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DOCUMENT POLICY AND GUIDELINES Pre-pay & Post-Pay

TTL Proprietary and Confidential

Induction Document

11/5/2012

Contents
Process Summary Business Rules How To Fill The CAF Form How To Fill The Tariff Enrolment Form Proof Of Address & Proof Of Identity

DOT Approved List Of Documents Standard CAF Rejection (Pre-Pay & Post-Pay) Advisories to be Adhered by Activation Officer Outstation Customers Policy Foreign Nationals Policy Bulk Connection Policy
TTL Proprietary and Confidential Induction Document 11/5/2012

Process Summary

Objective

To define a Standard Documentation Policy for TTL.

Start Point

Customer applies for the TATA TELESERVICES telephony services.

End Point

Activation of services post validation of documents and verification as per the defined Guidelines.

Process Scope

This process is applicable for all business units at TTL(GSM,CDMA & EBS)

TTL Proprietary and Confidential

Induction Document

11/5/2012

New Directives
1 2 3 4 5 6 7 8 Activation will only happen post verification of customer either through Tele-verification or Field Verification Point of sales will handover SIM to Outstation customer after successful verification of local reference CAF to be validated and signed by TTL employee for 100% activations Point of sale shall verify Photograph, POI/POA of customer and provide counterfoil Subscriber details to be captured in data base before activation & verification Subscriber verification is mandatory for 100% cases Prior activation, shall identify bulk cases and ensure field verification Individuals are not entitled to have more than 9 connections Foreign national customer, validity of the connections should not exceed the validity of visa or 3 months whichever is earlier SIM card in non transferable, name change is allowed with in blood relation and legal ties Disconnection of service with 72 hours if reported non compliant by TERM/DOT/Security Agencies

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10 11

TTL Proprietary and Confidential

Induction Document

11/5/2012

Business Rules
1. 2. 3. 100% POA & POI should be accepted as per DOT approved list of documents. Subscriber to put the self attestation on each document given at the Point of sales. Photograph on the Customer application form is compulsory & should be pasted on CAF in the space/block provided on the top of the CAF/any other specified area. Passport Size Colored Photograph is required & same should be signed across. Customer Signature should be present on the CAF & All supporting Documents

4. 5.

6.
7. 8.

Customer Signature should be same all across the CAF & submitted documents.
CAF with overwriting /cutting & whitener will not be accepted. The Date mentioned on the CAF (Customer CAF filling date, POS Sale Date and Distributor CRV date is mandatory Customer Signature Required on: Across the Photograph Customer Declaration Customer Verification Part Form 60/61 (in case PAN is not available) On all supporting Documents

9.

10. At Point of sales it will be retailer / Distributors to certify the customer document as Original seen and verified i.e. on each customer document Retailer / distributor Name, Address, signature, stamp and date of sale must be available.
TTL Proprietary and Confidential Induction Document 11/5/2012

Business Rules
11. Proof of identification and photograph should match with applicant for individuals/Authorized Signatory in case non individual. 12. On Customer Application Form Customer Name & Address should be matching as per POA / POI Provided by the customer. 13. Subscriber POI, POA & other documents should be Legible . 14. POI/POA should have issuing authority Signature available.

15. Passbook should have account number with the signature of bank authorized signatory & should have current last three months transactions in it.
16. Driving License to have both the date of issue & the date of expiry clearly visible. Maharashtra Govt. passed driving license as POI only

17. Passport copy has to be provided with the page that contains the passport number which is printed in dotted form. 18. For Outstation customer, POS will take the Local Reference Name and contact number. POS will Tele-verify with the L/R and the relationship with the customer . If the Tele-verification is positive the outstation details will filled on the CAF
19. TEF (Tariff Enrolment Form) for Post Paid connection is mandatory which needs to be correctly filled & properly stamped & signed at the Point of Sale.

TTL Proprietary and Confidential

Induction Document

11/5/2012

Business Rules
20. Details to be provided On CAF : Del Number Subscriber Name as per POA/POI Customer Address as per POA Authorized Signatory name in cases of non individuals Fathers/Husband Name Customers Date of Birth Acquiring POS/Distributor/Stores/COCO Name, address, code, date & stamp

TTL Proprietary and Confidential

Induction Document

11/5/2012

Instruction on POA/POI
The Photograph on POI should be clear & legible. POI & POA document should not be expired. Document Number on POI & POA should be checked & properly verified. Customer should sign on each document & the same to be checked properly at the time of pick up. POI & POA documents should be clear & legible. The POI & POA accepted documents should be as per the DOT approved list only. Date of Issue, Place & Issuing authority details should be available on POI & POA & should be checked properly at the time of Pick Up. Retailer /POS name, Code, Signature, and Stamp of verification should be available on the documents. For outstation customer verification details of Local Referee name, contact number & his address should

be found available.
Retailer /POS name, Code, Signature, and Stamp of verification should be available on outstation Local Referee verification details in CAF. Documents verified from Original remarks should be available on the POI & POA on submitted

documents.

