariff plan will apply between 00.00hrs to

24.00hrs. For complete details please visit your nearest Airtel relationship centre (ARC) or refer our

website www.Airtel.in or call 121.

• As per TRAI regulation, customer can send a maximum of 100 SMSs per day at discounted rate.

Thereafter, customer should pay at-least 50 aisep for each SMS beyond 100

SMS in a day.

 If customer’s number is reported/found to be used for unsolicited promotional activities, all numbers

for same name & address shall be disconnected in accordance with applicable TRAI regulations. The

name & address shall be blacklisted for next 2 years & subscription denied. The number will be

recycled as per the Recycle Policy but the customer shall be denied subscription as per the prevailing

guidelines at that point of time. Customers should be registered for telemarketing and use designated

telemarketing series numbers/SMS resources for promotional calls/SMS.

 TRAI has issued the Telecom Commercial Communication Customer Preference Regulations (“TCCCP

Regulations”). Customers are required to comply with new framework on distributed ledger

technology (“DLT”) introduced by TRAI.

• National Customer Preference Register (Do-Not-Disturb Registry)

• Registration or changing preference in the Do-not-Disturb Registry can be done via our website

www.airtel.in/dnd or via the 1909 IVR (toll free) or by sending an SMS “Start <option>” for

preference based SMS-only communication, or SMS “Start 0” for fully blocking, to 1909. The

preference options are 1 for Banking/Insurance/Financial products/Credit Cards, 2 for Real Estate,

3 for Education, 4 for Health, 5 for Consumer goods & automobiles, 6 for

communication/Broadcasting/Entertainment/IT and 7 for Tourism & Leisure. The customers may

also send a request by way of an email to 1909@airtel.com from their registered email address.

• Post registration of preference(s), confirmatory SMS shall be sent to the customer along with

unique registration number.

• To de-register from the Do-Not-Disturb Registry, kindly Call 1909 IVR (toll free) or send SMS “ Stop

<option> for deregistering from subscribed preference(s), or “Stop 0” for complete deregistration

from the Do-Not-Disturb Registry, to 1909(toll free). The customers may also send a request

by way of an email to [email protected]om from their registered email address.

• Registration/preference change/deregistration in the TRAI’s Do-Not-Disturb Registry shall be

effective within 7 days from the date of submission of registration/preference

change/deregistration request with airtel.

 For registering DND complaints, DND-subscribers may use the following channels:

 DND complaints form available at http://www.airtel.in/dnd.

 email to [email protected] with date of call/SMS, telemarketer number and brief context of the

call/SMS.

 SMS <Brief description of the promotion>, telemarketer number/Sender ID and date, to 1909.

 Call 1909 (toll free) and speak to a Customer Care Executive.

• Mobile Number Portability (MNP) to begin with MNP, customer needs to generate UPC (Unique

Porting Code) by sending SMS to 1900. UPC is an alphanumeric code allocated, upon request, by a

mobile operator to its subscriber for the purpose of facilitation of porting of his/her mobile number

to another operator. SMS to be sent: PORT <your Mobile Number> to 1900. Operator SMS charges

will be applicable. TRAI issued Telecommunication Mobile Number Portability (Seventh Amendment)

Regulations, 2018 (“MNP Seventh Amendment Regulations”). The salient points of the MNP Seventh

Amendment Regulations are as below:

 All the cases except corporate porting cases; the generation & delivery of Unique Porting Code

(UPC) has been provisioned to establish a query response mechanism to enable the Mobile

Number Portability Service Provider (MNPSP) to query the database of the Donor Operator on

real time basis to obtain the response for the queries. Based on the result of queries made by

MNPSP and fulfilment of other prescribed conditions, the allocation and delivery of UPC shall be

ensured by MNPSP.

 Every Access Provider shall set up, in its mobile network, a mechanism for the purpose of receiving

SMS from its subscribers requesting for a UPC and forwarding the same to the Mobile Number

Portability zone to which the mobile number belongs.

 The porting timeline of two working days has been provisioned for the requests of Intra-Licensed

Service Area (Intra-LSA) numbers except the requests made under corporate category and the

timelines of four working days has been provisioned for all the porting requests of Inter-Licensed

Service Area (Inter-LSA) numbers and there is no change in the porting timelines for corporate

category.

 The validity of UPC has been kept four days in place of 15 days earlier for all LSAs except for the

LSAs of Jammu & Kashmir, Assam and North East for which the validity of UPC remains unchanged.

Terms & Conditions for providing Postpaid Mobile and Fixed Line Services:

The under mentioned terms and conditions apply to all telecom services provided by Bharti Airtel

Limited.

Definitions

• ‘Bharti Airtel limited’ or ‘Airtel’ means a company incorporated under the provisions of

Companies Act, 1956, having its registered office at Airtel Centre, Plot No. 16, Udyog Vihar, Phase

IV, Gurugram – 122015, Haryana, India

• ‘Customer’ shall mean a person (including any entity or association of persons) who has

subscribed to the Services after completing the required formalities i.e. making necessary

payments etc. and has had them activated on Airtel’s Network. Mere execution of the CRF shall

neither constitute person to be a customer/subscriber or consumer of Airtel;

• ‘Customer Equipment’ shall mean any equipment not provided by Airtel;

• ‘Customer Premises Equipment’ or ‘CPE’ shall mean and include the telephone instrument,

modem, routers, batteries, all software, hardware and any other equipment/accessories included

with it and supplied (but not sold) by Airtel;

• ‘Customer Relationship Form’ or ‘CRF’ shall mean the non-transferable form appended herewith,

which has been filled and executed by the Customer for subscribing to the Service;

• ‘Network’ shall mean Airtel’s telecommunication network in the concerned telecom circle

through which Services are or would be made available to the Customer;

• ‘Relationship Period’ shall mean the period commencing upon activation of the Services and shall

run in concurrence with the license agreement under which Airtel is authorized to provide

Services within the Network (’License Agreement’), unless otherwise terminated;

• ‘Services’ shall mean all telecom services provided by Airtel to its Customer which, inter-alia shall

include mobile, internet, fixed line telephone, value added services (VAS) and/or any

supplementary/additional services made available to the Customer;

• ‘Subscriber Identification Module’ or ‘SIM’ shall mean a non-transferable activation device, being

a card or programmed microchip, provided and owned by Airtel to enable the mobile Customer

to gain access to the Network of Airtel;

• ‘Tariff’ shall mean all the rates, fees, charges, etc. and related conditions including but not limited

to activation fee, usage charges, levies, deposits, advances and service charges including service

tax and any other statutory outgoings under the tariff schedule as notified by Airtel for providing

Services.

1. Reservations

Airtel reserves the right;

• to seek and /or verify the particulars including financial information provided by the Customer,

either by itself or from independent sources;

• to reject any CRF, in case the particulars provided therein are incomplete, incorrect or for any

other legally just and valid reason. The information provided by the Customer / gathered by Airtel

shall become Airtel’s property even if CRF is rejected and Airtel may use the said data for any

lawful purpose, subject to the applicable laws and regulations;

• to amend the present terms & conditions for the proper provisioning of services or to comply with

the applicable laws and regulations.

2. Services

• Services will be provided within a reasonable time, on receipt of duly completed CRF. Airtel will

use all reasonable endeavours to provide and maintain Service(s) during the Relationship Period.

