Telecom Ministry puts BSNL, MTNL on notice over poor service quality

BSNL has outsourced its call centre activity to a leading agency that handles similar assignments for leading telecom operators.

By: PTI | New Delhi | Updated: November 23, 2015 10:20 am
Net Neutrality, telecom news, ravi shankar prasad, telecom news, technology news Union Telecom Minister Ravi Shankar Prasad.

The Telecom Ministry has issued notices to state-owned BSNL, MTNL and India Posts after Union Minister Ravi Shankar Prasad personally took note of citizen complaints over service quality on social media since July.

Prasad, who has over 4.65 lakh followers on Facebook, received the complaints relating to the three departments under his ministry.

“Till date, 102 notices have been issued to departments under this ministry and 64 have been resolved. BSNL now has an official page on Facebook to connect with people,” an official said.

The Minister has asked BSNL and other concerns to use the social media, following which it held a workshop for officers in-charge of public grievance redressal in each telecom circle.

On top of that, BSNL has appointed an agency to look into issues raised by subscribers on social media sites.

When contacted, BSNL CMD Anupam Shrivastava confirmed that the complaint monitoring mechanism on social media is already up and running.

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“We have started training our officers to handle complaint on social media following the minister flagging the issue. Whenever we get complaint on our Facebook page, we start forwarding it to the customer care department, which then reaches out to the aggrieved customer,” he added.

“BSNL reported operating profit after a long time and within 18 months of the new government coming to power. This is a sign of improvement in services.”

As part of its efforts to step up, BSNL has outsourced its call centre activity to a leading agency that handles similar assignments for leading telecom operators.

“Since we are deploying new equipment, our capacity to handle more customers is increasing. That is why we launched free night calling service as we can handle large traffic now. We have most widespread network in the country which we are rapidly improving,” Shrivastava said.

According to Trai rules, consumers can register their complaints by calling up the customer care or shooting off an e-mail to the telecom operator.

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  1. N
    Narasimhan
    Jul 19, 2016 at 11:12 am
    my phone is defunct past several years despite complaints pl disconnect
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    1. P
      Prem Dasani
      Apr 25, 2016 at 6:09 am
      The existing Public Grievance redressal mechanism (PGPORTAL) still needs to be strengthened one step higher, especially in respect of departments / ministries whose services have not improved or where customer grievances are closed without resolving complaints. As an example, I registered a grievance vide following Registration Number:lt;br/gt;gt; DOTEL/E/2016/12405 lt;br/gt;However, BSNL chose to close the complaint without resolving the issue; Not even confirming from me whether issue has been resolved. lt;br/gt;lt;br/gt;There is no mechanism to go one step / level higher to highlight the ineffectiveness of PGPORTAL system.lt;br/gt;lt;br/gt;Services offered by BSNL at compeive tariff rates does not mean to sacrifice service quality by proportionally downgrading it.
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      1. Merlin Vimal
        Nov 24, 2015 at 5:00 am
        Being the oldest and largest communication service provider of India, BSNL should take respective steps to improve the quality and increase the speed. If this continues it will lose the valuable customers. Merlin Bizbilla - Indian B2B portal
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        1. Ramamurthy
          Nov 23, 2015 at 11:31 am
          BSNL is very slow in connecting internet and it takes from 5 to 30 minut es to start.On contacting the appropriate authority I was asked to upgrade and it will be slow for the beginning 15 days of the month.They are upgrading only to get more revenues and not to serve the customer.They are driving us to private companies.I am having unlimted connection.
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          1. Nirmal Kumar.A
            Nov 23, 2015 at 7:40 am
            BSNL is the atmost worst service in INDIA.
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