Telecom Consumer Charter

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 Table of Contents

S. No. Content Page Reference

1 NAME & ADDRESS OF THE SERVICE PROVIDER 3
2 SERVICES OFFERED & COVERAGE 5
3a GENERAL TERMS & CONDITIONS – PREPAID 6
3b GENERAL TERMS & CONDITIONS – POSTPAID 11
4 QUALITY OF SERVICE PARAMETERS AS PRESCRIBRED BY 20
REGULATOR
5 QUALITY OF SERVICE PROMISED 20
6 DETAILS ABOUT EQUIPMENTS OFFERED 20
7 RIGHT OF CONSUMERS 20
8 DUTIES AND OBLIGATIONS OF THE COMPANY 21
9 GENERAL INFORMATION NUMBER AND CONSUMER CARE 22
NUMBER
10 COMPLAINT REDRESSAL MECHANISM 22
11 DETAILS OF APPELLATE AUTHORITY 23
12 PROCEDURE OF TERMINATION OF SERVICES OFFERED 28

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 1. NAME & ADDRESS OF THE VODAFONE IDEA LIMITED OFFICES

Name: Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone Partnership

REGISTERED OFFICE
Vodafone Idea Limited (formerly Idea Cellular Limited), Suman Tower, Plot no.18, Sector 11, Gandhinagar – 382011,
Gujarat T: +91 79 6671 4000 | F: +91 79 2323 2251

REGION ADDRESS

Andhra Pradesh : Vodafone Idea Limited, 2nd Floor , Varun Towers II, Begumpet, Hyderabad-500016

Assam : Vodafone Idea Limited (formerly Idea Cellular Limited), RED DEN, NH – 37 Katahbari, Gorchuk, Guwahati,
Assam-781035.

Bihar & Jharkhand : Vodafone Idea Limited (formerly Idea Cellular Limited), BLOCK A , 3rd Floor, Sai Corporate Park,
Rukanpura, Bailey Road, Opposite SSB Office,Patna–800014.

Delhi : Vodafone Idea Limited (formerly Idea Cellular Limited), A-19, Mohan co-operative Industrial Estate, Mathura
Road, Delhi -110044

Gujarat : Vodafone Idea Limited (formerly Idea Cellular Limited), Vodafone Idea House, Building A, Corporate Road,
Off. S.G. Highway, Prahladnagar, Ahmedabad – 380015.

Haryana : Vodafone Idea Limited, Plot No.173 sector 3 HS11DC Industrial Area, Karnala Haryana 132001

Himachal Pradesh : Vodafone Idea Limited (formerly Idea Cellular Limited), Keonthal Complex, Khalini, Shimla (HP)
171002.

Jammu & Kashmir : Vodafone Idea Limited (formerly Idea Cellular Limited), 3rd Floor, Sunny Square, Gangyal,
Jammu – 180010.

Kerala : Vodafone Idea Limited (formerly Idea Cellular Limited), VJ Tower, Vytilla PO, Ernakulam 682019.

Kolkata : Vodafone Idea Limited (formerly Idea Cellular Limited), Srijan Tech Park, 7th floor,
DN -52, Sector- V, Salt Lake City, Kolkata 700091.

Karnataka : Vodafone Idea Limited (formerly Idea Cellular Limited), Ground Floor B Block MarutiInfotech Ctr,
Koramangala Intermediate Ring Rd, AmarJyoti Layout,Bangalore-560071.

MP & Chhattisgarh : Vodafone Idea Limited (formerly Idea Cellular Limited), 139-140 Electronic complex,
Paradheshipura, Indore - MP – 452010.

Maharashtra & Goa : Vodafone Idea Limited (formerly Idea Cellular Limited), CTS 11/1B, 1st Floor,
Sharda Centre, Off. Karve Road, Erandwane, Pune – 411004.

Mumbai : Vodafone Idea Limited (formerly Idea Cellular Limited), 2nd Floor, Skyline Icon, 86/92, Andheri Kurla Road,
Marol Naka, Near Mittal Industrial Estate, Andheri East, Mumbai 400059.
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 North East : Vodafone Idea Limited (formerly Idea Cellular Limited), Down Town Diagnostic Centre, Arbuthnot Road,
Laitumkhrah, Shillong-791003, Meghalaya

Odisha : Vodafone Idea Limited (formerly Idea Cellular Limited), Unit - 41, E 52,Infocity,Chandrasekharpur,Chandaka
Industrial Estate, Bhubaneswar – 751024.

Punjab : Vodafone Idea Limited (formerly Idea Cellular Limited), C 105, Industrial Area, Phase VII Mohali, Punjab –
160055.

Rajasthan : Vodafone Idea Limited (formerly Idea Cellular Limited), 1st Floor , Gaurav Tower, Malviya Nagar, Jaipur
– 302017

Tamil Nadu : Vodafone Idea Limited (formerly Idea Cellular Limited), Tower1, PSA Fort, Plot No. A1 & A2 & B,
Nehru Nagar, 1st Main Road, Perungudi, Chennai – 600 096

UP (East) : Vodafone Idea Limited (formerly Idea Cellular Limited), Shalimar Titanium, Plot Number TC/G 1/1, Vibhuti
Khand, Gomti Nagar, Lucknow 226010.

UP (West) : Vodafone Idea Limited (formerly Idea Cellular Limited), Sarita Vihar, A19, First Floor, Mohan Co-
operative Industrial Estate, Mathura Road, New Delhi – 110044.

West Bengal : Vodafone Idea Limited (formerly Idea Cellular Limited), Srijan Tech Park, 7th floor, DN -52, Sector- V,
Salt Lake City, Kolkata 700091.

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 2. SERVICES OFFERED & COVERAGE

2.1 Currently Vodafone Idea Limited provides services of following types:

2.1.1 Prepaid
2.1.2 Postpaid
2.1.3 Broadband Services

2.2 Within Prepaid & Postpaid Categories, Vodafone Idea Limited provides following types of basic services
2.2.1 Voice
2.2.2 SMS
2.2.3 Data
2.2.4 Other Value Added Services

2.3 Our services are available in the following Circles:

Maharashtra & Goa Delhi Andhra Pradesh & Telangana

Gujarat Rajasthan Kerala

Madhya Pradesh & Chhattisgarh Haryana Uttar Pradesh (East)

Uttar Pradesh (West) Himachal Pradesh Mumbai

Bihar & Jharkhand Punjab Karnataka

Orissa Tamil Nadu Jammu & Kashmir

Kolkata West Bengal Assam & North East

Further details are available on our website www.MyVi.in

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 3. GENERAL TERMS & CONDITIONS

