TashiCell Postpaid & Internet Lease Line Subscriber Credit Control Policy

Introduction:

This document contains the credit control policy that will be used to manage postpaid and Internet Lease line billing and life cycle.

Services:

Postpaid type: Postpaid (Voice & Data), 5G Broadband, 5G ILL and 4G ILL.

Internet Lease Line type: GPON, Proxim CPE, Huawei RTN510, Proxim QB, Airmux, Transit (SFP Based) and High-Capacity Microwave radio.

Billing and Payment Terms:

All Postpaid and Internet lease line customers will be billed upon completion of the billing month. The bills will include actual usages for the month, monthly subscription, and rentals if applicable. The bill shall be dispatch via registered SMS, email, and manual invoices (if subscribed).

Bill cycle and Levying of Penalties:

After the bill is dispatched, subscribers are given until the second last day of the month of that billing cycle to clear the bills. For example, the bill for the month of August will be generated in September and the bill due date will be Sep 29, 2022 since 29th is the second last day of the month.

The ‘due date’ will be stated in all the invoices as well as in all the notification channels. If the invoice is not paid within the given due date, a penalty of 2% per month on the outstanding amount shall be levied. The penalty and the outstanding bill amount will be reflected in the subsequent bills sent to the subscribers.

After the due date ends, i.e., on the last day of the month, the suspension and deactivation tasks shall take place depending on the customer life cycle.

TICL will send SMS/email notification periodically on outstanding due, suspension to the contact numbers/email ID provided by customers during registration.

Service Suspension and Deactivation Policy

The Credit Management shall be as follows:

  1. Along with the first bill, the customer shall be informed by SMS/email about the bill, amount due and the payment due date. The bill will also carry penalty information for late payments, if any. The due date shall be the second last day of the month following dispatch of the bill.
    The SMS/email content is as follows:
    1. For postpaid subscribers
      2. “Your postpaid bill for <mobile number> for <current month & year> is Nu xx.xx. The total payable amount is Nu xx,xx due on <dd/mm/yyyy> <HH:MM>.”
    2. For ILL/ WTTx/ FTTx
      3. “Your Internet leased line bill for <service number> for <current month & year> is Nu xx.xx. The total payable amount is Nu. xx.xx due on <dd/mm/yyyy> <HH:MM>.”

  2. Seven days prior to due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 1st Reminder: “Your postpaid bill for <mobile number> is due on <dd/mm/yyyy> <HH:MM>. You have an outstanding amount of Nu xx.xx. Please pay before due date to avoid suspension and penalty.”
    2. For ILL/WTTx/FTTx
      3. 1st Reminder: “Your Internet leased line bill for <service number> is due on <dd/mm/yyyy> <HH:MM>. You have an outstanding amount of Nu xx.xx. Please pay before due date to avoid suspension of internet services and penalty.”

  3. One day prior to due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 2nd reminder: “Your postpaid bill for <mobile number> is due on <dd/mm/yyyy> <HH:MM>. You have an outstanding amount of Nu xx.xx. Please pay before due date to avoid suspension and penalty.”
    2. For ILL/WTTx/FTTx
      3. 2nd reminder: “Your Internet leased line bill for <service number> is due on <dd/mm/yyyy> <HH:MM>. You have an outstanding amount of Nu xx.xx. Please pay before due date to avoid suspension of internet services and penalty.”

  4. Following the last reminder, the customer shall be given until the last due date of that month to clear due.

  5. If the customer does not clear up the due by the first due date, all services shall be suspended for both Internet Lease Line (no service) and post-paid (no outgoing as well as incoming calls, no mobile data and only incoming SMS service shall be active) customers. The suspension task will start on last day of the month of that billing cycle after the due date period ends. Customer shall be reminded via SMS/email for suspending their services. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. “You have not paid the postpaid bill of < mobile number> for <month and year>. All services are suspended. Please pay your bills to resume services and avoid additional penalty”
    2. For ILL/ WTTx/ FTTx:
      3. “You have not paid the Internet Lease Line bill of < Service number> for <month and year>. All services are suspended. Please pay your bills to resume services and avoid additional penalty.”

