Citizen Charter

 

 

 

Name & Address of the Service Provider:

Tata Play Broadband Private Limited
Unit 306, 3rd Floor, Windsor
Off CST Road, Kalina
Santacruz (East) Mumbai - 400098
Tel: +91-22-62404800
Website address: www.tataplayfiber.com

Services Offered by the Service Provider:

  1. Broadband Internet Services
  2. Land Line Services (VNO)

Tata Play Broadband currently offers its services in select Pin Codes within the following select cities.

 

CITY

BengaluruBhiwandiChennaiGhaziabadGreater NoidaGurgaon
JaipurKalyan DombivliThaneKolkata including HowrahMira BhayandarMumbai
Navi MumbaiNew DelhiNoidaPunePanvel 
BengaluruBhiwandiChennai
GhaziabadGreater NoidaGurgaon
JaipurKalyan DombivliThane
KolkataMira BhayandarMumbai
Navi MumbaiNew DelhiNoida
PunePanvel 

 

The terms and conditions mentioned herein form part of the Customer Application Form (CAF) signed by the Subscriber and are binding on the Subscriber.

Purpose
Eligibility
Subscription Contract and Acceptance
Services
Subscriber Account and Activation Services
Setup, Installation and Relocation
Tariff, Subscription Fees, Other Charges and Payments
Offer, Discounts, Packages and Package Migration
Incidental Accessories and Services
Prohibited use of Services and Internet Telephony.
In furtherance to this intent
Inspection, Suspension and Repossession
Subscriber Obligations
Subscriber Undertakings. The Subscriber acknowledges, agrees and undertakes
Termination, deactivation, and reactivation
General Provisions
Definitions. This section sets out specific meaning and explanation to a few words for the ease of reference and understanding of the Subscriber.
QUALITY OF SERVICE PARAMETERS – AS SPECIFIED BY THE TRAI (AND ALSO ASSURED BY THE SERVICE PROVIDER)

As on March 31, 2025. 

DETAILS OF EQUIPMENT OFFERED BY SERVICE PROVIDER:

  • We do not provide any customer premise equipment (CPE) to subscribers. We do have certain recommendations for suggested CPE for which subscriber may contact
  • As part of the installation, optical network terminal (ONT) device will be installed at the customer premise. The ONT will remain the property of the Company and will be taken back by the service provider in the event of termination of subscription.

RIGHTS OF CONSUMERS:

  • Subscribers have the option to subscriber to any service provider of their choice in accordance with the parameters specified by TRAI.
  • Subscribers are entitled to get information on the tariff/package plan being offered, and any time tariff change is being introduced.
  • Subscribers have the right to register a complaint with the complaint center and receive a unique complaint number.
  • Subscribers are entitled to approach the Appellate Authority in the event the grievances are not addressed by the complaint center, and the details of Appellate Authority are to be provided to the subscriber by the Contact Centre executive upon the request of the subscriber.
  • Subscribers may request termination of service by sending a written request through email or by contacting the customer care number of the Company.
  • Termination request will be completed on return / recovery of the ONT and post reconciliation of invoice after adjusting the outstanding dues and security deposit, if any.

DUTIES AND OBLIGATIONS OF TATA PLAY BROADBAND PRIVATE LIMITED:

  • The Company will offer services to subscribers as per the licensing conditions issued by the DoT and applicable regulations prescribed by the TRAI from time to time.
  • Post feasibility check, the Company will provide services to the subscribers, subject to completion of the CAF in line with the licensing conditions.
  • All details of tariff plans/packages will be provided to the subscribers through the website of the Company and other means.
  • On activation/recharge/usage of the services, the Company will intimate the subscribers.
  • The Company will make available the Consumer Charter to the subscribers on the Company website.
  • The Company will establish a complaint center for redressal of grievances by its subscribers in accordance with the Telecom Consumers Complaint Redressal Regulations, 2012.
  • The Company will provide a unique number for the complaints registered with the complaint center.
  • In case the subscribers are not satisfied with the resolution provided by the complaint center, the subscriber may file an appeal with the Appellate Authority which will be resolved within the timelines provided by the TRAI regulation.


CUSTOMER CARE NUMBER:
You can reach out to our Customer Care number/General Information number @ 1800 120 7777 to register your complaint or service request with Tata Play Fiber. You can also alternatively mail us @care@tataplayfiber.co.in or chat with our Customer Care representative via our website www.tataplayfiber.co.in.

COMPLAINTS REDRESSAL MECHANISM:

CALL CENTER

  • A unique Docket Number / Complaint Reference Number is provided to you for all the complaints. 
  • We will retain details about complaints for each docket number for a minimum period of three months. 
  • Complaint center shall communicate to you through call, email or SMS, the docket number, date & time of registration of complaint and likely resolution time of the complaint to you upon receipt of such complaint. 
  • Redressal of the complaints and service requests shall be in accordance with the time frame as specified under the Quality of Service regulations issued by TRAI, and for those cases wherein such time frame is not specifically defined shall be addressed within a period not exceeding three days. 
  • On completion of action on a complaint, details of action taken on the complaint shall be communicated to the you and the same shall be updated in our records.

APPELLATE AUTHORITY

  • If you are not satisfied with the redressal of his complaint by the Complaint Centre, or your complaint remains unaddressed within the period specified above, you may appeal with the appellate authority for Redressal of the complaint. 
  • Every appeal shall be preferred within a period of thirty days after expiry of the timeline as per the Quality of Service regulations. Appellate Authority may entertain an appeal after the expiry of the said period of thirty days but before three months from the expiry of the time limit specified above, if it is satisfied that there was sufficient cause for not filing it within that period. 
  • No fee shall be charged for filing an appeal before the Appellate Authority. 
  • A unique appeal number will be allotted to every complaint made by you by the appellate desk and will be informed to you within 3 days by SMS or email. 
  • Appellate authority will resolve the appeal within 36 days of receipt of the appeal by the Appellate Authority.

Appellate Authority: Surjeet Mahapatro
Address: Tata Play Broadband Pvt. Ltd.
Unit 306, 3rd Floor, Windsor, Off CST Road, Kalina, Santacruz (East)
Mumbai - 400098
Email: appellateauthority@tataplayfiber.com
Contact: 798261639 

From Monday to Friday, between 9:30 AM to 6:30 PM

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