Southern Online Bio Technologies Ltd. was formed on 9th
Nov, 1998.
SERVICES
WE PROVIDE
Southern Online is a Class-B licensee which can offer Internet
Services in Andhra Pradesh Telecom Circle.
Its presence is in more than 21 locations in Telangana & Andhra
Pradesh States.
·
Internet Services
·
i.
Internet Leased Line
ii.
Internet Broadband
The quality of service
benchmarks
Southern Online is committed to provide best service to its
customers and comply with the quality benchmarks as prescribed by TRAI or set
forth by itself from time to time.
(A) Quality of service benchmarks as admissible to consumers for
Internet services.
The following benchmarks are prescribed
|
S. No. (1) |
Service
Parameter
(2) |
Time Limit for service
request or Redressal of complaint
(3) |
|
(i) |
Provision of Internet Service |
All cases within five days (subject to technical feasibility) |
|
(ii) |
Fault Repair |
All the cases within three days for urban areas and all the
cases within five days for rural/ hilly areas (subject to technical
feasibility) |
|
(iii) |
Shift of Connection |
Within three days |
|
(iv) |
Closures |
Within 7 days. |
|
(v) |
Percentage of Billing Complaints resolved within four weeks |
100% |
|
(vi) |
Time taken for refund of deposits if any after closure |
Within sixty days after closure. |
(B) The bench marks as admissible to consumers for broadband service is as
below.
|
S No. |
Service Parameter |
Time Limit for service
request or redressal of complaint |
|
(i) |
Service Provisioning |
All cases within fifteen days (subject to technical
feasibility). |
|
(ii) |
Fault Repair / Restoration Time |
Within three days |
|
(iii) |
Billing Performance (a) Percentage of Billing Complaints
resolved. (b) Time taken for refund of deposits after closure |
(a) All billing complaints to be resolved within four weeks. |
D. Capability Developed
and Being Performed to Meet the Benchmarks.
1. Southern
Online strives to provide uninterrupted internet services to the valuable
customers. We do have an extensive grass root level Fault Restoration System
(FRS) to book the complaints and ensure prompt rectification of any fault.
Consumer has only to call Local Number 040-44341900 for booking and “no delay”
restoration of fault.
2. Consumers
can use following toll free “consumer care numbers” for booking their
complaints at our Complaint Centers (Call Centers) 1800-102-2349
3. Consumers
can call 040-44341999 for providing general information to the consumers.
Consequent upon the replacement of Telecom Consumers Protection
and Redressal of Grievance Regulations, 2007 by TRAI’s new Regulations called
the Telecom Consumers Complaint Redressal Regulations, 2012; Southern Online
has now replaced three tier Complaint Redressal
Mechanism by two tier system by doing away with Nodal Officer. Under these
Regulations, every complaint at Complaint Centre (Call Centre) shall be
registered by giving Unique Docket Number, which will remain in the system for
at least three months.
Every Complaint Centre (Call Centre) shall -
a) At the time of registering of complaint,
1. Communicate,
through SMS, to the consumer the docket number, date and time of registration
of the complaint and the time within which the complaint is likely to be
resolved; and
2. Update
the system with date and time of registration of the complaint, docket number,
the telephone number of the consumer and the time indicated to the consumer for
resolution of the complaint;
b) On completion of action on a complaint,
1. Communicate
to the consumer, through SMS, of Redressal of the complaint along with action
taken on the complaint; and
2. Update
the system with details of action taken.
If the consumer is not satisfied with the Redressal of his complaint by the
Complaint Centre or, if his complaint remains unaddressed or no intimation of Redressal
of his complaint is received within the period specified, such consumer may
prefer an appeal to the Appellate Authority through e-mail or FAX or post on in
person within a period of 30 days after expiry of time limit specified for Redressal
of grievance.
Appellate Authority may entertain an appeal even after expiry of said period of
30 days but before three months after expiry of time limit specified for Redressal
of grievance.
Two member Advisory Committee comprised of one member from Consumer Organization
registered with the Authority
Shri R. Prabhakar Rao (President)
.
Society for Health and Agricultural
in Rural Environment (SHARE),
D.No.7-11-208/1, Pragathi Nagar, Kothagudem-507101, Badradri Kothagudem District, Teleangana
Email: Share108@gmail.com - Mobile: 09491357917, 09989747370
And other member from Southern
Online
Mr. B. N. Swamy,
GM ISP Division,
Flat# A3, 3rd Floor,
Samrat Complex Office Block,
Saifabad, Hyderabad,
Telangana,
India – Pincode 500004.
Tel: +914023241999
Fax: +914023241444
Email: ac.trai@sol.net.in
Has been set up in Andhra Pradesh Service Area to offer an
advice on all such appeals preferred to the Appellate Authority
E. Contact Detail of
Appellate Authority.
Name and designation of the Appellate Authority along with his contact
telephone number, FAX number, e-mail id and office addresses is displayed in
his office, Complaint Centre (Call Centre) and Customer Service Centre (CSC)
and can also be seen on Southern Online website.
Details of Public Grievance Appellate Authority
K V Butchi Babu,
Deputy General Manager
Flat# A3, 3rd Floor,
Samrat Complex Office Block,
Saifabad, Hyderabad,
Telangana, India, Pincode 500004.