  6. After this notification we can send only SMS notification to post-paid customer’s number and there will be no outgoing and incoming services for this customer. For internet lease line customers there will be no internet services. If the customer has provided email ID, then the notification shall be sent to registered email ID.

  7. The customer will get the second bill along with penalty amount for the first bill, the outstanding due, and the amount due for the present bill. SMS/email shall be sent to notify the customer about the second bill and the amount due with the due date details. The SMS/email content is as follows:
    1. For postpaid subscribers
      2. “Your postpaid bill for <mobile number> for <month & year> is Nu xx.xx. You still have outstanding due for <previous month & year) of Nu. xx.xx. Total payable amount is Nu xx.xx due on <dd/mm/yyyy> <HH:MM>.”
    2. For ILL/ WTTx/ FTTx
      3. “Your Internet leased line bill for <service number> for <month & year> is Nu xx.xx. You still have outstanding due for <previous month & year> of Nu. xx.xx. Total payable amount is Nu xx.xx due on <dd/mm/yyyy> <HH:MM>.”

  8. Seven days prior to second due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 3rdt Reminder: “Your number <mobile number> has two pending bills of Nu xx.xx due on <dd/mm/YY> <HH:MM>. Please pay before due date to activate your service and avoid additional penalty. If you wish to surrender the service, please visit to nearest customer care center”
    2. For ILL/ WTTx/ FTTx
      3. 3rd Reminder: “Your Internet leased line number <service number> has two pending bills of Nu xx.xx due on <dd/mm/YY> <HH:MM>. Please pay before due date to resume the internet services and avoid additional penalty. If you wish to surrender the service, please visit to nearest customer care center”

  9. One day prior to due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 4th Reminder: “Your number <mobile number> has two pending bills of Nu xx.xx due on <dd/mm/YY> <HH:MM>. Please pay before due date to activate your service and avoid additional penalty. If you wish to surrender the service, please visit to nearest customer care center.”
    2. For ILL/ WTTx/ FTTx:
      3. 4th Reminder: “Your Internet leased line number <service number> has two pending bills of Nu xx.xx due on <dd/mm/YY> <HH:MM>. Please pay before due date to resume the internet services and avoid additional penalty. If you wish to surrender the service, please visit to nearest customer care center”

  10. The customer will get the third bill notification along with the penalty and outstanding dues of first two months and shall be informed about the amount due and due date. This bill will not have any usage because all the services are suspended and rental or subscription shall not be charged for post-paid and ILL services. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 5th Reminder: “Your postpaid bill for <mobile number> has outstanding due of Nu. xx.xx. Due date is <dd/mm/yyyy> <HH:MM> . Please pay before due date to activate your service and avoid additional penalty. If you wish to surrender the service, please visit to nearest customer care center ”
    2. For ILL/ WTTx/ FTTx
      3. 5th Reminder: “Your Internet Leased line bill for <service number> has Outstanding due of Nu xx,xx. Due date is <dd/mm/yyyy> <HH:MM> Please pay before due date to resume the internet services and avoid additional penalty. If you wish to surrender the service, please visit to nearest customer care center.”

  11. Seven days prior to third due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. SMS/email content is as follows:
    1. For postpaid subscribers:
      2. em> 6th Reminder: “Your number <mobile number> has two pending bills of Nu xx.xx. All services are suspended. Please pay before due date to avoid additional penalty & deactivation. If you wish to surrender the service, please visit to nearest customer care center ”
    2. For ILL/ WTTx/ FTTx
      3. 6th Reminder: “Your Internet Leased line number <service number> has two pending bills of Nu xx.xx. All internet services are suspended. Please pay before due date to avoid additional penalty & deactivation. If you wish to surrender the service, please visit to nearest customer care center .”

