1. Guidelines to VLT Vendors/Manufacturers
a. Regarding Franchisees/ Registered Agencies for installation and maintenance
• Vendors should arrange a minimum of four registered agencies/franchisees at Four zones in
Kerala
o Thiruvananthapuram
o Ernakulam
o Trissur
o Kozhikode
• Vendors should have a supervisory control over franchisee’s operations and should ensure
quality service to customers
• KMVD & C-DAC shall communicate with franchisee through Vendors only
• Franchisees should have the following facilities
o An office in the region
o Trained technicians to fit the VLT device in vehicles
o A minimum of one person with computer & internet knowledge for tagging device
with KMVD application
o A minimum of one computer with internet connectivity & printer for printing the
installation certificate
o A contact telephone number should be given to customer to call for support
• Service Time
If any complaint is raised against the installed VLT device, then the concerned
manufacturer/registered agency/ franchisee should respond within 8 hours
i. for complaint classified as high, resolve within 24 hrs of reporting the complaint.
ii. for complaint classified as medium, resolve within 48 hrs of reporting the complaint.
iii. for complaint classified as low, resolve within 72 hrs of reporting the complaint.
If more time is required, then a standby VLT should be installed temporarily and replaced
once the original VLTs issue gets solved. The complaint and clarifications should be logged
into the KMVD application.
