TELECOM CONSUMERS CHARTER

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Table of Contents
Introduction............................................................... 5

Presence................................................................... 6

How to contact us..................................................... 7

Duties and Obligation of Service Provider.............. 13

Quality of services: Service Benchmarks:............... 14

TCCPR Regulation 2011:

Customer Preference Registration Facility.............. 15

Mobile Number Portability:...................................... 16

Terms and Conditions (Post Paid)........................... 17

Terms and Conditions (Pre Paid)............................. 23

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Introduction

The Aircel group is a joint venture between

Maxis Communications Berhad of Malaysia
and Sindya Securities & Investments Private
Limited, whose shareholders are the Reddy
family of Chennai, with Maxis Communications
holding a majority stake of 74%.

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Presence

Aircel today has a presence that spreads

across almost the entire length and breadth
of India. Operations commenced in south
India, where Aircel established its leadership
and from there extended itself to the pan
India operator. Aircel today is operating in 23
telecomm circles and is all geared for dynamic
expansion plan in the near future.

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How 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

Alternatively, you may choose to call us on

our - Consumer Care Number @ 198 and
or our General Information Number @ 121
(Toll free for automated response for query
only from Aircel mobile) or through our
website www.aircel.in

Call Center:
It is the first level contact where you can register
your Request or Complaint. Aircel Customer Service
Representative will provide you the resolution.

Appellate Authority:
In case you are not satisfied with the resolution
provided, you file an appeal in the prescribed form to
our Appellate Authority.

Web self care link:

Customer visit Aircel website: www.aircel.com

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121 Applicable across all circles – (Toll free for Aircel subscribers)
S No. Service Area Contact Point Contact E-mail id Aircel Office Address
Name Number

Helpline 9700012345 care.andhrapradesh@aircel.co.in Aircel Ltd., 5th floor, CACHE

1 Andhra Properties, Gumidelli Commercial
Pradesh Appellate Authority 9700199010 appellate.andhrapradesh@aircel.co.in Complex, 1-10-39 to 44, Old Airport
Prateek Parashar Road, Begumpet, Hyderabad - 500016
Helpline 9854012345 care.assam@aircel.co.in
Dishnet Wireless Ltd. Tribeni
2 Assam Commercial Complex, 3rd Floor, G. S.
Appellate Authority 9854199010 appellate.assam@aircel.co.in Road, Ulubari, Guwahati - 781007
Monisha Dowerah
Helpline 9852012345 care.bihar@aircel.co.in
Dishnet Wireless Limited, 6th Floor, Sai
3 Bihar & Corporate Park, Rishi Vatika,
Jharkhand Appellate Authority 9852199010 appellate.bihar@aircel.co.in
Manish vats Rukanpura, Patna - 800014

Helpline 9841012345 talktoaircel@aircel.co.in;

Corporatecare@aircel.co.in Aircel Mobile Limited , 5th Floor,
4 Chennai Spencer Plaza , 769, Anna Salai,
Appellate Authority 9551299210 appellate.chn@aircel.co.in Chennai - 600 002
P.R Sethuraman
Helpline 9716012345 care.delhi@aircel.co.in Aircel Ltd., A-44, Mohan Co-operative,
5 Delhi Appellate Authority Industrial Estate (MCIE), Mathura Road,
9716199010 appellate.delhi@aircel.co.in New Delhi - 110044
Brijesh Trivedi
Helpline 9857012345 care.hp@aircel.co.in
Himachal Dishnet Wireless Ltd. 2nd and 3rd
6 Floor, Keonthal Complex, Main Bazar,
Pradesh Appellate Authority
9857199010 appellate.hp@aircel.co.in Khalini, Shimla - 171002
Arti Goyal
Helpline 9858012345 care.j&k@aircel.co.in
Jammu & Dishnet Wireless Ltd. Hall No 105-112
7 B1, North Block Bahu Plaza Complex,
Kashmir Appellate Authority
Kamlesh Melwani 9858199010 appellate.j&k@aircel.co.in Jammu - 180012

Helpline 9738012345 care.karnataka@aircel.co.in

Aircel Ltd., Municipal No.66-5-25, HM
8 Karnataka Vibha Towers, Luskar Hosur Road,
Appellate Authority
Alex Mendes 9738199010 appellate.karnataka@aircel.co.in Adugodi, Bengaluru - 560029

Helpline 9809012345 care.kerala@aircel.co.in Dishnet Wireless Ltd(Aircel),

NO.9419/33/2365, R R Arcade, B-2,
9 Kerala Appellate Authority
9809199010 appellate.kerala@aircel.co.in NH 47 Bypass, Thammanam (PO),
Sunil Joseph Cochin - 682032
Helpline 9804012345 care.kolkata@aircel.co.in Dishnet Wireless Ltd. Globsyn Crystal
Buildingng, 3rd floor, Block EP, Plot
10 Kolkata Appellate Authority No.11 & 12, Sec - 5, Salt Lake
Sirshendu Sinha 9804099011 appellate.kolkata@aircel.co.in Electronics Complex, Salt Lake City,
Chaudhuri Kolkata - 700091
Helpline 9762012345 care.maharashtra@aircel.co.in
Aircel Ltd., Commer Zone, 2nd
11 Maharashtra Appellate Authority Building, 144 & 145, Samrat Ashoka
Seema V Pai 9762199010 appellate.maharashtra@aircel.co.in Path, Yerwada, Pune - 411006

Helpline 9768012345 care.mumbai@aircel.co.in Aircel Ltd., Opus Centre, 47, Central

12 Mumbai Road, Opp: Hotel Tunga Paradise,
Appellate Authority M.I.D.C., Andheri (East),
Seema V Pai 9768199010 appellate.mumbai@aircel.co.in Mumbai - 400093
Helpline 9856012345 care.ne@aircel.co.in
Dishnet Wireless Ltd., Eldorado
13 North East Building, 3rd Floor,Opp MTC
Appellate Authority 9856199010 appellate.ne@aircel.co.in Building,Jail Road, Shillong - 793001
Chiranjib Basu
Helpline 9853012345 care.orissa@aircel.co.in Dishnet Wireless Ltd. 7th Floor, Block
14 Orissa Appellate Authority B, Fortune Towers, Chandrasekharpur,
Madhu Chhanda 9853199010 appellate.orissa@aircel.co.in Bhubaneshwar - 751023
Nanda
Helpline 9842012345 Care.tn@aircel.co.in Aircel Limited, 1562 A, Avinashi Road,
15 Tamil Nadu Appellate Authority 0422- Nalavind Towers, Near GRG school,
Prakash V 2220617 appellate.tn@aircel.co.in Peelamedu, Coimbatore -6 41004
Extn: 1317
Helpline 9807012345 care.upeast@aircel.co.in Dishnet Wireless Limited, Ratan
16 UP-East Appellate Authority Square, 3rd Floor, 20 A, Vidhan Sabha
Bhineet K Singh 9807199010 appellate.upeast@aircel.co.in Marg, Lucknow, Uttar Pradesh- 226001

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Complaint Redressal Process:

Call 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. 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
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 reference number for your complaint along with the expected
timeline for closure of your complaint.

For resolution of your grievances and registration of complaints, you can contact us at our
toll free consumer care number 198 or through e mail or FAX.

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Time limit for redressal of grievance of consumers by Call Centers.
(1) Unless specified elsewhere, all complaints relating to fault or disruption of service or
disconnection of service shall be redressed within three days from the date of registration
of complaint;

(2) Unless specified elsewhere, all other complaints shall be redressed within 3days from
the date of registration of complaint;

(3) Where lesser time limit has been specified by any other law for the time being in force or
other regulations of TRAI or DOT or by Aircel for redressal of grievance, the Call Centers
shall redress the grievances of the consumer within such specified time.

