Consumer Grievances Redressal Mechanism in BSNL

Consumer Grievances Redressal Mechanism (Public Grievances Redressal Mechanism)

BSNL has a well structured and multilayered Public Grievances Redressal Mechanism including Dispute Resolution Mechanism. The Public Redressal setup in BSNL has been introduced right from the Corporate Office to SSA(Secondary Switching Area) levels. Subscribers having complaints or grievances can interact with the organization through the following for Public Grievance / Dispute settlements: -

(i)      Complaints are being booked on "198". This Toll Free Service of booking complaints are available in every telephone system. Grievances can be booked on "1094"(for Circle Office) or "1095" (for District Office). This special Toll Free Service has been introduced by BSNL for booking public grievances.

(ii)      In every office 'visiting hours' are prescribed where the subscribers having complaints or grievances can approach the officers of BSNL at various levels,

(iii)     Public Grievance Officers are available right from Corporate Office to SSA (Secondary Switching Area) level.   The complainant can approach these officers in person or through written complaints or communicate through e-mail or contact on telephones,

(iv)     Special attention is being given to holding meetings with consumer organizations.

(v)      Telephones Advisory Committees have been constituted,

(vi)     Senior Officers are available for public without prior appointment during a specified hours on working days.

(vii)    Customer Service Centres have been opened for IMPCS.

 

(viii)  Open House Session:

Complaints/suggestions of general nature as regard to improving the telecom services in the area are discussed in the Open House Sessions. The basic idea of conducting such Open House Sessions is to establish direct channels of communications with our customers and also to enable the telecom staff to appreciate and evaluate the customers difficulties and complaints from their point of view. A press notification is issued in leading newspaper to hold the Open House Session for inviting customers to attend and submit their suggestions/grievances. Subscribers are invited in a public hall. The session is presided over by Senior Officers i.e. Area GM/Area Manager. Customers are requested to place general grievances which are recorded. Replies are given on the spot. In few cases, which cannot be settled on the spot a time frame is given. Efforts are made to settle the case within the given time frame. Written reply is sent to the customers.

(ix)      Telephone Adalats:

Subscribers whose grievances remained unsettled are invited to make petitions for redressal of their grievances in Telephone Adalats. SSA(Secondary Switching Area) Level Telephone Adalats are being conducted on bimonthly periodicity and Circle level Telephone Adalats are being conducted once in three months.

Customers are asked to give their grievances in writing with all supporting documents within stipulated period to District Complaint Officer (DCO). The concerned office to whom the case relates examines the case received by DCO and settles the case. A speaking order settling the case is communicated to the customers. For unsettled cases, a date is fixed for holding the Telephone Adalat. The customers are invited to attend the Telephone Adalat. The Adalat is presided over by General Manager of the area. The concerned officers of the Department are also called to be present in the Adalat. The full details of the case is presented to the presiding officer. The order of the presiding officer is communicated in the Adalat after hearing the arguments from both the parties.