Index

1. Background........................................................................................................2
2. Service Availability.............................................................................................2
3. Where to contact us...........................................................................................3
4. Airtel Contact Centre..........................................................................................5
5. Service Benchmarks..........................................................................................5
6. Complaint Redressal Process..........................................................................6
7. Procedure for Services......................................................................................7
8. Annexure 1- Nodal Officers’ details...................................................................9
9. Annexure 2 – Appellate Officers’ details..........................................................11
10. Annexure 3 – Terms & Conditions – Postpaid………………………………….12
11. Annexure 4 – Terms & Conditions – Prepaid…………………………………...12
 Manual of Practices
Airtel Mobile Services

1. Background:

Airtel Mobile Services connects you to the rest of the world, seamlessly.

We have always believed in a personal touch in all our interactions with you. This booklet is one
such endeavour, and will provide you with information you need for your future interactions
with us. It tells you about our service standards and our processes. It also describes how you
can get your complaints resolved, should you, at any point in time, find our services below what
we promise to deliver.

2. Service Availability:

We cover India across all 23 Telecom Circles namely,

Andhra Pradesh
Assam
Bihar
Chennai
Delhi
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Karnataka
Kerala
Kolkata
Madhya Pradesh & Chattisgarh
Maharashtra & Goa
Mumbai
North East
Orissa
Punjab
Rajasthan
Tamil Nadu
UP East
UP West
West Bengal
3. 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. 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
customer care number 121, or send us email at 121@airtelindia.com, or through our website
www.airtel.in

Below is a list of addresses in the major cities across all Circles.

Circle Name Office Address

New Delhi (Registered Office) Aravali Crescent, 1, Nelson Mandela Road,
Vasant Kunj, Phase II, New Delhi – 110 070

Splendid Towers, Opp.Begumpet Police Station,

Andhra Pradesh
Begumpet, Hyderabad ‐ 500 016, Andhra Pradesh
Mega Plaza, 4th Floor, G.S.Road, Christian Basti,
Assam
Guwahati 781005
Anand Vihar, 7th Floor, Above Guinea Motors, East
Bihar
Boring Canal Road, Patna 800 001, Bihar
Oceanic Towers, 8th Floor, 101 Santhome High Road,
Chennai
Chennai 600 028, Tamil Nadu
D‐184, Okhla Industrial Area, Phase – I
Delhi and NCR
New Delhi ‐ 110 020.
Zodiac Square, 2nd Floor, SG Road, Opp gurudwara,
Gujarat
Ahmedabad 380 054

Haryana 85, Durand Road, Ambala Cantt.,133001, Haryana

Block No. 11 A, SDA Complex, Kasumpti,

Himachal Pradesh
Shimla 171 009, Himachal Pradesh

B2, 3rd Floor, South Block, Bahu Plaza, Gandhi Nagar,

Jammu & Kashmir
Jammu, J&K
55, Divyasree Towers, Bannerghatta Road,
Karnataka
Bangalore 560 076, Karnataka
N H Bypass, Kundanoor Jn, Maradu P O
Kerala
Kochi 682034, Kerala

Kolkatta
Madhya Pradesh & Chattisgarh
Maharashtra & Goa
Y‐17, Block EP,
GP Tronics Building
Salt Lake Electronic Complex
Kolkatta 700 091
West Bengal
3rd Floor, Metro Towers, AB Road, Near Vijay Nagar,
Indore, Madhya Pradesh
“Vega Centre”, A‐Building, Shankarseth Road, Next to
Income Tax Office, Swargate, Pune ‐ 411 037

7th Floor, Bldg No ‐7, Interface, Mindspace, Link Road,

Mumbai
Malad (W),Mumbai ‐ 400064, Maharashtra

Mega Plaza, 4th Floor, G.S.Road, Christian Basti,

North East
Guwahati 781 005

Epari Plaza, C/653,Janapath, Kharavela

Orissa
Nagar,Bhubaneswar‐751001,Orissa

C‐25, Industrial Area, Phase 2, SAS Nagar,

Punjab
Mohali ‐ 160 055, Punjab

K‐21, Sunny House, Malviya Marg, C‐Scheme,

Rajasthan
Jaipur, Rajasthan

Oceanic Towers, 8th Floor, 101 Santhome High Road,

Tamil Nadu
Chennai 600 028, Tamil Nadu

Jahangirabad Palace, 12, Rani Laxmi Bai Marg, Near Tulsi

Uttar Pradesh (East)
Traders, Hazratganj, Lucknow ‐ 226001

C‐31, Divider Road, Ganga Nagar, Mawana Road, Meerut

Uttar Pradesh (West)
West Bengal
250 004
Y‐17, Block EP,
GP Tronics Building
Salt Lake Electronic Complex
Kolkatta 700 091
West Bengal
4. Airtel Contact Center: At Your Service 24x7:

Our customer contact officers are more than happy to serve you. Just call 121 from your Airtel
phone, any time of the day (or night) and we will be there for you.
5. Service Benchmarks:
Airtel commits to provide you accurate, easy to understand, timely bills month after month. If
you ever need clarifications or more information you can always reach out to us and we shall by
happy to help. In the unlikely event that you spot any inaccuracies, we request you to bring it to
our notice and we assure you that all bill disputes raised by you will be resolved within four
weeks of registration.
Airtel strives to ensure the best of service levels for you. We endeavor to achieve the following
bench marks for the following activities:

Service Parameter Time Limit for service request or redressal

of complaint

Within two days of receiving your completed

Activating your phone connection
application along with all requisite documentation

Service Complaints Within 7 working days

Termination of Connection Within twenty four hours

Resolving your billing complaints/ All billing complaints will be resolved within four
queries weeks.

All refunds and roll-backs will be conducted within

Refunds/roll-backs
four weeks from date of resolution of complaints

Refunding your deposits

(Refundable components) after Within sixty days after disconnection/termination
resolution of outstanding charges

6. Complaint Redressal Process: Supporting You at Three Levels

6.1. First Level: Contact Center

In case you find that our services do not meet your expectations, please feel free to contact us,
either at our Customer Care center, or at one of our offices, or at an Airtel Relationship Center.
You could reach our Customer Care team by:
1. Calling us at 121 for queries
2. Sending us an SMS at 121
3. Sending us an email at 121@airtelindia.com
4. Calling us toll-free at 198 for Complaints

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. Our team will resolve all your concerns according to the
timelines promised.

6.2. Second Level: Nodal Officer

Should you fail to get a resolution after getting in touch with our contact center, we have
appointed a Nodal Officer for each Circle. The Nodal Officer is your point of escalation for such
cases. You may contact him/her by calling, or sending an email or a letter. Annexure 1 gives a
list of all Nodal Officer and their contact details.

Please keep in mind:

1. The working hours for Nodal Officer are between 9:30 am to 6:30 pm from Monday to
Friday.
2. The Nodal Officer will provide you with a Unique Reference number within 3 days of
receipt of complaint
3. The Nodal Officer shall redress the complaints of the consumer within ten days of the
registration of the complaint

6.3 Third Level: The Appellate Authority

Should the Nodal Officer be unable to resolve your grievance to your satisfaction, you could
approach the next level, the Appellate Authority. As usual, you may contact him on his phone
number, or sending him an email, or sending him a letter at the Circle Office address. Annexure
2 gives a list of all Appellate Authorities and their contact details.

Please keep in mind:

1. The working hours for Appellate Authority are between 9:30 am to 6:30 pm from
Monday to Friday.
2. The Appellate Authority will provide you with a Unique Reference number within 3 days
of reporting the issue
3. The Appellate Authority shall decide every appeal within three months from the date of
filing the appeal.

7. Procedure for Services:

To ensure transparency of communication, let us share with you some of our processes.

7.1. Changing Your Address:

ƒ It is in your own interest to inform us of any changes to your billing or mailing address at
the earliest so that we can continue to communicate with each other. It is also advisable to
provide us an alternate number at the time or registration, or later.
ƒ In case you wish to change the billing or mailing address for your Airtel phone, all you need
to do is fill up the prescribed form and submit it to one of our Airtel Relationship Centers.
These forms are available at all Airtel Relationship Centers.
ƒ You may also give your request by calling up our Contact Center. However it is advisable to
fill up the form to avoid any kind of error in shifting, which may lead to dissatisfaction.
ƒ You also need to give us a proof of your new billing address. This is a mandatory regulation
from the Telecom Regulatory Authority of India (TRAI).

7.2. Changing Your Bill Plan:

ƒ If you are a Postpaid customer, you can change your bill plan according to your needs, as
and when you want. However, this change can only be conducted once during a billing cycle
or month.
ƒ To change your bill plan, all you need to do is to submit a request for changing the bill at
any of our Airtel Relationship Centers, or call our Contact Centre.
ƒ We welcome you take help from our service personnel at the Airtel Relationship Centers or
Contact Center to find out a plan suitable for your needs.
ƒ We will not charge you for changing the bill plan.
ƒ Once the bill plan has been changed, the new bill plan will be communicated to you within
72 hours.
ƒ The earlier plan will cease to exist immediately after the new bill plan becomes applicable.
ƒ The impact of bill plan change will be visible to you only during the next bill cycle, when
your next bill comes to you.
ƒ If you are a Prepaid customer you can visit the following address
http://airtel.in/(Choosecircle).aspx?path=1/6/6/2 at our website, to learn of the various
voucher rates available in your circle and to understand the Prepaid Value of Service and the
components of the same.