  12. One day prior to due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 7th Reminder: “Your number <mobile number> has two pending bills of Nu xx.xx. All services are suspended. Please pay before due date to avoid additional penalty & deactivation. If you wish to surrender the service, please visit to nearest customer care center ”
    2. For ILL/ WTTx/ FTTx
      3. 7th Reminder: “Your Internet Leased line number <service number> has two pending bills of Nu xx.xx. All internet services are suspended. Please pay before due date to avoid additional penalty & deactivation. If you wish to surrender the service, please visit to nearest customer care center .”

  13. The customer will get the fourth bill notification with the penalty and outstanding dues of the first two months and shall be informed about the amount due and due date. This bill will also not have any usage because all the services are suspended and rental or subscription shall not be charged for post-paid and ILL services. The SMS/email content is as follows:
    1. For postpaid subscribers:
      2. em>8th Reminder: “Your postpaid bill for <mobile number> has outstanding due of Nu. xx.xx. Due date is <dd/mm/yyyy> <HH:MM>. Please pay before due date to avoid deactivation. If you wish to surrender the service, please visit to nearest customer care center”
    2. For ILL/ WTTx/ FTTx
      3. 8th Reminder: “Your Internet Leased line bill for <service number> has Outstanding due of Nu xx,xx. Due date is <dd/mm/yyyy> <HH:MM>. Please pay before due date to avoid deactivation. If you wish to surrender the service, please visit to nearest customer care center”

  14. Seven days prior to forth due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. SMS/email content is as follows:
    1. For postpaid subscribers:
      2. 9th Reminder: “Your number <mobile number> has two pending bills of Nu xx.xx. All services are suspended. Please pay before due date to avoid deactivation. If you wish to surrender the service, please visit to nearest customer care center ”
    2. For ILL/ WTTx/ FTTx
      3. 9th Reminder: “Your Internet Leased line number <service number> has two pending bills of Nu xx.xx. All internet services are suspended. Please pay before due date to avoid deactivation. If you wish to surrender the service, please visit to nearest customer care center”

  15. One day prior to due date, all customers, except “Non-Dunning Group”, who has not paid their bills shall be reminded via SMS/email. SMS/email content is as follows:
    1. For postpaid subscribers:
      2. Final Reminder: “Your number <mobile number> has two pending bills of Nu xx.xx. All services are suspended. Please pay before due date to avoid deactivation. If you wish to surrender the service, please visit to nearest customer care center ”
    2. For ILL/ WTTx/ FTTx
      3. Final Reminder: “Your Internet Leased line number <service number> has two pending bills of Nu xx.xx. All internet services are suspended. Please pay before due date to avoid deactivation. If you wish to surrender the service, please visit to nearest customer care center”

  16. If by the end of the billing cycle’s month, the dues are not cleared, the services are terminated with effect from the last day of that billing cycle month and the case is compiled for recovery by other means. The post-paid customer will receive the email notification whereas for ILL customer shall be reminded by SMS/email.
    1. For postpaid subscribers:
      2. “You have not paid the postpaid bill of < mobile number> for two months. Your service is deactivated. Please clear all your dues”
    2. For ILL/WTTx/FTTx:
      3. “You have not paid the Internet leased line bill amount of Nu xx.xx for two months. Your internet services are deactivated. Please clear all your dues”

  17. The post-paid and Internet lease line customer is not liable for monthly rentals during the suspension period until the services are terminated from the system.

  18. A customer who has defaulted and has his/her services suspended shall clear at least one month bill to have the services restored.

  19. In case of customer requesting for suspension of the service then they will be allowed to suspend up to one month only and if it is not resumed on the resumption date then this credit policy shall be applicable where the service will be deactivated after 2-month suspension period.

  20. If customer gets ‘Deactivated’ with outstanding dues, 2% penalty and rental should not be calculated after deactivation.

  21. “Surrender” means when the post-paid or Internet lease line customers are handing over the right of its use to the authority and no longer going to use the service

  22. Please note on the following subscriber status:
    1. Suspend
      2. If Postpaid & Internet Lease line subscriber pays one invoice, his/her all services will be resumed and status will become “Active”.
    2. Deactivated
      3. Services cannot be resumed automatically even after full payment. Therefore, if customers want to reactivate/ reuse the services, the customer has to follow the postpaid or ILL reactivation flow.