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MANUAL FOR CONSUMERS’ EDUCATION AND

PREVENTION OF THEIR GRIEVANCES

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Table of Contents.

Page Nos.

1. About Us 3

2. Services We Provide 5

3. What We Require 7

4. Procedures and Rebates 9

5. Should You Require Any Help 11

6. What We assure 12

7. If You Have a Problem or Grievance 15

8. What Are Your Rights 21

9. Deductions From Prepaid Value 22

10. Information About Mobile Telephone Service 23

Coverage

Annexures. (To be appended by respective Circles)

1. Names and Contact Details of Nodal Officers

2. Name and Contact Detail of Appellate Authority

3. Form for Appeal

4. Various Application Forms

5. Information About Mobile Telephone Coverage

6. Any Other Information

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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.

OUR MISSION

• To provide world class State-of-art technology telecom services

to its customers on demand at competitive prices.

• To provide world class telecom infrastructure in its area of

operation and to contribute to the growth of the country's
economy.

OBJECTIVES

• To be a Lead Telecom Services Provider.

• To provide quality and reliable fixed telecom service to our
customer and there by increase customer's confidence.
• To provide mobile telephone service of high quality and become
no. 1 GSM operator in its area of operation.
• To provide point of interconnection to other service provider as
per their requirement promptly.
• To facilitate R & D activity in the country.
• Contribute towards:
i. National Plan Target of 500 million subscriber base for the
country by December 2010.
ii. Broadband customers base of 20 million in India by 2010 as per
Broadband Policy 2004.
iii. Providing telephone connection in villages as per government
proposition.

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iv. Implementation of Triple play as a regular commercial

proposition.

Registered And Corporate Office:

Bharat Sanchar Bhavan.

Harish Chandra Mathur Lane
Janpath, NewDelhi-110001

Circle Office Address to be added here by respective Telecom Circle.

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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

• New Telephone Connection

• Shift And Transfer Of Telephone

• Phone Plus Service

• Mobile Phone

• Cellone

• Excel

• Unified Messaging

• GPRS/WAP/MMS

• SMS & Bulk SMS

• Wll Mobile

• Internet

• Network

• Broadband

• Wi-Fi

• Co-Location Service

• Web Hosting

• Sancharnet

• SMS & Bulk SMS

• Broadband (DataOne)

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• 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

• I Net

• Telex/ Telegraph

• Epabx

• EPABX

• Free EPABX

• Centrex

• HVnet

• Rabmn

• Inmarsat

• Ku-Band

• Transponder

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WHAT WE REQUIRE

(Terms and conditions of services offered by the BSNL)

Our telecom services are offered subject to the following general terms
and conditions:

i) The services are for bonafide use of the customer/his

family/organisation.

ii) Any person , including foreign national with valid passport,

who is major( In case of minor , through guardian) can apply
for a telecom service.

iii) The subscriber shall not allow use of the telecom service
offered to him for any unlawful activity.

iv) The provision of service is subject to the directions issued by

government from time to time.

v) The fixed services are meant for specified location and the
subscriber is not authorized to shift the same without
permission of BSNL.

vi) 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.

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.

viii) BSNL at its sole discretion may revise the tariff rate subject to
TRAI regulations.

ix) 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.

Note: In addition to above, terms and conditions specific to any

service or service area including Tariff are available along with the
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Application Forms or can be had from local BSNL offices or

downloaded from our website www.bsnl.co.in

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PROCEDURES AND REBATES

Procedure for shifting and transfer of telephone, provision of

accessories and customer premises equipment (CPE).

Shifting: The customer is required to submit application in the

prescribed format available in local BSNL office to the Customer
Service Centre of the area. The application can also be down loaded
from BSNL website www.bsnl.co.in.

Eligibility for shifts: The telephone should have worked for one and
a half years or registration date of telephone falls within release period
of general/spl category in the exchange to which it is required to be
shifted.

Transfer of telephone: Transfer of telephone is permitted after issue

of first bill without any pre condition. The application should be in
prescribed format.

Provisions of accessories and CPE: BSNL provides telephone

instruments and internal wiring at the premises of the new customer.
The customer is free to provide his own telephone instruments and/or
internal wiring and the following rebate is allowed in that case:-

Rebate in installation charges on provision of internal

wiring/instrument by subscriber:

A rebate is admissible in installation charges as mentioned below if

internal wiring and/or instrument is provided by the subscriber
himself:-

Items provided Rebate to be allowed

by subscriber
Exchange system with Exchange system with
himself
less than 500 lines more than 500 lines

Internal Wiring Rs. 100/- Rs. 250/-

only

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Instrument only Rs. 200/- Rs. 250/-

Both Internal Rs. 300/- Rs.500/-

wiring and
instrument

Scheme and Plan specific rebates and concessions may vary from
service provider Telecom Circle to Circle and shall be appended by
them.(To be incorporated by circles.)

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SHOULD YOU REQUIRE ANY HELP

(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 (toll free

number)

• For GSM Mobile services: 9400024365 (toll free number).

• For Broadband &Internet services:1800-424-1600 (toll free

number).