7.3. Terminating your Connection:

ƒ In case you wish to terminate your connection, you can log a disconnection request by
calling our Contact Center, or sending us an email, or depositing a letter at our Airtel
Relationship Center, or by sending us a fax.
ƒ Within 24 hours of receiving your request, we will stop the rental charges on your
connection.
ƒ We may contact you to understand the reasons of disconnection.
ƒ Subsequent to that, the connection will be terminated and your case will be processed for
full and final settlement of all dues, and settlement will be made against your security
deposit. Balance will be cleared either from us or from you, as is applicable.
ƒ Full and final settlement will be done within 60 days of receiving your disconnection request.
In case we need to refund you any amount, a cheque for that amount (after adjustment of
initial payment) will be sent to you on the addressed given by you.
ƒ To know more about the process of termination and disconnection please read the Terms
and Conditions included in the Welcome Kit provided to you. You could also read the same
here (Annexure 3 – Postpaid and Annexure 4 – Prepaid)

For more information about Airtel’s products and services we invite you to visit us at
http://www.airtel.in

We value you being on Bharti Network

 Annexure 1: Nodal Officers
Circle Officer Name E-Mail Address Phone No. Fax No. Office Address
Andhra Pradesh Paul T Marshal Nodalofficer.andhra@airtel.in + 91 9959334865 + 91 Bharti Airtel Limited
9849011848 Splendid Towers
Opp. Begumpet Police Station
Begumpet,
Hyderabad - 500 016,
Andhra Pradesh

Assam Preetam Nodalofficer.NESA@airtel.in +91 9957134865 +0361 2341370 Bharti Airtel Ltd
Ghosh Mega Plaza, 4th Floor,
G.S.Road, Christian Basti,
Guwahati 781005

Bihar & Rizwan Ansari nodalofficer.bih@airtel.in +91 9934334865 +061 22273646 Bharti Airtel Limited
Jharkhand Anand Vihar, 7th Floor,
Guinea Motors,
West Boring Canal Road
Patna - 800001

Chennai Vassim Unissa nodalofficer.tn@airtel.in + 91 9952434865 + 91 Bharti Airtel Limited

9840198600 Oceanic Towers, 8th Floor,
101 Santhome High Road,
Chennai 600 028,
Tamil Nadu

Delhi Zeenie Chugh nodalofficer.del@airtel.in + 91 9818334865 + 91 Bharti Airtel Ltd

9810498104 D-184, Okhla Industrial Area, Phase -
I,
New Delhi - 110 020.

Gujarat Keyur Karia nodalofficer.guj@airtel.in +91 9724534865 +079 40090330 Bharti Airtel Limited
Zodiac Square,
2nd Floor, SG Road
Opp. Gurudwara
Ahmedabad 380054

Haryana Pankaj Sharma nodalofficer.har@airtel.in + 91 9996034865 +91 9896298962 Bharti Airtel Limited
85, Durand Road,
Ambala Cantt-133001,
Haryana

Himachal Ruhi Dehloo nodalofficer.hp@airtel.in + 91 9805034865 +0177 2620312 Bharti Airtel Ltd
Pradesh Block No. 11 A, SDA Complex,
Kasumpti,
Shimla 171 009,
Himachal Pradesh

Jammu & Sandeep Rai nodalofficer.jk@airtel.in + 91 9797334865 0194 2500402 Bharti Airtel Limited
Kashmir Ansari Complex,
Sonwar, Srinagar,
Jammu & Kashmir 190 001

Karnataka Meenakshi nodalofficer.kk@airtel.in +91 9972534865 +91 9945500121 Bharti Airtel Limited
Bora 55, Divyasree Towers,
Bannerghatta Road,
Bangalore 560 029
Karnataka

Kerala Jyotsna Vishud nodalofficer.ker@airtel.in + 91 9995834865 + 91 Bharti Airtel Ltd

9895022335 N H Bypass, Kundanoor Jn,
Maradu P O
Kochi 682034
Kerala
Kolkata Raja Sekhar nodalofficer.wb@airtel.in +91 9831234865 +033 40060078 Bharti Airtel Ltd
G.P.Tronics Building,
Y 17, Block EP, Sector 5,
Salt Lake,
Kolkata - 700 091,
West Bengal

