BHARAT SANCHAR NIGAM LTD presentation On Consumer Rights as per TRAI Act 1997 by BSNL Maharashtra Telecom Circle

CONSUMER PROTECTION ACT (COPRA) 1986 RIGHTS 1. Safety;  2. Information;  3. Choice;  4. Representation;  5. Redress and  6. Consumer Education

TELECOM REGULATORY AUTHORITY OF INDIA Functions with regard to consumer Protect the interest of consumer Facilitate competition and promote efficiency Monitoring the quality of service Settle dispute between service provider and group of consumers Ensure effective compliance of universal service obligations

QUALITY OF SERVICE PARAMETERS ( Basic Services) Short term before end of 12 months Intermediate term before end of 24 month Long term before end of 48 months Averaged over a period Provision after registration <21 days <15days <7 days One quarter No. of faults/100 subs/month <12 < 7 < 3 Fault repair by next working day > 85% > 87% > 90% One month CCR in local N/W > 55% >60% >65% Metering and billing credibility < 0.2% < 0.15% < 0.1%

QUALITY OF SERVICE PARAMETERS ( Basic Services) Short term before end of 12 months Intermediate term before end of 24 month Long term before end of 48 months Averaged over a period Grade of service Junction between local exchanges 0.002 Same as short term One quarter O/G from TAX to Local Exchange 0.005 I/C local to TAX 0.005 I/C or O/G between TAXs 0.005 % satisfied with provisioning of services >80 >90 >95

QUALITY OF SERVICE PARAMETERS ( Basic Services) Short term before end of 12 months Intermediate term before end of 24 month Long term before end of 48 months Averaged over a period Prompt ness to attend 95% request - Shift - Closure --Additional Facility < 7days < 24 Hrs < 48 Hrs <5 days < 3 days <24 Hrs

QUALITY OF SERVICE PARAMETERS ( Mobile Services) Short term before end of 12 months Intermediate term before end of 24 month Long term before end of 36 months Averaged over a period Faults/ 100 subs/month <3 <2 <1 One quarter Fault cleared Within 24 hours >98% >99% 100% Call success rate( within licensee N/W) Call drop rate <4% <3.5% 3% Billing complaint per 100 bills <0.2% <0.15% <0.1%

QUALITY OF SERVICE PARAMETERS ( Mobile Services) Short term before end of 12 months Intermediate term before end of 24 month Long term before end of 36 months Averaged over a period % satisfied with provisioning >80 >90 >95 Overall customer satisfaction >85

WHY CONSUMER GRIEVANCE ? Lack of awareness about Services Tariffs Procedures Sources of information Discrimination In provisioning of services In tariff structure

WHY CONSUMER GRIEVANCE ? Billing Problems Non/ Late receipt of bills Incorrect bills Slow redressal of billing complaints etc. Quality of Service Speech quality Call drop Coverage Delayed fault clearance etc.

BHARAT SANCHAR NIGAM LTD Mechanism adopted for customer care and redressal of consumer grievances in BSNL

QUALITY OF SERVICE Use of State of the Art technology Adequate and reliable media ( OFC and DMW) SDH rings for major exchanges Pole less network Close monitoring of fault rectification Time bound provisioning IVRS based fault booking

BILLING Fixed schedule of dispatching bills Pre payment reminders Issue of duplicate bills from CSC and online fax Online billing information through internet Billing enquiry service

BILLING Payment at Multiple outlets like CSC, Post office, cash collection centre at every taluka HQ Payment through ECS Voluntary Deposit Scheme Cheque drop boxes Collection Vans

SIMPLIFICATION OF PROCEDURES Simplified application forms Online availability of forms Integration of commercial and billing functions Migration to any plan simplified Easy provision of phone plus facility Single window access ( 1500)

CUSTOMER CARE Wide network of Customer Service Centres for Registration of new services Migration to new plans for various services Tariff information Issue of duplicate bills Payment of bills Sale of ITC, Sancharnet cards, Recharge coupon, webfone cards etc. Major CSCs operational 7 days a week from 08:00 AM to 08:00 PM.

CUSTOMER CARE Telemarts On the spot issue of work orders for provision of NTCs. On the spot handing over of telephone instrument. Option to select the telephone number of his choice. On the spot handing over telephone directory. Information brochures.

CUSTOMER CARE Wide network of Franchisee and Business Associates for sale of Bfone CellOne Excel Sancharnet Tarang Directory of Telephone/ Yellow pages Printed CD ROM

CUSTOMER CARE Access to special services like Police Fire brigade Ambulance Child care Accident and Trauma services Railways enquiry Air line enquiry Trunk information Directory information

TRANSPARENT TARIFFS Simple and easy to understand tariff No hidden charges

NON- DISCRIMINATORY APPROACH Services in all areas Urban areas Rural areas Tribal areas Accessibility to all STD/ Local PCOs at every nook and corner Highway PCOs IN PCOs On demand provision of services in most areas Provision strictly as per waiting list in other areas

REDRESSAL OF GRIEVANCES Public Grievance Cells (SSA/ Circle/ Corporate) Telephone Adalats (SSA and Circle) Open house sessions. Easy access to all officers. Meetings with Members of Parliament. Meeting with consumer forums and Grahak Panchayats

UNIVERSAL SERVICE OBLIGATIONS De facto the only operator providing telecom service in rural areas. Connection in rural areas : 1.2 crore Village Panchayat Telephone : 5.06 lakh Public Call Offices ( PCOs) Local : 7.88 lakh STD/ISD : 8.06 lakh Highway : 0.25 lakh Concessional rates for rural consumers Proposal for Telecom Café in rural areas

BHARAT SANCHAR NIGAM LTD OUR MISSION TO PROVIDE WORLD CLASS TELECOM SERVICES ON DEMAND USING STATE OF ART TECHNOLOGY TO OUR VALUED CUSTOMERS AT AFFORDABLE PRICE.

BHARAT SANCHAR NIGAM LTD ACCORDINGLY WE AT BSNL ARE MAKING ALL EFFORTS TO PROVIDE BEST SERVICES TO OUR CUSTOMERS BUT AT THE SAME TIME WE STRONGLY BELIEVE THAT THERE IS ALWAYS SCOPE FOR IMPROVEMENT AND WE ARE CONTINUOUSLY AT IT.

Thank You