TERMS AND CONDITIONS – PREPAID

1. Within the realm of TRAI guidelines, Vodafone Idea Limited (formerly Idea Cellular Limited) herein referred as “Vi”
or “Company” reserves the exclusive right to change / alter / amend the terms and conditions herein, the terms of
use of services and the Privacy Policy.
2. The company reserves the exclusive right to change/ alter / amend the tariff plan/s or packs applicable on the
Prepaid SIM card at any point at its sole discretion with prior intimation to the customer within the realm of TRAI
guidelines.
3. The license of Vodafone Idea Limited is 10-Oct-2033.
4. For details of definition on telecom terminology used, please visit our website www.MyVi.in
5. All the rates, tariffs and other related conditions at which the service will be provided as on this date and as amended
from time to time. Information on Prepaid tariff plan and products is also available on our website www.MyVi.in
6. Local, STD, ISD calls & SMS / National Roaming / International roaming / Call Conference/ CLIP would be activated
by default on Prepaid SIM Card. All STD / ISD / Roaming usage would be charged respectively depending on the
location where the call has originated.
7. Prepaid SIM card does not carry any pre-loaded value and needs to be recharged before use with the help of
recharge cards available in different denominations.
8. For limited validity plans a grace period of 15 days will be given after the expiry of prepaid account, as per the
validity indicated at the time of purchase. After expiry of validity subscriber will not be able to make or receive calls.
The balance value if any, in such case, will be available to the credit of the subscriber within the initial 15 days grace
period and not thereafter, in case customer recharges with talk-time / validity denominations.
9. If the number is not used even once after activation, the subscription will be barred within 7 days. The company
reserves the right to permanently disconnect the subscription within 30 days after barring in case of non-usage. In
case you wish to activate the subscription, you may call our Customer Care number for further assistance.
10. Services to the SIM card will be discontinued if there is no usage, i.e. no voice or video outgoing or incoming or an
outgoing SMS or a Data upload or download or VAS usage for a continuous period of 90 days.
11. Customers under no usage for continuous period of 90 days and having a balance more than or equal to Rs.20, the
company will Debit Rs. 20 from customers account and extend the no usage period by 30 days under Automatic
Number Retention Scheme (ANRS). The process will continue till the time customers account balance is more than
or equal to Rs. 20. If during this cycle, customers account balance becomes less than Rs. 20 the number will be
disconnected and customer will not be able to use the services, however customer can get the same number
reactivated within 15 days of disconnection by paying reactivation charges of Rs. 20. The customer can use the
services during the no usage period before disconnection and in such event the number will be out of no usage
criteria.
12. Threshold for low balance intimation is defined by Vi. Customer will be given intimation on recharging threshold
value.
13. In case of a lost / stolen / misplaced / damaged prepaid SIM card / recharge card the entire liability of the loss /
stolen / misplaced / damaged prepaid SIM card / recharge card will be that of the customer. No refund will be given
on the available balance, if any, of the lost / stolen / misplaced / damaged Prepaid SIM card / recharge card of the
customer. In case of SIM loss / damage, the same number can be given subject to positive validation as per your
existing record & payment as applicable.
14. SIM Exchange is a chargeable service and can be availed from any of the authorized Idea Service Centers. Details
on the charges and process can be obtained from Customer Care / Idea Service Center.

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 15. The mobile numbers and the Prepaid SIM cards shall always be the sole and exclusive property of Vi at all times the
same shall be returned to Vi by the customer upon termination and/or deactivation and/or temporary suspension of
the service under any circumstances.
16. The customer must all times ensure safe keeping of the Prepaid SIM card and original receipt of purchase, as it may
be required from time to time under different circumstances during interface with Vi
17. Services will be available to the Subscriber within the range of the base stations in the home or visiting (roaming)
network, subject to the factors like acts of God (Vis Divine), Force Majeure and Vis Major conditions like fires, strikes
and embargoes, war, insurrection, terrorist attacks, riots and other causes beyond the control of the Company including
technical / atmospheric / topographical hindrances / technical or roaming link failures. In no event will the Company
be liable for direct or indirect, consequential or economic loss or damage, including loss of profits and loss of
reputation/defamation, even if advised of the possibility thereof. Vi shall not be liable or responsible to refund back in
case of any disruption of services for any reason, or circumstances whatsoever if any.
18. Not all value added services may be available with Vi, on this prepaid connection. Vi is entitled to change / vary /
alter / amend / add to or withdraw any or all Value Added Services and / or to vary the charges / prices of these
services at its sole discretion and with notice.
19. Value Added Services are offered to the customer at an additional per min / second / per SMS rate prevailing at the
time of usage of the services. For details you may refer to our website www.MyVi.in
20. If due to technical and / or non-technical reasons, service availability and reliability is affected, Vi is entitled, without
any liability, to refuse, limit, suspend, vary and/or interrupt service any time at its direction without any notice for
technical and with information for non-technical reasons wherever possible as per the event.
21. Vi will not be liable for any act of commission or omission of any distributor / dealer / retailer / third party offering
any privilege or benefits to the customer without prior sanction of Vi or outside the realm of Vi offers/T&C
22. Our privacy policy is available on www.MyVi.in
23. Both the Company and the Subscriber shall keep in confidence any information received by either parties and shall
not disclose the same to any third party and except to any authorities (state/central/statutory or otherwise),
however, the Company shall be entitled to disclose the details of the subscriber's name, address, payment record
and any other information to any authority (state/central/statutory or otherwise), including but not limited to any
debt collection agency, customer verification agency, credit reference agency, fraud prevention agency, security
agency, and financial institution including banks. Company reserves the right to comply with the directions of such
authorities (state/central/statutory or otherwise) at its discretion without intimation to customer.
24. Authorized Third Parties: The company in order to provide better product & services (now or in future), may at its
discretion employ, contract or covenant with third parties/entities (external) for strategic & operational purposes
and pursuant to the same Vi may disclose and/or transfer your personal information or other information collected,
stored and processed by us to such third parties. Further, such third parties/entities are bound by agreements
containing confidentially obligations relating to the management, treatment and confidentiality of the information
shared.
25. The company reserves the right to share aggregated & anonymized information about the subscriber/customers
with authorized third parties to enable them to offer the subscribers/customers other products and services (now or
in future).
26. The Customer hereby agrees to indemnify and hold harmless the Company and its Officials/Agents from/against all
suits, costs, liabilities, proceedings (civil or criminal), damages or claims of any kind arising out of any act or omission
of the Customer or use / misuse of the Service by the Customer or any other person with or without consent of the
Customer (under Clause 10, 44 & 50).
27. The Customer hereby agrees to indemnify and hold the Company harmless against any claim for libel or slander or
for any infringement or violation of copyright arising out of communications sent or received by Customer on the
Company's Network.
28. The Company shall not be liable to any Customer/Subscriber and/or any person, firm, body corporate claiming
through, under, or in trust for the Customer. The Customer hereby waives and agrees to continue to waive all
claims/actions for any delays, losses including, but not limited to, loss of business, profit, revenue or goodwill,
damages, fees, costs, expenses, orders, judgment etc. direct, incidental or consequential arising out of any
interruption, delays, errors or defects or other failure with respect to the Service and or value added/supplementary
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 Services or billing arrangements, payments or collections to the extent that such interruption, delay error or defector
a result of any cause or reason covered in Clause 17 above.
29. Any increase and/or levy of any taxes and duties, etc. shall be borne by the customer.
30. The subscriber shall comply with all directions / instructions issued by Vi relating to the network, the services and/or
all matters connected therewith and provide Vi with any further information and co-operation as Vi may require
from time to time.
31. The customer is not entitled and or authorized, to assign / transfer / resell / lease / rent or create any charge / lien
of any nature whatsoever on the Prepaid card.
32. The customer shall not use or attempt to use the Prepaid services for any unlawful, antisocial or abusive purposes
or for sending obscene, indecent, threatening, harassing, unsolicited messages or messages affecting / infringing
upon national / state security or social interest nor create any damage or risk to company or to this network of
customers or any other persons. Customers are warned that if any person fraudulently uses so causes or allows use
of the Prepaid SIM Card, he / she will be liable for appropriate legal proceedings (civil or criminal).
33. The cellular service will be made available to the subscribers by Vi is subject to the terms & conditions of the license
entered into between Vi and Department of Telecommunications. The customer shall strictly abide by the directions
of the Government of India, the State Government, any Court of law or any statutory authority as applicable from
time to time.
34. The customer shall only use those mobile telephone instruments, which are compatible with the Global System for
Mobile Communications Standard. The company shall not be liable for interruption in service due to any problems
or defects in mobile instruments. As of date, the Prepaid SIM card can be used with mobile phones that can operate
under the spectrum bands between 700-900-1800-2100-2300 MHz. The above formation is for convenience only.
35. Any dispute arising under these terms & conditions will be before the court/s having jurisdiction at respective circle
HQ.
36. As per government instructions, it is mandatory for the subscriber to personally fill the customer application form,
provide self-attested copies of proof of identity & address and recent passport size photograph. The company has
the rights to suspend the services with prior notice to the subscriber if any discrepancy is found with regards to the
documentation or details.
37. The company may also request for the re-submission of Customer Application Form (including Customer Photograph),
Proof of identity & Proof of Address, if the earlier documentation submitted by the Subscriber is badly mutilated, illegible
or has been declared not valid or compliant as per the guidelines issued by the Department of Telecommunications
(from time to time). The company reserves the right to suspend the Services with prior intimation in the event the
subscriber does not adhere to the aforesaid request.
38. The Services shall commence upon the Company accepting, after due verification, duly filled and signed Customer
Application Form by the Customer and shall run in concurrence with license agreement (including any amendments
thereto) between Department of Telecommunication (DoT), Ministry of Communication, Government of India and
Vodafone Idea Limited (formerly Idea Cellular Limited) for the operation of Cellular Mobile Services in the respective
Licensed Service Area ("the License Agreement") and shall be subject to all applicable laws, bye laws, rules regulations,
notifications, orders, directions of the Government of India/Regulatory authorities/Courts/Tribunals and shall further
be subject to other terms and conditions of this Customer Application Form (CAF). The Company will allocate a mobile
number and will use all reasonable endeavors to maintain the connection and provide services till disconnection.
39. The grant of connection and subscription to the Services is at the sole discretion of the Company and the Company
reserves the right to reject any application, for any reason, without any liability whatsoever. The information provided
by the Customer/gathered by the Company shall become the Company’s property even if Customer Application Form
is rejected. The activation of new SIM shall be within reasonable time and subject to within the realm of
direction/guidelines issued by DoT/TRAI in this regard.
40. Any change in the subscriber’s address has to be informed to Vi within seven (7) days with the photocopy of the
new proof of address.
41. The telecom services to the Foreign Nationals will be allowed only for 90 days or VISA Expiry, whichever is earlier
or as per the instructions of DoT / TRAI’s issued from time to time.
42. Subscriber should declare total mobile connections subscribed by him / her from various operators.

