(a) whether there are effective public/consumer grievance redressal mechanism at the district
and secondary switching area (SSA) level;
(b) if so, the details of such grievance redressal cells functioning in the country at district
and SSA level, State-wise;
(c) if not, the reasons therefor; and
(d) the steps taken by the Government to set up such cell/mechanism to redress the grievances
of consumers at that level?
MINISTER OF STATE IN THE MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY
(SHRI MILIND DEORA)
(a) Yes Madam. Consumer Grievance Redressal Mechanism of Bharat Sanchar Nigam Limited (BSNL)
& Mahanagar Telephone Nigam Limited (MTNL) covers all respective Secondary Switching Areas
(SSA’s).
(b) BSNL has established Grievance Redressal system with Computerized Fault Repair Service
& Interactive Voice Response System (FRS/IVRS) in all SSAs. In addition, customer can book
his complaint at call center on Toll Free Numbers as indicated below :-
# For Wire-line Telephone connections:
1500 or 1800-345-1500
# For WLL & WiMAX Connections:
1502 or 1800-180-1502
# For GSM Mobile Services:
1503 or 1800-180-1503
# For Broadband and Internet Connections:
1504 or 1800-345-1504
BSNL has 11(eleven) call centers for Wire-line and Broadband services and 14(fourteen) call
centers for mobile services which are working at Telecom circle level as per details in
Annexure-I. BSNL also has Public Grievances Cell in each circle/SSA for resolving the
complaints of its customers.
The details of grievance redressal system of MTNL (for Delhi and Mumbai ) are as below:-
1. Complaint Centre on IVRS (Interactive Voice Response System ) at ‘198’.
2. MTNL’s Website-http//delhi.mtnl.net.in (MTNL Delhi), www.mtnlmumbai.in (MTNL Mumbai).
3. Call Centres-
1500 - Landline Services ;
1502- CDMA (Code Division Multiple Access) Services;
1503- Mobile Services;
1504 -Broadband Services
4. Customer service Centres/ Sanchar Haats.
(c) & (d) Not applicable in view of above.