Citizens Charter of BSNL

ABOUT US

Bharat Sanchar Nigam Ltd. formed in October, 2000 having Pan India presence is one of the largest Telecommunications Company. BSNL has largest installed Quality Telecom Network in the country with focus on improving it, expanding the network and introducing new telecom services. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has an in house world class ISO 9000 certified Telecom Training Institute. B a) VISION: Be the leading telecom service provider in India with global presence

b) Create a customer focused organization with excellence in sales, marketing and customer care c) Leverage technology to provide affordable and innovative products/services across customer segments including end to end converged services C MISSION:

a)

Be the leading telecom service provider in India with global presence

b)

Maintaining a high rate of growth to protect and increase its market share in all segments of operations Generating value for all stakeholders-business associates, vendors, shareholders & employees Maximizing return on existing assets with sustained focus on profitability Becoming the most trusted, preferred and admired telecom brand To explore International markets for Global presence Creating a customer focused organization with excellence in sales, marketing and customer care Developing a marketing and sales culture that is responsive to customer needs Excellence in customer service- friendly, reliable, time bound, convenient and courteous service c) Leverage technology to provide affordable and innovative products/services across customer segments segments d) Offering differentiated products/services tailored to different service

Providing reliable telecom services that are value for money Providing a conducive work environment with strong focus on performance Attracting talent and keeping them motivated Enhancing employees skills and utilizing them effectively Encouraging and rewarding individual and team/group performance Establishing efficient business processes enabled by IT

e)

Changing policies and processes to enable transparent, quick and efficient decision making Building effective IT systems and tools

OBJECTIVES:

To be the Leading Telecom Services provider. To provide quality and reliable fixed telecom service to our customer and thereby increase customers confidence. To provide customer friendly mobile telephone service of high quality and play a leading role as GSM operator in its area of operation. Strategy for: I. Rightsizing the manpower II. Providing greater Customer Satisfaction

Contribute towards: i) Broadband customers base of 20 million in India by 2010 as per Broadband Policy 2004. ii) Providing Telephone connection in villages as per Government Policy.

Our clients

Our clients are citizens of India, PSUs and Government Organisations, Private Organisations, and NGOs seeking Telecom Services.

SERVICES WE PROVIDE

BSNL serves its customers as a one stop solution to all telecommunication needs with possibly the largest bouquet of telecom services; Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. The services being offered across the Indian subcontinent barring the cities of Delhi and Mumbai are: Telephone Mobile Phone 3 G mobile Services Cellone Excel Unified Messaging New Telephone Connection Shift And Transfer Of Telephone Phone Plus Service

 Wll Mobile Internet

GPRS/WAP/MMS SMS & Bulk SMS

Network Broadband Wi-Fi Co-Location Service Web Hosting Sancharnet SMS & Bulk SMS

Broadband (DataOne) MPLS VPN ISDN Leased Line Intelligent Network Free Phone Service Premium Rate Service India Telephone Card Virtual Private Network (VPN) Voice VPN Universal Number Universal Personal Number Tele Voting

Video Conferencing Audio Conferencing

Telex/ Telegraph Epabx EPABX Free EPABX Centrex

HVnet Inmarsat

Ku-Band Transponder

G.

The quality of service benchmarks

BSNL is committed to provide state of the art uninterrupted Telecom services to its customers and comply with the quality benchmarks as prescribed by TRAI or set forth by itself from time to time. (A) Quality of service benchmarks as admissible to consumers for Basic services (wired line):basic service (wireless) and cellular mobile telephone service: The following benchmarks are prescribed:

Serial Number (1) (i)

Service Parameter (2)

Time Limit for service request or redressal of complaint (3)

Provision of Telephone

All cases within seven days (subject to technical feasibility) All the cases within three days for urban areas and all the cases within five days for rural/ hilly areas (subject to technical feasibility) Within three days Within less than equal to 7 days. and

(ii)

Fault Repair

(iii) (iv) (v)

Shift of Telephone Closures Percentage of Billing Complaints resolved with in four weeks Time taken for refund of deposits after closure

All billing complaints to be resolved within four weeks. All cases of refund of deposits to be made within sixty days after closure.

(vi)

(B) Quality of service benchmarks as admissible to consumers for basic service (wireless) and cellular mobile telephone service: The following benchmarks are prescribed:

Serial

Service Parameter

Time Limit for service request or redressal of

complaint (i) Billing Performance (a) Percentage of Billing Complaints resolved with in four weeks (a) All billing complaints to be resolved within four weeks. (b) All cases of refunds or payments due to customers to be made within four weeks from the date of resolution of billing complaints.

(b) Period of all refunds /payments due to customers from the date of resolution of complaints

(C)

The bench marks as admissible to consumers for broadband service is as below.

Serial Number (1) (i)

Service Parameter (2)

Time Limit for service request or redressal of complaint (3)

Service Provisioning /Activation Time

All cases within fifteen days (subject to technical feasibility). Within three days (a) All billing complaints to be resolved within four weeks. (b) All cases of refund of deposits to be made within sixty days after closure.

(ii) (iii)

Fault Repair / Restoration Time Billing Performance

(a) Percentage of Billing Complaints resolved.

(b) Time taken for refund of deposits after closure

H.