• Airtel has the right to predetermine, prefix or refix the credit limit for the usage of Services availed

by the Customer based on its internal credit rating. In the event of exceeding of the credit limit,

Customer shall be liable to make interim payment forthwith for the Services availed including

rentals failing which Airtel reserves the right to totally or partially disconnect/suspend the

Services.

• Quality, functionality, and/or availability of the services, may be affected. Airtel, without any

liability, whatsoever, is entitled to refuse, limit, suspend, vary or disconnect the Services at any

time, for any reasonable cause, including, but not limited, to the following:-

i. Any violation of applicable rules, regulations, orders, directions, notifications, conditions of

License Agreement etc. issued by the Government/Telecom Regulatory Authority of India

("TRAI") etc;

ii. Any discrepancy in the particular(s) provided by the Customer;

iii. If the Customer is in default (including past defaults) in making payment for the Services or

for any other telecom service provided by Airtel;

iv. During technical failure, modification, up-gradation, variation, relocation, repair and/or

maintenance of the system/equipment;

v. To combat potential fraud, sabotage, willful destruction, national security or for any other

force majeure reasons etc;

vi. Transmission limitation caused by topographical, geographical, atmospheric, hydrological

and/or mechanical or electronic constraints/limitations and/or availability of suitable

cellsites;

vii. If services are used in violation of any law, rule/regulation;

viii. Interconnection failure between Airtel and other service provider/s;

ix. Any other reason, which is found to be reasonable by Airtel warranting

limiting/suspension/disconnection of Services.

• Airtel shall allocate a telephone/mobile number and/or broadband ID at its sole and absolute

discretion. The said number/ID shall remain in the exclusive domain of Airtel and the Customer

is entitled to use the same only during the Relationship Period. Upon termination of the

Relationship Period, Airtel shall have the right to allocate the said number/ID to any other

Customer. It is made clear that the ownership and right over the allocated number/ID shall vest

with Airtel in its sole discretion can alter/change the same for any reason whatsoever, including

but not limited to any directive of government/quasi government authority. DoT, TRAI, technical

reason etc.

• All discounts/special benefits/scheme(s) pertaining to the Services shall be as per the terms and

conditions as may be specified by Airtel.

• For postpaid customers, in case of Short Messaging Services (SMS) the Customer shall be liable

for the payment of applicable charge as soon as the message reaches the switch/leaves the

Network of Airtel.

• As per the GSM technical standard, a single short message (SMS) shall contain up to a maximum

of 160 characters of user data which can comprise of word or alphanumeric combination. Any

SMS containing more than 160 characters or in multiples thereof, would be delivered as a

separate SMS will be charged accordingly as separate message as per tariff applicable.

• For postpaid customers, in line with TRAI’s regulations, customer who have not availed any data

pack, would be provided data facility only after giving explicit consent on toll-free no. 1925

through SMS & IVR. For starting data services, customers have to send an SMS ‘Start’ to 1925.

An existing customer can de-activate the data services by sending SMS, ‘Stop’ to 1925.

3. Billing, Payment and Security Deposit

 Airtel shall bill the Customer as per the billing cycle which shall run on the frequency as may be decided

by Airtel from time to time. Taxes shall be as per applicable law.

 Bills will be sent to registered email id or at the billing address of the Customer as mentioned in the CRF.

In case of non-delivery of bill due to incorrect address/ email id, shall be the responsibility of the

Customer to update the same at airtel end and also settle the outstanding dues on time.

 All payments are to be made by the prescribed due date. All non-cash payments are subject to realization.

Payment beyond due date shall entail late fees as prescribed by Airtel from time to time and taxes

thereon. The same shall be payable from the due date till actual realization of payment.

 Customer must pay all the dues in full, without any deduction, set-off or withholding in respect of

Services availed by him. However, in case of any disputes(s) regarding the change(s) levied,

 Customer shall intimate Airtel in writing within 2 months (Sixty days) of receipt of the bill(s). Customer

shall also pay full amount of disputed charges, if any, irrespective of any pending dispute(s). However, no

waiver by Airtel to the Customer shall, in any event, become effective unless the same is in writing and

such waiver shall be effective for the limited and specific instance described and for the purpose that the

waiver is given.

 Airtel may be collecting refundable Security deposit for some category of product / services. Customer

shall deposit such amount as interest free security deposit. Airtel reserves the right to forfeit/adjust/apply

the said security deposit in full or in part satisfaction of any sum which may be due from the Customer to

Airtel at any time. Customer shall continue to be liable for balance, if any, Airtel may call for additional

security deposit for Services made available to the Customer.

 Airtel in accordance with TRAI guidelines/regulations is entitled to charge, vary, add, withdraw any

services and/or to vary the Tariff on these services and/or make any stage chargeable which is not initially

or at any stage chargeable.

 Upon delay/non-payment of bills beyond the due date or non-deposit of any applicable fee, charge or

deposit, or any increase thereof, Airtel reserves the right to totally or partially disconnect the services of

such customer. For restoring the Services, the Customer shall have to apply for reactivation of the

connection, after making the due payment and the applicable restoration charges.

4. Customer’s Obligation

• If the SIM/CPE is lost or stolen, the Customer shall forthwith inform Airtel. This notification shall

authorize Airtel to suspend all or any part of the Services and/or disconnect the Services. Airtel

reserves the right to charge the customer for all losses, damages and costs accrued to be or

incurred by Airtel for any unauthorized use and replacement of the SIM.

• Customer shall not use the Services for any unlawful, immoral or abusive purposes in violation or

derogation of any law/rule or regulation or statutory directive or order for the time being in force

or against any public policy or for sending/receiving obscence, threatening, harassing

message/communications or sending messages or communications that affect national interest,

or create any damage or risk to Airtel or its Network/equipments/call centre and/or other

Customer(s). Any violation or misuse by Customer shall under no circumstances be attributed to

Airtel and the Customer shall be solely responsible for all such acts or omissions.

• Customer shall intimate Airtel about change in address, if any, in writing along with such proof, as

may be deemed necessary by Airtel.

• Customer shall not use the Services as a 'OSP' (Other Service Provider) or for the purposes of

telemarketing. directly or indirectly, without submitting to Airtel the required

approvals/registration from relevant authorities.

• Unless specifically allowed by Airtel, the Customer shall not change the configuration of its EPBAX

set during installation or any time subsequent thereof by way of which any of the undermentioned

possibility could arise.

(i.) Any setting in the EPBAX resulting in only the Pilot number being transmitted irrespective of

the extension (Directory Number) from which the call is originating.

(ii.) Any setting in the EPBAX resulting in incomplete extension (Directory Number) being

displayed. Thereby meaning that a lesser number of digits are either allotted or displayed.

(iii.) The Customer shall provide a certificate from the EPBAX Equipment Vendor (wherever

specially sought by Airtel) that the software has not been tampered in violation of the

National Numbering Plan specified by DoT.

(iv.) In case the Customer wishes to use the EPBAX with private network & PSTN, they must have

proper authorisation from DoT/TRAI and must ensure that the separation of traffic is done

through logical partitioning.

5. Confidentiality

Privacy of communication is subject to the terms of the License Agreement of Airtel with DoT and

other statutory and regulatory notifications/directives etc. The Customer specifically agrees that

in order to facilitate Airtel to provide Services, Airtel may be required to disclose any information

or particulars pertaining to the Customer to any authority, statutory or otherwise, including by

not limited to any debt collection agency, credit reference agency, security agency, and reserves

the right to comply with the directions of such authorities at its discretion and without intimating

the Customer.