Maharashtra & Sachin Jhadav nodalofficer.mumbai@airtel.in +91 9987234865 +022 40031404 Bharti Airtel Limited
Goa Vega Centre, A-Building,
Shankarseth Road, Adj. to IT Office,
Swargate,
Pune - 411 037

MP & Melroy Dsouza nodalofficer.mpcg@airtel.in +91 9893134865 +0731 4031101 Bharti Airtel Limited
Chattisgarh 3rd Floor, Metro Towers, AB Road,
Near Vijay Nagar, Indore,
Madhya Pradesh

Mumbai Cheryl Periera nodalofficer.mumbai@airtel.in +91 9987234865 +022 40031404 Bharti Airtel Limited
7th Floor,Interface Bldg No -7,
Mindspace, Link Road,
Malad (W),
Mumbai - 400064,

North East Jacqueline nodalofficer.nesa@airtel.in +91 9957134865 +0361 2341370 Bharti Airtel Limited
Thanghkiew Mega Plaza, 4th Floor,
G.S.Road, Christian Basti,
Guwahati 781005

Orissa Yamini Parmar nodalofficer.orissa@airtel.in + 91 9937449253 +0674 2532801 Bharti Airtel Limited
Epari Plaza, C/653, Janapath,
Kharavela Nagar,
Bhubaneswar-751001,
Orissa

Punjab Amitabh Kumar nodalofficer.pb@airtel.in + 91 9878434865 + 91 Bharti Airtel Ltd

9815298152 C-25, Industrial Area, Phase 2,
SAS Nagar,
Mohali - 160 055, Punjab

Rajasthan Sandeep Jain nodalofficer.raj@airtel.in +91 9928034865 +0141 4044204 Bharti Airtel Limited
K-21, Sunny House,
Malviya Marg, C-Scheme,
Jaipur,
Rajasthan

Tamil Nadu Vassim Unissa nodalofficer.tn@airtel.in + 91 9952434865 + 91 Bharti Airtel Limited,

9840198600 Oceanic Towers, 8th Floor,
101 Santhome High Road,
Chennai 600 028,
Tamil Nadu

UP East Manjit Kaushal nodalofficer.upe@airtel.in + 91 9935334865 +0522 4015828 Bharti Airtel Ltd
Jahangirabad Palace, 12, Rani Laxmi
Bai Marg,
Near Tulsi Traders,
Hazratganj,
Lucknow - 226001

UP(West) & Manjit Kaushal nodalofficer.upw@airtel.in +91 9897534865 +0522 4015828 Bharti Airtel Limited
Uttarakhand C-31, Divider Road, Ganga Nagar
Mawana Road
Meerut 250004

West Bengal Raja Sekhar nodalofficer.wb@airtel.in +91 9831234865 +033 40060078 Bharti Airtel Ltd
G.P.Tronics Building, Y 17, Block EP,
Sector 5, Salt Lake,
Kolkata - 700 091,
West Bengal
 Annexure 2: Appellate Authority

Circle Officer Name E-Mail Address Phone No. Fax No. Office Address
Andhra Pradesh Manjula Menon appellate.andhra@airtel.in +91 +91 9849011848 Bharti Airtel Limited
9959444865 Splendid Towers,
Opp.Begumpet Police
Station,
Begumpet,
Hyderabad - 500 016.
Assam Sourin C Buragohain appellate.nesa@airtel.in + 91 +0361 2341370 Bharti Airtel Limited
9957144865 Mega Plaza, 4th Floor,
G.S.Road, Christian Basti,
Guwahati 781005

Bihar & Sharique Nasir appellate.bihar@airtel.in +91 +91-22273585 Bharti Airtel Limited
Jharkhand 9934844866 Anand Vihar, 7th Floor,
Guinea Motors,
West Boring Canal Rd.,
Patna - 800001

Chennai Radhika Ramesh appellate.tn@airtel.in + 91 + 91 9840198600 Bharti Airtel Limited

9940644865 Oceanic Towers, 8th Floor,
101 Santhome High Road,
Chennai 600 028

Delhi Imran Khan appellate.del@airtel.in + 91 + 91 9810498104 Bharti Airtel Limited

9958444865 D-184, Okhla Indl. Ph-I,
New Delhi - 110 020.
Gujarat Niti Sharma appellate.guj@airtel.in +91 +079 40090330 Bharti Airtel Limited
9724544865 Zodiac Square, 2nd Floor,
SG Road, Opp Gurudwara,
Ahmedabad 380 054

