New Procedure for VCC Card replacement

1.Subscribers will book the complaint at IN Helpdesk i.e, 1800111111 and will be issued a complaint number. At the same time, he will also intimate to the helpdesk his name, contact number and the name of the Sanchar Haat /CSC from where he has purchased the card and the one at which he requires the replacement.

2.All the complaints will be recorded in a duplicating book. The received complaints will be faxed e-mailed to SDE (VCC) daily. The complaints in original will also be sent to SDE (VCC) on fortnightly basis.

3.After the fax e-mail from helpdesk is received the subscriber will be given a call from IN, BCP for confirmation of complaint.

4.After the verification, the card will be deleted from the system. SDE (VCC) will get the billing done for the card next day and on the basis of billing records, will give his recommendation for replacement .The replacement is to be recommended only in following cases:
i)When the card number is not clearly visible.
ii)When a card is printed with an expiry period less than the one specified for it.
iii)When the card is an invalid card.
iv)When the card replacement is required because of some technical reasons like overcharging etc.
However ,no card is to be replaced if less than 15 days are left for expiry date in case of Rs.100/-,Rs.200/- and Rs.300/- and if less than one month is left  in case of Rs.500/- and higher denominations.

5.The recommendation for replacement will be sent through a fax to the concerned SDE (Sanchar Haat/CSC) by SDE (VCC) asking him to replace the card against the original card and an application from the subscriber. Moreover in the same fax SDE (VCC) will briefly mention the complaint so that SDE (Sanchar Haat/CSC) may do the necessary verification at the time of replacement.

6.At the same time SDE (VCC) will give a call to the subscriber asking him to go to the Sanchar Haat /CSC along with the card and an application about the problem addressed to SDE (Sanchar Haat/CSC) for card replacement.

7.SDE (Sanchar Haat/CSC) will then replace the card against the original card and the application from subscriber after verifying the complaint (on the basis of step 5 above).

8.In case of some technical problem like overcharging etc (Step 4 -iv above) certain refund may also be required to be made to the subscriber .In such cases, the subscriber may be asked to deposit the necessary consumed amount at Sanchar Haat/CSC and fresh card(s) may be issued to the subscriber.

9.The replaced cards will be sent back to AO (VCC) by AO (Cash) area on monthly basis.

10.Moreover SDE (VCC) and AO (VCC) will maintain necessary records about the replaced cards for the purpose of reconciliation.