6. Ownership

• The Customer shall have no title and/or ownership and/or interest in the SIM and/or the CPE and

therefore shall not be entitled to transfer/assign/lease and/or otherwise part with the same under

any circumstance. The ownership and effective control over the SIM/CPE shall always remain with

Airtel. The Customer shall return the SIM/CPE immediately on termination of the Relationship

Period. The Customer shall not claim any charge or lien on the SIM, CPE, even if any dispute is

pending between the Customer and Airtel. Customer shall be responsible for the maintenance

and upkeep of the CPE subject to normal wear and tear.

• All CPE, provided (but not sold) by Airtel shall always remain absolute property of Airtel. The

Customer shall only have limited right to use the custody of the equipment or other

equipment/accessories during the enrolment period.

• The CPE has been provided to the Customer in order to facilitate Airtel to exclusively use the same

for rendering its Services. The Customer shall not deal with the CPE independent of Airtel in any

manner whatsoever.

• Customer shall neither shift the CPE nor transfer the same in any manner. In case the Customer

fails to comply with the terms and conditions of enrolment, Airtel reserves the right to lift or

remove the CPE from the Customer's premises and terminate the enrolment without any liability

whatsoever on its part.

• Airtel reserves the right to visit the premises of the customer where CPE is installed/SIM taken

to check for the bonafide usage of the services provided after giving a reasonable notice to the

Customer.

• Further, acceptance of bill payments by Airtel from a person other than the Customer does not

mean acceptance of transfer/assignment/lease of any rights or obligation of the Customer to such

person making the payment.

• This relationship envisages a pure and simple service agreement and it is categorically understood

that the Customer shall not have any interest or domain over the Network and the technology

utilized by Airtel to provide services. There is no intention of sale or transfer of right to use in any

manner whatsoever.

7. Roaming Guidelines

• Airtel reserves the right to provide roaming facility on such Tariff as may be decided by Airtel from

time to time within the realm of TRAI guidelines/rules/regulations.

• While roaming out of the Network, the Customer shall ensure that the cellular mobile handset is

compatible to the frequency of the visiting network and Airtel shall not be liable for non-availing

of Services on account of such non-compatibility. Roaming facility shall be subject to interconnect

agreements/arrangements of Airtel with other telecom operators operating in other networks.

• Roaming Tariff may differ from operator to operator. Applicable operator specific tariff(s) will be

charged from the Customer. Details of tariff may be obtained from Customer Care (by calling 121)

or visiting the website www.Airtel.in

• Customer can avail VAS while roaming outside the Network, provided the respective roaming

operator's network supports the same. Applicable operator specified tariffs will be charged for

these Services.

• In the event of international roaming, the call details will be passed on to the Customer on request

on such conditions as Airtel may prescribe, subject to the availability of the same with Airtel from

the respective international operator. The Customer shall not raise any dispute unless as provided

for in this CRF with regard to the calls, caller line identification, etc. and shall make payment

within specified time as per the bills raised by Airtel, without any protest or

demur. The completion of call in roaming locations is subject to the call being transferred

effectively by the applicable operator.

8. Disclaimer of Liability

• Airtel makes no express or implied warranty, guarantee, representation or undertaking

whatsoever regarding the Services, which are not expressly mentioned herein.

• Airtel shall not be responsible for any acts or omissions of any third party including franchisees/

dealers/ distributors/ retailers etc., with regard to scheme(s) which are not expressly authorized

by Airtel.

• Airtel shall not be liable to the Customer for any delays, loss of business, profit, revenue or

goodwill, anticipated savings, use of contracts, damages, fees, costs, expense, orders, judgment,

etc. or for any indirect or consequential loss, howsoever, it arises for or on account of

unavailability/ usage of Services or otherwise.

• Airtel shall not be liable to the Customer for injuries or damages resulting from omissions,

interruptions, delays, errors in transmission, failures or defects in equipment, or any other cause

including but not limited to the failure to transmit, which are connected with incidents of fire,

explosion, war, riots, strikes, lockouts, picketing, boycotts, and cause originating in the facilities

or operations of other telecom or allied service providers and other reasons or causes beyond the

control of Airtel or for any reason whatsoever.

• The terms and conditions herein shall be subject to the notification/guidelines issued by TRAI and

DoT, from time to time.

9. Additional T&Cs for Telemedia (Fixed Line) Services

• The DSL/Broadband speed available to the Customer is the maximum prescribed speed for which

the Customer is entitled and Airtel does not hold out any assurance that the said speed shall be

maintained at all time and the same may vary depending upon the Network congestion, technical

reasons or any other unavoidable circumstances.

• It is clearly understood that installation of broadband and/or fixed lines services require several vital

and time consuming activities, inter-alia, including laying down of cable, proper wiring of the

area/premises, allocation of tag in the switch, other technical requirements etc. and therefore Airtel

does not prescribe or hold out any fixed timeline after execution of the CRF, during which the said

Services shall be activated. Airtel shall endeavour to activate the Service within reasonable time and

it is expressly agreed that the person executing the CRF shall not be entitled to raise any claim or

action or damages of whatsoever nature on account of delay in activation of Services and the

Customer shall only be entitled to refund of the initial amount paid by the Customer.

• With a view to give all Customers optimum Service, the Tariff plans offered by Airtel shall be subject

to Fair-Usage policy as formulated and implemented by Airtel from time to time.

10. Mobile Number Portability for postpaid customers

• To begin with MNP, customer needs to generate UPC (Unique Porting Code) by sending SMS to 1900.

UPC is an alphanumeric code allocated, upon request, by a mobile operator to its subscriber for the

purpose of facilitation of porting of his/her mobile number to another operator. SMS to be sent: PORT

<your Mobile Number> to 1900. Operator SMS charges will be applicable. TRAI issued

Telecommunication Mobile Number Portability (Seventh Amendment) Regulations, 2018 (“MNP

Seventh Amendment Regulations”). The salient points of the MNP Seventh Amendment Regulations

are as below:

 All the cases except corporate porting cases; the generation & delivery of Unique Porting Code

(UPC) has been provisioned to establish a query response mechanism to enable the Mobile

Number Portability Service Provider (MNPSP) to query the database of the Donor Operator on

real time basis to obtain the response for the queries. Based on the result of queries made by

MNPSP and fulfilment of other prescribed conditions, the allocation and delivery of UPC shall be

ensured by MNPSP.

 Every Access Provider shall set up, in its mobile network, a mechanism for the purpose of receiving

SMS from its subscribers requesting for a UPC and forwarding the same to the Mobile Number

Portability zone to which the mobile number belongs.

 The porting timeline of two working days has been provisioned for the requests of Intra-Licensed

Service Area (Intra-LSA) numbers except the requests made under corporate category and the

timelines of four working days has been provisioned for all the porting requests of Inter- Licensed

Service Area (Inter-LSA) numbers and there is no change in the porting timelines for corporate

category.

 The validity of UPC has been kept four days in place of 15 days earlier for all LSAs except for the

LSAs of Jammu & Kashmir, Assam and North East for which the validity of UPC remains

unchanged.

•

11. Severability

If any part/clause of their CRF becomes illegal, invalid or unenforceable, that part/clause shall be

ineffective to the extent of such invalidity or un-enforceability only without in any way affecting the

validity or enforceability of the remaining parts of said provision/clause or any other clause/provision

of this CRF.