Appellate Authority:
Should the need arise you may approach the Appellate Authority (after expiry of the period
of 30 days but before 3 months from the time limit specified by the complaint center”)who
is the next level of escalation for the Circle. The Appellate Authority shall, within 10 days of
the appeal being place before it, conduct such enquiry as it may consider necessary and
dispose of the appeal by passing reasoned order in writing stating therein the points for
determination and the decision thereon. You may use a printed form for filing your appeal
to the Appellate Authority which is available at our relationship centers and our website.

Our Expectations from Subscribers

1. Aircel expects the subscribers to follow certain etiquettes for usages of mobile phones
such as:
i) The mobile phone user should strictly adhere to the rules/regulations/orders/instructions as issued from
time to time by the Government /Authorities in Schools, Colleges, Offices etc;

ii) In the public places, the mobile phone should be kept in switched off mode or in vibration or silent mode,
as per the instructions on the sign boards displayed by the Authorities in hospital, airplanes, trains, buses,
places of worship, cremation/burial ground, auditorium, cinema hall etc.

iii) Mobile phone should not be used while driving.

iv) In the public places the mobile user should be considerate to people sitting or standing near him/her. He/
she can move away from the people so that they are not forced to listen to his/her personal/ business
conversation;

v) Mobile phone should not be used to capture photographs of individuals without their knowledge and
consent. It should not be used to take photographs in public places-deemed-private like swimming
pools, gyms etc. Privacy of persons around the user of the camera phone should be respected.

vi) Ringtones should be set at low level and should not be annoying to the people around.

vii) The mobile phone user should not send request to the television operators for scrolling their private SMSs
on the screen of televisions.

2. Subscribers are expected not to indulge in usage of telephones/mobiles for undesirable,

illegal activities.

3. Subscribers are expected to first seek the redressal of their grievances relating to
telecom services through Complaint Redressal Process established by Aircel.

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How to use- Self Help!

Info Area Information Keyword send to 121 (toll free )

Balance , Validity For current balance & validit y BAL

& Recharge Recharge Method(Prepaid) RCHARGE

Bill & Payment Related Check the Security Deposit SD

Know the Relationship Number/Credit Limit ACC
Know the Last 2 Payment Details PYMT
(Amount/Date/Mode)
Know the bill details (Outstanding Amt/Due BILL
Date/Bill Cycle/Bill Mode )
Know the current unbilled amount UNB
Request for Bill Plan Change BPC <Plan Name>
Aircel Touch Point Nearest Store Store <Pincode>
Pay Centre PayCentre <Mode of Payment> <Pincode >
Bill related request Req dup-bill DUPBILL <first 3 letters of Month>
E-Bill Subscription START EBILL <Email>
"Only Paper Bill" Subscription STOP EBILL
Itemized Bill Subscription START ITEMBILL
Itemized Bill Un-Subscription STOP ITEMBILL
One time Itemized Bill ITEMBILL <first 3 letters of Month>
Check and update Update Alternate contact numbe r CONTACT <NUMBER>
account details Update email ID EMAIL <EMAIL>
Check Email ID My Email
Display PUK details PUK
Complaint & Request Bill Not Received Complaint BNR <first 3 letters of Month>
Get info on Last 2 SR Status SRSTATUS
GPRS &3G To Start GPRS START GPRS
Get VAS Help Menu VAS
Get GPRS/WAP/MMS settings ALL
To Activate 3G on existing 2G numbers START 3G
To Deactivate 3G STOP 3G
Start/Stop Activation of Dialler Tune Service START DT
Deactivation of Dialler Tune Service STOP DT
Activation of Voice Chat Service START VC
Deactivation of Voice Chat Service STOP VC
Activation of Music On Call Servic e START MOC
Deactivation of Music On Call Servic e STOP MOC
Activation of Missed Call Alert Service START MCA
Deactivation of Missed Call Alert Service STOP MCA
Roaming To provide national roaming operator ROAMING <CIRCLE NAME >
tie-up details
To provide International Roaming charges ROAM <COUNTRY NAME>

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Billing & Payments
About Bill:
Bill is a demand note raised by the service provider to the customer against the services
rendered by the service provider to the customer as per the agreed terms like bill plan,
scheme, offer opted by the customer..

Bill Cycle:
It is a period defined by the service provider for which the service provide will raise the
bill for services delivered to the customer. Aircel has monthly bill cycle for its postpaid
customers.

Billing Address Change

To change your billing address, you need to fill up the ‘Profile Change Request’ form and
submit the same at any of our Aircel Stores along with the latest address proof as per the
list given above. The ‘Profile Change Request’ form is available at our Aircel Stores. For
more details you can call up at our Aircel call centre.

About Credit Limit.

The credit limit is a usage limit defined by the service provider to its postpaid users. It is
either equal to or more than the security deposit of the customer. The service provider may
change it as per their policies in line with TRAI guidelines.

How does the credit limit impact the services

When the customer ‘s usage is about to reach equal to the credit limit, a communication
is sent to the customer to inform him/her to make the interim payment so as to enjoy
uninterrupted services. In case the required interim payment is not made by the customer
within the stipulated time, the service provider may bar the outgoing services or outgoing
and incoming both.

Provide various methods of payment

You can make payment of your Aircel connection through any of the following modes:

➢ Payment through Cash /Cheque :

➢ ECS/SI:
➢ On line bill payment:

Cancellation & Refund:

In case you wish to cancel your connection with us due to certain reason, you can send
a written request to us. We would request you to mention the specific reason on your
cancellation request so that we can act accordingly. Your security deposit refund, if any,
will be processed and you will get the same within 60 days from the date of the request
received by us. Any dues in your account will be adjusted against the security deposit.

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Duties and Obligation of Service Provider
1. All Service Providers acknowledge the rights of citizens to have a free choice in selecting their Service
Providers and agree to promote their services in the best spirit of competition and traditions of service to
consumers.

2. All Service Providers agree to promote the consumers’ right to education, choice, representation and
redress;

3. All Service Providers assure that the privacy of their subscribers (not affecting the national security) shall
be scrupulously guarded;

4. All Service Providers assure that their subscribers shall be entitled to interact with them, either personally
or through their authorized representatives;

5. For information and education of subscribers, all Service Providers agree to inform their subscribers of
the broad range of services offered, the individual plans available to them at any given point of time, the
tariff rates applicable to each of these, their validity, terms and conditions, payment policies, the billing
processes and procedures and the structure within the organization where information and clarification
on consumer redress systems for complaints and billing disputes will be available with all their relevant
contact numbers;

6. All Service Providers agree to arrange human interface with responsible company executives whose
name and identity are made known during the process of disputes resolution in addition to arrangements
like Customer Care Service through Call Centers;

7. All service providers agree to inform their subscribers on the reverse of each* bill, their consumer grievance
redress process with respect to fault complaints and billing disputes. They also agree to resolve the
disputes as per the guidelines of TRAI issued from time to time;

8. All Service Providers agree to provide in their bills related call and tariff details, payment procedures and
list of points at which payments can be made by subscribers;

9. All service providers shall render service without discrimination to every citizen as per his eligibility defined
below and who undertakes to pay all charges and deposits:

“For the purpose of this clause, a citizen shall be defined as an individual above the age of 18 or an
institution, NGO or business/service organization engaged in any activity which is permissible under the
laws of the land”.

