THE MINISTER OF STATE IN THE MINISTRY OF COMMUNICATIONS (SHRI TAPAN SIKDAR)
(a) The number of complaints received by MTNL from the customers is as follows:
44,04,042 Delhi 22,48,235 Mumbai
(b) On an average, complaints redressed by next day/on time in Delhi and Mumbai are 68% and 63% respectively.
Reasons for the complaints remaining pending are as under:
- A large scale digging activities by various agencies like Municipal Corporation of Delhi (MCD), New Delhi Municipal Corporation (NDMC), Public Works Department (PWD), Delhi Jal Board(DJB), Metro Rail Transport System(MTRS), etc.
- Faults in the telephone instruments.
- Multiple Main Distribution Frame (MDFs) in the same building thereby having tie networks.
(d) MTNL has initiated following steps to reduce the number of complaints:
- Paper core underground cable are being replaced by Jelly Filed Cables/ Optical Fibre Cable with Digital Line Concentrator (DLCs) within next two years.
- Overhead wires are minimized by introducing five pair cables and wall Distribution Points(DPs).
- The Junction network has been completely transferred to Optical Fibre Cable links. Further, improvement is being done by providing Synchronous Digital Hierarchy (SDH) systems connected on the ring architecture.
- Subscriber loop length being reduced by planning more Remote Switching Unit(RSUs)/Remote Line Unit(RLUs).
- Fixed Wireless in Local Loop (WLL) and Digital Line Concentrator (DLC) systems are being introduced in the Customer Access network for better performance.
- Computerised fault reporting system is introduced which helps in booking testing and sending the faults to the concerned line staff.
- In addition to this, line staff is provided with pagers for easy communication and follow up with the testing staff for speedy clearance of faults.
- MTNL has liberalised the policy to replace all telephone instruments older than five years or repaired more than two times. This is being implemented in phases. In the first phase, instrument more than eight years old are being replaced.
