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Journalism of Courage
MTNL8217;s foolproof computers fool the public. When you get your telephone bill, do you check it? What is it that you check? Or do you simply pay the bill because you believe that MTNL8217;s computers are error-free as advertised by the telephone department? The fact is that MTNL8217;s computers give incorrect readings. Hence it is essential that you check your telephone bills before you write the cheque.
There are several types of exchanges. One such type is the electronic E10B exchange where a major problem has been found, but the MTNL officials claim that they can8217;t rectify it. This problem is the erratic metering of STD and ISD calls which is underplayed because most people do not check their bills. Consequently, the failure of the computer system goes undetected most of the time. This problem was first noticed in the City Telephone Exchange, and thereafter in the Sion Telephone Exchange.
To detect wrong metering of both the STD and ISD calls is easy because it is merely a mathematical calculation of the given data. However, there are other problems regarding wrong metering which I have come across in my capacity of Joint Hon Secretary of the Bombay Telephone Users8217; Association.In the Goregaon RLU and Marol Exchange a particular subscriber, who did not have STD/ISD facility, kept on complaining of excess metering. When his line was kept under observation by the telephone department, it was noticed that metering was erratic. The meter would even jump without any call being made! On the contrary, sometimes the meter would move in the reverse direction also. The MTNL could not account for this phenomenon and granted a rebate to the subscriber. However, the solution to the problem does not lie in giving rebate to one subscriber,but to detect where the fault lies, the reason for the fault having occurred, and to take corrective action so that the system works properly. Unfortunately, the MTNL does not have the will to improve the system.
Another case of wrong metering came to light in the Byculla Telephone Exchange when a particular subscriber8217;s telephone was put under observation, and was found that the meter was recording calls in respect of toll free numbers and call transfer facility.
By now you must have realised that the so-called computerised metering being foolproof is a myth to fool the gullible public. A computer is as effective as its programmer, which in computer jargon is: 8220;Garbage In, Garbage Out8221;. You must, therefore, be an alert and vigilant consumer. Check your bills. If at all you suspect that you are being billed in excess, request the department to put your telephone under observation for a week. Keep a record of every call made during that period. Compare your record with that of the exchange, and you willthen know whether your suspicion is well founded or not. There is no charge for keeping the telephone under observation. All it requires is a letter by the subscriber to the Divisional Engineer of the concerned Exchange. Remember, the entire telephone apparatus is under the control of the MTNL, except the telephone instrument in your home or office. Hence it is your right to demand information to ensure that your billing is in order.
In case the billing is wrong, representations must be sent to the MTNL. Rebate is not the solution. The computer system must be made foolproof. But only a public outcry or a public interest litigation will force the MTNL to act. Till then, the MTNL8217;s favourite phrase 8220;Assuring you of our best attention8221; will only remain on paper.
8212;Jehangir B Gai is a social activist and has won the Government of India8217;s National Youth Award for consumer protection