12. Jurisdiction

The courts at …(Please refer the respective circle area CAF for this)……… shall have exclusive

jurisdiction in respect of the subject matter of the CRF.

• National Customer Preference Register (Do-Not-Disturb Registry)

 Registration of preference in the Do-not-Disturb Registry can be done via our website www.airtel.in/dnd or

via the 1909 IVR (toll free) or by sending an SMS “FULLY BLOCK”. The preference options are 1 for

Banking/Insurance/Financial products/Credit Cards, 2 for Real Estate, 3 for Education, 4 for Health, 5 for

Consumer goods & automobiles, 6 for communication/Broadcasting/Entertainment/IT and 7 for Tourism &

Leisure 8 Food Beverages. The customers may also send a request by way of an email to 190[email protected]

from their registered email address.

 Post registration of preference(s), confirmatory SMS shall be sent to the customer along with unique

registration number.

 To de-register from the Do-Not-Disturb Registry, kindly Call 1909 IVR (toll free) or send SMS “UNBLOCK ALL”

to 1909 for deregistering from subscribed preference(s). The customers may also send a request by way of

an email to 190[email protected]m from their registered email address.

 Registration/preference change/deregistration in the TRAI’s Do-Not-Disturb Registry shall be effective

within 01 day from the date of submission of registration/preference change/deregistration request with

airtel.

 If customer’s number is reported/found to be used for unsolicited promotional activities, all numbers for

same name & address shall be disconnected. The name & address shall be blacklisted for next 2 years &

subscription denied. The number will be recycled as per the Recycle Policy but the customer shall be denied

subscription as per the prevailing guidelines at that point of time. Customers should register for

telemarketing with the TRAI and use designated telemarketing series numbers/SMS resources for

promotional calls/SMS.

 For registering DND complaints, DND-subscribers may use the following channels:

 DND complaints form available at http://www.airtel.in/dnd.

 Email to 1909@airtel.com with date of call/SMS, telemarketer number and brief context of the call/SMS.

 SMS <Brief description of the promotion>, telemarketer number/Sender ID and date, to 1909.

 Call 1909 (toll free) and speak to a Customer Care Executive.

Valid documents which can be enclosed

1. Proof of identity: Aadhaar card, Passport, Arms License, Driving License, Income Tax Pan Card, Photo Credit

Card/Debit Card (with photo), Smart Card/Dependent Card (issued by Defense).

2. Proof of Address: Aadhaar card, Passport, Arms License, Driving License, Ration Card, Water Bill (Not Older than 3

months). Telephone Bill of a Fixed line (Not Older than 3 months), IT Assessment Order.

For updated list please visit www.Airtel.in.

Quality of Service parameters specified by the TRAI:-

Wireline services:

Serial Number

Name of Parameter

Benchmark

Averaged

over a period

(i)

Fault incidences (No.

of faults/100

subscribers /month)

≤ 7

One Quarter

(ii)

Fault repair by next

working day

For urban areas:

By next working day: ≥ 85% and within

5 days: 100%.

For rural and hilly areas:

By next working day: ≥ 75% and within

7 days: 100%.

Rent Rebate:

Faults pending for >3 days and ≤7

days: Rent rebate for 7 days.

Faults pending for >7 days and ≤15

days: Rent rebate for 15 days.

Faults pending for >15 days: rent

rebate for one month.

One Quarter

(iii)

Mean Time To Repair

(MTTR)

≤ 10 Hrs

One Quarter

(iv)

Point of

Interconnection (POI)

Congestion (on

individual POI)

≤ 0.5%

One month

(v)

Metering and billing

credibility – post paid

Not more than 0.1% of bills issued

should be disputed over a billing cycle

One Billing

Cycle

(vi)

Metering and billing

credibility –- pre-paid

Not more than 1 complaint per 1000

customers, i.e., 0.1% complaints for

metering, charging, credit, and validity

One Quarter

(vii)

Resolution of billing/

98% within 4 weeks and 100% within 6

One Quarter

charging complaints

weeks

(viii)

Period of applying

credit/ waiver/

adjustment to

customer’s account

from the date of

resolution of

complaints

within 1 week of resolution of

complaint

One Quarter

(ix)

Response Time to the customer for assistance

(a) Accessibility of call centre/

customer care

≥ 95%

One Quarter

(b)Percentage of calls answered by

the operators (voice to voice) within

90 seconds

≥ 95%

One Quarter

(x)

Termination/ closure of service

(a) %age of requests for

Termination/ Closure of service

complied within 7 days

100% within 7 days.

One Quarter

(b) Time taken for refund of deposits

after closures

100% within 60 days.

One Quarter

Mobile services:

Serial Number

Name of Parameter

Benchmark

Method and

Assessment Period

Network Service Quality Parameters:

(i)

Network Availability

(a) Base Station Accumulated

downtime (not available for

service)

≤ 2%

On average basis

over a period of

One Quarter

(b) Worst affected Base Station due

to downtime

≤ 2%

On average basis

over a period of

One Quarter

(ii)

Connection Establishment (Accessibility)

(a) Call Set-up Success Rate and

Session Establishment Success Rate

≥ 95%

On average basis

over a period of

for Circuit Switched Voice or VoLTE

as applicable (within licensee's own

network)

One Quarter

(b) SDCCH/ Paging Channel

Congestion / RRC Congestion

≤ 1%

On average basis

over a period of

One Quarter

c) TCH, RAB and E-RAB Congestion

≤ 2%

On average basis

over a period of

One Quarter

(iii)

Connection Maintenance (Retainability)

(a) Network QoS DCR Spatial

Distribution Measure [Network

_QSD(90,90)]

≤ 2%

On percentile basis

over a period of

One Quarter

(b) Network QoS DCR Temporal

Distribution Measure

[Network_QTD(97,90)]

≤ 3%

On percentile basis

over a period of

One Quarter

quality, Circuit Switched Voice

Quality and Voice over LTE (VoLTE)

quality

≥ 95%

On average basis

over a period of

One Quarter

d) DL Packet Drop Rate

≤ 2%

On average basis

over a period of

One Quarter

(e) UL Packet Drop Rate

≤ 2%

On average basis

over a period of

One Quarter

(iv)

Point of Interconnection (POI)

Congestion (on individual POl )

≤ 0.5%

On average basis

over a period of

One Quarter

Customer Service Quality Parameters:

(i)

Metering and billing credibility -

post paid

Not more than

0.1% of bills issued

should be disputed

over a billing cycle

On average basis

over a period of

One Billing Cycle

(ii)

Metering and billing credibility - pre

paid

Not more than 1

complaint per 1000

customers, i.e.,

0.1% complaints

On average basis

over a period of

One Quarter

for metering,

charging, credit,

and validity

(iii)

Resolution of billing/charging

complaints

>98% within 4

weeks and 100%

within 6 weeks

On average basis

over a period of

One Quarter

(iv)

Period of applying credit/ waiver/

adjustment to customer’s account

from the date of resolution of

complaints

within 1 week of

resolution of

complaint

On average basis

over a period of

One Quarter

(v)

Response time to the customer for assistance

a) Accessibility of call centre/

customer care

≥ 95%

On average basis

over a period of

One Quarter

b) Percentage of calls answered by

the operators (voice to voice)

within 90 seconds

≥ 95%

On average basis

over a period of

One Quarter

(vi)