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 43. If an individual customer has nine (9) connections under his name, irrespective of the service provider, then the
customer shall not be granted an additional connection. Giving primacy to National Security, however the company
reserves the right to fix the count of connections a customer can hold to less than nine connections. In the event it
is found that an individual has more than nine connections or number as defined by Vi, across operators which
remained undeclared, The company reserves the right to disconnect (with immediate effect) the subscription without
prior notice to comply with regulatory guidelines/DOT directives.
44. The first outgoing call of the customer will be redirected to the Call Center. Activation of the SIM is only subject to
the positive telephonic verification of the customers.
45. If, due to any circumstances, the connection is not verified as positive, NO REFUNDS will be processed in favor of
the customer and the documents submitted during applying for such connection shall remain with Vi for record
purposes.
46. In the event of customer does not verify himself/herself within 45 days from the date of purchase of SIM card,
subscription shall be withdrawn without any further notice and customer will be charged with documentation and
logistic charges of Rs. 25 from any amount recharged. This amount will be waived off in the event of positive
verification.
47. DND facility is available for subscriber with an option of selecting various preferences. A subscriber can register DND
or change preferences via various medium i.e. through a SMS, IVR, Call, APP & Website. DND will be activated
immediately, however will be applicable after 24hrs Further details to register/Deregister DND service is available in
Annexures updated on page no. 28 to 30 of this document.
48. Any Prepaid SIM card holder using SIM for telemarketing purpose has to register himself on
http:/www.nccptrai.gov.in as per TRAI guidelines. For any clarifications the customer can call company’s customer
Assistance or visit http://nccptrai.gov.in
49. If your number is found to be used for promotional activity without registering as tele-marketer, your number will
be restricted under usage capping of 20 calls & 20 SMS’s per day for 30 days & 180 days upon first & second offence
respectively. On further offences your number along with all numbers on same name & address shall be
disconnected. The name & address shall be blacklisted for next 2 yrs & new subscription will denied. If required to
reissue, the same will be either reissued or refused as per the prevailing guidelines at that point of time.

50. Customer hereby confirm and agrees to the rates and validity that have been informed to him / her at the time of
purchase.
51. ISD tariffs are dependent on external factors like settlement rates, currency rates, etc. and are thereof subject to
revision in future, if any.
52. The tariff / pulse rate may vary based on selected plan / pack, Pulse duration in milliseconds is rounded to the higher
unit.
53. You may reach us at General Information Number (Vi) or Customer Care number (198) or write to
[email protected] or visit us at www.MyVi.in . Calls on IVR at General Helpline Number is toll free,
however on agent assistance nominal rates are applicable.
54. Past usage details if required would be made available after due verification at chargeable basis, provided usage
details would be available for last six month from the date of request made by subscriber.

55. MNP Terms & Conditions:

The total time frame for Port activation is 2 days for inter circle porting and 4 days for intra circle & corporate
subscriber from the date of porting request received at mobile number portability service provider (Mentioned
turnaround time is excluding Sundays & national holiday.

Following validation will be done upon UPC generation request & in case validation is failed UPC generation request
will be rejected & communicated to you:
A. There are outstanding payments due from the subscriber by way of pending bill or bills, as the case may be,
issued as per the normal billing cycle but before the date of application for porting.

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 B. The porting request has been made before the expiry of a period of ninety days from the date of activation of a
new connection.
C. A request for change of ownership of the mobile number is under process.
D. The mobile number sought to be ported in sub-judice.
E. Porting of the mobile number has been prohibited by a Court of Law.
F. The Unique Porting Code mentioned in the Porting request does not match with the Unique Porting Code allocated
by the Donor Operator for the mobile number sought to be ported.
G. There are subsisting contractual obligations in respect of which an exit clause has been provided in the subscriber
agreement but the subscriber has not complied with such exit clause.
H. The validity of UPC code has expired
I. For Corporate porting below validation will be done upon porting request.
J. In case of a corporate mobile number, the porting request is not accompanied by authorization letter from the
authorized signatory of the subscriber.
K. Authorized Letter not in Desired Format
L. Incorrect Donor name or Recipient name or circle name
M. Authorized signatory seal / signature not available in all pages
N. Authorized Signatory Name missing /mismatch
O. Authorized Signatory Signature missing / mismatch
P. Authorized Signatory E-mail id missing
Q. Company letter head not valid
R. Company name mismatch
S. Company Stamp Missing
T. Request for more than 100 number
U. Mobile Number mentioned incorrect

Once Ported-in the number cannot be ported out before 90 days or any other duration as prescribed by TRAI from time to
time.
Customer can withdraw his Porting request within 24 hours from the time of Port request submission through SMS.
In case of the Port request cancellation by the customer, the Port fee (if charged) may not be refunded.
After the Port Activation, Address Verification may be initiated and the services may be barred if the same is found to be
negative.

TERMS AND CONDITIONS – POSTPAID

1. GENERAL TERMS & CONDITIONS

a. Vodafone Idea Limited (formerly Idea Cellular Limited) herein referred as “Vi” or “Company” reserves the
exclusive right to change / alter / amend the terms and conditions herein, the terms of use of services and
the Privacy Policy.
b. The company reserves the exclusive right to change/ alter / amend the tariff plan/s or packs applicable on
the Postpaid SIM card at any point at its sole discretion with prior intimation to the customer within the
realm of TRAI guidelines.
c. The license of Vodafone Idea Limited is 10-Oct-2033
d. For details of definition on telecom terminology used, please visit our website www.MyVi.in

