THE MINISTER OF HUMAN RESOURCE DEVELOPMENT AND
COMMUNICATIONS AND INFORMATION TECHNOLOGY
(SHRI KAPIL SIBAL)
(a) to (e) A Statement is laid on the Table of the House.
STATEMENT TO BE LAID ON THE TABLE OF THE LOK SABHA IN RESPEL f OF PARTS (a) TO (e)
OF LOK SABHA STARRED QUESTION NO. 263 FOR 29 AUGUST, 2012 REGARDING `COMPLAINT
REDRESSAL MECHANISM`
(a) Mahanagar Telephone Nigam Limited (MTNL) and Bharat Sanchar Nigam limited (BSNL) are
following the Telecom Regulatory Authority of India (TRAI) Regulation for handling complaints
of telephone and internet broadband subscribers.TRAI has prescribed following Regulations
in this regard:-
(i) The Telecom Consumer Complaint Redressal Regulations, 2012.
(ii) The Standards of Quality of Service of Basic Telephone Service(Wireline)and
Cellular Mobile Telephone Services Regulations, 2009 and
(iii) The Quality of Service for Broadband Services Regulations, 2006.
The above Quality of sendees(QoS) Regulations also provide time frame for
attending different kind of complaints. Details in respect of few parameters are as below:
(i) Fault repairs
(Landline) : Urban areas: By next working day: > 90% and within 3 days: 100%. Rural areas : By next working day: > 90% and within 5 days: 100%.
(Broadband) : By next working day: > 90% and within 3 working days: 99%.
(ii) Billing complaints : 100% within four weeks.
(b) & (c) BSNL & MTNL are by and large meeting the prescribed time frame. The details in
respect of complaints received and resolved within prescribed time frame during 2011-12
and 2012-13(upto June, 2012) are as below:
Year BSNL MTNL Total Total Complaints Total Total Complaints Complaints resolved within Complaints resolved within Received time frame Received time frame
2011-12 13377336 12412622 7300327 6531756
2012-13 3186710 2884741 1721440 1597211
(upto
June-
2012)
(d) The Local and STD telephones of BSNL (including those in rural and backward areas)
are in general functioning properly. However, delay occurs in rectification of telephone
faults in some areas where road widening works, water pipeline and drainage works are
in progress.
(e) TRAI apart from monitoring the performance against the benchmarks specified in QoS
Regulations,also undertakes Audit & Assessment/Customer satisfaction survey and follows
up with the service provider(s) for addressing the deficiencies.
Further following steps are being taken/planned by BSNL to improve the Quality
of telecom services :
1. Rehabilitation and up-gradation of external plant.
2. Close monitoring of network operation through Network Management System,
3. Introduction of Call Data Record (CDR) based billing, Commercial. Fault repair
and Work order Management System.
4. In rural areas where there is frequent power failure , Engine Alternators are
used.
As regards action taken against the officers responsible for poor services,
question does not arise in view of para (d) above.