%age requests for Termination /

Closure of service complied

100% within 7 days

On average basis

over a period of

One Quarter

(vii)

Time taken for refund of deposits

after closures

100% within 60

days

On average basis

over a period of

One Quarter

Wireline Broadband Services:

Serial Number

Name of Parameter

Benchmark

Method and

Assessment Period

(i)

Service Activation/Provisioning

100% in =<15

working days

On average basis over a

period of One month

(ii)

%age of faults repaired by next

working day

>90%

On average basis over a

period of One month

(iii)

%age of faults repaired within

3 working days

≥ 99%

On average basis over a

period of One month

(iv)

Billing Performance

(a) %age of bills disputed

<2%

On average basis over a

period of One month

(b) %age of complaints

resolved within 4 weeks

100% within 4

weeks

On average basis over a

period of One month

refund of deposits is made

within 60 days of closures

100% within 60

days

On average basis over a

period of One month

(v)

Response time to the customer for assistance

%age of calls answered by

operator (Voice to voice)

within 60 sec

>60%

On average basis over a

period of One month

%age of calls answered by

operator (Voice to voice)

within 90 sec

>80%

On average basis over a

period of One month

(vi)

Bandwidth utilisation/throughout

(a) %age International

bandwidth utilisation during

peak hours (TCBH)

<90%

On average basis over a

period of One month

(b) Broadband Connection

Speed available (download)

from ISP node to user

>80%

On average basis over a

period of One month

(vii)

Service Availability / Uptime (for all users)

Service availability/uptime (for

all users) in %age

>98%

On average basis over a

period of One quarter

Packet loss (for wired

broadband access) in %age

<1%

On average basis over a

period of One quarter

(viii)

Network latency

User reference point at

POP/ISP Gateway node to

IGSP/NIXI

<120 msec

On average basis over a

period of One month

User reference point at ISP

Gateway Node to International

nearest Nap Port abroad

(Terrestrial)

<350 msec

On average basis over a

period of One month

User reference point at ISP

Gateway Node to International

<800 msec

On average basis over a

nearest NAP port abroad

(Satellite)

period of One month

Wireless Data Services:

Serial Number

Name of Parameter

Benchmark

Method and

Assessment Period

(i)

Service Activation/Provisioning

Within 4 hrs with

95% success rate

On average basis over a

period of One month

(ii)

Successful data transmission

download attempts

>80%

On average basis over a

period of One month

(iii)

Successful data transmission

upload attempts

> 75%

On average basis over a

period of One month

(iv)

Minimum download speed

To be measured for

each plan and

reported to TRAI

On average basis over a

period of One month

(v)

Average Throughput for

Packet data

>75% of subscriber

speed

On average basis over a

period of One month

(vi)

Latency

Data <250 ms

On average basis over a

period of One month

(vii)

PDP Context Activation

Success Rate

> 95%

On average basis over a

period of One month

(viii)

Drop rate

≤ 5%

On average basis over a

period of One month

 Activating your phone connection : Within three days of receiving your completed

application along with all requisite documentation;

 Termination of Connection : Within 7 days ;

 *Resolving your billing complaints/queries -All billing complaints will be resolved within four

weeks;

 Refunds/roll-backs All refunds and roll-backs will be conducted within one week from date

of resolution of complaints;

 Refunding your deposits (Refundable components) after resolution of outstanding charges

Within sixty days after disconnection/termination;

* There may be some complaints which may take more than 3 days to resolve due to inherent reasons

and necessary investigations required for resolution.

Details about equipment offered to the consumer

Not applicable. No equipment is offered in mobile services except, SIM card. In Fixed Line services,

Customer Premises Equipment (CPE) is offered to customers. For details, please refer terms & conditions

above.

Rights of consumers under various regulations and duties and obligations of Airtel

Mobile Number Portability

 The Customer has the right to retain the same number while moving from one mobile service

provider to another under the Telecommunication Mobile Number Portability Regulations, 2009.

 The Customer is allowed to move to another mobile Service Provider only after 90 days of the

date of activation of mobile connection or from the date of last porting of mobile number,

whichever is applicable.

 Customer can cancel his port-in request within 24 hours from the time of port request submission.

However, the port fee will not be refunded.

 All the cases except corporate porting cases; the generation & delivery of Unique Porting Code

(UPC) has been provisioned to establish a query response mechanism to enable the Mobile

Number Portability Service Provider (MNPSP) to query the database of the Donor Operator on

real time basis to obtain the response for the queries. Based on the result of queries made by

MNPSP and fulfilment of other prescribed conditions, the allocation and delivery of UPC shall be

ensured by MNPSP.

 Every Access Provider shall set up, in its mobile network, a mechanism for the purpose of receiving

SMS from its subscribers requesting for a UPC and forwarding the same to the Mobile Number

Portability zone to which the mobile number belongs.

 The porting timeline of two working days has been provisioned for the requests of Intra-Licensed

Service Area (Intra-LSA) numbers except the requests made under corporate category and the

timelines of four working days has been provisioned for all the porting requests of Inter-Licensed

Service Area (Inter-LSA) numbers and there is no change in the porting timelines for corporate

category.

 The validity of UPC has been kept four days in place of 15 days earlier for all LSAs except for the

LSAs of Jammu & Kashmir, Assam and North East for which the validity of UPC remains unchanged.

Value Added Services

 The service provider cannot provide any chargeable value added service without the explicit

consent of a customer.

 Any value added service, which was earlier being provided free of charge shall not be chargeable

without his explicit consent.

 No chargeable value added service shall be activated through pressing of a single key in the

telephone set / mobile handset.

 In case the subscriber seeks to unsubscribe the value added service within 24 hours from the time

of its activation on the ground that the subscription was unintentional or accidental, the service

provider shall unsubscribe such value added service and reimburse or credit to the customers’

account the charges, if any, deducted or levied for subscription to such value added service.

 The service provider shall inform subscriber at least 3 days before the due date of renewal of a

subscribed value added service, the due date for renewal, the charges for renewal and the toll

free telephone number for unsubscribing of such value added service.

 Customer can stop VAS subscription by sending SMS “STOP” (toll free) to 155223 and select the

service he/ she wish to deactivate. Or, call 155223 (toll free), listen to the services you currently

live on and select the one he/ she wish to deactivate.

Important General Information:

 Customer for assistance can email us at [email protected] or call us at Customer Care Number/

General Information Number 121(0.50p/3min for agent assistance) for queries/ information and

Customer Complaint Number 198 (toll free) for complaints. Customer can also contact us through

our website- www.Airtel.in

 In case Customer do not get any satisfactory response, he/she can highlight the matter to our

appellate authority at numbers mentioned above or email id mentioned. Working hours 9:30am

to 6:30pm, Monday to Friday.

 To avoid unwanted telemarketing calls, Customer can register mobile number in ndnc registry -

call 1909 or send sms "start dnd" on 1909.

 To change “correspondence address” in our records, Customer can send us an email at

[email protected]m or call at Customer Care Number/ General Information Number 121 (0.50p/3min

for agent assistance) or visit any of our Airtel relationship centers.

 Customer by paying bills on time would ensure a good credit limit and uninterrupted services.

Customer is required to make the payments by the due date to ensure that late fee charges

are not levied. Late payment charges applicable on non- payment of bill on or before due date –

Rs.100 or 2% of invoice value whichever is higher subject to maximum dues of Rs 300.