e. All the rates, tariffs and other related conditions at which the service will be provided is as on this date and
may be amended from time to time.
f. The customer shall only use those mobile telephone instruments, which are compatible with the Global
System for Mobile Communications Standard. The company shall not be liable for interruption in service
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 due to any problems or defects in mobile instruments. As of date, the Postpaid SIM card can be used with
mobile phones that can operate under the spectrum bands between 700-900-1800-2100-2300 MHz.
g. Written request for duplicate bill shall be provided for the past period up to 1 year from the date of the last
bill on payment of applicable charges.
h. The company shall address all billing statements and any notices to the subscriber at the billing address
given overleaf. Any change in the address of the customer has to be informed to Vi with the photocopy of
the new proof of address within a period of seven (7) days after the change of address. Any billing statement
or notice from the company to the customer will be deemed served within 48 hours of posting.
i. Any waiver, concession or any additional benefit over & above the selected/opted plan/pack given by the
company is allowed to the customer for limited period / specific circumstances only. It does not affect the
company’s rights under this Application in any other way.
j. This application/Terms of Services are subject to the Indian Telegraph Act of 1885 and rules framed there
under and any statutory modification or re-enactment for the time being in force and Government
regulations (DOT/TRAI/State/Central/Local Authorities) issued from time to time.
k. In the event of any of these terms & conditions becoming invalid, illegal or unenforceable in any respect
under the law such invalidity, illegality or unenforceability shall not in any manner affect or impair other
terms & conditions but this application shall be construed as if such an invalid or illegal or unenforceable
terms & conditions had never been contained herein.
l. In the event of non-acceptance of the application of the customer either prior to or subsequent to within a
short period of activation due to any reason whatsoever, refund of such initial payments (net of usage), if
any, would be made to the business associate through whom the application has been forward unless a
letter to the contrary is received from the customer through the business associate before such refund has
been processed. Once the refund is processed, the decision of the company is final and binding on the
customer.
m. This terms and conditions are the complete and exclusive covenants between the customer and the
company. It supersedes all prior understandings or other applications, whether oral or written, and all
representations or other communications between the customer and the company.
n. DND facility is available for subscriber with an option of selecting various preferences. A subscriber can
register DND or change preferences via various medium i.e. through a SMS, IVR, Call, APP & Website. DND
will be activated immediately, however will be applicable after 24hrs Further details to register/Deregister
DND service is available in Annexures updated on page no.28 to 30 of this document.
o. Any company’s customer intending to use the SIM for tele-marketing purpose has to register on website
http://www.nccptrai.gov.in as per the TRAI guidelines. For any clarifications the customer can call our
General Information Number 199 or visit website http://nccptrai.gov.in
p. Information on Postpaid tariff plans and products is also available on our website www.MyVi.in and upon
request at our exclusive stores.
q. Customers can call our helpline number 198 (toll free)for any Complaint or Request. For any query
customers can call our General Information Number 199, Call on IVR at General Helpline Number is toll
free, however on agent assistance nominal rates are applicable. Alternatively you may also write to us at
[email protected]
r. Company makes no express or implied warranties, guarantees, representations, or undertaking,
whatsoever, regarding the service, except those expressly mentioned here.
s. Not all value added services may be available with Vi, on this Postpaid connection. Vi is entitled to change
/ vary / alter / amend / add to or withdraw any or all Value Added Services and / or to vary the charges /
prices of these services at its sole discretion and with notice within the realm of TRAI guidelines.
t. Value Added Services are offered to the customer at an additional per min / second / per SMS rate prevailing
at the time of usage of the services. For details you may refer to our website www.MyVi.in
u. The telecom services to the Foreign Nationals will be allowed only for 90 days or VISA Expiry, whichever is
earlier or as per the instructions of DoT / TRAI’s issued from time to time.

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 v. In case you acquire any new connection / add-on connection under the existing billing account number, the
roaming tariff of all the existing numbers in the billing account may change as per the new tariff plan opted.
The same may apply, in case of bill plan change within one account, with multiple mobile connections.
w. The customer is not entitled and or authorized, to assign / transfer / resell / lease / rent or create any
charge / lien of any nature whatsoever with regards to SIM card / account.
x. Safe Custody Scheme: Services to the SIM card will be discontinued in case of absence of an Activity,
i.e. no Voice / Video call or an outgoing SMS or a Data upload or download or VAS usage or payment of
rental. A facility of safe custody is available by paying Rs. 150 which is valid for 3 months or part thereof.
During safe custody period customer shall not be charged any rental or usage charges and the number
will not be disconnected despite no usage. In an event where customer has paid advance rental, the
subscription shall continue for the period for which advance rental is paid. Customer can request for
restoration of number within the Safe Custody period and in such an event the number shall be activated
in 24 hours.

2. PROVISION OF SERVICES
a. The Services shall commence upon the Company accepting, after due verification, duly filled and signed
Customer Application Form by the Customer and shall run in concurrence with license agreement (including
any amendments thereto) between Department of Telecommunication (DoT), Ministry of Communication,
Government of India and Vodafone Idea Limited for the operation of Cellular Mobile Services in the respective
Licensed Service Area ("the License Agreement") and shall be subject to all applicable laws, bye laws, rules
regulations, notifications, orders, directions of the Government of India/Regulatory
authorities/Courts/Tribunals and shall further be subject to other terms and conditions of this Customer
Application Form (CAF). The Company will allocate a mobile number and will use all reasonable endeavors to
maintain the connection and provide services till disconnection.
b. The grant of connection and subscription to the Services is at the sole discretion of the Company and the
Company reserves the right to reject any application, for any reason, without any liability whatsoever. The
information provided by the Customer/gathered by the Company shall become the Company’s property even
if Customer Application Form is rejected. The activation of new SIM shall be within reasonable time and subject
to within the realm of direction/guidelines issued by DoT/TRAI in this regard.
c. The Company reserves the right to seek/verify the particulars provided in the Customer Application Form,
and/or seek or verify financial information from the customer’s bankers/credit providers and such other
independent sources as also carry out other verification as deemed necessary.
d. The SIM card and the Mobile number are and shall always remain the sole property of the Company and shall
be returned by the Customer to the Company upon termination and/or deactivation.
e. Services will be available to the Subscriber within the range of the base stations in the home or visiting
(roaming) network, subject to the factors like acts of God (Vis Divine), Force Majeure and Vis Major conditions
like fires, strikes and embargoes, war, insurrection, terrorist attacks, riots and other causes beyond the control
of the Company including technical / atmospheric / topographical hindrances / technical or roaming link
failures. In no event will the Company be liable for direct or indirect, consequential or economic loss or damage,
including loss of profits and loss of reputation/defamation, even if advised of the possibility thereof.
f. Service quality, functionality, availability and/or reliability may be affected, and/or the Company 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 Customers without any notice, for any reason which
is found to be reasonable by the Company, including, but not limited to the following:

i. Governments, TRAI's rules, regulations, orders, directions, notifications etc. including changes thereto
prohibiting and/or suspending the rendering of such Services.
ii. Transmission limitations caused by topographical, geographical, atmospheric, hydrological, and/or
mechanical conditions.
iii. During technical failure, modification, up-gradation or variation, re-location, repair and/or
maintenance of the systems/equipment.
iv. Combat potential fraud, sabotage, willful destruction, etc.
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 v. Delayed/non-payment of bills beyond the due date or non-deposit of any applicable fee, charge or
deposit etc. or any increase thereof or non-payment of any interim demands before the issuance of
the bill. The Company reserves the right to totally or partially disconnect the connection with or
without notifying in case of non-payment of the due bill by the due date or in case the cheque is
deposited with the Company by the Customer towards payment of the bill is dishonored. Although
no notice is mandatory, notification by Tele-calling to the Customer on his telephone number or any
other alternate number or by a short-service message by the Company shall be construed as due
notice in this regard. In case of such disconnection effected, the Customer shall have to apply for re-
activation of his connection for subscription to the Service, after having absolved himself of the due
payment. The Company reserves the right to charge for such reactivation at such rates as may be
determined from time to time. It shall be the sole discretion of the Company to allow or refuse such
re-activation.
vi. If Service is used in any manner, which violates any law etc. or adversely affects or interferes, in any
manner, the rendering of Services by the Company.
vii. Any discrepancy/wrong particular(s) provided by the Customer in the Customer Application Form.
viii. Breach of any terms & conditions of this Customer Application Form on part of the Customer.
ix. If rendering of Services becomes impossible in view of problems arising on account of interconnection
between the Company and other telecom service providers.
x. Any other reason, which is found to be reasonable by the Company warranting
suspension/disconnection.
xi. The Company makes no express or implied warranties, guarantees, representations, or undertaking,
what so ever, regarding the services, except those expressly mentioned in this agreement. In all the
above cases, the Subscriber shall remain liable to pay service and/or usage charges during the period
of suspension.
g. The company will not be liable for any act of commission or omission of any distributor / dealer / retailer /
third party offering any privilege or benefits to the customer without prior sanction of company or outside
the realm of company’s offers/T&C.
h. As per government instructions, it is mandatory for the subscriber to personally fill the customer application
form, provide self-attested copies of proof of identity & address and recent passport size photograph. The
company has the rights to suspend the services with prior notice to the subscriber if any discrepancy is
found with regards to the documentation or details.
i. Subscriber should declare total mobile connections subscribed by him / her from various operators.
j. If an individual customer has nine (9) connections under his name, irrespective of the service provider, then
the customer shall not be granted an additional connection. Giving primacy to National Security, however
company reserves the right to fix the count of connections a customer can hold to less than nine
connections. In the event it is found that an individual has more than nine connections or number as defined
by Vi, across operators which remained undeclared, Vi reserves the right to disconnect (with immediate
effect) the subscription without prior notice to comply with regulatory guidelines/DOT directives.
k. The first outgoing call of the customer will be redirected to the Call Center. Activation of the SIM is only
subject to the positive telephonic verification of the customers.

