Dear Customer, 11.05.20

We have now been in lock-down for over 40 days and have entered a new normal. Our 45,000 strong workforce continues to be on the field to serve you and we are grateful that all of them are safe. We are now in the next phase of this journey as the world slowly starts to open up.

Over the last few weeks, we have delivered several initiatives to address your queries/concerns. This includes new capabilities of SIM delivery to your home, doorstep KYC, "Work from Home" solutions, conferencing and security services. Many of you have experienced these. We have also received numerous compliments about our network and how we have stepped up our quality during the COVID crisis. On behalf of the entire team, Thank you.

Yet, we know we are not perfect and given reduced capacities at our call centers, some of you may have faced challenges. So, if there is anything else that we can help you with, please do let us know. We have enabled several channels for you to reach us. Digitally, you can raise your queries/complaints through the Airtel website or the Airtel Thanks App. You can also drop in a request on our IVR by calling 121 from your registered mobile number.

One of the benefits we have been able to pass on to you during this time is a best in class Home experience. We added massive capacity well ahead of the curve to meet your growing demand. We also launched a pioneering technology (Wi-Fi calling) to ensure you get a brilliant calling experience indoors. This technology ensures that weak mobile signals deep inside your home are now a thing of the past since it switches your mobile calling seamlessly over the home broadband network.

Some of you have asked us how best to help your friends and family experience Airtel Services (Mobile, Broadband or TV). We would be delighted to do what it takes to welcome them into the Airtel family. All you need to do is to let us know what they need here.

I also want to reiterate that your safety is our #1 priority. Any Airtel employee that visits you, whether to solve an issue with your existing connection or for a new installation will maintain the highest level of hygiene. In addition, every one of our staff has been trained on ensuring we deliver a "contactless" experience.

As always, if you have any suggestions or comments for us, do share with me by replying to this email.