1.
Welcome to the CS Compliance & Escalation New Activation Process Module-2017

2. Roles & Responsibilities (KPI Sheet) -I
Activation Officer(Circle Team)
To validate that CEF and all documents are completed as per DOT guidelines before activation-(refer CEF Check sheet)
To validated that the subscriber details have been correctly uploaded in the subscriber database of the licensee.
To validate that de-dupe has been performed to ensure no individual is getting bulk connections and physical verification is done in case of bulk connections to corporate
In case of outstation subscribers, the local reference has been telephonically verified and name of referee is captured on CEF.
Activation Officer ( On roll Employee) to endorse on CEF by putting his signature, name, designation and date only when above requirements are COMPLETE and ACCEPTABLE

3. Roles & Responsibilities (KPI Sheet) – I contd…
Verification Officer(Centralized Verification Centre)
In case of Outstation customer Outbound team to call the local referee and update status in the 222 URL.
Upon receiving the call from the subscriber for tele-verification, the agent will tele-verify following fields from subscriber database:
i. Name
ii. Father’s/ Husband’s Name
iii. Address
Even in case the above details are confirmed by subscriber applicant’s family member, the same will be treated as positive verification and information of name and relation of said family member shall be captured in the system.
In case of positive verification, the service activation of SIM will happen.
In case of negative verification, the customer will be asked to call again (Max 3 times) post that SIM will be permanently disconnected / churned

4. Roles & Responsibilities (KPI Sheet) – I contd…
Authorized Representative(Distributor End)
The authorized representative arranges to deliver the COMPLETE and ACCEPTABLE documents (Application forms along with the supporting documents) to the company.
To ensure that the requirement of filling up of the Application form and copies of documentary proof are as per the guidelines.
To ensure that the details in Application form matches with POI, POA or any other supporting documents to validate that the POS has recorded his/her certification
If the documents are COMPLETE and ACCEPTABLE vis-à-vis the requirements laid down in, the authorized representative is to confirm the same by putting his signature, name, date and stamp on the Application form in the specified space/column provided.
If documents are INCOMPLETE or there are any deviations vis-à-vis the requirements laid down in the Application form along with all the supportive documents submitted by the POS to be rejected with reasons thereof and returned to the POS for correction.

5. Roles & Responsibilities (KPI Sheet) -II
Point of Sale(POS)
To see the Customer (no SIM card to the bearer).
The CAF is duly filled and signed by the applicant with date in presence of POS.(in case of illiterate person POS can fill the CEF and thumb impression of the subscriber can be taken).
All mandatory Filed in CEF are filled.
Passport size photo is pasted on CEF and signed across by subscriber.
To take self-attested copies of POI & POA and match the same with their respective originals.
To provide counterfoil receipt to the subscriber having details duly filled in and signed with stamp.
To match the photograph attached to the CEF with the subscriber in person.
To put his signature along with full name and stamp(containing address )on the CAF and all attached documents.
To take name, address and contact phone number of local reference on the CAF.
To telephonically verify the local reference before issue of SIM Card.
To make an entry in the CAF along with the name and number of local reference contacted.
To obtain copy of passport with valid visa stamp as POI.
To take address of local reference, which may also be of tour operator, shall be taken. In case of no local reference, the address of stay (hotel, etc.) is to be indicated.

6. Roles & Responsibilities (KPI Sheet) -II
To inform the subscriber that :
a. For Foreigner: The validity of connection will not be more than the validity of Visa. b. For Foreign Tourist: The validity of connection will not be more than visa validity or 3 months which is earlier. c. For Person deployed at ships: The validity of Visa will not be more than the date they have the permit to stay at the port.
To inform the subscriber that bulk connection(10 or more than 10) cannot be given to individual
To take declaration of existing connection held in his name with other operators (operator wise) in the chef
Change in name of subscriber is not permitted as the SIM card in the User terminal is non-transferable.
Change in the name between blood relatives /legal heirs is permitted provided new CAF and all the procedure for registering a new subscriber is followed and new SIM card is issued. In case of change in name, change of address is not permitted. Further, No Objection Certificate (NOC) from the Original User shall also be taken. In case of death of original user, death certificate will
suffice instead of NOC.
Subscriber shall be informed that service provider is to be intimated in case of change of address within one week of such change
along with new POA. If it is found that subscriber address is not correct in the database, the connection shall be disconnected.
In case you find that the subscriber submits a forged document and/or originals are also forged, do bring it to the notice of the
Licensee immediately and file a police complaint against such subscriber within 15 days of bringing it to the notice of the Licensee.

