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

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

3. 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

4. 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%

5. 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

6. 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

7. 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%

8. 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

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

10. 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.

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

12. 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

13. 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

14. 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

15. 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)

16. 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.

17. 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.

18. 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

19. 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

20. TRANSPARENT TARIFFS Simple and easy to understand tariff
No hidden charges

21. 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

22. 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

23. 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

24. 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.

25. 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.

26. Thank You