CHARTER

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Pacenet Consumers Charter is to educate Customer of his/her rights and obligations of Pacenet towards the Customer under various regulations, the quality of standards prescribed by the Authority and modes of redressal of grievances.

S. No. Particulars Details
1 Consumer Care Number 022 4288 0000
2 General Information Number 022 4288 8888
3 Complaint Centre No 022 4288 0000
4 Appellate Authority No 022 4288 8888 extn.: 113
Procedure and time limit for redressal of complaints and disposal of appeals:
Complaint Redressal Process: Supporting you at Two Levels

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In case you find that our services do not meet your expectations, please feel free to contact us, either at our consumer care number, or at one of our offices.
You could reach our Customer Care team by:
  • Calling us at 022 4288 0000 for queries
  • Visit our website pacenet-india.net

We will log your concern, giving you a Service Request number (complaint registration number), which is a unique identification number for your complaint. We will let you know a timeline by which your concern will be resolved through an SMS. Our team will resolve all your concerns according to the timelines assured.You may also login to our website and go to “Customer Care” Option to lodge all your queries, complaints, requests and feedback related to your Pacenet connection and services.  You may also check the status of your complaints on the same link and notify us your satisfaction or dissatisfaction over resolution. In case the resolution is not as expected then you may share with us the reason for dissatisfaction and our team will re-assess your complaint and provide resolution within 10 working days.

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Should the complaint center be unable to resolve your grievance to your satisfaction, you could approach the next level, the Appellate Authority. Customer needs to file the appeal as per the Form.  Duly filled appeal form can be faxed, couriered or a scanned copy can be emailed to Appellate Authority. Subscribers can also file an appeal in person at the mentioned address with duly filled appeal form.  Appellate Authority will revert to you with resolution within 30 working days.

Please note:
  • The working hours for Appellate Authority are between 9:30 am to 6:00 pm from Monday to Friday.
  • The Appellate Authority will provide you with a Unique Reference number within 3 days of filing the Appeal.
  • The Appellate Authority shall decide every appeal within 30 working days from the date of filing the appeal.

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Please check the Customer Order Form for complete Terms & Conditions.