Capability Developed and Being Performed to Meet the Benchmarks

BSNL ensures prompt rectification of any fault or complaint booked through its extensive grass root level online fault restoration system (FRS). However, in case you still have your problem unsolved timely, BSNL has implemented a three tier consumer grievance redressal mechanism comprising of call centres for various services, nodal officers at

SSA and Circle level and an appellate authority for deciding cases that the consumers may wish to appeal against. This system is in conformance with and compliant to Telecom consumers Protection and Regulation of Grievances Regulation 2007(3 of 2007). Complaint Redressal Mechanism along with time frame has been developed to achieve the benchmark of the services and same is placed on BSNL site bsnl.co.in under heading Public Grievances. Organisation Information handbook is also available on BSNL site bsnl.co.in under heading Public Grievances.

I.

Call Centre or help line numbers BSNL strives to provide uninterrupted telecom services always, we do have an extensive infrastructure to attend any service related problem on 198 service whereby the subscriber has only to call local number 198 for booking and no delay rectification of fault. However, they can also use following toll free numbers for booking of their problems at our Call Centres set up for Basic Telephone, Mobile Services, Broadband and other Data Services. Should they require further help, they may also contact the designated Nodal Officers in their own SSA. For basic services including broadband services:1500 or 1800-345-1500 (toll free number) For GSM Mobile services:1503 or 1800-180-1503 (toll free number). For CDMA & WiMax services: 1502 or 1800-180-1502 (toll free number). For Broadband &Internet services:1504 or 1800-345-1504 (toll free number). For MPLS & Other Data services: 1800-425-1957 (toll free number).

J.

Contact Details of Nodal and Appellate Authority. Names and designations of nodal officers of the SSA/circle along with their e-mail, contact telephone numbers, facsimile numbers and address of the nodal officers and the appellate authority can be seen on our website www.bsnl.co.in

K.

How we Monitor and Evaluate.

In addition to above, grievances received through FAX, Dak, Telephones are also booked on PGRAMS portal. Consumers can book their grievances through on line portal pgportal.gov.in. Progress of the disposal of the grievances and quality of service delivered to the consumers are monitored through CPGRAMS, PGRAMS and MIS portals. TRAI also monitors the quality of services delivered to consumers and issues guidelines to improve the system. L. Suggestions and Continuous Improvement in the system

Consumers can give their feedback and suggestions for further improvement in the services to the respective Nodal Officers and as well as GM(CDN) on his email id ddgpg@bsnl.co.in. BSNL always strives to evaluate feedback received from the consumers either in form of grievances or suggestions and makes necessary improvement in the system to maintain the standards of the services. TRAI also issues guidelines to improve the system. Based on monitoring and evaluation, wherever required, feedback is given to subordinate organization for improvement in service

delivery to its consumers. Valuable suggestions given by the consumers are duly considered while reviewing Citizens Charter of the BSNL. M. WHAT ARE YOUR RIGHTS Right to select operator of their choice. Right to get information regarding tariff before provision of service and every time the tariff is changed, specially adversely affecting the consumer. Right to be informed before activation of any value added service, which is chargeable. Right to get the rebate of rental in case of continuous disruption of service for more than 3 days. To seek legal remedy in case the grievances of the consumer is not settled. To get refund of security deposit within 60 days of request of termination of service subject to adjustment of pending dues, if any. Right of consumers for termination or disconnection of service : The consumer can get the service offered by BSNL terminated or disconnected any point of time by applying to the local BSNL office. The consumer is, however obliged to make payment of all the bills in respect of services availed by him. Any consumer may, at any time, 1. during pendency of redressal of his grievance, whether by filing of complaint or appeal, under these regulations; or before or after filing of complaint or appeal, under these regulations,

2.

exercise his right conferred upon him under the Consumer Protection Act, 1986(68 of 1986) or any other law for the time being in force and seek redressal of his grievance under that Act or law. N. WHAT WE REQUIRE

Our telecom services are offered subject to the following general terms and conditions: i) ii) The services are for bonafide use of the customer/his family/organisation. Any person , including foreign national with valid passport, who is major( In case of minor , through guardian) can apply for a telecom service. The subscriber shall not allow use of the telecom service offered to him for any unlawful activity. The provision of service is subject to the directions issued by government from time to time. The fixed services are meant for specified location and the subscriber is not authorized to shift the same without permission of BSNL. The services are offered subject to regular payment of bills by the subscriber failing which BSNL may suspend temporarily or disconnect or withdraw the service at its sole discretion.

iii)

iv)

v)

vi)

vii)

While BSNL shall endeavor to ensure un-interrupted service of reasonable quality, it can not be held responsible for any deficiency or interruption in service due to reasons beyond its control. BSNL at its sole discretion may revise the tariff rate subject to TRAI regulations. The services can be suspended without prior notice by BSNL in the interest of public safety or maintenance of law and order or other such exigencies.

viii)

ix)

Note: In addition to above, terms and conditions specific to any service or service area including Tariff are available along with the Application Forms or can be had from local BSNL offices or downloaded from our website www.bsnl.co.in

O.

Information about RTI Matters

In terms of Section 5 (1) of the Right to Information Act, 2005, the Company has designated various officials as Information Officers (APIOs & PIOs) and Appellate authorities. The list of such officers is available at the Companys Website www.bsnl.co.in. The concern designated APIOs, PIO,s can be approached for getting the information as pursuant to the RTI Act 2005 at various places. P. Information about Customer Service centre.

More than 4000 Customer Service Centers are operational in urban and rural areas in the country. The detailed information about Customer Service centre is available on the respective circles web sites which can be accessed through BSNL main web site i.e www.bsnl.co.in.

Registered And Corporate Office: Bharat Sanchar Bhavan. Harish Chandra Mathur Lane Janpath, NewDelhi-110001