Standard Operating Procedure

for acquisition of New Mobile Connection

A: Action by New Customer
1. Applicant approaches to Point of Sale (POS) for new Mobile Connection along with
following signed documents with Date
i. Completed Customer Acuisition !orm (CA!) ha"ing #niue $umber
ii. Photograph affi%ed on CA!
iii. Proof of &dentit' (PO&)
i". Proof of address (POA)
$ote 1( &n case of outstation customers (out of )SA * State) details of local
reference i.e. $ame+ address+ and contact Phone $umber of local referee
shall also be gi"en.
$ote ,( &n case of foreign tourist Passport with -alid -&SA stamp shall be treated as
proof of identit'. !or poof of address+ the address of local reference which
ma' also be the tour operator shall be ta.en. &n case there is no local
reference+ the address of sta' (/otel etc.) shall be ta.en. Connection shall
be gi"en upto the "alidit' of -&SA period or 0 months which e"er is less.
$ote 0( 1he connection issued to the personnel deplo'ed on Ships while at sea
shore shall ha"e "alidit' onl' till the date the' ha"e the permit to sta' at the
port.
$ote 2( &n case of illiterate person+ CA! ma' be filled b' a person at the POS and
the thumb impression of the applicant ma' be ta.en on CA!+ photo and
document attached.
,. 1he applicant should pro"ide alternate mobile number at S.$o. 13 in new CA!.
0. 1he applicant shall be gi"en receipt b' POS with details of Mobile $umber+ CA!
$umber+ PO&+ POA+ issuing authorit'+ date of issue and serial number of PO&*POA with
dul' signed and stamp of POS.
2. At the time of first acti"ation+ to allow the customer to ma.e call to 1456 onl'+ an
automated SMS will be sent at his* her alternati"e number (as mentioned at S. $o. 13 in
new CA!) prompting him to ma.e call to 1456 for tele"erification. 1he te%t of SMS will be
as follows 7Dear Customer+ 8indl' Dial 1456 from 'our new S&M for tele"erification of
new mobile number 9999999999 to complete the acti"ation : ;S$)<.
4. Applicant shall call to ;S$) call centre at 1456 for tele"erification.
=. &n case the final acti"ation does not ta.e place within the same da'+ for want of call to
1456+ second SMS+ as a reminder+ will be sent b' SancharSoft ne%t da'.
B: Responsibilities Acti!ities of POS
1. POS will "erif' applicant+ application > submitted copies of documents with
originals.
,. POS will enter details in CA! and will sign CA! > attached documents.
0. POS will also tele"erif' with local reference+ in case of Outstation * foreign
applicants.
2. POS will gi"e an unacti"ated S&M to applicant alongwith counterfoil.
4. POS will instruct applicant to call ;S$) call centre on receipt of SMS at alternati"e
mobile number pro"ided b' the customer in CA! as b' such time outgoing facilit' to
Call Centre number 1456 would ha"e been acti"ated on the S&M+ for tele"erification.
=. ?etailer will e%plain to the customer about the changed procedure of mobile
connection acti"ation and the mandator' reuirement for tele"erification on receipt
of SMS on alternati"e mobile number.
C: Responsibilities Acti!ities of "ranc#isee
1. !ranchisee will collect CA! from POS and will chec. the same for completeness
and correctness.
,. !ranchisee will enter the Subscriber details in ;S$) Database using SancharSoft.
0. !ranchisee will deposit CA! after affi%ing his Stamp > Signature to ;S$)
designated official at CA! D@S8+ with in ,2 /ours e%cluding holida's.
$: Acti!ities at BSN%
1. SSA /ead will ensure to establish a CA! D@S8 for collecting CA!s from
franchisees+ which should be manned for ma%imum hours to the e%tent possible.
,. CA! Des. official will "erif' CA! and enter the CA! details in ;S$) database within
, hours.
0. S'stem will automaticall' acti"ate the number with outgoing facilit' to 1456 i.e. Call
Centre number for tele"erification.
2. CA! Des. official will also tele"erif' with the local reference+ in case of Outstation *
!oreign applicant.
4. On successful tele"erification+ in case of pre:paid+ SancharSoft will automaticall'
enable final acti"ation of mobile connection. &n case of post:paid+ after successful
tele"erification+ the designated ;S$) official at Circle * SSA will acti"ate the number
manuall' through CS? terminal of ;>CCS within , hours.
=. /ead of Sales > Mar.eting at SSA* Circle shall .eep trac. of time ta.en for
acti"ation from the date of sell of S&M.
6. A"erage time ta.en in hours to acti"ate should be monitored b' the /ead of Sales
of the SSA and reported to AM(S>M) of circle office on dail' basis for re"iewing
bac.log * pendenc' * dela'.
3. Sales > Mar.eting 1eam in SSA* Circle shall educate the franchisees and retailers
about the re"ised procedure as mandated b' Do1 and the action b' customer as
gi"en abo"e.
Note:
1. 1he special instructions * safeguards issued from Do1 time to time regarding mobile
ser"ices in B>8+ Assam+ $@:& and $@:&& Circles are reuired to be followed.
2. Special instructions regarding Connections to !oreigners * ;ul. mobile connections
etc are to be followed.
&: Acti!ities at Call Centre
1. Once Outgoing facilit' to Call Centre $umber is acti"ated+ Customer will call the
Call Centre from his* her new S&M > gets his details tele"erified.
,. &n the e"ent of non:dialling of 1456 during ,2 /ours+ Call Center agent will ma.e a
call on the alternati"e number reuesting the customer to dial 1456 from new S&M
for the purpose of tele"erification and final acti"ation of mobile connection.
0. Call Centre Agent confirms the same from the SancharSoft database and certifies
7that number has been tele"erified b' him* her< in the ;S$) database in
SancharSoft+ which gi"es command for acti"ation of reuired ser"ices.
'lossary :
CA! : Customer Acuisition !orm
PO& : Proof of &dentit'
POA : Proof of address
Applicant : prospecti"e Subscriber * Customer
POS : Point of Sales i.e. retailers * CSC
CSC : Customer ser"ice Centre
)SA : )icensed ser"ice area
SSA : Secondar' Switching area
CA)) C@$1?@ number 1456 for tele:"erification of $ew Connection