10. All service providers agree to provide their subscribers satisfactory connectivity to their services and
interconnectivity to the extent of their respective legal obligation under the relevant interconnection
agreement and to ensure that subscribers do not suffer on account of poor service;

11. All service providers agree to levy reconnection charges as per the TTO or waive the same on their own
discretion;

12. The subscribers agree to clear all dues within the specified time;

13. All Service Providers agree to achieve the minimum benchmarks prescribed by TRAI with respect to the
quality of service and also commit themselves to improve upon the standards of service at different points
of time;

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Quality of services: Service Benchmarks:
It is our endeavor to meet the following Quality of Service Benchmarks for Cellular Mobile
Telephone Service in respect of each specified parameter below:

A Network Service Quality Parameters:

(i) Network Availability
BTSs Accumulated downtime (not available for service) ≤ 2%
Worst affected BTSs due to downtime ≤ 2%
(ii) Connection Establishment (Accessibility)
Call Set-up Success Rate (within licensee’s own network) ≥ 95%
SDCCH/paging Channel Congestion ≤ 1%
TCH Congestion ≤ 2%
(iii) Connection Maintenance (Retainability)
Call Drop Rate ≤ 2%
Worst affected cells having more than 3% TCH drop ≤ 5% upto 31.03.2011
(call drop) rate ≤ 3% From 01.04.2011
Connections with good voice quality ≥ 95%
(iv) Point of Interconnection (POI) Congestion ( on individual POI) ≤ 0.5%

B Customer Service Quality Parameters:

(v) Metering and billing credibility – post paid Not more than 0.1% of bills issued
should be disputed over a billing
cycle
(vi) Metering and billing credibility –- pre-paid Not more than 1 complaint per
1000 customers i.e. 0.1% complaints for metering, charging, credit, and
validity
(vii) Resolution of billing/ charging complaints 100% within 4 weeks
Period of applying credit/ waiver/ adjustment to within 1 week of resolution of
customer’s account from the date of resolution complaint
of complaints

(viii)Response Time to the customer for assistance

Accessibility of call centre/ customer care ≥ 95%
Percentage of calls answered by the operators ≥ 90%
(voice to voice) within 60 seconds
(ix) Termination/ closure of service ≤ 7 days
(x) Time taken for refund of deposits after closures 100% within 60 days

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TCCPR Regulation 2011: Customer Preference Registration Facility
a) The subscriber can register his Preference to CPR Facility under (i)Fully blocked category –Stopping
of all types of commercial communication (ii)Partially blocked category-Stopping of all commercial
communication except SMS in respect of category/ies of Preference indicated by subscriber

b) Subscriber may exercise his preference by sending SMS “START 0 “ for fully blocked category or SMS
START <Category Number> to 1909 for Partially blocked

c) Categories for receiving Commercial communication through CPR Facility (subject to change / amendment
by TRAI/applicable Authority)are 1.Banking, Insurance, Financial products, credits cards 2.Real Estates
3.Education 4.Health 5.Consumer Goods & automobiles 6.Communication, broadcasting, entertainment,
IT, 7.Tourism & leisure

d) The Customer Preference Registration (CPR) facility (as defined by Authority) will be activated within the
timeline prescribed by Authority/Law upon receipt of request for such activation of CPR from subscriber.

e) If the services are being used for telemarketing purposes, the subscriber should get registered as a
telemarketer with TRAI. The registration form and guidelines for filing the application are available at
TRAI website www.nccptrai.gov.in. Further, the telemarketer needs to enter into a service agreement with
Aircel separately for sending transactional and commercial communication. Without such registration
and agreement, the telemarketing resources shall not be activated. In case the subscriber violates the
guidelines issued by TRAI, then the subscriber shall indemnify Aircel for all such loss, costs and expenses.
Further, Aircel shall also be entitled to withdraw the services of the subscriber forthwith without any
notice.
f) Any subscriber other than a telemarketer sending UCC would be liable for appropriate action under
applicable laws.
In case you are facing
1. Call up at 1909 (toll free) 1. Call up at 1909 (toll free)
unwanted calls from
2. Visit nearest Aircel Store 2. Visit nearest Aircel Store
Telemarketers, you can
3. Send below SMS to 1909: 3. Send below SMS to 1909:
register your number national
Register for consumer preference registry
<START> <preference number > <STOP> <preference number >
DND /NCPR 1. Call up at 1909 (toll free) 1. Call up at 1909 (toll free)
In case you want to fully block 2. Visit nearest Aircel Store 2. Visit nearest Aircel Store
the telemarketing calls 3. Send below SMS to 1909: 3. Send below SMS to 1909:
<START> 0 <STOP>

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Mobile Number Portability:
Mobile Number Portability (MNP) is a service offered by all mobile service providers that allows you to switch
over to another service provider while retaining your existing mobile phone number. So now you can join the
exciting world of Aircel keeping the number you’ve always had.

We have a mechanism for the purpose of:

➢ Receiving Short Message Service (SMS) messages from its subscribers requesting for a unique porting
code;

➢ Allocating a unique porting code for each such request and communicating it to the subscriber forthwith
through Short Message Service (SMS) message through an automated process; and

➢ Retaining such unique porting number on its records for the purpose of verification of the porting request
of such subscriber to be received eventually by it from the Mobile Number Portability Service provider

Eligibility and Other Conditions

➢ You are allowed to move to another mobile service provider only after 90 days of the date of activation of
your mobile connection or from the date of last porting of your mobile number, whichever is applicable.

➢ You are allowed to change mobile service provider within the same service area only.

➢ If you are a postpaid subscriber, please ensure that you have paid all the dues as per your last bill (You
will have to sign an undertaking in the Porting Form also).

➢ If you are a Pre-paid subscriber, please note that the balance amount of talk time, if any, at the time of
porting will lapse.

➢ Porting request cannot be rejected on the following grounds:

• If the outstanding payment due from the subscriber, in the previous paid bill is less than Rs. 10, which the
service provider may include in the subsequent bills of the subscriber without any penal charges

• On grounds of subsisting contractual obligations except in the case of:

• The postpaid connection with bundled handset with contractual obligation having exit clause and the
subscriber has not complied with the same

• Corporate connections with contractual obligation having exit clause and the subscriber has not complied
with the same

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Terms and Conditions (Post Paid)
The Terms and Conditions mentioned herein shall form part of the agreement with the Customer /Subscriber
of Aircel Limited/Dishnet Wireless Limited/ Aircel Cellular Limited (“Agreement”) signed by the Subscriber
and shall be binding on the Subscriber. This document is an application by the Subscriber, which becomes a
legally binding when Services are made available by Aircel and operates concurrently with Aircel’s license to
provide telecommunication services including cellular mobile telephone service.

2) DEFINITIONS

a) “Activation” means commencement of Services provided by the Aircel to the Subscriber, as a Telecom
service provider.
b) “Aircel” means and include “Aircel Limited”/ “Dishnet Wireless Limited”/ “Aircel Cellular Limited” a
company incorporated under the Companies Act, 1956, and having its registered office at 5th Floor,
Spencer Plaza, 769, Anna Salai, Chennai-600002. Subscriber agrees that Aircel may change the name of
company without notice to subscriber.
c) “Authority” means the Government of India, Ministry of Communication & Information Technologies,
Department of Telecommunications (DoT), Telecom Regulatory Authority of India (TRAI), Telecom Dispute
Settlement and Appellant Tribunal (TDSAT), the relevant State Government or other statutory and local
authorities, Courts, Tribunals etc. as the case may be.
d) “Customer” means any individual, company, proprietorship or partnership firm or other such person who
wants to avail the Services of Aircel.
e) “Equipment” means any compatible cellular telephone instrument necessary for connecting to the
Network in order to avail the Services.
a) “Network” means Aircel’s telecommunication network as operational from time to time in the concerned
service area.
f) “Services” means the post-paid telecommunication services and other value-added/supplementary
services provided by Aircel and specifically opted by the Subscriber or by implication due to usage.
b) “Subscriber” means any individual, company, proprietorship or partnership firm or other association of
persons etc using the Services on realization of Tariff.
g) This agreement binds the customer and wherever applicable, his heirs, executors, administrators,
successors and permitted assigns and benefits Aircel and its successors and assigns.
h) “Service Area” shall mean the service area for which Aircel has been awarded license by Department of
Telecommunication, Government of India.
i) “SIM” means the Subscriber Identification Module provided by Aircel, which is required by the Subscriber
to activate the Services and get connected to the Network.
j) “Tariff” shall mean all rates including monthly rental, airtime rates, deposits, advances, Activation fees,
SIM charges, taxes, levies and duty as applicable from time to time, which shall be in accordance with
applicable Tariff of Aircel, Telecom Tariff Order and subject to change as per orders / regulations notified
by Authority.
k) “Value Added Service (Additional service)” mean any Services provided by Aircel or third party vendors,
which are chargeable services in addition to voice Services.
l) .Charges-Charges shall include, but not limited to, fees, charges and rates chargeable by AIRCEL for
providing its services and additional services, wherever applicable

