BHARAT SANCHAR NIGAM LTD

BHARAT SANCHAR NIGAM LTD

A presentation

On

Consumer Rights as per

TRAI Act 1997

by

BSNLMaharashtra Telecom Circle

CONSUMER PROTECTION ACT (COPRA) 1986

RIGHTS

1. Safety;

2. Information;

3. Choice;

4. Representation;

5. Redress and

6. Consumer Education

TELECOM REGULATORY AUTHORITY OF INDIA

Functions with regard to consumer

• Protect the interest of consumer

• Facilitate competition and promote

efficiency

• Monitoring the quality of service

• Settle dispute between service provider

and

group of consumers

• Ensure effective compliance of universal

service

obligations

QUALITY OF SERVICE PARAMETERS( Basic Services)

Parameter Short term before end of 12 months

Intermediate term before end of 24 month

Long term before end of 48 months

Averaged over a period

Provision after registration

<21 days <15days <7 days One quarter

No. of faults/100 subs/month

<12 < 7 < 3 One quarter

Fault repair by next working day

> 85% > 87% > 90% One month

CCR in local N/W

> 55% >60% >65%

Metering and billing credibility

< 0.2% < 0.15% < 0.1%

QUALITY OF SERVICE PARAMETERS ( Basic Services)





Grade of service

Junction between local exchanges 0.002

Same as short term

Same as short term

One quarter

O/G from TAX to Local Exchange 0.005

Same as short term

Same as short term

One quarter

I/C local to TAX 0.005

Same as short term

Same as short term

One quarter

I/C or O/G between TAXs 0.005

Same as short term

Same as short term

One quarter

% satisfied with provisioning of services

>80 >90 >95

QUALITY OF SERVICE PARAMETERS ( Basic Services)





Prompt ness to attend 95% request

- Shift

- Closure

--Additional Facility

< 7days

< 24 Hrs

< 48 Hrs

<5 days

< 24 Hrs

< 48 Hrs

< 3 days

<24 Hrs

< 48 Hrs

QUALITY OF SERVICE PARAMETERS ( Mobile Services)





Faults/ 100 subs/month

<3 <2 <1 One quarter

Fault cleared

Within 24 hours

>98% >99% 100% One quarter

Call success rate( within licensee N/W)

>98% >98% >99% One quarter

Call drop rate <4% <3.5% 3% One quarter

Billing complaint per 100 bills

<0.2% <0.15% <0.1% One quarter

QUALITY OF SERVICE PARAMETERS ( Mobile Services)





% satisfied with provisioning

>80 >90 >95

Overall customer satisfaction

>80 >85 >95

WHY CONSUMER GRIEVANCE ?

• Lack of awareness about

• Services

• Tariffs

• Procedures

• Sources of information

• Discrimination

• In provisioning of services

• In tariff structure

WHY CONSUMER GRIEVANCE ?

• Billing Problems

• Non/ Late receipt of bills

• Incorrect bills

• Slow redressal of billing complaints etc.

• Quality of Service

• Speech quality

• Call drop

• Coverage

• Delayed fault clearance etc.


Mechanism adopted for

customer care

and

redressal of consumer grievances

in

BSNL

QUALITY OF SERVICE

• Use of State of the Art technology

• Adequate and reliable media ( OFC and DMW)

• SDH rings for major exchanges

• Pole less network

• Close monitoring of fault rectification

• Time bound provisioning

• IVRS based fault booking

BILLING

• Fixed schedule of dispatching bills

• Pre payment reminders

• Issue of duplicate bills from CSC and

online

fax

• Online billing information through

internet

• Billing enquiry service

BILLING

• Payment at Multiple outlets like CSC,

Post

office, cash collection centre at every

taluka

HQ

• Payment through ECS

•Voluntary Deposit Scheme

• Cheque drop boxes

• Collection Vans

SIMPLIFICATION OF PROCEDURES

• Simplified application forms

• Online availability of forms

• Integration of commercial and billing

functions

• Migration to any plan simplified

• Easy provision of phone plus facility

• Single window access ( 1500)

CUSTOMER CARE

•Wide network of Customer Service Centres for

• Registration of new services• Migration to new plans for various services• Tariff information• Issue of duplicate bills• Payment of bills• Sale of ITC, Sancharnet cards, Recharge coupon, webfone cards etc.•Major CSCs operational 7 days a week from 08:00 AM to 08:00 PM.

CUSTOMER CARE

•Telemarts• On the spot issue of work orders for provision of NTCs.• On the spot handing over of telephone instrument.• Option to select the telephone number of his choice.• On the spot handing over telephone directory.• Information brochures.

CUSTOMER CARE

•Wide network of Franchisee and Business Associates for sale of

•Bfone•CellOne•Excel•Sancharnet•Tarang

•Directory of Telephone/ Yellow pages• Printed•CD ROM

CUSTOMER CARE

•Access to special services like• Police• Fire brigade• Ambulance • Child care• Accident and Trauma services• Railways enquiry• Air line enquiry• Trunk information• Directory information

TRANSPARENT TARIFFS

•Simple and easy to understand tariff

•No hidden charges

NON- DISCRIMINATORY APPROACH

•Services in all areas•Urban areas•Rural areas•Tribal areas

•Accessibility to all•STD/ Local PCOs at every nook and corner•Highway PCOs•IN PCOs

•On demand provision of services in most areas•Provision strictly as per waiting list in other areas

REDRESSAL OF GRIEVANCES

• Public Grievance Cells (SSA/ Circle/ Corporate)

• Telephone Adalats (SSA and Circle)

• Open house sessions.

• Easy access to all officers.

• Meetings with Members of Parliament.

• Meeting with consumer forums

and Grahak Panchayats

UNIVERSAL SERVICE OBLIGATIONS

• De facto the only operator providing telecom service in rural areas.

•Connection in rural areas : 1.2 crore•Village Panchayat Telephone : 5.06 lakh

•Public Call Offices ( PCOs)•Local : 7.88 lakh•STD/ISD : 8.06 lakh•Highway : 0.25 lakh

•Concessional rates for rural consumers•Proposal for Telecom Café in rural areas


OUR MISSION

TO PROVIDE WORLD CLASS TELECOM SERVICES ON DEMAND USING STATE OF ART TECHNOLOGY TO OUR

VALUED CUSTOMERS AT AFFORDABLE PRICE.


ACCORDINGLY WE AT BSNL ARE MAKING ALL EFFORTS TO PROVIDE BEST SERVICES TO OUR CUSTOMERS BUT AT THE SAME TIME WE STRONGLY BELIEVE THAT THERE IS ALWAYS SCOPE FOR IMPROVEMENT AND WE ARECONTINUOUSLY AT IT.

Documents

BHARAT SANCHAR NIGAM LTD