7. List of approved POI/POA
Passport
Arms License
Driving License
Driving License (except Mumbai)
Election Commission ID Card
Ration Card with photo, for the person whose photo is affixed (except Mumbai & Maharashtra)
Ration Card with address (except Mumbai & Maharashtra);
CGHS / ECHS Card
Certificate of Address having Photo issued by MP / MLA / Group A Gazetted Officer in letter head
Certificate of Address having Photo issued by (a) MP / MLA / Group A Gazetted Officer in letter head
Certificate of Address with Photo from Govt recognized educational institutions (for students only)
Certificate of Photo Identity issued by Village Panchayat Head or its equivalent authority (for rural areas)
Certificate of Address issued by Village Panchayat Head or its equivalent authority (for rural areas)
Income Tax PAN Card
Water Bill (not older than last 3 months)
Photo Credit Card
Telephone Bill of fixed line (not older than last 03 months)
Address Card with Photo issued by Deptt. Of Posts, Government of India
Electricity Bill (not older than last 03 months)
Smart Card issued by CSD, Defence/ Paramilitary forces
Income Tax Assessment Order
Current Passbook of Post Office or any Scheduled Bank, having Photo
Vehicle Registration Certificate
Photo ID Card of Central / State Govt & PSUs
Registered Sale / Lease Agreement
Photo ID Card issued by Govt recognized educational institutions (for students only)
Address Card with Photo issued by Deptt. Of Posts, Govt of India
Caste & Domicile Certificate with Photo issued by State Govt like Assam and other states
Current Passbook of Post Office or any Scheduled Bank;
Pensioner Card having photo
Photo ID Card having address (of Central / PSUs or State Govt / PSUs Only)
Freedom Fighter Card having photo
Credit Card Statement (not older than last 03 months)
Kisan Passbook having photo
Caste & Domicile Certificate with Address & Photo issued by State Govt;
Pensioner Card with address
Freedom Fighter Card with address
Kisan Passbook with address
AADHAR/ Unique Identity Number

8. SUBSCRIBER AQUISITION & VERIFICATION CHECKSHEET (For Point of Sales, CEF Management Agency & Activation Officer)
S. No
KEY RESPONSIBILITY
CHECK POINTS 1
CEF SET
1.All Mandatory fields(red marked) are filled by the customer in the CEF.(in ace of illiterate person thumb impression )
2.No Fluid and/or cutting and/or overwriting on CEF, supporting documents etc.
3. Below details Matches between CEF, POI, POA and other relevant document a. Name b. Parentage c. Address d. Date Of Birth e. Nationality 2
PHOTOGRAPH
1.No scanned photograph. Only Recent colour photo on Photographic paper shall be acceptable.
2.Cross signed by Customer and not defaced while signing
3.Should match with POI & applicant present in person. 3
Copies of POI, POA & OTHER DOCUMENTARY PROOF
1.Self attested copy of Valid POI & POA as per the approved list of documents (Refer POI/POA List)
2.Should not be tempered & copy of POI/POA should carry clear signature of Applicant
3.Should be valid (not expired)and clear/legible copy 4
CUSTOMER SIGNATURE
1.Cross Signature on Photo
2.On CEF under Customer Declaration Section
3.Copy of POI and POA and all other documentary Proofs
4.Signature on POI and CEF must match 5
FOREIGN NATIONAL
1.Foreign National: Nationality & Passport No. Correctly mentioned
2.Foreign National: Passport Validity to be verified 6
OUTSTATION CUSTOMER
3.POS and Authorized Representative to do mandatory telecalling on local Referee number and enter details on CEF as per sub point 4 given below.
4.Following are correctly mentioned on CEF w.r.t Outstation Customer a. Local referee Name b. Contact Number c. Address of Referee d. Calling Party Number (from which tc done) 7
ISSUANCE OF SIM
1.SIM should be issued to applicant only and not to any bearer *
2.Original Documentary Proof to be checked matched with photocopy before issuing a SIM *
3. DOCUMENTS TO BE TAKEN BEFORE issuance of SIM- DULY FILLED CEF, POI & POA, PHOTO and any other supporting documents.
4. Telecalling to be done before issuance of SIM (refer clause no 5 -(3&4). 8
POS & Authorized Representative CERTIFICATION (SIGNATURE ALONG WITH STAMP & DATE)
1.Signature, Stamp (with address)& Date on CEF & all documentray proofs both by POS & Authorised Representative, under POS and Authorized representative declaration.
2.POI and POA and all Other Documentary Proofs 9
VALIDATION BEFORE ACTIVATION BY ACTIVATION OFFICER (after above points are completed)
1.CEF and all documents are completed as per DoT guidelines before activation
2.The subscriber details have been correctly uploaded in the subscriber database of the licensee.
3.Data de-dupe has been performed to ensure no individual is getting bulk connections
4.In respect of outstation subscribers, the local reference has been telephonically verified and name of reffere is captured on CEF
* To be Checked and Verified by Point of Sales only before issuance of SIM

9. New Prepaid Activation Process Module

10. Verification Process Module

11. Process Links Activation Process Related Links
Common Manual on Subs Verification for Post & Pre Paid
Instructions on Verification of new mobile subscribers ( ) by DOT
New revised CEF(Front Page with T&C)
AMT Module and Process Flow
POS Stamp Format
Activation Process(111/222 change)
Verification Process Related Links
Verification Process
IVR Scripts
IVR Flow

12. Thank You