TATA SKY MANUAL OF PRACTICE

Tata Sky Ltd Registered office : Tata Sky Ltd. Unit 301 to 305, 3rd Floor, Windsor, Off
C.S.T. Road, Kalina, Santacruz (East), Mumbai 400098
Nodal Officers
State / U.T. Nodal Officer Telephone No. Email Address Address
NORTH ZONE
DELHI Regional Office North, Tata
Sanjay Mittal 0172-6000177 Communication Compex, Mandi Road,
HARYANA
Chattarpur, New Delhi – 110074
CHANDIGARH
HIMACHAL
PRADESH E-46, Eltop Industrial Area, Phase –VIII,
Vikrant Sehgal 0172-6000177
JAMMU & SAS Nagar, Mohali, Distt. Ropar – 160071
KASHMIR
PUNJAB [email protected]
2nd Floor, Unit -1, Mahima Triniti, Plot No.
Prassana Kumar
RAJASTHAN 0141-6000177 5, Swage Farm, New Sanganer Road,
Singh
Jaipur – 302019
Cyber Tower, 3rd Floor, Plot no. TC-34/V-
UTTAR PRADESH
Amit Singh 0522-6000177 2, Vibhuti Khand, Gomti Nagar, Lucknow –
(EAST)
226010
UTTAR PRADESH
The Corenthum, 3rd Floor, Tower B, A-41,
(WEST) Dilip Kumar Mandal 0135-6000177
Sector 62, Noida – 201301
UTTARAKHAND
EAST ZONE
ARUNACHAL
PRADESH
ASSAM
MANIPUR
Dihang Arcade, 3-D, 3rd Floor, ABC bus
MEGHALAYA Joydeep Roy 033-60001771
stop, G.S. Road, Guwahati – 781005
MIZORAM
NAGALAND
SIKKIM [email protected]
TRIPURA
BIHAR 2nd Floor, Ravi Chandra Estate, 42 Fraser
Rohan Mehra 0172-6000177
JHARKHAND Road, Patna – 800001
Archid Avenue, Plot No 698, 1st Floor,
ORISSA Samit Mitra 0674-6000177
Satyanagar, Bhubaneswar – 751007
5th Floor, Akash Towers, 781 Anandapur,
WEST BENGAL Sujit Mondal 033-60001771
Kolkata – 700 107
WEST ZONE
GUJARAT A/6, 3rd Floor, Safal Profitaire, Corporate
DADRA & NAGRA Road, Opp. Ramada Hotel, Nr. Prahalad
Sandesh Patel 079-60001771
HAVELI Nagar Garden, Prahalad Nagar,
DAMAN & DIU Ahmedabad – 380015
Unit 103, 1st Floor, Windsor, Off C.S.T.
MAHARASHTRA
Pawan Kumar Garg 020-60001771 road, Kalina, Santacruz (East), Mumbai –
(MUMBAI)
[email protected] 400098
Unit 103, 1st Floor, Windsor, Off C.S.T.
MAHARASHTRA
Saurav Kumar 020-60001771 road, Kalina, Santacruz (East), Mumbai –
(THANE)
400098
MAHARASHTRA 402-403, Renaissance Business Center,
020-60001771
(PUNE) Yogesh Sharma CTS NO. 14/A, Wellesley Road, Near
GOA 0832-6000177 Rosary School, Pune – 411001
 2nd Floor, Thapar Enclave, University
MAHARASHTRA
Arvind Gupta 020-60001771 Library Road, Ramdaspeth, Nagpur –
(NAGPUR)
440010
MADHYA 417, 4th Floor, SHAGUN Complex, Vijay
Ramesh Baliga 0731-6000177
PRADESH Nagar Square, A B Road, Indore – 452010.
Tata Sky Ltd, 2nd Floor "Chawla Tower"
CHHATTISGARH Arvind Gupta 0771-6000177 Shankar Nagar, Near Bottle House, Raipur,
(CG)Chhattisgarh: 492 001.
SOUTH ZONE
ANDHRA 4th Floor, KRB Towers, Domokonda House
PRADESH KB Krishnam Raju 040-60001771 Bhupal Towers, Somajiguga, Rajbhavan
TELANGANA Road, Hyderabad – 560082
Vijayakumar Kirloskar Business Park, Block C, 1st Floor,
KARNATAKA 080-60001771
Ramasamy Bellary Road, Bangalore – 560024
[email protected]
KERALA Noel Focus, 6th Floor, Sea Port Airport
Shaji C 0484-6000177 Road, Chittethukara, CSEZ PO, Kerala –
LAKSHADWEEP
682037
TAMIL NADU First Floor, Symtec, F-5, 3rd phase,
T.Shanmugamanivel 044-60001771
PONDICHERY Ekkaduthangal, Chennai – 600032