Tel: +914023241999
Fax: +914023241444
Email: pgaa.trai@sol.net.in
In addition to the above, changes in Appellate Authority is also
published in two leading newspapers, one in Hindi or English and other in the
local language of service area within 7 days of appointment of Appellate Authority
beside update the Southern Online website.
F. How we Monitor and
Evaluate
1. Southern
Online has established “Web based Complaint Monitoring System” to enable the
consumers to monitor the status of their complaints in their respective Service
Areas. Details about address & process for booking and monitoring the
complaints on “Web Based Monitoring System” has been published in a leading
newspaper in Hindi or English and in a Leading newspaper in Local language of
service area at the time of establishment of “Web Based Monitoring System” and
also through bills issued by Southern Online.
2. Southern
Online also continues to make available such information in the bills and also
publishes once in six months in the newspapers in the manner prescribed as (a)
above.
3. Any
change in the address, of the “Web Based Complaint Monitoring System” shall
also be intimated to the consumers in the same manner as (a) above.
** The details about address & process for booking & monitoring the
complaints on “Web Based Monitoring System.
Step-1. Open Southern Online website i.e. www.southernonline.net
Step-2. Click on Customer Care. The following format
will appear on the screen.
|
New Service Request |
Complaint Booking |
Status |
Status of Appeal |
|
Register for New Services |
For Booking Dockets |
For Tracking Service Requests/ Complaint Bookings |
For Tracking APPEAL Docket Status |
|
Leasedline/Broadband |
Leasedline/Broadband |
Leasedline/Broadband |
Appeal Status Only |
Step-3. Choose
& Click on Leasedline/Broadband for New Service
Request, Complaint Booking & for Tracking Status of Service Request
/Complaint booking/ Appeals.
Step-4. Select
the Area and use on line services without registration or with registration.
G. Suggestions and
Continuous Improvement in the system
Consumers can give their feedback and suggestions for further
improvement in the services to Manager (ISP) on his email id manager-service@sol.net.in.
Southern Online strives to evaluate feedback received from the consumers either
in form of grievances or suggestions and makes necessary improvement in the
system to maintain the standards of the services. TRAI also issues guidelines
to improve the system. Valuable suggestions given by the consumers are duly
considered while reviewing “Telecom Consumers Charter of Southern Online”.
H. WHAT ARE YOUR RIGHTS
·
Right to select operator of your choice.
·
Right to get information regarding tariff before provision of
service and every time the tariff is changed, especially adversely affecting
the consumer.
·
Right to be informed about charges, validity period and the
procedure to unsubscribe before activation of any service, which is chargeable.
·
Right for stoppage of all commercial calls/SMS fully or
partially.
·
Right to get the rebate of rental in case of continuous disruption
of service for more than 3 days.
·
To seek legal remedy in case the grievances of the consumer is
not settled.
·
To get refund of security deposit if any within 60 days of
request of termination of service subject to adjustment of pending dues, if any.
·
Right of consumers for termination or disconnection of service:
The consumer can get the service offered by Southern Online terminated or
disconnected any point of time by applying to the local Southern Online office.
The consumer is, however obliged to make payment of all the bills in respect of
services availed by him.
·
Any consumer may, at any time,
·
1. during
pendency of Redressal of his grievance, whether by filing of complaint or
appeal, under these regulations; or
2. before
or after filing of complaint or appeal, under these regulations,
Exercise his right conferred upon him under the Consumer
Protection Act, 1986(68 of 1986) or any other law for the time being in force
and seek Redressal of his grievance under that Act or law.
I. WHAT WE REQUIRE
Our telecom services are offered subject to the following
general terms and conditions:
1. The
services are for bonafide use of the customer/his family/organization.
2. Any person,
including foreign national with valid passport, who is major(
In case of minor , through guardian) can apply for an internet service.
3. The
subscriber shall not allow use of the internet service offered to him for any
unlawful activity.
4. The
provision of service is subject to the directions issued by Government Of India or any Statutory authority from time to time.
5. The
internet services are meant for specified location and the subscriber is not
authorized to shift the same without permission of Southern Online.
6. The
services are offered subject to regular payment of bills by the subscriber
failing which Southern Online may suspend temporarily or disconnect or withdraw
the service at its sole discretion.
7. While Southern
Online shall endeavor to ensure un-interrupted service of reasonable quality,
it cannot be held responsible for any deficiency or interruption in service due
to reasons beyond its control.
8. Southern
Online at its sole discretion may revise the tariff rate subject to TRAI regulations.
9. The
services can be suspended without prior notice by Southern Online in the
interest of public safety or maintenance of law and order or other such
exigencies.
Note: In addition to above, terms and conditions specific to any service
or service area including Tariff are available along with the Application Forms
or can be had from local Southern Online offices or downloaded from our website
portal.southernonline.net
J. Information about
Customer Service Centre.
More than 15 Customer Service Centers are operational in urban and rural areas
in Telangana & Andhra Pradesh.
Registered And Corporate Office:
A3, 3rd Floor, Samrat Complex Office Block, Saifabad,
Hyderabad-500 004, Telangana, India.
Phone: +91 40 2324
1999, Fax: +91 40 2324 1444, E-Mail: info@sol.net.in
ISP Division: Flat# A3, 3rd Floor, Samrat Complex Office Block,
Saifabad, Hyderabad, Andhra Pradesh, India. Pincode: 500004.