 Credit limit is the sole discretion of the Bharti Airtel Limited, Customer’s credit limit is just an

indicator of Customer’s monthly usage and in the event of Customer’s usage exceeds the given

credit limit, Customer would be required to pay for all calls and services obtained even beyond

the stated limit.

 Please note that a single short message (sms) contains a maximum of 160 characters including

spaces. Any sms containing more than 160 characters, or multiples thereof, is delivered as

separate sms and is charged as per the number of sms delivered.

 No migration fee is chargeable for migration to any bill plan.

 No increase permissible in any item of the tariff for a period of 6 months from the date of

enrolment under a tariff plan.

 No charge will be levied for any value added service without the customer’s explicit consent

 In case of permanent disconnection security deposit will be refunded to the Customer within 60

days of disconnection, failing which Customer shall be paid an interest at the rate of 10 percent

per annum

 Airtel has full right to change the terms & conditions applicable to tariff plans from time to time.

please visit www.Airtel.in for other terms & conditions applicable.

General Information Number/ Customer Care Number

Airtel Customer care service is accessible from anywhere in the country, even while roaming. Just dial

121(for agent assistance at 50p per 3 min) from your Airtel mobile. You may also reach us from other

service provider numbers at our numbers mentioned in Annexure I (standard rates as per bill plans are

applicable).

Consumer Complaint Number

Our complaint center number 198 (toll free from your Airtel mobile) is accessible from anywhere in the

country from your Airtel mobiles. You may also reach us from other service provider numbers at our

numbers mentioned in Annexure I (standard rates as per bill plans are applicable). You may write to us

at 121@airtel.com or visit our website www.Airtel.in.

Complaint redressal mechanism, its procedure and its time limits

Where to contact us

Our offices are located in all cities where we service you. You may contact us at any of these offices closest

to your location (Refer Annexure I). You may also contact our Airtel Relationship Centers for all your

queries, requests or complaints. Alternatively, you may choose to call us from the comfort of your home,

day or night, at our complaint center number 198 (toll free), or email at [email protected], or visit our

website www.Airtel.in

Complaint Redressal Process: Supporting you at two Levels

 First Level: Complaint center

In case you find that our services do not meet your expectations, please feel free to contact us, either at

our consumer care number, or at one of our offices, or at an Airtel Relationship Center.

You could reach our Customer Care team by:

Calling us at 121 for queries

Sending us an email at [email protected]m

Calling us toll-free at 198 for Complaints

Visit our website www.Airtel.in/Airtelpresence

We will log your concern, giving you a Service Request number (complaint registration number), which is

a unique identification number for your complaint. We will let you know a timeline by which your concern

will be resolved through an SMS. Our team will resolve all your concerns according to the timelines

promised. You may also login to our website and go to “Need Help” Option to lodge all your queries,

complaints, requests and feedback related to your Airtel number and services. You may also check the

status of your complaints on the same link and notify us your satisfaction or dissatisfaction over resolution.

In case the resolution is not as expected then you may share with us the reason for dissatisfaction and our

team will re-assess your complaint and provide resolution within 10 days.

Second Level: File appeal with the Appellate Authority

Should the complaint center be unable to resolve your grievance to your satisfaction, you could

approach the next level, the Appellate Authority.

A consumer may prefer an appeal before the Appellate Authority either through e-mail. Appellate

Authority can be contacted at the details provided in Annexure II. Appellate Authority will revert to you

with resolution within 39 working days.

Please keep in mind:

a) The working hours for Appellate Authority are between 9:30 am to 6:30 pm from Monday to

Friday.

b) The Appellate Authority will provide you with a Unique Reference number within 3 days of

reporting the issue

c) The Appellate Authority shall decide every appeal within 39 working days from the date of filing

the appeal.

Contact details of the Appellate Authority and time limits for disposal of appeals

Appellate Authority can be contacted as per details given on Annexure II. Appellate Authority will revert

to you with resolution within 39 working days.

Web Based Complaint Monitoring System

To check the status of your complaint or to log a complaint, visit www.Airtel.in/Airtelpresence or click

the “Need Help” tab on the home page of www.Airtel.in

a) To check the status of your complaint, visit www.Airtel.in/Airtelpresence and click on the available

link to check the status of a previous complaint.

b) To log a complaint, visit www.Airtel.in/Airtelpresence select service type and enquiry type and fill

the required details.

Termination & disconnection of services

 Customer can submit its request for termination or disconnection of service by various means viz

- request made in writing, Fax, email-ID (preferably registered with us), SMS and Telephone call

at Customer Care Number. The time period for closure is maximum 7 days uniformly for all means

of requests.

 The service provider shall cease to charge rental or any other charges beyond the period of 7 days

of request for closure made by the customer.

 The bills shall be raised only after adjustment of the security deposit and the closure/ termination

of service will not be made conditional upon payment of dues/bills/settlement of dispute.

 No fixed monthly charges will be charged like rental beyond the above prescribed period of

termination of service or from the date of last usage, whichever is later.

 Refund of security deposit will be made within 60 days after closure/ termination of service. Any

delay in refund of deposits will attract interest of @10% per annum.

Annexure-I(A) - Contact Centre Numbers for Mobile Services

Circle

Postpaid Contact

Centers

Prepaid Contact

Centers

Office Address

Registered Office

(New Delhi)

Airtel Centre, Plot No. 16, Udyog Vihar,

Phase IV, Gurugram – 122015, Haryana,

India

Andhra Pradesh

9849012345

9849098490

Bharti Airtel Limited, Splendid Towers,

Opp.Begumpet Police Station, Begumpet,

Hyderabad - 500 016.