• For MPLS & Other Data services: 1800-425-1957 (toll free

number).

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 are
given in Annexure (to be incorporated by circles) and also can be
seen on our website www.bsnl.co.in

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WHAT WE ASSURE

(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. Failing
these benchmarks, provision exists for rebates as prescribed for
various services as following :

(A) Quality of service benchmarks (including provisions relating to

rebate) as admissible to consumers for Basic services (wired
line):basic service (wireless) and cellular mobile telephone service:
The following benchmarks are prescribed:

Serial Service Parameter Time Limit for

service request or
Number (2)
redressal of
(1) complaint

(3)

(i) Provision of Telephone All cases within

seven days (subject
to technical
feasibility)

(ii) Fault Repair Within three days

(iii) Shift of Telephone Within three days

(iv) Closures Within twenty four

hours

(v) Percentage of Billing All billing complaints

Complaints resolved to be resolved within
with in four weeks four weeks.

(vi) Time taken for refund All cases of refund of

of deposits after deposits to be made
within sixty days

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closure after closure.

(B) Quality of service benchmarks (including provisions relating to

rebate) 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) All billing

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

(C) The bench marks (including provisions relating to rebate) as

admissible to consumers for broadband service: The following
benchmarks are prescribed

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Serial Service Parameter Time Limit for

service request or
Number (2)
redressal of
(1) complaint

(3)

(i) Service Provisioning All cases within fifteen

days (subject to
/Activation Time
technical feasibility).

(ii) Fault Repair / Within three days

Restoration Time

(iii) Billing Performance (a) All billing

complaints to be
resolved within four
(a) Percentage of weeks.
Billing Complaints
(b) All cases of refund
resolved.
of deposits to be
made within sixty
days after closure.
(b) Time taken for
refund of deposits
after closure

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IF YOU HAVE A PROBLEM OR GRIEVANCE

(Complaint Redressal Mechanism)

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). As a first step, you may contact our
Call Centre on toll free helpline numbers given earlier.

1. Procedure for handling grievances by Call Centres.

The Call Centres, immediately on receipt of your complaint:
(a) Shall register such complaint by allotting a unique identification
number to be called the docket number;
(b) Communicate, at the time of lodging the complaint, the unique
identification number to be called docket number, date and time of
registration of the complaint, to you;
(c) Record details in respect of such complaint;
(d) Intimate you
(i) Through telephone or other electronic means or any other
means; and
(ii) Within the time limit specified the action taken on your
complaint; and
(e) give you contact details of the Nodal Officer (including his name,
telephone number and address) in case you are not satisfied with the
redressal of your grievance or when requested by you.
1.1 Time limit for redressal of grievance of consumers by Call
Centres.

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(1) Unless specified elsewhere, all complaints relating to fault or

disruption of service or disconnection of service shall be redressed
within three days from the date of registration of complaint;
(2) Unless specified elsewhere, all other complaints shall be redressed
within seven days from the date of registration of complaint;
(3) where lesser time limit has been specified by any other law for the
time being in force or other regulations of TRAI or DOT or by BSNL for
redressal of grievance, the Call Centres shall redress the grievances of
the consumer within such specified time.
In case you are not satisfied with the redressal of your grievance at
the Call Centre level or in case the Call Centre within the above time
limit does not attend to the complaint, you may approach the Nodal
Officer for redressal of your grievance.

2. Redressal of Consumer Grievances by Nodal Officers.

You may approach, by a letter in writing, or through telephone, or web

based online filing of complaints or through short message service or
through other electronic means and any other means, the Nodal
Officer of the concerned SSA of the Circle/District for redressal of your
grievance.

In emergent situation, one can approach at the first instance itself a

Nodal Officer instead of a Call Centre and the Nodal Officer shall
redress the grievance.

2.1 Handling of grievances of consumers by Nodal Officers.

The Nodal Officer shall be accessible to the consumers at the address

made available by the public notice and telephone bills, as referred to
above register every complaint lodged by the consumers;

1. communicate, within three days from date of the receipt of

the complaint, the unique complaint number to the consumer;

2. after taking the remedial measure for redressal of the grievance

or decision thereon, intimate, within the time limit specified as
below the remedial measure or decision taken, to the consumer.

2.2 Time limit for redressal of complaints by Nodal Officer.

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The Nodal Officer shall redress the complaints of the consumer within
ten days of the registration of the complaint, provided that complaints
relating to fault or disruption of service or disconnection of service
shall be redressed within three days from the date of registration of
complaint.

In case the consumer is still not satisfied with the redressal of his
grievance by the Nodal Officer or in case his complaint is not redressed
by the Nodal Officer within the time limit specified or no reply is
received regarding resolution of the complaint from Nodal Officer, he
may appeal to the appellate authority for redressal of his grievance.