3. CHARGES AND PAYMENTS

a. The Subscriber shall make the following payments to the Company as per tariff plan selected and billing cycle
subject to any change by the Company in its tariff plan structure:
i. One time payments on commencement of services viz. Activation charges, Plan fees if applicable,
Security and other interest free deposits as may be applicable.
ii. Monthly charges including monthly access charges, airtime charges, PSTN charges (charges in case
of calls to landline phones), fees for selected call management services, monthly rental, STD/ISD
charges, GST, roaming charges and any late payment charges as may be applicable as per the tariff
plan selected by the Subscriber (Airtime charges are applicable when the Subscriber makes or receives

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 calls, when calls are made from a cellular to a conventional land phone, airtime charges plus
local/STD/ISD charges will be applicable).
iii. In case any charges are disputed, the Customer shall intimate the Company within two (2) days of
receipt of bills. In case of non-receipts of such information, the charges shall be deemed to have been
accepted. In all events, the Customer shall pay full amount of charges, pending settlement of dispute.
iv. The Company shall have right to introduce any/other tariff plans/services from time to time, and the
Company reserves the right to withdraw/alter/change/modify any/all tariff plan/s or billing cycle or
Services and/or to revise the rates and charges applicable to such plans services in its sole discretion
within the realm of TRAI regulations with prior notice to the Customer/s/Subscriber/s. The call pulse
rate and all other applicable charges or fees shall be governed by the rules and regulations as specified
by Regulatory Authorities particularly from TRAI which are amended from time to time and /or as
notified by the Company.
v. Security deposit/Advance usage charges (AUC) as the case may be collected from the customer shall
be refunded as per the company policies in force from time to time.
b. The Subscriber shall pay the service charges and other sums including applicable taxes as per the monthly
billing statement on or before the due date mentioned in such statement in full without any deduction, set-off
or withholding, failing which the Company shall charge Late Payment Fees on all outstanding dues.
c. The Company is entitled to discontinue the services without any intimation and/or notice after the due date
at its sole discretion, in addition to and without prejudice to any other remedies available. The Company also
reserves the right to suspend/deactivate the Services in case it is found that there is an outstanding against
any other mobile number or from his/her earlier connection.
d. The Subscriber shall be liable for all subscribed charges for the Services provided to the Subscriber, whether
or not used by the Subscriber.
e. The Company may adjust the deposit of the Subscriber, if any, in full or partial for satisfaction of any
outstanding from the Subscriber to the Company. The Company reserves the right to adjust the security
deposit of one mobile number against the outstanding of any other mobile number of the same Customer.
f. The Company shall not be responsible or liable for non-receipt of bill by the Customer sent prior to Customer
informing about change in address and Customer shall be liable to make payment in respect of such bill. It is
in customer’s interest to enquire with the Company on the status of outstanding bills and clear dues before
due date.
g. The Company shall have the right to predetermine, prefix and apply a credit limit to usage of Services and
other value added / supplementary Services by the Customer. Company shall also have the right to demand
deposit (additional or fresh) to match the usage Vs credit limit assigned. The Customer shall use the Services
only up to the limits of his/her respective credit and the Company shall be entitled to bar the availability of
Services either partially or totally upon reaching and/or exceeding the credit limits, with prior information to
the Customer and in such event the Customer undertakes not to make any claims against the Company of
whatsoever nature. The Company may demand interim payment/s upon the Customer reaching
predetermined and prefixed credit limit sans any issuance of Statement of Account /itemized Bill. In such event
to avail continuous Services (including any value added/supplementary Services) without any partial or
complete suspension/barring, the Customer shall immediately pay the interim payment as demanded by the
Company, even if there was no outstanding against his/her previous bill. All the above intimations by the
Company shall be notified by 1. Tele-calling the Customer on his telephone number or any other alternate
number or 2. By a short-service message. The intimations from the Company by the said mode shall be
construed as due notice in this regard. In the event the Customer has exceeded his predetermined credit limit
he/she will be responsible to pay for all the calls made and services obtained even beyond the stated limit.
The Company reserves the right not to so bar the Services in its sole discretion and any such allowances made
by the Company shall not create any right in favor of the Customer to such increased amount of credit limits
in future.
h. Further, in the event of the Subscriber usage (including rental) 80% of the credit limit, the Subscriber may
receive a call / SMS from the Company (at its sole discretion) requesting for interim payments. Further at

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 100% of the credit limit, the Company at its sole discretion also reserves the right to disconnect partial or full
service to mobile connection on non-receipt of the interim payment whenever demand by the Company.
Services would be restored on the clearance of billed and unbilled amount. Fixation of credit limit does not
imply that the Company shall immediately and mandatorily disconnect partial or full service to mobile
connection and/or the bill would be limited or restricted to the specified credit limit, irrespective of subscriber
usage (in terms of Clause h above). The Company (at its sole discretion) shall invoke the protocols mentioned
in Clause h as and when it notices the following events:
i. Sudden spurt in usage of Value Added Services (VAS)/Data usage
ii. Sudden spurt in STD/ISD calls
iii. Usage of International/National roaming services.
i. In case of use of International / National roaming services, the Company (at its sole discretion) shall invoke
the protocols mentioned in Clause h above or shall demand for complete payment of the bill as and when the
Company receives the billing details (billed call records with or without CLI) for International / National roaming
services availed by the Subscriber.
j. The list of events above is only indicative and not exhaustive and the company may invoke the protocols
mentioned in Clause h above (at its sole discretion and in its assessment, but within the realm of TRAI
guideline) based on the customer credit and payment history, usage, profile etc. Further the Subscriber
understands that he/she will not be eligible for the monthly credit revision for the first three months and
subsequently, the Company at its sole discretion may change the same based on the usage and payment
pattern apart from the company polices in this regard. Notwithstanding to anything contained above, the
Subscriber understands and agree that Fixation of credit limit does not imply that the Company shall
immediately and mandatorily disconnect partial or full services to mobile connection and /or the bill would be
limited or restricted to the specified credit limit, irrespective of the usage (in terms of Clause h) and he /she
shall always be responsible and liable to pay (without any demur) the amounts due/likely to be due against
the service availed by him/her irrespective of the action/non-action by the company to disconnect partial or
full services upon his/her usage (excluding rentals / feature charges etc) exceeding the 100% of the credit
limit.
k. In the event, it is found by the Company that the Subscriber (an individual, a sole proprietor, an Un registered/
registered partnership firm, private or public limited company) is/are holding two or more subscription
accounts with Company and the Subscriber who is now existing as an active Customer has outstanding
amounts due payable to the Company either by himself or his/her representatives who have availed Services
of the Company by virtue of Add-on card or otherwise or has been a Subscriber (an individual, a sole proprietor,
an un-registered/registered partnership firm, private or public limited company) in the same account/different
account under CUG or otherwise, the Company shall reserve the right to bar/discontinue to offer the Services
of the Company to the mobile connections held by the subscriber (an individual, a sole proprietor an
unregistered/registered partnership firm, private or public limited company) in the same account/different
account under CUG or otherwise and demand the outstanding dues/amounts payable by the Subscriber under
as mentioned above. Such action for discontinuation of Services shall be taken prior intimation through Tele-
calling or through Short Message Service (SMS). This clause shall be applicable to the erstwhile postpaid
subscribers who are using / active subscriber using Prepaid/Postpaid offer by the Company.
l. In case of a lost/misplaced/stolen SIM card, the entire liability of the lost/misplaced/stolen card will be borne
by the Customer. In such an eventuality, the Customer shall inform the Company immediately so as to suspend
the Services. The loss of or inability to use the SIM card shall not absolve the Customer from his liability to
pay outstanding charges etc. In the event that the SIM card has to be replaced for whatsoever reason, the
same shall be done by the Company upon payment of nominal charges. The company will replace the SIM
card only on written intimation and after due verification.
m. While roaming in other Telecom Circle, depending upon the Service Provider/Operator selected by the
Customer either manually or automatically. Operator specific Tariffs will be charged for all the Services availed
by the Customer however such charging shall be as per ceiling specified by TRAI on roaming tariff from time
to time.

