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BHARAT SANCHAR NIGAM LTD

BHARAT SANCHAR NIGAM LTD. A 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.

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BHARAT SANCHAR NIGAM LTD

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  1. BHARAT SANCHAR NIGAM LTD A 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)

  5. QUALITY OF SERVICE PARAMETERS ( Basic Services)

  6. QUALITY OF SERVICE PARAMETERS ( Basic Services)

  7. QUALITY OF SERVICE PARAMETERS ( Mobile Services)

  8. QUALITY OF SERVICE PARAMETERS ( Mobile Services)

  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 ofState 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

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