3. Appeal to appellate authority for redressal of consumer

grievances.
(1) In case a consumer is not satisfied with the redressal of his
grievance by the Nodal Officer, or his complaint remains to be
redressed or no reply is received within the period of ten days of the
registration of the complaint by the Nodal Officer or three days of the
registration of complaint by the Nodal Officer relating to fault or
disruption of service or disconnection such consumer may, in writing,
make an appeal to the appellate authority of the concerned Circle.
(2) Every appeal to the appellate authority under sub-para (1) shall be
made in duplicate, in the Form annexed.
(3) Every appeal under sub-para (1) shall be filed within three months
after the expiry of the time limit specified in within the period of ten
days of the registration of the complaint by the Nodal Officer or three
days of the registration of complaint by the Nodal Officer relating to
fault or disruption of service or disconnection:
Provided that the appellate authority may entertain any appeal after
the expiry of the said period of three months but before one year from
the time limit of ten days of the registration of the complaint by the
Nodal Officer or three days of the registration of complaint by the
Nodal Officer relating to fault or disruption of service or disconnection
if it is satisfied that there was sufficient cause for not filing it within
that period.
(4) Every Telecom Circle/Telephone District shall make available to the
consumer the Form of appeal free of charge:

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(a) At its every office and sales outlets, and at every office of the
Nodal Officer and the appellate authority;
(b) At its website for download by consumers.

3.1 Disposal of appeal by appellate authority.

(1) The appellate authority shall ensure uniformity in the procedure for
deciding appeals and comply with the provisions contained in
succeeding paras.
(2) The secretariat of the appellate authority shall:-
(a) Register every appeal immediately on receipt of the same and
send, within three days of receipt of the appeal, an acknowledgement
to the appellant indicating the serial number of the appeal registered;
(b) Forward, within six days from the date of receipt of an appeal, a
copy of the appeal to the concerned Section of the Circle office and/or
the concerned SSA head and/or the concerned Nodal Officer;
(3) The concerned Section of the Circle office and/or the concerned
SSA head and/or the concerned Nodal Officer, shall, within fifteen days
from the date of receipt of the appeal forwarded by the Secretariat of
the Appellate Authority file in writing its reply;
(4) In case the concerned Section of the Circle office and/or the
concerned SSA head and/or the concerned Nodal Officer fails to file its
reply within the period specified the appellate authority shall proceed
on the basis of the material available on record;

(5) The appellate authority may call for, any information, document or
record, from the concerned Section of the Circle office and/or the
concerned SSA head and/or the concerned Nodal Officer or the
appellant, which may be relevant and necessary for examination and
disposal of the appeal, as the case may be;
(6) The concerned Section of the Circle office and/or the concerned
SSA head and/or the concerned Nodal Officer and the appellant, shall
provide such information, document or record as the appellate
authority may call for;
Provided also that in case a party to the case fails to furnish such
information, document or record, the appellate authority, on being

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satisfied that the party in possession of the record is withholding it, it

may decide the appeal after appraising the material available on
record and decide the appeal to the best of its judgment on merits.
(7) The appellate authority shall, on receipt of the reply from
concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer and on the basis of information,
document or record under the para above from and after conducting
such inquiry as the appellate authority may consider necessary, and
after affording reasonable opportunity of hearing to the parties,
dispose of the appeal by passing an order in writing and stating
therein the points for determination, the decision thereon and the
reasons for the decision;
(8) The appellant, being consumer, may, either appear in person or
authorize any of his representative to present his case or send his
representation with a request to dispose of the appeal, without being
present in person;
(9) The concerned Section of the Circle office and/or the concerned
SSA head and/or the concerned Nodal Officer may authorize one or
more of its officers or employees to present its case;
Provided that in case the service provider fails to present its case
before the appellate authority on the date fixed for hearing, the
appellate authority may proceed ex-parte and decide the appeal on
merits.
(10) The appellate authority shall decide every appeal within three
months from the date of filing the appeal and pass order in accordance
with the provisions of sub para-7 above;
(11) The order of the appellate authority shall be communicated in
writing within seven days of the order to the appellant and the
concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer;
(12) The concerned Section of the Circle office and/or the concerned
SSA head and/or the concerned Nodal Officer shall, within fifteen days
from the date of receipt of the order referred to above, comply with
the order of the appellate authority and report immediately compliance
thereof to the appellate authority;

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(13) The appellate authority may decide any appeal with the consent
between the parties at any stage of the proceedings and such appeal
shall be treated as decided with the mutual consent of the parties.
TELEPHONE ADALATS
In addition to above mechanism of redressal of grievances, BSNL has a
popular legacy system of holding periodically Telephone Adalats; both
at district and circle level which are well publicized and are open to all
subscribers with any complaint.

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WHAT ARE YOUR RIGHTS

(Rights of the consumers)

• 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

2. before or after filing of complaint or appeal, under these

regulations,

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.

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DEDUCTIONS FROM PREPAID VALUE

The amounts which are deducted from the pre-paid value may vary
from scheme to scheme and service area and shall be given by
respective Telecom Circles.

(To be incorporated by Circles).

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INFORMATION ABOUT MOBILE TELEPHONE SERVICE COVERAGE

The cellular mobile service is available in the entire BSNL service area.
However based on the requirement of local service area or progress of
planned developmental work this information needs to be specified by
concerned Telecom Circle. This information is also available on BSNL
website WWW.bsnl.co.in

( To be updated by circles).

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