3) SCOPE

a) The Services are provided by Aircel by virtue of a license granted by the Department of Telecommunications,
Government of India. It is specifically agreed that in the event of any change in the law concerning the
Service or any government policy in relation to the Services, any and all such changes and alterations
shall be deemed to be applicable to the Services and these terms and conditions shall be deemed to have
been amended in accordance with the revised alterations or policies as laid down by Authority.
b) In case any of the provisions herein become ineffective or beheld to be invalid by Authority, this shall not
affect the validity of the remaining provision hereof.
c) The validity, construction, performance of this Agreement shall be governed by and interpreted in
accordance with the laws of India, which includes the Indian Telegraph Act 1885, Indian Wireless Telegraphy
Act 1933, the Telecom Regulatory Authority of India Act 1997 and all rules, regulation, notifications made

17
 there under and also all statutory amendments/ modifications/ re-enactments made from time to time &
biding precedents. This Agreement is also subject to provisions of local laws as may be made applicable
in the respective Service Area in which Aircel is dealing with customers/ subscribers.
d) Services will be activated only after due verification as prescribed by the competent Authority from time to
time. If the documents submitted by the applicant/person desires to become the Subscriber is incomplete
and/or, incorrect information has been provided and or misuse of connection & or used for non- bonafide
purposes & or non compliance of periodic verification as per competent authorities guidelines, Aircel has
the right at its sole discretion to temporary/permanent block Services in line with guidelines/direction of
the competent Authority.
e) Aircel reserves the right to terminate the subscription of any subscriber who is not competent to enter into
any contract under the Indian Contract Act 1872.
f) Aircel’s acceptance of payments from a person other than the Subscriber shall not amount that Aircel
transferred or modified any of the rights or obligation of the subscriber to any third party.
g) Subject to the terms and conditions contained herein the value-added/ [VAS] can be availed by Subscriber
on payment of applicable Tariff. For activation and deactivation of VAS, the subscriber would be intimated
as per the process laid down by the Authority & or by Aircel.
h) Aircel may enter into mutual commercial agreements for intra service area roaming facilities with other
licensed Cellular Mobile Telephone Service Licensees/Unified Access Services Licensees and all such
service(s) shall be subject to terms and conditions mentioned herein.

4) OBLIGATIONS OF THE SUBSCRIBER

The Subscriber shall throughout the duration of the Services:

a) Acknowledge that the SIM provided to the Subscriber at the time of availing subscription is the sole and
absolute property of Aircel even after termination of the Services.
b) The initial Service shall be made available on payment of Activation charges as notified from time to time.
In order to avail uninterrupted services the Subscriber has to make payment as and when it becomes due.
c) Service shall not be used to make foul, profane expressions, impersonate another person with fraudulent
or malicious intent, to call another person so frequently or at such times of the day or any other manner
so as to annoy, abuse, threaten or harass any third party.
d) Service shall not be used for any unauthorized purpose in violation of the any relevant law or against
public policy or national integrity and security.
e) Service shall not be used in such a manner as to interfere unreasonably with the use of the Service by one
or more other Subscribers or interfere with Aircel’s reasonable ability to provide the Services to others.
f) The Subscriber shall not make any modification or alteration or any reverse engineering or re-assembling
to the SIM.
g) The Subscriber agrees that Aircel shall not be liable or responsible for any alleged fault of any nature in
the Equipment.
h) The Subscriber shall intimate in writing details of change of identity, address or constitution along with
valid supporting documents whenever such change takes place. If such change is not intimated/ not
acceptable to Aircel, Aircel shall have the right to proceed against the existing Subscriber to recover its
due. This does not include any authorized assignment of Services to any third party.
i) The Subscriber hereby expressly agrees that Aircel has the right to change the terms of providing the
Service whether or not such change is necessitated by way of Government directions contained in a
letter, memorandum, circular agreement, supplementary license or any order/regulation of Authority.
j) It is understood that any Subscriber information provided to Aircel will be made available to any statutory
and regulatory authority if so required without prior intimation to the Subscriber.
k) Except for port-in applicant under MNP, the Subscriber shall be allotted a mobile phone number by Aircel,
which is and shall always remain the property of Aircel subject to regulation of Authority. The Subscriber
cannot transfer or otherwise assign the SIM to any other person/entity.
l) The Subscriber expressly agrees to give identification details if required by Aircel to unlock his/her SIM or
Equipment at the sole option of Aircel.
m) It will be the sole responsibility of the Subscriber to ensure that the mobile handset used by him/her is
compatible with the frequency allotted and the Service, Network, VAS and other Services/Features of
Aircel.
n) In the event of Subscriber roaming outside the Network, he/she shall ensure that the Equipment that he/

18
 she is using is compatible to the frequency of the visiting network. Subscriber understand that under
no circumstances, Aircel shall be held responsible for any reason whatsoever, if the Subscriber could
not avail the roaming service on account of non-compatibility of the Equipment being used by such
Subscriber.
o) The Subscriber expressly agrees to give identification details if required by Aircel to unlock his/her SIM or
Equipment at the sole option of Aircel.
p) Subscriber can subscribe and/ or unsubscribe for any VAS at any time by calling/sending SMS to a
number as allocated or decided by Authority and or by Aircel from time to time or by any other mode as
notified by Aircel from time to time.

5) BILLING AND PAYMENT

a) The bill(s) for the Services or Value Added Services shall be normally dispatched to the Subscriber on
monthly basis or as decided by Aircel from time to time pursuant to the rules and regulation of the
Authority. The Subscriber expressly agrees that any information intimated to the Subscriber by Aircel
through a Value Added Service shall be construed as received and actionable by the Subscriber.
b) The generated bill shall have such component including but not limited to “Call Charges”, “Processing
fee” and “monthly rental”, “Service tax” (which is subject to change). Aircel reserves the right to change
or alter at any point of time inter alia the composition of bills details, its billing cycle, grace period for
payment, and the period offered for number retention etc without notice to Subscriber.
c) Payments received after the due date will incur late payment charges as specified in Aircel bill. The call
pulse rate and other applicable charges or fee shall be governed by the Rules and Regulation specified
by Authority from time to time / or as specified by Aircel in their bill.
d) Call Charge calculation: For all voice calls (Local, STD, ISD), as soon as a call matures, minimum charges
of one (1) pulse become applicable. Pulse is rounded up to generate call units. These call units when
multiplied with the pulse rate form the call charges. Short Messaging Service (SMS) is charged on per
SMS basis. Each SMS is of a maximum 160 characters (i.e. including blank space, words, numbers,
special characters, symbols etc.) and any message beyond 160 characters shall be considered as two
(2) or more SMS (as the case may be), and the Subscriber shall be charged for each SMS separately. All
fixed charges such as rentals; CLIP (if opted), etc are charged on per month basis by Aircel.
e) The subscriber agrees to pay all subscription charges, call charges in respect of all calls made/received,
VAS charges, supplementary service charges, rental, STD/ISD charges, service tax, license fee, other
applicable taxes & duties etc. and other charges payable for the services, without any deduction, set
off or withholding, as published and notified by Aircel as per tariff applicable from time to time. The
Subscriber shall pay all charges in respect of the service availed by the subscriber.
f) Notwithstanding as to what is stated in this Agreement, Aircel reserves the right to withdraw/deactivate/
terminate the Services if the payment of due bill amount is not made by the due date, if the subscriber
exceeds the credit limit then the process of intimation and deactivation would be done as per the
procedure laid down by the Authority
g) Subscriber agrees that any statement or details as to itemized calls furnished by Aircel shall be conclusive
proof of the correctness of the amounts and details mentioned therein.
h) Where a security deposit has been paid, Aircel is entitled to retain it and adjust it as it decides in full or
partial satisfaction of any sums due from the Subscriber to Aircel any time. At the end of the subscription
period or termination of the Services, provided all sums payable to Aircel have been duly paid by
Subscriber, the balance (if any) of the deposit or fee will be repaid to the Subscriber after adjustment by
Aircel, if any, and within 60 days of such termination. Failure of Aircel to refund the security deposit to any
such previous subscriber within 60 days of Termination, would entitle such previous subscriber to claim
simple interest @ 10% per annum on the outstanding security deposit amount until repayment.
i) Without prejudice to what is stated above, if the Subscriber needs clarification for any statement or
details or any part thereof, the Subscriber shall inform Aircel full details of the same in writing within seven
(7) days of the receipt of said statement by the Subscriber.
j) Aircel has a right to predetermine and prefix internally the credit limit to usage of Services availed by
the Subscriber. In the event of the Subscriber, having exceeded his/her predetermined credit limit,
Subscriber will be responsible to forthwith pay for all the Services availed to avoid disconnection of
Service. Subscribers shall be notified by Aircel that their Service usage charges are about to cross
the notified credit limit. Aircel further reserves the right to fully or partially disconnect/deactivate the