Procedure for Complaint Redressal:

Subscriber may lodge his complaint through the following routes
1. Helpline: 1800 208 6633 (Toll free), 1860 120 6633 & 1860 500 6633 (Applicable telecom tariffs will apply)
 Our Customer support centers are equipped to interact with subscribers in the 13 languages
 On lodging of the complaint, a Service Request number will be assigned and conveyed on call
2. Email: [email protected]
 Auto acknowledgement with Service request number will be generated
3. Nodal officer (refer above for details)
 As a second level escalation, write or call to the Nodal Officers. While reaching out to the Nodal
Officers, the Service request number provided by the customer support center will need to be
quoted

Benchmarks for Redressal of Complaints through Call Centre & Nodal Officers
Action Time limits
Responding to complaint
I) Received during office hrs Within eight hrs
II) Received after office hrs Next working day
90% complaints received shall be
Resolution of ‘No Signal’ complaints
redressed & signal restored within 24 hrs
Resolution of Complaints related to billing Within 7 days
Resolution of complaints (Except billing) Within 72 hrs

Temporary suspension of service:

1. Temporary Suspension Facility. Tata Sky Limited (‘Tata Sky’) allows its Subscriber to make a
request to the Tata Sky to suspend all the Service availed by the Subscriber from Tata Sky for a
temporary period.

2. Purpose. This policy sets out the terms and conditions that govern the Temporary Suspension of
Service opted by the Subscribers.
3. Eligibility. Only Subscribers who have an Active Account Status with Tata Sky can opt for the
Temporary Suspension Facility.

4. Opt In. Subscriber is free to make multiple requests through the year to temporary suspend their
Tata Sky Service. Subscriber can request for Temporary Suspension Facility for a minimum period
of 5 days under each request.

5. How can a Subscriber Opt In: Following are the two methods through which a Subscriber can opt
for the Temporary Suspension Facility:
5.1 By Calling the Helpline Number from their Registered Mobile Number or Registered Telephone
Number; or

5.2 By Visiting an authorized dealer of Tata Sky.

6. Information Sought to Activate the Facility. Subscriber must specify the start date while placing
the request to avail the Temporary Suspension Facility. In addition to the above information, Tata
Sky may seek other information to verify the eligibility of the Subscriber, such as the name, the
Registered Mobile Number, the subscriber registration number. Hence, Subscriber must keep all
the necessary information ready to share while opting for the Temporary Suspension Facility. Tata
Sky reserves the right to reject or deny the request for a temporary suspension of Services.

7. Activation of the Facility. A request for temporary suspension of service must be made by the
Subscriber at least fifteen (15) days prior to the proposed start date of the Temporary Suspension.
Tata Sky shall temporarily suspend the Tata Sky Service from the start date upon receiving all the
information from the Subscriber. Once the Subscriber opt for the Temporary Suspension Facility,
Tata Sky reserves the right not to send any information or notification to the Subscriber until the
Services are restored.

8. Restoration of the Suspended Services. If the Subscriber wishes to activate the Service even
before the end date specified by the Subscriber at the time of opting for the Temporary Suspension
of Service Facility, then Tata Sky may restore the service at such an earlier date provided such
request is made at least seventy-two hours prior to schedule date or such other period mentioned
under the Applicable Law.

9. Restoration Charges. Tata Sky may charge Restoration Fee to the Subscriber in accordance with
the Applicable Law.

10. Deactivation. Tata Sky reserves the right to deactivate the Subscriber if the Tata Sky Service stands
suspended at the request of the Subscriber for a continuously period exceeding three (3) months.

Price protection for advance subscription payment: For information click here
Disconnection of services: For information click here
Terms and conditions for billing and payment: For information click here