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 n. Before embarking on International or National roaming, the Subscriber shall mandatorily visit exclusive Idea
store and ascertain the applicable tariffs for both voice and data.
o. Subscribers using smart phones are hereby notified that while on International Roaming they should manually
turnoff the data services to avoid the high charges on data services.
p. The delivery of services while on roaming is subject to Clause 2 (e) above.
q. The Customer acknowledges that peak, standard and off-peak hours for call charges may differ from one
operator to another.
r. To have an increased credit limit and to enjoy un-interrupted services, the subscriber may pay Vodafone Idea
Limited advance payments or additional deposits, before he/she embarks on International roaming.
s. Subscribers who have authorized Vodafone Idea Limited with standing instructions for bill payments through
credit card, interim payments shall be processed as and when the outstanding (billed and /or unbilled amounts)
crosses the credit limit/available deposit.
t. In case of a loss of the SIM card while on roaming or otherwise, the Subscriber shall intimate Vodafone Idea
Limited call center on 198 or long digit 198 number from any number. The Subscriber shall be liable for all
calls made/received on the SIM card issued to/held by him/her for Six (6) hours after the intimation to
Vodafone Idea Limited.
u. Airtime charges shall be applicable to all incoming and outgoing calls. International roaming charges shall vary
from country to country depending on the roaming destination.
v. Local/STD/ISD charges and taxes will be at actual. Local/STD/ISD charges shall be applicable for all incoming
calls in the roaming destinations.
w. Airtime charges on the roaming local calls at Roaming locations will be depended on the changes defined by
the International roaming operator from time to time.
x. SMS facility shall be charged, based on charges levied by the international roaming network operator at
Roaming locations.
y. Any applicable surcharge on the actual usage is applicable for all calls made and received while on International
Roaming locations.
z. Applicable GST shall be levied on all usage & rental charges.
aa. The monthly access fees as applicable for International roaming will be charged in advance and on non-pro-
rate basis.
bb. Since, on International roaming the calling line identification is not guaranteed, the calling line Identifications
service (CLI) on International roaming shall be extended to the Subscriber, provided the International roaming
partner extends/provides the same. Therefore, Vodafone Idea Limited shall provide the Subscriber with the
International roaming call details (incoming and outgoing) with calling line identification if the same is
shared/provided by the International roaming partner.
cc. International/National roaming calls/ data shall be billed to the Subscriber within Three (3) months from receipt
of the details regarding the billed International/National roaming calls from roaming partner.
dd. Any free calls/minutes/SMS/Data as per the applicable tariff plans shall be available to the Subscriber, while
he/she is in "Home Network" and the same cannot be consumed or used while the Subscriber is on
National/International Roaming. Any usage shall be billed as per the applicable Roaming Tariff.
ee. Subscribers availing Vodafone Idea Limited - Net setter (Data card/USB modem) services are informed that
usage as per the "Unlimited plan", any free calls/minutes/SMS as per the applicable tariff plan shall be available
while he/she is in "Home Network" and the same cannot be consumed/used while on National/International
Roaming. Any usage shall be billed as per the applicable Roaming tariffs.
ff. All taxes, present and future, and additional Taxes / cess /duties etc. that may be levied by Government/local
authorities etc. with respect to Service shall be borne by the Customer.
gg. Benefits free or discounted SMS will not be available to the customer on festive days. Customers can get the
list of the dates on www.MyVi.in

TERMINATION
a. The termination of the services by the Subscriber shall be governed by the directives of TRAI issued from
time to time. In the event Company discontinues its services in a particular service area or is desirous of
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 terminating the services of a particular Subscriber/Customer; such termination shall be done with 30 days
prior intimation to the Subscriber/Customer.
b. Notwithstanding anything contained herein, the Company shall be entitled to immediately terminate the
services of a particular Subscriber/Customer and/or wholly or partially disconnect the Services to be provided
pursuant to the, on the occurrence of any of the following:
i. The Government, TRAI or any competent Authority suspends, terminates, nationalizes or takes over
the license or the Services temporarily or otherwise.
ii. At any time the Subscriber/Customer fails to satisfy the requisite credit checks or provides fraudulent
information to the Company pursuant to which Services have been provided.
iii. The Customer fails to pay the subscription or the Charges due.
iv. If the Customer commits breach of any of the terms of this Customer Application Form and does not
remedy the breach within seven (7) days of the receipt of a written notice from the Company
specifying the breach.
v. If the Customer uses the Services for committing for any unlawful, illegal, immoral or abusive
purposes or for sending obscene, threatening, harassing messages or sending message or
communications that affect/infringe national interest, nor create any damage or risk to Company or
its Network and/or other Customer(s).
vi. Pursuant to Clause 2 (e) above.
vii. Termination of this Customer Application Form under the preceding provision shall be without
prejudice to any right or remedy available to the terminating party under the applicable law or statute
and the Company shall be entitled to recover all outstanding charges and dues from the Customer.
c. The company may also request for the re-submission of Customer Application Form (including Customer
Photograph), Proof of identity & Proof of Address, if the earlier documentation submitted by the Subscriber is
badly mutilated, illegible or has been declared not valid or compliant as per the guidelines issued by the
Department of Telecommunications (from time to time). Company reserves the right to suspend the Services
with prior intimation in the event the subscriber does not adhere to the aforesaid request.
d. If your number is found to be used for promotional activity without registering as tele-marketer, your
number will be restricted under usage capping of 20 calls & 20 SMS’s per day for 30 days & 180 days upon
first & second offence respectively. On further offences your number along with all numbers on same name
& address shall be disconnected. The name & address shall be blacklisted for next 2 yrs & new subscription
will denied. If required to reissue, the same will be either reissued or refused as per the prevailing guidelines
at that point of time.

GOVERNING LAW
hh. The terms and conditions contained herein shall be governed by the Laws of India and shall be subject
to the exclusive jurisdiction of the Courts in the respective Licensed Service Area ("the License Agreement").