19
 Subscriber’s Services, after notifying, such Subscriber of having exceeded the prescribed credit limit, and
on Subscriber’s failure to pay for all due Charges, even beyond the stated credit limit. No right is created
in favour of the Subscriber if Aircel fails to totally or partially disconnect/deactivate the Subscriber’s
Services to such increased amount of credit limits in future.
k) In the event of delayed payment of bills beyond the due date, non-deposit of any applicable fees, charges,
deposits, late payment charges or the cheque deposited with Aircel by the subscriber towards the
payment of the bill is dishonored etc., Aircel reserves the right to fully or partially deactivate/suspend the
services to the subscriber after notifying (by way of an SMS or call intimating the subscriber on the mobile
number or any other verbal or written communication etc. and shall be construed as due notice in this
regard). In case such disconnection is effected, the subscriber shall apply for reactivation of the service(s)
after making due payment(s) as levied by Aircel. Aircel reserves the right to charge for such reactivation
at such rates as may be determined by Aircel from time to time. Without prejudice to the generality of the
above, it shall be at the discretion of Aircel to allow or refuse such re-activation of services.
l) Any chargeable events the details of which are not provided when the bill is prepared Aircel reserve the
rights to include the same in a subsequent bill (within four months) after the chargeable events occurred.
Any details not so presented shall be written off and if significant be counted against the performance for
undercharged events. Exceptionally, event details from a separate service provider may be billed up to
three months after receipt.
m) Roaming charges shall be within the prescribed upper limit as stipulated by the Authority from time to
time.
n) While roaming outside the Service Area, the Subscriber can avail all the Value Added Services that the
Subscriber has subscribed to with Aircel, provided Aircel or the respective operator network supports the
same at such roaming area. Applicable operator specified tariffs would be charged for such services.
o) No free or discounted SMS/Calls (as the case may be)will be available to subscriber who subscribe or
have subscribed to SMS packs/promotional offers on Blackout days. On these days, standard SMS rates
shall apply. For details of black out days and charges applicable on SMS and /or voice calls on such days,
please visit www.aircel.com
p) Where the charge is dependent upon duration, the recorded duration shall be measured: (a) Between
+1 seconds and –1 second; or (b) Between +0.01% (1:10,000) to –0.02% (1:5,000) whichever is less
stringent;
q) Where the charge is dependent upon the time of day, the time of day shall be recorded to within ±1
second, traceable to an appropriate time reference; Where the charges are dependent upon the counting
of occurrences of a particular type, the count shall be accurate to no more than plus 1/25,000 (0.004%)
or minus 1/1,000 (0.1%)
r) Aircel reserves its right to change the billing cycle

6) LIMITATION OF LIABILITY

a) Aircel’s liability to its Subscribers is limited to in the terms of this Agreement. In any event the maximum
overall liability of the Aircel in contract or tort or otherwise, shall be to refund the amount of security
deposit, after adjusting the charges due from the subscriber. However, any money paid by the Subscriber
shall not create any right in favour of Subscriber until Activation of Service.
b) Aircel is not liable for any act or omission not attributable to Aircel’s personnel, computer system, software,
program, process, or electronic system or Equipment and is liable only to the extent of involved access
and usage charges for any defect, error or omission attributable to Aircel in the Service rendered.
c) In no event shall the Aircel, its officers, employees, directors, representatives and assigns be liable for any
direct, indirect or consequential damages, cost, expenses or losses of whatever nature including but not
limited to loss of profit or loss of business pertaining to the provisions of the Services to the Subscriber.
d) Aircel is not liable for calls lost or not established due to radio frequency limitations including but not
limited to Subscriber leaving the Service Area or entering areas not adequately covered by the Network.
e) Aircel shall not be responsible for any third party liabilities/ injuries caused by any defect in the Equipment.
f) In no event whether for breach of warranty, breach of contract, negligence or otherwise shall Aircel be
liable for special, incidental or consequential damages, including but not limited to loss of profits or
revenues, cost of capital, cost of substitute products, facilities or services, downtime costs, any change
or modification of any such computer system, software, program, process, or electronic system in relation
to any such data change or claims of Subscribers for such damages.

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g) If a Subscriber reports the loss or theft of the SIM to Aircel, and after due validation of the Subscriber
identity, Aircel shall thereafter within reasonable time deactivate the said SIM on the request of subscriber,
Subject to validation (as mentioned herein), Aircel may replace the lost SIM with new SIM upon payment
of applicable charges by the concerned Subscriber post intimation/FIR to Local Police, as may be
determined from time to time. The Subscriber shall remain liable for payment of all applicable charges to
Aircel until completion of the above process including telecom service charges towards the usage.
h) The Aircel shall have the right to transfer, assign, or delegate all or any of its obligation, rights or duties
under these terms and conditions to any party. Such transfer, assignments shall release the Aircel from all
its liabilities under these terms and conditions. Aircel also reserves the right to provide Services through
its agents and franchises.
i) Any waiver, concession or extra time allowed or granted by Aircel to its Subscriber is limited to the
specific circumstances in which it was given and the same shall not affect Aircel’s right under this terms
and conditions.
j) Aircel shall not be responsible for any claim against slander arising out of communication sent or received
by Subscriber on its Network. Aircel shall also not liable for any infringement or violation of copyrights by
the Subscriber or by anyone else using the mobile connection of the Subscriber.
k) Aircel is not responsible for network or any other issues in the event the network or equipment is shared
or taken on rent from another service provider while on Aircel or on a roaming network.

7) FORCE MAJEURE

Aircel shall not be, directly or indirectly, responsible for the break or disruption of Services on account of force
majeure circumstances, such as riots, strike and lockouts either in the works and office of Aircel or general
strike in the city or in the country, civil disobedience, act of war, flood, tempest, fire, earthquake or any other
act of God or policy of the Government, systems failure, network failure, any external network or any cause of
whatsoever nature beyond the control of Aircel, making it impossible to render the Services to the Subscriber.
However, the Subscriber shall continue to pay all Tariffs as per the terms of this Agreement notwithstanding
the force majeure conditions. It is understood by the Subscriber that provision of Services by Aircel is subject
to certain external factors and agencies who are actively involved in providing the Services to the Subscriber
and Aircel shall not be liable for the same.

