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Carrier - Frequently Asked Questions

Information for Covid-19

In light of current coronavirus (Covid-19) situation, Carrier India is closely following the advisory issued by the Government of India. We are actively monitoring the developments & taking all the necessary steps to ensure safety and well-being of everyone associated with us.

While all our employees are working remotely from their homes, but given the nature of our business, our customer champions are ensuring to provide utmost possible support to all our customers, especially the ones providing essential services across segments like Healthcare, banks etc.

Our customer service executives are available from 8 AM to 8 PM to assist or arrange for any technical help on our toll free no: 1800 3000 3545 or 1800 1021 421

We have released guidelines for our own Technicians and Channel / Sub contracted technicians to take adequate health and safety measures for themselves as customers will performing the work on sites.

They are all equipped with necessary safety equipment like: N95/equivalent face mask, surgical masks, surgical gloves, safety glasses etc., and are practicing optimum hygiene while visiting any customer site.

At the same we are ensuring that we follow all the advisory issued by the local authorities.

We are in constant touch with our channel partners as well, to ensure the hygiene practices are followed amongst their service technicians as well.

Together we will fight Covid-19

Frequently Asked Questions

How is Carrier India managing the lockdown?

In light of current coronavirus (Covid-19) situation, Carrier India is closely following the advisory issued by the Government of India. We are actively monitoring the developments & taking all the necessary steps to ensure safety and well-being of everyone associated with us.

While all our employees are working remotely from their homes, but given the nature of our business, our customer champions are ensuring to provide utmost possible support to all our customers, especially the ones providing essential services across segments like Healthcare, banks etc.

Is customer / technical support still available?

Our customer service executives are available from 8 AM to 8 PM to assist or arrange for any technical help on our toll free no: 1800 3000 3545 or 1800 1021 421

What are the safety measures that Service technicians are following while visiting Customer’s site?

Before visit:

Our Service technicians are connecting over a call to understand if the problem can be fixed by virtual support, Else, they will seek customer support to understand the coronavirus situation in the customer’s area.

In case the visit is must, they will arrange for all the written / necessary permissions from the customer and Government authorities.

During visit:

Service technicians will wear all the necessary personal protection equipment (PPE) before entering the customer site.

Along with PPE, they are advised to ensure the following:

• Not to touch anything (handle, doorbell, railing) with bare hands • Greet the customer with “Namaste”, instead of hand shake. • Ensure all tools and tackles are disinfected (Dettol Water) to prevent bacteria and virus • Carry Dettol liquid soap solution or alcohol (>60%) based hand sanitizer along with you which should be used as and when required. • Avoid touching face, eyes or nose. • Maintain distance and avoid the risk of face-to-face communication.

After visit:

Before leaving the customer site, our service technicians will ensure the following:

• Clean the Contact Area: To avoid unnecessary contact during the service and clean the equipment's etc. to be touched for trouble shooting.
• Collating The Trash From Working Area: Clearing the site, not leaving trash for customers
• Disposal of PPE: Dispose surgical gloves after every single use. For mask and glasses check the physical condition and decide accordingly.
• Wash Hands immediately or use Hand Sanitizer after leaving job site.

Will the Carrier technician arrange of movement pass?

Basis written application from the customer stating the essential services they provide, Service Technical or Carrier India applies for e-Passfrom local authorities.

Are the service technicians following the same safety measures for all sites?

No, the categorization of site is done basis the severity / sensitivity of site location in 2 different levels.

Level 1:
• For any activity to be carried out in Chiller Plant Room area or units installed on terrace of any Hospital or laboratory, our Services technicians are equipped with N95/equivalent masks, surgical gloves & safety glasses along with Hand Sanitizers and liquid soap to use before & after visiting any site.
• For any activity to be carried out in Patient ward, customer waiting area or Emergency Floor area of any hospital or laboratory, our Services technicians are equipped with N95/equivalent masks, surgical gloves, safety glasses, Tyvek Suits-gown, Face shields/chemical, splash goggles, Nitrile gloves along with Hand Sanitizers and liquid soap to use before & after visiting any site.

Level 2:
• For sites like Hotel, Railway / Metro station, Stadium / convention centers, Commercial / Shopping complex or any other customer site, our service technicians are equipped with Surgical Masks 3 ply, Surgical gloves, safety glasses along with Hand Sanitizers and liquid soap to use before & after visiting any site.

How are you ensuring the availability of spare parts?

For all the essential service providers we are ensuring to take all the necessary permissions or approvals to arrange for the spare parts from the nearest warehouse.

For how long will the service technicians follow these safety measures?

The technicians will continue to follow all the safety measures for as long as it is mandated. Even after that, basis level of hygiene & cleanliness before visiting customer site will always be followed.