CONFIDENTIALITY

ii. Our privacy policy is available on www.MyVi.in.

jj. Both the Company and the Subscriber shall keep in confidence any information received by either parties
and shall not disclose the same to any third party and except to any authorities (state/central/statutory
or otherwise), however, the Company shall be entitled to disclose the details of the subscriber's name,
address, payment record and any other information to any authority (state/central/statutory or
otherwise), including but not limited to any debt collection agency, customer verification agency, credit
reference agency, fraud prevention agency, security agency, and financial institution including banks.
Company reserves the right to comply with the directions of such authorities (state/central/statutory or
otherwise) at its discretion without intimation to customer.
kk. Authorized Third Parties: The company in order to provide better product & services (now or in future),
may at its discretion employ, contract or covenant with third parties/entities (external) for strategic &
operational purposes and pursuant to the same company may disclose and/or transfer your personal
information or other information collected, stored and processed by us to such third parties. Further,
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 such third parties/entities are bound by agreements containing confidentially obligations relating to the
management, treatment and confidentiality of the information shared.
ll. The company reserves the right to share aggregated & anonymized information about the
subscriber/customers with authorized third parties to enable them to offer the subscribers/customers
other products and services (now or in future).
mm. The Customer hereby agrees to indemnify and hold harmless the Company and its Officials/Agents
from/against all suits, costs, liabilities, proceedings (civil or criminal), damages or claims of any kind
arising out of any act or omission of the Customer or use / misuse of the Service by the Customer or any
other person with or without consent of the Customer (under Clause 4 (b) and 4 (d) above).
nn. The Customer hereby agrees to indemnify and hold the Company harmless against any claim for libel or
slander or for any infringement or violation of copyright arising out of communications sent or received
by Customer on the Company's Network.
oo. The Company shall not be liable to any Customer/Subscriber and/or any person, firm, body corporate
claiming through, under, or in trust for the Customer. The Customer hereby waives and agrees to
continue to waive all claims/actions for any delays, losses including, but not limited to, loss of business,
profit, revenue or goodwill, damages, fees, costs, expenses, orders, judgment etc. direct, incidental or
consequential arising out of any interruption, delays, errors or defects or other failure with respect to the
Service and or value added/supplementary Services or billing arrangements, payments or collections to
the extent that such interruption, delay error or defector a result of any cause or reason covered in Clause
2 (e) above.

MNP Terms & Conditions:

The total time frame for Port activation is 2 days for inter circle porting and 4 days for intra circle & corporate
subscriber from the date of porting request received at mobile number portability service provider (Mentioned
turnaround time is excluding Sundays & national holiday.

Following validation will be done upon UPC generation request & in case validation is failed UPC generation
request will be rejected & communicated to subscriber.
A. There are outstanding payments due from the subscriber by way of pending bill or bills, as the case
may be, issued as per the normal billing cycle but before the date of application for porting.
B. The porting request has been made before the expiry of a period of ninety days from the date of
activation of a new connection.
C. A request for change of ownership of the mobile number is under process.
D. The mobile number sought to be ported in sub-judice.
E. Porting of the mobile number has been prohibited by a Court of Law.
F. The Unique Porting Code mentioned in the Porting request does not match with the Unique Porting
Code allocated by the Donor Operator for the mobile number sought to be ported.
G. There are subsisting contractual obligations in respect of which an exit clause has been provided in the
subscriber agreement but the subscriber has not complied with such exit clause.
H. The validity of UPC code has expired
I. For Corporate porting below validation will be done upon porting request.
J. In case of a corporate mobile number, the porting request is not accompanied by authorization letter
from the authorized signatory of the subscriber.
K. Authorized Letter not in Desired Format
L. Incorrect Donor name or Recipient name or circle name
M. Authorized signatory seal / signature not available in all pages
N. Authorized Signatory Name missing /mismatch
O. Authorized Signatory Signature missing / mismatch
P. Authorized Signatory E-mail id missing
Q. Company letter head not valid
R. Company name mismatch
S. Company Stamp Missing
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 T. Request for more than 100 number
U. Mobile Number mentioned incorrect

Once Ported-in the number cannot be ported out before 90 days or any other duration as prescribed by TRAI from
time to time.

Customer can withdraw his Porting request within 24 hours from the time of Port request submission through SMS.
In case of the Port request cancellation by the customer, the Port fee (if charged) may not be refunded.
After the Port Activation, Address Verification may be initiated and the services may be barred if the same is found
to be negative.

4. M2M TERMS & CONDITIONS

a. The ownership of all M2M SIMs shall be with entity/organization providing M2M services.
b. The details of all the customers of M2M services i.e. physical custodian of machines fitted with SIMs, will be
maintained by entity/organization providing M2M Services.
c. All the below updated information will made available online through some web interface to Company by
entity/organization providing M2M services.
i) Details of M2M end device i.e. IMEI, ESN etc.
ii) Make, Model, Registration no. etc. of the machines (i.e. Cars, Utility Meters, POS etc.).
iii) Corresponding physical custodian’s name and address.
d. In case of sale or transfer of devices having M2M SIMs inside it, the responsibility of intimating to the
Licensees & the details of person to whom such devices are transferred and for fulfilling subscriber verification
norms, lies with the entity/organization providing M2M services.

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 Averaged over a
Sl. No. Name of Parameter Benchmarks
period
Metering and billing credibility -
1 Not more than 0.1% One Billing Cycle
Postpaid
2 Metering and billing credibility – Prepaid Not more than 0.1% One Quarter
>=98% with 4 weeks One Quarter
Resolution of billing/ charging
3
complaints 100% within 6 weeks One Quarter

Period of applying credit/ waiver/

Within 1 week of
4 adjustment to customer’s account from One Quarter
resolution of complaint
the date of resolution of complaints
Accessibility of call centre/ customer
5 ≥ 95% One Quarter
care
Percentage of calls answered by the
6 operators (voice to voice) within 90 >=95% One Quarter
seconds
7 Termination / closure of service 100% in ≤ 7 days One Quarter
Time taken for refund of deposits after
8 100% within 60 days One Quarter
closures

5. QUALITY OF SERVICE BENCHMARK AS PRESCRIBED BY REGULATOR

QUALITY OF SERVICE PROMISED*

* Though Vodafone Idea Limited will strive to meet the prescribed benchmarks but due to technical/practical reasons
it might vary which will be duly intimated to the regulator.

4. DETAILS ABOUT EQUIPMENTS OFFERED

4.1 We offer handsets to a limited extend in our bundled offers for data usage, details of which can be seen on our
website ( www.MyVi.in ) as these are frequent change in the offers / equipment’s.

5. RIGHT OF CONSUMERS

5.1 To receive unique docket number for every complaint registered by them.

5.2 Consumers can move to Appellate Authority if s/he does not receive resolution from our Contact Center /
Touch Points.

5.3 The details of Appellate Authority are to be provided to the consumer by the Contact Centre executive
upon consumer request.

5.4 The consumer can terminate or disconnect our service at his/her convenience. The bills are checked,
reconciliation is done and any amount, if due after adjusting the outstanding dues, is returned to the
consumer from his/ her security deposit. This process takes a maximum of 60 days from the date of
disconnection.

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 5.5 Consumer can terminate the services by sending a written request, Fax, E-mail, telephone call and SMS to
us. The termination of service shall be subject to the return or recovery of the customer premise equipment,
wherever applicable.

5.6 To help you restrict unwanted communication on your phone, we have implemented the Do Not Disturb
process. You can get your number listed for this facility by calling us at 1909 or sending an SMS to 1909
with keywords “BLOCK <Preference>”.

5.6.1 List of Preferences:

5.6.1.1 “FULLY BLOCK 0” for Fully Blocked
5.6.1.2 “BLOCK 1” for blocking SMS relating to Banking/Insurance/Financial products/credit cards
5.6.1.3 “BLOCK 2” for blocking SMS relating to Real Estate
5.6.1.4 “BLOCK 3” for blocking SMS relating to Education
5.6.1.5 “BLOCK 4” for blocking SMS relating to Health
5.6.1.6 “BLOCK 5” for blocking SMS relating to Consumer goods and automobiles
5.6.1.7 “BLOCK 6” for blocking SMS relating to Communication/Broadcasting/Entertainment/Information
Technology
5.6.1.8 “BLOCK 7” for blocking SMS relating to Tourism and Leisure
5.6.1.9 “BLOCK 8” for blocking SMS relating to Food and Beverages