8) TERMINATION

a) Aircel is entitled to, without any liability whatsoever to refuse, limit, suspend, vary or disconnect the
Service, in whole or in part, at any time, in its sole discretion, with respect to one/all Subscribers, for any
reason which is found reasonable by Aircel, which does not contravenes the direction/guidelines of DoT/
TRAI including, but not limited to the following:
b) Governments rules, regulations, orders, directions, notifications of Authority, etc. including changes
thereto prohibiting and/or suspending the rendering of such Services.
c) Transmission limitations caused by topographical, geographical, atmospheric, hydrological and, or,
mechanical conditions.
d) During technical failure, modification, up-gradation, or variation, re-location, repair and, or, maintenance
of the network/equipments.
e) To combat potential fraud, sabotage, willful destruction, etc.
f) If Services are used in any manner, which violates any law etc., adversely affects, or intervenes in any
manner, the rendering of Services by Aircel.
g) Any discrepancy/incorrect particulars provided by the Subscribers in the Agreement.
h) Breach of any term or conditions stated herein by the Subscriber.
i) Due to problems arising on account of interconnection between Aircel and other telecom service providers.
j) Any other reason, which is found to be reasonable by Aircel warranting suspension/disconnection.
k) The Subscriber may make request for disconnection and Aircel shall terminate the Services as per the
directions of the Authority.

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9) MISCELLANEOUS

a) Privacy of communication is subject to government regulation, terms of the license agreement and
other statutory and regulatory factors. Aircel may be required to disclose any information or particulars
pertaining to the subscriber to any authority, statutory or otherwise, including but not limited to any
security agency and reserves the right to comply with the directions of such authorities at its direction and
without intimating the subscriber.
b) The Subscriber expressly waives notice from Aircel for the following: (i) to suspend the Services; (ii) to
disconnect the Subscriber from the Services and Network (iii) to change Tariff.
c) Aircel reserves the right to modify/ alter / amend or change all or any of the terms and conditions of this
Agreement without notice, or by a written notice addressed by Aircel to the last address given by the
Subscriber, at its sole discretion.
d) Any dispute shall be subject to the jurisdiction of the courts respective telecom circle to which the SIM/
mobile number belongs.
e) The Subscriber shall indemnify and keep indemnified Aircel against all loss, damages, and claims, actions
that are initiated against Aircel for any act or omission by the Subscriber in utilizing the Services of Aircel
under this Agreement.
f) Jurisdiction: “The validity, construction and performance of this CEF shall be governed by and interpreted
in accordance with the laws of Republic of India. Only the Courts at Delhi shall have exclusive jurisdiction
in respect of the subject matter of the CEF”.

10) Customer Preference Registration Facility

a) The subscriber can register his Preference to CPR Facility under (i)Fully blocked category –Stopping
of all types of commercial communication (ii)Partially blocked category-Stopping of all commercial
communication except SMS in respect of category/ies of Preference indicated by subscriber
b) Subscriber may exercise his preference by sending SMS “START 0 “ for fully blocked category or SMS
START <Category Number> to 1909 for Partially blocked
c) Categories for receiving Commercial communication through CPR Facility (subject to change / amendment
by TRAI/applicable Authority)are 1.Banking, Insurance, Financial products, credits cards 2.Real Estates
3.Education 4.Health 5.Consumer Goods & automobiles 6.Communication, broadcasting, entertainment,
IT, 7.Tourism & leisure
d) The Customer Preference Registration (CPR) facility (as defined by Authority) will be activated within the
timeline prescribed by Authority/Law upon receipt of request for such activation of CPR from subscriber.
e) If the services are being used for telemarketing purposes, the subscriber should get registered as a
telemarketer with TRAI. The registration form and guidelines for filing the application are available at
TRAI website www.nccptrai.gov.in. Further, the telemarketer needs to enter into a service agreement with
Aircel separately for sending transactional and commercial communication. Without such registration
and agreement, the telemarketing resources shall not be activated. In case the subscriber violates
the guidelines issued by TRAI, then the subscriber shall indemnify Aircel for all such loss, costs and
expenses. Further, Aircel shall also be entitled to withdraw the services of the subscriber forthwith without
any notice.
f) Any subscriber other than a telemarketer sending UCC would be liable for appropriate action under
applicable laws.

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Terms and Conditions (Pre Paid)
The Terms and Conditions mentioned herein shall form part of the agreement with the Customer /Subscriber
of Aircel Limited/Dishnet Wireless Limited/ Aircel Cellular Limited (“Agreement”) signed by the Subscriber and
shall be binding on the Subscriber. This document is an application by the Subscriber, which becomes legally
binding when Services are made available by Aircel and operates concurrently with Aircel’s license to provide
telecommunication services including Cellular Mobile Telephone Service.

2) DEFINITIONS

m) “Activation” means commencement of Services provided by the Aircel to the Subscriber, as a Telecom
service provider.
a) “Aircel” means and include “Aircel Limited”/ “Dishnet Wireless Limited”/ “Aircel Cellular Limited” a
company incorporated under the Companies Act, 1956, and having its registered office at 5th Floor,
Spencer Plaza, 769, Anna Salai, Chennai-600002. Subscriber agrees that Aircel may change the name of
company without notice to subscriber.
b) “Authority” means the Government of India, Ministry of Communication & Information Technologies,
Department of Telecommunication (DoT), Telecom Regulatory Authority of India (TRAI), Telecom Dispute
Settlement and Appellant Tribunal (TDSAT), the relevant State Government or other statutory and local
authorities, Courts, Tribunals etc. as the case may be.
c) “Customer” means any individual, company, proprietorship or partnership firm or other such person who
wants to avail the Services of Aircel.
d) “Equipment” means any compatible cellular telephone instrument necessary for connecting to the
Network in order to avail the Services.
e) “Network” means Aircel’s telecommunication network as operational from time to time in the concerned
service area.
f) “Re-charge Voucher” or “RCV” means the mobile recharge coupons which are pre-loaded with Talktime/
Validity/Tariff reduction etc. and normally are available as scratch cards (physical recharge coupons)or
electronic recharge (Easy recharge). Every coupon carries an alpha or numeric code, which is retrieved
by the Subscriber on scratching the card. This code can be used by the Subscribers to recharge their
pre-paid Services. The RCV can be available either electronically or in the form of the above-mentioned
physical printed scratch cards/coupons at the discretion of Aircel.
g) “Services” means the pre-paid telecommunication services and other value-added/supplementary
services provided by Aircel and specifically opted by the Subscriber or by implication due to usage.
h) Service Area” shall mean the service area for which Aircel has been awarded license by Government of
India.
i) “Subscriber” means any individual, company, proprietorship or partnership firm or other association of
persons etc using the Services on realization of Tariff.
j) “SIM” means the Subscriber Identification Module provided by Aircel which is required by the Subscriber
to activate the Services and get connected to the Network.
k) “Tariff” shall mean all rates including validity, airtime rates, talk time value, processing fee, advances,
activation fees, SIM charges, taxes, levies and duty as applicable from time to time which shall be in
accordance with applicable Tariff of Aircel, Telecom Tariff Order and subject to change as per orders /
regulations notified by Authority.
l) “Value Added Service (Additional service)” mean any Services provided by Aircel or third party vendors,
which are chargeable services in addition to voice Services.
m) Charges-Charges shall include, but not limited to, fees, and rates payable to AIRCEL for utilizing services
and additional service availed by the subscriber of Aircel.