Assam

9954012345

9954099540

Bharti Airtel Limited Bharti House, 6 mile

Khanapara, Guwahati – 781022

Bihar & Jharkhand

9934012345

9934099340

Bharti Airtel Ltd, Plot No.18, Patliputra

Industrial Area, Patna -800013, Bihar

Delhi

9810012345

9810198101

Bharti Airtel Limited, Mobile Services, Plot

No.-16, Udyog Vihar, Phase - IV, Gurgaon –

122015

Gujarat

9898012345

9898098980

Bharti Airtel Limited,Zodiac Square, 2nd

Floor, SG Road, Opp Gurudwara,

Ahmedabad 380 054

Haryana

9896012345

9896098960

Bharti Airtel Limited, Plot No 41 & 42,

Industrial Park , Sector 2,Growth Center,

Saha, Distt Ambala , state- Haryana

Himachal Pradesh

9816012345

9816098160

Bharti Airtel Limited, Block No. 11 A, SDA

Complex, Kasumpti, Shimla 171009

Jammu & Kashmir

9906012345

9906099060

Bharti Airtel Limited, B2, 3rd Floor, South

Block, Bahu Plaza, Gandhi Nagar, Jammu,

Jammu & Kashmir 180012

Karnataka

9845012345

9845098450

Bharti Airtel Limited, 55, Divyasree Towers,

Bannerghatta Road, Bangalore 560 029

Kerala

9895012345

9895198951

Bharti Airtel Limited, SL Avenue, N H Bypass

Kundanoor Jn,Maradu P O Kochi, 682304,

Kerala

Kolkatta

9831012345

9831098310

Bharti Airtel Limited, Infinity Building,5th

Floor,Salt Lake Electronics

Complex,Kolkata-700091 , West Bengal

MP & Chattisgarh

9893012345

9893098930

Bharti Airtel Limited, 3rd Floor, Metro

Towers, AB Road, Near Vijay Nagar, Indore,

Madhya Pradesh

Maharashtra & Goa

9890012345

9890098900

Bharti Airtel limited, Plot No. 3/1, North

Tower, ePark, MIDC Knowledge park,

Kharadi, Pune- 411014

Mumbai

9892012345

9892098920

Bharti Airtel Limited, 7th Floor, Interface

Bldg No -7, Mindspace, Link Road, Malad

(W), Mumbai - 400064, Maharashtra

North East

9862012345

9862098620

Bharti Airtel Limited Modrina Mansion ,

Shillong-793003

Orissa

9937012345

9937099370

Bharti Airtel Limited, Infocity Campus,6th

Floor,E-13/1,Chandak Industrial

Estate,Chandrasekharpur,Bhubaneshwar-

751024,Orissa

Punjab

9815012345

9815098150

Bharti Airtel Ltd Plot No.21, Rajiv Gandhi

Technology Park, Chandigarh 160101

Rajasthan

9829012345

9950099500

Bharti Airtel Limited, K-21, Sunny House,

Malviya Marg, C-Scheme, Jaipur,

RAJASTHAN

Tamil Nadu (Chennai)

9894012345

9894198941

Bharti Airtel Limited, No 42/147 & 44/146

santhome road & rosart church road ,

Mylapore, Chennai - 600004

UP East

9935012345

9935199351

Bharti Airtel Limited, TCG 7/7, Vibhuti

Khand, Gomti Nagar, Lucknow – 226010

Uttar Pradesh

UP West & Uttarakhand

9897012345

9897098970

Bharti Airtel Limited, B38/C1, Sector 57,

Noida- 201301 Uttar Pradesh

West Bengal

9933012345

9933099330

Infinity Building,5th Floor,Salt Lake

Electronics Complex,Kolkata-700091, West

Bengal

Annexure-I(B) - Contact Centre Numbers for Fixed Line Services

Circle

Contact Centers

For Request & queries

from Airtel Landline

For Complaints from

Airtel Landline

Andhra Pradesh

040-44444121/ 040-

44444198

121

198

TamilNadu

(incl. Chennai)

044-44444121/ 044-

44444198

121

198

Delhi

011-4444121 / 011-

4444198

121

198

Gujrat

079-4444121 / 079-

4444198

121

198

Haryana

0180-4444121 / 0180-

4444198

121

198

Karnataka

080-44444121 / 080-

44444198

121

198

Kerala

0484-4444121 / 0484-

4444198

121

198

Kolkata

033-44444121 / 033-

44444198

121

198

Madhya Pradesh

(incl. Chattisgrah)

0755-4444121 / 0755-

4444198

121

198

Maharashtra & Goa

020-44444121 / 020-

44444198

121

198

Mumbai

022-44444121 / 022-

44444198

121

198

Punjab

0172-4444121 / 0172-

4444121

121

198

Rajasthan

0141-4444121 / 0141-

4444198

121

198

UP East

0522-4444121 / 0522-

4444198

121

198

UP West & Uttarakhand

0121-4444121 / 0121-

4444198

121

198

Jammu & Kashmir

0191-4444121 / 0191-

4444198

121

198

Orissa

0674-4444121 / 0674-

4444198

121

198

Himachal Pradesh

0177-4444121 / 0177-

4444198

121

198

Assam

0361-4444121 / 0361-

4444198

121

198

West Bengal

0354-4444121 / 0354-

4444198

121

198

Bihar

0612-4444121 / 0612-

4444198

121

198

North East

033-44444121/033-

4444198

121

198

Annexure II(A) – Appellate Authority for Mobile Services

Service Areas

covered by

Complaint

Centre (s)

General

Informatio

n Number

Toll free

Consumer Care

Number(s) at

Complaint

Centre (s)

Telephone

No.

Name, Address, Email and T. No. of

Appellate Authority

Andhra

Pradesh

121

198

9959444865

Mr. Kulasekar Venkatesan

Bharti Airtel Limited, Splendid

Towers, Opp. Begumpet Police

Station, Begumpet, Hyderabad -

500016

appellate.andhra@in.airtel.com

Assam

121

198

9957599118

Ms. Mayuri Bharali

Bharti Airtel Limited, Bharti House,

Six mile Khanapara, Guwahati -

781022

[email protected]el.com

Bihar &

Jharkhand

121

198

9934844866

Mr.RajaBose

Bharti Airtel Limited, Plot no 18,

Patliputra Industrial area, Patna-

800013, Bihar

appellate.bihar@in.airtel.com

Delhi

121

198

9958444865

Mr. Manish Kumar

Bharti Airtel Limited, Plot No. 16,

Udyog Vihar, Phase - IV, Gurgaon -

122015

[email protected]om

Gujarat

121

198

9724544865

Mr. Ashish Agrawal

Bharti Airtel Limited, Zodiac Square,

2nd Floor, SG Road, Opp

Gurudwara, Ahmedabad - 380054

[email protected]rtel.com

Haryana

121

198

9729044865

Mr. Anoop Verma

Bharti Airtel Limited, Plot No 41 &

42, Industrial Park , Sector 2,Growth

Center, Saha, Distt Ambala , Haryana

[email protected]rtel.com

9729044865

Himachal

Pradesh

121

198

9805044865

Mr. Anoop Verma

Bharti Airtel Limited, Block No. 11 A,

SDA Complex, Kasumpti, Shimla -

171009

[email protected]rtel.com

Jammu &

Kashmir

121

198

9797344865

Mr. Anoop Verma

Bharti Airtel Limited, B2, 3rd Floor,

South Block, Bahu Plaza, Gandhi

Nagar, Jammu, Jammu & Kashmir -

180012

[email protected]el.com

Karnataka

121

198

9972544865

Mr. Saumil Agrawal

Bharti Airtel Limited, No 55,

Divyashree Towers , Bannerghatta

Road Bangalore - 560029

[email protected]el.com

Kerala

121

198

9995844865

Mr. Kulasekar Venkatesan

Bharti Airtel Limited, SL Avenue, N H

Bypass Kundanoor Jn,Maradu P O

Kochi, 682304, Kerala

[email protected]tel.com

Kolkata

121

198

9831844865

Ms. Gunjan Agarwal

Bharti Airtel Limited, Infinity

Building, 5th Floor, Salt Lake

Electronics Complex, Kolkata-

700091, West Bengal

[email protected].com

Madhya

Pradesh &

Chhattisgarh

121

198

9981544865

Mr. Devendra Jain

Bharti Airtel Limited, 3rd Floor,

Metro Towers, AB Road, Near Vijay

Nagar , Indore, Madhya Pradesh

appellate.mpcg@in.airtel.com

Maharashtra

& Goa

121

198

9987244865

Mr. Kulasekar Venkatesan

Bharti Airtel limited, Plot No. 3/1,

North Tower, ePark, MIDC

Knowledge park, Kharadi, Pune-

411014

[email protected]el.com

Mumbai

121

198

9987244865

Mr. Manish Jain

Bharti Airtel Limited, 7th Floor,

Interface Bldg No -7, Mindspace,

Link Road, Malad (W), Mumbai -

400064, Maharashtra

appellate.mumbai@in.airtel.com

North East

121

198

9612906264

Ms. Mayuri Bharali

Bharti Hexacom Limited,Modrina

Mansion, 1st Floor, Laitumukrah

Main Road, Shillong- 793003

[email protected]el.com

Odisha

121

198

9937044865

Mr.RajaBose

Bharti Airtel Limited, Infocity

Campus, 6th Floor, E-13/1, Chandak

Industrial Estate, Chandrasekharpur,

Bhubaneshwar-751024, Odisha

appellate.orissa@in.airtel.com

Punjab

121

198

9878444865

Mr. Anoop Verma

Bharti Airtel Limited Plot No.21,

Rajiv Gandhi Technology Park,

Chandigarh-160101

[email protected]rtel.com

Rajasthan

121

198

9928944865

Mr. Khushwinder Singh

Bharti Hexacom Limited, K-21,

Sunny House, Malviya Marg, C-

Scheme, Jaipur-302001, Rajasthan

[email protected]om

Tamil Nadu

(incld.