6. DUTIES AND OBLIGATIONS OF THE COMPANY

6.1 We have a 2 stage complaint resolution management, i.e., Contact Center / Showrooms and
Appellate Authority.
6.2 A unique docket number is allotted to every complaint made by the consumer.
6.3 Appellate authority will resolve the appeal within 39 days of receipt of the appeal
6.4 All plan details are placed on the website
6.5 A tariff plan once offered shall be available to a subscriber for a minimum period of 6 months (or for life
time in case of life time validity) from the date of enrolment of the subscriber to that tariff plan
6.6 In case of Lifetime validity/unlimited validity we shall inform customers, the month and year of expiry of
current License in promotional literature/advertisements.
6.7 We shall give an advance notice of not less than 30 days to the Authority and Subscribers before
terminating an existing tariff plan.
6.8 Customer will be informed on activation of a voucher about usage, account, VAS charges is as per
Telecom Consumer Protection Regulation 2012 issued by TRAI.
6.9 MNP facility is available only within a given licensed service area.
6.10 You can make a porting request only after 90 days of the date of activation of your mobile connection.
If your mobile number has already been ported once, the number can again be ported only after 90
days from the date of the previous porting.
6.11 If you desire to port out your mobile number, you should approach the Recipient operator (the operator
to whom you want to port your number). You may be required to pay porting charge up to a maximum
of Rs.19/- to the Recipient Operator. You will need to obtain a Customer Acquisition Form (CAF) &
Porting Form. You need a ‘Unique Porting Code’ (UPC). To obtain UPC send SMS from the mobile number
you want to port to the number ‘1900’ with text ‘PORT’ followed by space followed by your 10 digit
mobile number you want to port. It may be noted that you will receive an auto generated 8 digits UPC
from the Donor operator. The UPC is valid for 4 days.

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 7. GENERAL INFORMATION NUMBER AND CONSUMER CARE NUMBER

8. COMPLAINT REDRESSAL MECHANISM

8.1 The complaint of consumer is resolved by our customer care executive at the call center and outlets.
8.2 A unique docket number is provided to the consumer for all complaints.
8.3 If the complaint is not resolved or not resolved to your satisfaction, consumers can appeal to Appellate
Authority through email, facsimile, post, in person or call on the consumer care number 198 -Toll free)
within thirty days of closure of complaint. Appeal format is mentioned as Annexure 1 (not mandatory)
at the bottom of this document.
8.4 The name and contact information of Appellate Authority are mentioned in section 11 of this document.
8.5 Appellate authority will resolve & intimate the appellant within 39 days of receipt of the appeal

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 9. DETAILS OF APPELLATE AUTHORITY

Operational Days: Monday to Friday (excluding circle holidays)

Operational Timings: 10 AM to 6 PM

Service Appellate Appellate Contact Appellate Email id.

Appellate Address
Areas Authority Detail
Andhra Ms. Vodafone Idea Limited, Contact No: [email protected]
Pradesh Padmavathi PV 2nd Floor , Varun 9948002240
Towers II, Begumpet,
Hyderabad-500016

Assam Ms. Chandrani Vodafone Idea Limited Contact No:

Mukherjee RED DEN, NH – 37 9706024365 [email protected]
Katahbari, Gorchuk, m
Guwahati, Assam-
781035

Bihar Ms. Chandrani Vodafone Idea Limited, Contact No: [email protected]

Mukherjee BLOCK A , 3rd Floor, Sai 9709018279
Corporate Park,
Rukanpura, Bailey
Road, Opposite SSB
Office,Patna–800014

Delhi Mr. Mayank Vodafone Idea Limited, Contact No: [email protected]

Srivastava A-19, Mohan co- 01171032211 m
operative Industrial
Estate, Mathura Road,
Delhi -110044

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 Gujarat Ms. Vinita Joshi Vodafone Idea Limited, Contact No: [email protected]
Vodafone Idea House, 7567860602
Building A, Corporate
Road, Off. S.G.
Highway, Prahladnagar,
Ahmedabad – 380015

Haryana Mr. Neginder Vodafone Idea Limited, Contact No: [email protected]

Bansal Plot No.173 sector 3 9813090003
HS11DC Industrial
Area, Karnala Haryana
132001

Himachal Mr. Neginder Vodafone Idea Limited, Contact No: [email protected]

Pradesh Bansal Keonthal Complex, 9736297362
Khalini, Shimla (HP)
171002

Jammu & Mr. Neginder Vodafone Idea Limited, Contact No: [email protected]
Kashmir Bansal 3rd Floor, Sunny 9796097979
Square, Gangyal,
Jammu – 180010

Karnataka Ms. Vodafone Idea Limited, Contact No: [email protected]

Padmavathi PV Ground Floor B Block 9886047474
Maruti Infotech Ctr,
Koramangala
Intermediate Ring Rd,
AmarJyoti
Layout,Bangalore-
560071

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 Kerala Ms. Bindu Vodafone Idea Limited, Contact No: [email protected]
Gopal VJ Tower, Vytilla PO, 9946123456
Ernakulam 682019

Kolkata Ms. Chandrani Vodafone Idea Limited, Contact No: [email protected]

Mukherjee Srijan Tech Park, 7th 9088118992
floor,
DN -52, Sector- V, Salt
Lake City,
Kolkata 700091

Madhya Mr. Ronak Vodafone Idea Limited, Contact No: [email protected]

Pradesh Patel 139-140 Electronic 9713377766 m
complex,
Paradheshipura, Indore
- MP – 452010

Maharasht Mr. Amit Vodafone Idea Limited, Contact No: [email protected]

ra Agrawal CTS 11/1B, 1st Floor, 020 - 71718181 m
Sharda Centre, Off.
Karve Road,
Erandwane,
Pune – 411004.

Mumbai Mr. Girish Holla Vodafone Idea Limited, Contact No: [email protected]
2nd Floor, Skyline Icon, 9820015713 m
86/92, Andheri Kurla
Road, Marol Naka,
Near Mittal Industrial
Estate, Andheri East,
Mumbai 400059

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 North East Ms. Chandrani Down Town Diagnostic Contact No: [email protected]
Mukherjee Centre, Arbuthnot 9774024365
Road, Laitumkhrah,
Shillong-791003,
Meghalaya

Orissa Ms. Chandrani Vodafone Idea Limited, Contact No: [email protected]

Mukherjee Unit - 41, E 52, 9090010078 m
Infocity,Chandrasekhar
pur,Chandaka
Industrial
Estate,Bhubaneswar –
751024

Punjab Mr. Neginder Vodafone Idea Limited, Contact No: [email protected]

Bansal C 105, Industrial Area, 7508012346
Phase VII Mohali,
Punjab – 160055

Rajasthan Mr. Mayank Vodafone Idea Limited, Contact No: [email protected]

Srivastava 1st Floor , Gaurav 9828996200
Tower, Malviya Nagar,
Jaipur - 302017

Tamil Nadu Ms. Bindu Vodafone Idea Limited, Contact No: appellate.tamilnadu@vodafoneid
Gopal Tower1, PSA Fort, Plot 9962099625 ea.com
No. A1 & A2 & B,
Nehru Nagar, 1st Main
Road, Perungudi,
Chennai – 600 096

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 UP East Mr. Vikram Vodafone Idea Limited, Contact No: [email protected]
Bains Shalimar Titanium, Plot 9721980180 m
Number TC/G 1/1,
Vibhuti Khand, Gomti
Nagar, Lucknow
226010

UP West Mr. Vikram Vodafone Idea Limited, Contact [email protected]

Bains Sarita Vihar, A19, First No: 9719143245 m
Floor, Mohan Co-
operative Industrial
Estate, Mathura Road,
New Delhi – 110044

West Ms. Chandrani Vodafone Idea Limited, Contact No: [email protected]

Bengal Mukherjee Srijan Tech Park, 7th 9093118992
floor,
DN -52, Sector- V, Salt
Lake City, Kolkata
700091

10. PROCEDURE OF TERMINATION OF SERVICES OFFERED

10.1 The consumer can terminate or disconnect our service at his/her convenience. The bills are checked,
reconciliation is done and any amount, if due after adjusting the outstanding dues, is returned to the consumer
from his/ her security deposit. This process takes a maximum of 60 days from the date of disconnection.
10.2 For deactivation of any Value Added Services (VAS) consumers can call 155223 (Common VAS Deactivation
Portal) or send SMS “STOP” to 155223.

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 11. DND Registration & De-Registration Keywords

Customer register/de-register DND services by sending SMS to 1909 with below mentioned keywords, or by calling
1909 IVR.

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