Tata Tele Core Belief
- All dealings should be completed with the utmost professionalism, honesty, and integrity.
- Delivery of high-quality services is guaranteed.
- Compliance with applicable laws, rules, and regulations is ensured.
- Only Company assets to be used for business purposes.
- No misuse of the Company’s information should be done.
- No receipt or offer of any illegal payments or gifts.
- No engagement in activities that are in conflict with the Company’s interests.
- No use of physical force or means of duress, coercion.
The debt collection/recovery policy of Tata Teleservices Limited (The Company) is built around customer dignity and respect. The Company selects outsourced agencies to provide such services. The agencies must have unblemished records, should be free from a criminal background, and should agree to work within the framework of the Company’s philosophy, policies, and business ethics. The Company meticulously follows due diligence guidelines in the selection of our outsourced agencies.
The collection policy and the outsourcing arrangement will not affect the rights of the Customer against the Company. This includes the right of the Customer to obtain redress as applicable under various licensing conditions, Indian Telegraph Rules, TRAI regulations, directions, and orders, etc.
The payment against Company services has a stipulated due date, which is appended on monthly bills. The due date is decided by the Company taking into account the periodicity of billing and usage by the Customer. The Company will specify to the Customer upfront available tariff plans at the time of acquisition, their charges, and delay payment charges, if applicable.
All the practices adopted by the Company for follow-up and recovery of dues and repossession of Company assets will be in compliance with all applicable laws and regulations. The essence of the Company’s policies/procedures for collection & recovery of dues are mentioned below:
- The Company will send a detailed monthly bill to the Customer on the predefined bill date as per the agreed bill cycle. Such bill shall include details of all charges, payment due date, delay payment charges, Company’s toll-free contact center number & contact name/title, address, telephone number and e-mail address of the appellate officer of the Company, reference information about appended collection/recovery policy & billing dispute resolution mechanism on TTSL website. This information can also be provided to Customers from Company’s customer service centers. In addition, the Company will send an SMS / outbound dialer’s call to the Customer, intimating outstanding dues and due date by which Customer must clear his dues.
- Post dispatch of the bill, SMS Message, and/or outbound dialer call, the Company may allocate such details of Customer outstanding bill to a Collection Agency. The Collection Agency will update the Customer about the due date & outstanding amount of the Customer and facilitate the Customer by way of informing the nearest payment centre and other channel/mode of payment.
- Customers are expected to pay their dues by the due date. In the event of any doubt about the outstanding / clarification on the due amount and charges in the bills, the Customer is requested to seek clarification or register their complaints with authorized Company channels as indicated on the bill or the Company’s website.
- In the event of failure of payment of dues by the due date, the Company may send a reminder SMS / outbound dialer message or outcall intimating about nonpayment of over dues. The company can subsequently degrade service levels (outgoing/incoming facility) of the Customer and these services may be restored only upon clearance of dues.
- When a customer has disconnected our services, the Company shall initiate due action to repossess its properties provided to the Customer if any, at the time of enrollment, by way of allocating Customer details and asset particulars to the recovery agencies involved in repossession of the Company’s assets.
- Wherever the Customer has disputed the bill / outstanding dues and such dispute/complaint/appeal is pending, they will not be followed by the Collection Agency for collection of dues.
- In case, an agent of Collection Agency finds that the telephone has been taken fraudulently and the identity/ address proof is not in line with records furnished to the Company, the agent of Collection Agency will inform the company. On intimation, the Company will examine the case and take appropriate action.
- The Company shall maintain secrecy/privacy of the Customer information as per the licensing agreements and will not share the details of call records with its agencies.
- The Company may not entrust a collection case of a defaulting consumer to more than one collection agency at a time.
- In the event of the continuance of default in payment of dues, the Company may initiate recovery proceedings through Company’s legal representatives, advocates, and solicitors against the Customer as per service agreement signed by Customer, the law of the land provisions, and various other statutory provisions inclusive (not exhaustive) of Negotiable Instrument Act and Proceeding under summary suit / Recovery suit. Any legal case arising from such dispute may be settled amicably between the Company and Customer.
- Collection Agencies engaged in the collection of dues are communicated about the Company's philosophy. They are provided all necessary instructions required for regulators in addition to other abetting laws, in the legal agreement that is signed for the assignment. Besides, a detailed code of conduct is published and communicated to all collection agencies.
To read the Code of Conduct for Our Collection Agencies. Click Here 
Mumbai