Chennai)

121

198

9940644865

Mr. Suresh kumar B

Bharti Airtel Limited, No 42/147 &

44/146 santhome High road &

rosary church road , Mylapore,

Chennai - 600004

[email protected]om

UP East

121

198

9794544865

Ms. Riju Suji

Bharti Airtel Limited, TCG 7/7,

Vibhuti Khand, Gomti Nagar,

Lucknow - 226010

[email protected]rtel.com

UP West &

Uttarakhand

121

198

9997444865

Ms. Riju Suji

Bharti Airtel Limited, B38/C1, Sector

57, Noida- 201301 Uttar Pradesh

[email protected]rtel.com

West Bengal

121

198

9831844865

Ms. Gunjan Agarwal

Bharti Airtel Limited, Infinity

Building, 5th Floor, Salt Lake

Electronics Complex, Kolkata-

700091, West Bengal

[email protected].com

Annexure II(B) – Appellate Authority for Fixed Line & Broadband Services

Service Areas covered

by Complaint centre (s)

General

Information

Number

Toll free

Consumer Care

Number(s) at

Complaint

Centre (s)

Name, Address, Email and T. No. of

Appellate Authority

Andhra Pradesh

121

198

Mr. Kulasekar Venkatesan

Bharti Airtel Limited, Splendid Towers, Opp.

Begumpet Police Station, Begumpet,

Hyderabad-500016

appellate.southabts@in.airtel.com

040-40000222

Delhi

121

198

Mr. Manish Kumar

Bharti Airtel Limited, Plot No. 16, Udyog

Vihar, Phase - IV, Gurgaon - 122015

[email protected]rtel.com

011-41614690

Gujarat

121

198

Mr. Ashish Agrawal

Bharti Airtel Limited, Zodiac Square, 2nd

Floor, SG Road, Opp Gurudwara,

Ahmedabad 380054

[email protected]rtel.com

079-40020143

Haryana

121

198

Mr. Anoop Verma

Bharti Airtel Limited, Plot No 41 & 42,

Industrial Park , Sector 2,Growth Center,

Saha, Distt Ambala , Haryana

[email protected]rtel.com

0180-4600150

Karnataka

121

198

Mr. Saumil Agrawal

Bharti Airtel Limited, 55, Divyasree Towers,

Bannerghatta Road, Bangalore - 560029

appellate.southabts@in.airtel.com

080-41115201

Kerala

121

198

Ms. Kulasekar Venkatesan

Bharti Airtel Limited, SL Avenue, N H

Bypass Kundanoor Jn,Maradu P O Kochi,

682304, Kerala

appellate.southabts@in.airtel.com

0484-4015201

Kolkata

121

198

Ms. Gunjan Agarwal

Bharti Airtel Limited, Infinity Building, 5th

Floor, Salt Lake Electronics Complex,

Kolkata-700091, West Bengal

[email protected]rtel.com

033-40016676

Madhya Pradesh &

Chhattisgarh

121

198

Mr. Devendra Jain

Bharti Airtel Limited, 3rd Floor, Metro

Towers, AB Road, Near Vijay Nagar, Indore-

452010, Madhya Pradesh

appellate.central@in.airtel.com

0755-4221100

Maharashtra & Goa

121

198

Mr. Kulasekar Venkatesan

Bharti Airtel limited, Plot No. 3/1, North

Tower, ePark, MIDC Knowledge park,

Kharadi, Pune- 411014

[email protected]rtel.com

020-40031233

Mumbai

121

198

Mr. Manish Jain

Bharti Airtel Limited, 7th Floor, Interface

Bldg No -7, Mindspace, Link Road, Malad

(W), Mumbai - 400064, Maharashtra

[email protected]rtel.com

022-40030143

Punjab

121

198

Mr.AnoopVerma

Bharti Airtel Limited, Plot No.21, Rajiv

Gandhi Technology Park, Chandigarh -

160101

appellate.punjab@in.airtel.com

0172-4600150

Rajasthan

121

198

Mr. Khushwinder Singh

Bharti Hexacom Limited, K-21, Sunny

House, Malviya Marg, C-Scheme, Jaipur-

302001, Rajasthan

[email protected]rtel.com

0141-4034338

Tamil Nadu (incld.

Chennai)

121

198

Mr. Suresh kumar B

Bharti Airtel Limited, No 42/147 & 44/146

santhome High Road & rosary church

road , Mylapore, Chennai - 600004

appellate.southabts@in.airtel.com

044-42039583

UP East

121

198

Ms. Riju Suji

Bharti Airtel Limited, TCG 7/7, Vibhuti

Khand, Gomti Nagar, Lucknow - 226010

[email protected]rtel.com

0522-4600150

UP West & Uttarakhand

121

198

Ms. Riju Suji

Bharti Airtel Limited, B38/C1, Sector 57,

Noida- 201301 Uttar Pradesh

[email protected]rtel.com

0121-4600150

Jammu & Kashmir

121

198

Mr.AnoopVerma

Bharti Airtel Limited, B2, 3rd Floor, South

Block, Bahu Plaza, Gandhi Nagar, Jammu,

Jammu & Kashmir 180012

[email protected]el.com

0172-4600150

Himachal Pradesh

121

198

Mr. Anoop Verma

Bharti Airtel Limited, Block No. 11 A, SDA

Complex, Kasumpti, Shimla 171009

[email protected]irtel.com

0172-4600150

Bihar and Jharkhand

121

198

Mr.Raja Bose

Bharti Airtel Limited, Plot no 18, Patliputra

Industrial area, Patna 800013, Bihar, India

appellate.biha[email protected]m

0522-4600150

North East

121

198

Ms. Mayuri Bharali

Bharti Hexacom Limited,Ward No 2, Holding No

269, Laitumkhrah Main Road, Lower New

Colony, Shillong, East Khasi Hills, Meghalaya,

793003

appellate.nesa@in.airtel.com

033-40016676

Odisha

121

198

Mr. Raja Bose

Bharti Airtel Limited, Infocity Campus, 6th Floor,

E-13/1, Chandaka Industrial Estate,

Chandrasekharpur, Bhubaneswar-751024,

Odisha

appellate.oris[email protected]rtel.com

033-40016676

West Bengal

121

198

Ms. Gunjan Agarwal

Bharti Airtel Limited, Infinity Building, 5th Floor,

Salt Lake Electronics Complex, Kolkata-700091,

West Bengal

appellate.wb@in.airtel.com

033-40016676

Assam

121

198

Ms. Mayuri Bharali

Bharti Airtel Limited, Bharti House, Six mile

Khanapara, Guwahati – 781022

appellate.nesa@in.airtel.com

033-40016676