Haryana Rishi Gumber appellate.har@airtel.in +91 +91 9896298962 Bharti Airtel Limited
9729044865 85, Durand Road,
Ambala Cantt.,133001,
Haryana

Himachal Rishi Gumber appellate.hp@airtel.in + 91 +0177 2620312 Bharti Airtel Limited

Pradesh 9805044865 Block No. 11 A, SDA
Complex,
Kasumpti,
Shimla 171009
Jammu & Indranil Mukherjee appellate.jk@airtel.in + 91 +0191 2473337 Bharti Airtel Limited,
Kashmir 9797344865 B2, 3rd Floor, South Block,
Bahu Plaza, Gandhi Nagar,
Jammu, Jammu & Kashmir
180012

Karnataka Sharad Damani appellate.kk@airtel.in + 91 +91 9945500121 Bharti Airtel Limited

9972544865 55, Divyasree Towers,
Bannerghatta Road,
Bangalore 560 029

Kerala Shihab VK appellate.ker@airtel.in + 91 + 91 9895022335 Bharti Airtel Limited

9995844865 N H Bypass Kundanoor Jn,
Maradu P O
Kochi 682034
Kerala

Kolkata Arunab Majumdar appellate.wb@airtel.in + 91 +033 40060078 Bharti Airtel Limited

9831844865 G.P.Tronics Building,
Y 17, Block EP, Sector 5,
Salt Lake, Kolkata - 700 091,
West Bengal
Maharashtra & Vishal Gurung appellate.mah@airtel.in + 91 +022 40031404 Bharti Airtel Limited,
Goa 9987244865 Vega Centre,A-Building,
Shankarseth Road,
Next to IT Office, Swargate,
Pune - 411 037

MP & Anuj Bahuguna appellate.mpcg@airtel.in + 91 +0731 4031101 Bharti Airtel Limited

Chattisgarh 9981544865 3rd Floor, Metro Towers,
AB Road, Near Vijay Nagar,
Indore,
Madhya Pradesh

Mumbai Vishal Gurung appellate.mumbai@airtel.in + 91 +022 40031404 Bharti Airtel Limited

9987244865 7th Floor, Interface Bldg No -
7,
Mindspace, Link Road,
Malad (W),
Mumbai - 400064,
Maharashtra
North East Sourin C Buragohain appellate.nesa@airtel.in + 91 +0361 2341370 Bharti Hexacom Limited
9957144865 Mega Plaza, 4th Floor,
G.S.Road, Christian Basti,
Guwathi 5

Orissa Arunab Majumdar appellate.orissa@airtel.in + 91 +067 42532801 Bharti Airtel Limited

9937044865 Epari Plaza, C-653, Janpata,
Kharvellanagar, Unit 3,
Bhubaneswar - 751001
Orissa

Punjab Rishi Gumber appellate.pb@airtel.in + 91 + 91 9815298152 Bharti Airtel Limited

9878444865 C-25, Industrial Area, Phase
2,
SAS Nagar,
Mohali - 160055
Rajasthan Himani Bhatnagar appellate.raj@airtel.in +91 +0141 4044204 Bharti Airtel Limited,
9928944865 K-21, Sunny House,
Malviya Marg, C-Scheme,
Jaipur,
Rajasthan

Tamil Nadu Radhika Ramesh appellate.tn@airtel.in + 91 + 91 9840198600 Bharti Airtel Limited

9940644865 Oceanic Towers, 8th Floor,
101 Santhome High Road,
Chennai 600 028

UP East Nalini Kanakam appellate.upe@airtel.in + 91 +0522 4015828 Bharti Airtel Limited

9997444865 Jehangirabad Palace,
12, Rani Laxhmi Bai Marg,
Near Tulsi Traders,
Hazrat Ganj,
Lucknow, (UP)

UP(West) & Nalini Kanakam appellate.upw@airtel.in + 91 +0522-4015828 Bharti Airtel Limited

Uttarakhand 9997444865 C-31, Divider Road
Ganga Nagar, Mawana Road
Meerut 250004

West Bengal Arunab Majumdar appellate.wb@airtel.in + 91 +033 40060078 Bharti Airtel Limited
9831844865 G.P.Tronics Building,
Y 17, Block EP, Sector 5,
Salt Lake,
Kolkata - 700 091,
West Bengal
Annexure 3: Terms & Conditions - Postpaid

Annexure 3 - Terms
and Conditions Postpa

Annexure 4: Terms & Conditions - Prepaid

Annexure 4 - Terms
and Conditions Prepa