TTL Proprietary and Confidential

Induction Document

11/5/2012

DOs & DONTS Regarding Customer Application Form


DOs
Recent Colour passport size with Cross Signed on CAF by customer is required to be pasted on CAF. Del number should be written / RSN sticker. Customer name and address should be clearly mentioned on the CAF and should be same as mentioned on POA/POI Father's name should be mentioned on the CAF. Document Submitted details to be filled in as per the POI/POA only. Address on CAF should be complete and should match with POA. Form 60/61 is applicable if PAN / GIR Number is not available of CAF. Customer should self attest the photograph and POA / POI. For outstation customer both Permanent and local address are must. Local Referee to be verified at POS. For outstation customer reference contact number, name and address should be available on CAF as specified. In case of Foreign National Visa validity to be checked (3months from within the date of providing the connection. In case of Marine customer validity of work permit to be checked & mentioned on CAF.

DONTS
No cutting / over writing allowed on CAF or documents provided.

Whitener should not be used on CAF. Multiple stamps should not be there on CAF / POI /
POA.

Short Signatures by the Retailer, Distributor, Customer


or TTL employee is not allowed.

Cutting on photographs are not allowed. Any POI having a family photographs is not allowed. POI which is either to blurred or too dark is not
allowed.

POI / POA other than the list of documents approved by


DOT are not allowed.

Torn CAF or torn POI / POA not acceptable. All previous policy subside over the current
documentation policy as per DoT notification dated 8th Aug2012.

Local Reference in case of Foreign National is mandatory as per the guidelines.


Alternate contact No is MANDATORY in case of Data customers. CAF to be signed by Retailer , Distributor , Customer & TTL Employee. Retailer Stamp duly signed should be available on CAF, POA, POI

TTL Proprietary and Confidential

Induction Document

11/5/2012

Advisories to be adhered by Activation Officer


1. 2. 3. Activation date cannot be prior to the CAF Date. Activation officer to Sign & Stamp the CAF post Order Entry only. As per the new process Activation Date is equal to HLR Creation Date (Blocked Status), this will happen after Order Entry / Data Entry. 4. 5. Activation officer must visit the Distributor point before the start and change of the beat plan. Activation officer must perform sample Audit (one or two distributors) on the Beat Plan assigned to his / her SPOKE on weekly basis to ensure Pickup Compliance and TAT. 6. 7. 8. All Rejections wherever Order Entry / Data Entry is done has to be sent to HUB for indexing and warehousing. MNP Rejected CAFs will not be sent back to the Distributors All MNP Rejected CAFs to be indexed / Bundled and Boxed Separately before sending the same to HUB officer for warehousing purpose 9. Movement of CAF Boxes for Warehousing from HUB to respective Circle warehousing location has to be completed on weekly basis plan agreed between TTL & DMS Partner. 10. Usage of Single ID and Multiple user should not be allowed in the Spoke / HUB for Login and Order Entry / Data Entry 11. Activation Officer will maintain the Data Privacy and will ensure no leakage of DATA and Company policy outside

TTL
12. Activation officer will keep the Computer and other storage devices password protected.

TTL Proprietary and Confidential

Induction Document

11/5/2012

Acceptable Document
Documents Acceptable as Proof of Identity and Proof of Address for Mobile Subscriber Verification

TTL Proprietary and Confidential

Induction Document

11/5/2012

Acceptable Document
Documents Acceptable as Proof of Identity and Proof of Address for Mobile Subscriber Verification

TTL Proprietary and Confidential

Induction Document

11/5/2012

Rejection Reasons

TTL Proprietary and Confidential

Induction Document

11/5/2012

Rejection Reasons

TTL Proprietary and Confidential

Induction Document

11/5/2012

Rejection Reasons

TTL Proprietary and Confidential

Induction Document

11/5/2012

Key Roles & Responsibilities

TTL Proprietary and Confidential

Induction Document

11/5/2012

Prepay CAF
1. Color Passport size with crossed signature of the applicant 2. Local Reference full name, full address with local contact number of Local Referee in case of outstation/foreign customer. 3. Customers signature along with Date. 4. Declaration by Retailer along with his full name, complete address, Retailer code, Contact number and Date. 5. Declaration by Distributor along with his full name, complete address, Retailer code, Contact number and Date. 6. Declaration by TTL Employee along with full name, Employee code, Designation and Date. 7. If PAN Card copy is not provided, then Form 60/61 need to be filled by the customer.

TTL Proprietary and Confidential

Induction Document

11/5/2012

Postpay CAF
1. Color Passport size with crossed signature of the applicant 2. Local Reference full name, full address with local contact number of Local Referee in case of outstation/foreign customer. 3. Customers signature along with Date. 4. Declaration by Retailer along with his full name, complete address, Retailer code, Contact number and Date. 5. Declaration by Distributor along with his full name, complete address, Retailer code, Contact number and Date. 6. Declaration by TTL Employee along with full name, Employee code, Designation and Date. 7. If PAN Card copy is not provided, then Form 60/61 need to be filled by the customer.

TTL Proprietary and Confidential

Induction Document

11/5/2012

POI & POA

Customer Signature

Retail Stamp & Signature

Distributor Stamp & Signature

TTL Proprietary and Confidential

Induction Document

11/5/2012

Tariff Sheet

Customer Signature

Retail Stamp & Signature

Distributor Stamp & Signature

TTL Proprietary and Confidential

Induction Document

11/5/2012

TTL Proprietary and Confidential

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