3) SCOPE

a) The Services are provided by Aircel by virtue of a license granted by the Department of Telecommunication,
Government of India. It is specifically agreed that in the event of any change in the law concerning the
Service or any government policy in relation to the Services, any and all such changes and alterations
shall be deemed to be applicable to the Services and these terms and conditions shall be deemed to have
been amended in accordance with the revised alterations or policies as laid down by Authority

23
b) In case any of the provisions herein become ineffective or beheld to be invalid by Authority, this shall not
affect the validity of the remaining provision hereof.
c) The validity, construction, performance of this Agreement shall be governed by and interpreted in
accordance with the laws of India, which includes the Indian Telegraph Act 1885, Indian Wireless Telegraphy
Act 1933, the Telecom Regulatory Authority of India Act 1997 and all rules, regulation, notifications made
there under and also all statutory amendments/ modifications/ re-enactments made from time to time &
biding precedents. This Agreement is also subject to provisions of local laws as may be made applicable
in the respective Service Area in which Aircel is dealing with customers/ subscribers.
d) Services will be activated only after due verification as prescribed by the competent Authority from time to
time. If the documents submitted by the applicant/person desires to become the Subscriber is incomplete
and/or, incorrect information has been provided and or misuse of connection & or used for non- bonafide
purposes & or non compliance of periodic verification as per competent authorities guidelines, Aircel has
the right at its sole discretion to temporary/permanent block Services in line with guidelines/direction of
the competent Authority.
e) Aircel reserves the right to verify information provided by the Subscriber and to reject the Application for
providing the Services for any reason as per guidelines of the Authority.
f) Subject to the Terms & Conditions contained herein, the Value-Added Services (VAS) service can be
availed on payment of applicable Tariff. Subscribers shall not be entitled to any grace period for VAS RCV.
For activation and deactivation of VAS, the subscriber would be intimated as per the process laid down
by the Authority &/ or Aircel.
g) Aircel reserves the right to terminate the subscription of any Subscriber who is not competent to enter
into any contract under the Indian Contract Act 1872.
h) Aircel may enter into mutual commercial agreements for intra Service Area roaming facilities with other
licensed Cellular Mobile Telephone Service Licensees/Unified Access Services Licensees and all such
Service(s) shall be subject to terms and conditions mentioned herein.

4) OBLIGATIONS OF THE SUBSCRIBER

The Subscriber shall throughout the duration of the Services:

a) Acknowledge that the SIM provided to the Subscriber at the time of availing the subscription is the sole
and absolute property of Aircel even after termination of the Services.
b) The initial Service shall be activated on recharge with appropriate RCV as notified from time to time. To
be able to continue to avail the Service the Subscriber has to recharge his/her subscription with an RCV
of denomination of his/her choice.
c) The RCV shall have such component including but not limited to “Call time” “Processing fee” and “Validity”
“Service tax” (which is subject to change) Aircel reserves the right to change or alter at any point of time
inter alia the composition of RCV, its validity period, grace period, period to carry forward unused balance
and the period offered for number retention etc.
d) Once the validity of the card expires, the Subscriber gets a grace period as determined by Aircel. The
Services shall be deactivated when the grace period expires. De activation means that all incoming
and outgoing calls/ data/SMS are barred. However, if the card is recharged before expiry of the grace
period, the residual value shall be carried forward to the next validity period counted from the date of
recharge. In case the card is not recharged before the expiry of the aforesaid period, any residual value
shall lapse immediately. If the Subscriber does not recharge the card within the said grace period, the
subscription stands cancelled. Aircel shall not refund the residual value left on the Aircel Prepaid Card to
the Subscriber after the grace period is over.
e) The details of the charge-able events made or services used by Subscriber can be made available to
such Subscriber only upon request and payment of prescribed fee, may be fixed by Aircel, and within the
guidelines of the Authority.
f) The Subscriber may, call Aircel’s Interactive Voice Response System (IVRS) system in order to know the
balance airtime value available for his/ her mobile connection with Aircel.
g) Service shall not be used to make foul, profane expressions, impersonate another person with fraudulent
or malicious intent, to call another person so frequently or at such times of the day or any other manner
so as to annoy, abuse, threaten or harass any third party.
h) Service shall not be used for any unauthorized purpose in violation of the law or against public policy or
national integrity and security.
i) Service shall not be used in such a manner as to interfere unreasonably with the use of the Service by one
or more other Subscribers or interfere with Aircel’s reasonable ability to provide the Services to others.

24
j) The Subscriber shall not make any modification or alteration or any reverse engineering or re-assembling
to the SIM.
k) The Subscriber agrees that Aircel shall not be liable or responsible for any alleged fault of any nature in
the Equipment.
l) The Subscriber shall intimate in writing details of change of address or constitution whenever such change
takes place, such change shall be supported by valid proof of documents as intimated by Authority from
time to time. If such change is not intimated or not acceptable to Aircel, Aircel shall have the right to
proceed against the existing Subscriber to recover its due.
m) The Subscriber hereby expressly agrees that Aircel has the right to change the terms of providing the
Service whether or not such change is necessitated by way of Government directions contained in a
letter, memorandum, circular agreement, supplementary licence subject to same been in accordance
with the rules, orders, directions and regulation of Authority.
n) Subscriber can subscribe and/ or unsubscribe for any VAS at any time by calling/sending SMS to a
number as allocated or decided by Authority and or by Aircel from time to time or by any other mode
as notified by Aircel from time to time. Further subscriber can also unsubscribe any VAS at any time by
calling/ sending SMS to a number allocated by the Authority.
o) It is understood that any Subscriber information provided to Aircel will be made available to any statutory
and regulatory authority if so required without prior intimation to the Subscriber.
p) Except for port-in applicant under MNP, the Subscriber shall be allotted a mobile phone number by Aircel
which is and shall always remain the property of Aircel subject to regulation of Authority. The Subscriber
cannot transfer or otherwise assign the SIM to any other person/entity.
q) The Subscriber expressly agrees to give identification details if required by Aircel to unlock his/her SIM or
Equipment at the sole option of Aircel.
r) It will be the sole responsibility of the Subscriber to ensure that the equipment used by him/her is compatible
with the frequency allotted and the Service, Network, Value Added and other Services/Features of Aircel.

5) PAYMENTS AND CHARGES

a) The actual call usage value, recharge dates, RCV values, validity period, grace period etc. as per the
records of Aircel shall be treated as correct and final and shall be binding on the Subscriber. The Service
restrictions shall be carried out on the basis of the said, validity and grace period as the case may be.
b) In respect of any Service or feature which is initially or at any stage offered free of charge for certain
period, Aircel, after the expiry of such period, may charge the subscriber for such services upon receiving
consent from the Subscriber and same shall be adjusted from the balance talk value of the Subscriber.
c) No free or discounted SMS/Calls (as the case may be) will be available to subscriber who subscribe or
have subscribed to SMS packs/promotional offers on Blackout days. On these days, standard SMS rates
shall apply. For details of black out days and charges applicable on SMS and /or voice calls on such days,
please visit www.aircel.com
d) Any increase / addition / introduction in taxes and / or levy of any taxes, levies, duties or any other
statutory charges etc. (present/future) shall be deducted from the Subscriber’s account.
e) The RCV/balance is non-refundable for cash and non-transferable in case of suspension or termination
of the Services. However under circumstances where the Subscriber converts to a post-paid connection
of Aircel the remaining balance of prepaid subscription may be carried forward to such post paid
subscription.
f) In the event of Subscriber roaming outside the Network, he/she shall ensure that the equipment that he/
she is using is compatible to the frequency of the visiting network. Under no circumstances, Aircel shall
be held responsible for any reason whatsoever, if the Subscriber could not avail the roaming service on
account of non-compatibility of the equipment/ device being used.
g) Call Charge calculation: For all voice calls (Local, STD, ISD), as soon as a call matures, minimum charges
of one (1) pulse become applicable. Pulse is rounded up to generate call units. These call units when
multiplied with the pulse rate form the call charges. Short Messaging Service (SMS) is charged on per
SMS basis. Each SMS is of a maximum 160 characters (i.e. including blank space, words, numbers,
special characters, symbols etc.) and any message beyond 160 characters shall be considered as two (2)
or more SMS (as the case may be), and the Subscriber shall be charged for each SMS separately.
h) Any chargeable events the details of which are not provided / charged, Aircel reserve the rights to include
the same as a bill (within four months) after the chargeable events occurred. Any details not so presented
shall be written off and if significant be counted against the performance for undercharged events.

