Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) Disconnection of call due to low or no balance (pre-paid customers) Disconnection of service due to low or no balance (post-paid customers) Number of complaints per day related to: wrong Cleared balance, wrong IVR messages, Failed attempts to determine the account balance, Failure to provide agreed content; ≤ 10 Failed attempts to load recharge payment/voucher; ≤ 3hrs for network related faults; ≤ 30 minutes for software related faults. Charging of calls/SMS beyond the actual call durations; ≤ 24hrs (with overcharge refunded) Charging of uncompleted/ unsuccessful calls/SMS; ≤ 1 hour (with refund) Charging of calls or SMS at incorrect Rates or more than once; ≤ 1 hour (overcharge refunded) Charging rendered; ≤ 24 hrs (with refund) for services not Failed attempts to check or determine the account balance; ≤ 30 minutes Losing credited amount from a customer’s account; ≤ 1 hour (with credit amount restored) Number of complaints per day related to: wrongly cleared balance, wrong IVR messages, failed attempts to determine the account balance, and failure to provide agreed content; ≤ 10 complaints Number of complaints per month related to incorrect setting by local operator leading to inhibition of two-way communication while roaming internationally. Alert tone sent for low balance before call disconnection ≤ 10 complaints Time to continue with service after reaching 100% of credit limit. ≥ 7 days [as per to SLA] 15 75% of credit limit