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 Exceptionally, event details from a separate service provider may be billed up to three months after
receipt.
i) Roaming charges shall be within the prescribed upper limit as stipulated by the Authority from time to
time.
j) While roaming outside the Service Area, the Subscriber can avail all the Value Added Services that the
Subscriber has subscribed to with Aircel, provided Aircel or the respective operator network supports the
same at such roaming area. Applicable operator specified tariffs will be charged for such services.

6) LIMITATION OF LIABILITY

a) Aircel’s liability to its Subscribers is limited to the terms of this Agreement.

b) Aircel is not liable for any act or omission not attributable to Aircel’s personnel, computer system, software,
program, process, or electronic system or Equipment and is liable only to the extent of involved access
and usage charges for any defect, error or omission in the Service rendered.
c) Aircel is not liable for calls lost or not established due to radio frequency limitations including but not
limited to Subscriber leaving the Service Area or entering areas not adequately covered by the Network.
d) In no event shall the Aircel, its officers, employees, directors, representatives and assigns be liable for any
direct, indirect or consequential damages, cost, expenses or losses of whatever nature including but not
limited to loss of profit or loss of business pertaining to the provisions of the Services to the Subscriber.
e) Aircel shall not be responsible for any third party liabilities/ injuries caused by any defect in the Equipment.
f) In no event whether for breach of warranty, breach of contract, negligence or otherwise shall Aircel be
liable for special, incidental or consequential damages, including but not limited to loss of profits or
revenues, cost of capital, cost of substitute products, facilities or services, downtime costs, any change
or modification of any such computer system, software, program, process, or electronic system in relation
to any such data change or claims of Subscribers for such damages.
g) If a Subscriber reports the loss or theft of the SIM to Aircel, and after due validation of the Subscriber
identity, Aircel shall thereafter within reasonable time deactivate the said SIM on the request of subscriber,
Subject to validation (as mentioned herein), Aircel may replace the lost SIM with new SIM upon payment
of applicable charges. It is obligatory on the subscriber to intimate such SIM loss to Local Police, within
reasonable time.
h) The Aircel shall have the right to transfer or assign or delegate all or any of its obligation, rights or duties
under these terms and conditions to any party. Such transfer, assignments shall release the Aircel from all
its liabilities under these terms and conditions. Aircel also reserves the right to provide Services through
its agents and franchises.
i) Any waiver, concession or extra time allowed or granted by Aircel to its Subscriber is limited to the
specific circumstances in which it was given and the same shall not affect Aircel’s right under this terms
and conditions.
j) Aircel shall not be responsible for any claim against slander arising out of communication sent or received
by Subscriber on its Network. Aircel shall also not liable for any infringement or violation of copyrights by
the Subscriber or by anyone else using the mobile connection of the Subscriber.

7) TERMINATION

Aircel is entitled to, without any liability whatsoever to refuse, limit, suspend, vary or disconnect the
Service, in whole or in part, at any time, in its sole discretion, with respect to one/all Subscribers, for any
reason which is found reasonable by Aircel, which does not contravenes the direction/guidelines of DoT/
TRAI including, but not limited to the following:
a) Governments rules, regulations, orders, directions, notifications of Authority etc. including changes
thereto prohibiting and/or suspending the rendering of such Services.
b) Transmission limitations caused by topographical, geographical, atmospheric, hydrological and, or,
mechanical conditions.
c) During technical failure, modification, up-gradation, or variation, re-location, repair and, or, maintenance
of the network/equipments.
d) To combat potential fraud, sabotage, willful destruction, etc.
e) If Services are used in any manner, which violates any law etc. or adversely affects or intervenes in any
manner, the rendering of Services by Aircel.
f) Any discrepancy/incorrect particulars provided by the Subscribers in the Agreement.

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g) Breach of any term or conditions stated herein by the Subscriber.
h) Due to problems arising on account of interconnection between Aircel and other telecom service providers.
i) Any other reason, which is found to be reasonable by Aircel warranting suspension/disconnection.
j) The Subscriber may make request for disconnection and Aircel shall terminate the Services as per the
applicable directions of the Authority or Law Enforcement Authority.

8) FORCE MAJEURE

a) Aircel shall not be, directly or indirectly, responsible for the break or disruption of Services on account of
force majeure circumstances, such as riots, strike and lockouts either in the works and office of Aircel or
general strike in the city or in the country, civil disobedience, act of war, flood, tempest, fire, earthquake or
any other act of God or policy of the Government, systems failure, network failure, any external network
or any cause of whatsoever nature beyond the control of Aircel, making it impossible to render the
Services to the Subscriber. However, the Subscriber shall continue to pay all charges/Tariff as per the
terms of this Agreement notwithstanding the force majeure conditions. It is understood by the Subscriber
that provision of Services by Aircel is subject to certain external factors and agencies who are actively
involved in providing the Services to the Subscriber and Aircel shall not be liable for the same.

9) MISCELLANEOUS

a) Privacy of communication is subject to government regulation, terms of the license agreement and
other statutory and regulatory factors. Aircel may be required to disclose any information or particulars
pertaining to the subscriber to any authority, statutory or otherwise, including but not limited to any
security agency and reserves the right to comply with the directions of such authorities at its direction and
without intimating the subscriber.
b) Aircel reserves the right to modify/ alter / amend or change all or any of the terms and conditions of this
Agreement subject to it being in accordance with the directions, guidelines of the Authorities
c) Any dispute shall be subject to the jurisdiction of the courts in respective telecom circle to which the SIM/
mobile number belongs.
d) The Subscriber shall indemnify and keep indemnified Aircel against all loss, damages, and claims, actions
that are initiated against Aircel for any act or omission by the Subscriber in utilizing the Services of Aircel
under this Agreement.
e) Jurisdiction: “The validity, construction and performance of this CEF shall be governed by and interpreted
in accordance with the laws of Republic of India. Courts at Delhi shall have exclusive jurisdiction in
respect of the subject matter of the CEF”.

10) Customer Preference Registration Facility

a) The subscriber can register his Preference to CPR Facility under (i)Fully blocked category –Stopping of all
types of commercial communication (ii)Partially blocked category-Stopping of all commercial communication
except SMS in respect of category/ies of Preference indicated by subscriber
b) Subscriber may exercise his preference by sending SMS “START 0 “ for fully blocked category or SMS START
<Category Number> to 1909 for Partially blocked
c) Categories for receiving Commercial communication through CPR Facility (subject to change / amendment by
TRAI/applicable Authority)are 1.Banking, Insurance, Financial products, credits cards 2.Real Estates 3.Education
4.Health 5.Consumer Goods & automobiles 6.Communication, broadcasting, entertainment, IT, 7.Tourism & leisure
d) The Customer Preference Registration (CPR) facility (as defined by Authority) will be activated within the timeline
prescribed by Authority/Law upon receipt of request for such activation of CPR from subscriber.
e) If the services are being used for telemarketing purposes, the subscriber should get registered as a telemarketer
with TRAI. The registration form and guidelines for filing the application are available at TRAI website www.
nccptrai.gov.in. Further, the telemarketer needs to enter into a service agreement with Aircel separately
for sending transactional and commercial communication. Without such registration and agreement, the
telemarketing resources shall not be activated. In case the subscriber violates the guidelines issued by TRAI,
then the subscriber shall indemnify Aircel for all such loss, costs and expenses. Further, Aircel shall also be
entitled to withdraw the services of the subscriber forthwith without any notice.
f) Any subscriber other than a telemarketer sending UCC would be liable for appropriate action under
applicable laws.

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