Transcript Excellence in Leadership In Present Telecom Scenario

Panel Discussion
‘Status
of Dispute Settlement
Mechanism in the Telecom,
Broadcasting and Cable Sectors
in India’
24th March-2007
Presentation by
Satya Pal
C.G.M.T. Gujarat Circle
Gujarat Telecom Circle
Honorable
Judge Supreme Court of India
BSNL Gujarat Telecom Circle Welcome
TDSAT Members

Hon’ble Mr. Justice Arun Kumar

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Chair Person
Mr. Vinod Vaish,
Member,
 Former Secretary to the Govt of India.
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BSNL Gujarat
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Mr.Nripen Mishra,
Honorable Chairman TRAI.
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Mr. G.S.Grover,
Member (services) Telecom. Commission

Mr. A.K. Sinha,
Honorable CMD BSNL.
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BSNL Evolution
Post & Telegraph Department
Department of Telecom
Department of Telecom Operation
Department of Post
Department of Telecom Services
Bharat Sanchar Nigam Limited
(BSNL)
with effect from 1-10-2000
(as 100 % Govt owned company)
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BSNL Organization
BSNL Units
Corporate Office
Chairman & Managing Director
Director
(Operation)
Director
(C & M)
Director
(Plg & NS)
Director
(Finance)
•
Telecom Circles – (Ninteen
Telecom Circles+ Two metro
circles)
•
IT Circle
•
NCES Circle
•
QA Circle
•
T&D Circle
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Telecom Store Circle
•
Project Circle – (Four)
•
Maintenance Circle –(Four)
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Training Circles – (Three)
•
Telecom Factory
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Organisation Chart
Chief General Manager Telecom
GM (Mktg)
CO
GM (D)
CO
GM (F)
CO
GM (BD)
CO
GM (IMPCS)
CO
Deputy General Manager
(Vigilance)
PGM (O)
CO
PGM
Ahmedabad
GM
Amreli
GM
Bharuch
GM
Jamnagar
GM
Surendra Nagar
GM
Mehsana
GM
Palanpur
GM
Junagadhi
GM
Nadiad
GM
Bhavnagar
GM
Rajkot
GM
Bhuji
GM
Goghara
GM
Himatnagar
GM
Valsad
GM (O)
CO
GM (Admin)
CO
PGM
Surat
PGM
Vadodara
GM (CMTS)
CO
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Consumer Grievances
1. Services
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Fault repairing
New Provision
2. Billing
3. Behaviour
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198 Service:
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Toll Free Service.
Same Number though-out SDCA.
Any complaint pertaining to fault repair.
IVRS Based 24 Hrs Service.
Language option available as local language Hindi
and English.
Records are available and could be centrally
monitored. (Dotsoft based).
Faults pending for long-duration come to notice
immediately.
More than 90% complaints are handled on this
service, to the satisfaction of the customers
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Second stage of grievance
handling 12727 Services:
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Toll free Number.
Based at Ahmedabad Circle Office.
Available from anywhere in Gujarat State.
Operator Controlled.
Persuasion with SSAs (Districts) for the
grievance settlements.
Grievance Settlements are recorded.
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Call Centers
Subscriber can get information
from his Home / Office
Call Center
Land Line
Call Center
1500
GSM Mobile
Call Center
9426024365
•Toll Free Service
•24365 (Gujarat BSNL-Mobiles)
•24 Hour Service
•Toll Free Service
•All Basic Phones inquiries
•24 Hour Service
•Internet Inquiries
•All Mobile Service inquiries, &
GPRS Setting, Activation etc.
•Broadband Inquiries
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Telephonic Calls:
To,
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Junior Telecom Officer,
Sub-divisional Engineer,
Divisional Engineer,
Dy. Gen. Manager /Area Manager
General Manager.
And Dy Gen. Manager (Operation) at Circle Office
as Circle PG Nodal Officer.
PGM (Operation)
CGM
Telephone Numbers are printed in Telephone
Directory, Displayed at Various Customer Service
Centers and Web-sites also.
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Control Room
Opened at the time of Natural Calamities
or accidents.
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Written Complaints
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Letters / Fax /Emails.
Received at Public Grievance cells and at
various levels of officers, and replied to the
complainants after settlements.
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Personal Visits
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Customer Service Centers
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Available at Taluka level.
Multiple Nos. of CSCs available at cities.
Single Window Concept.
Sub Divisional Engineer is In-charge.
Between 15:00 Hrs to 16:00 Hrs:
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Declared as visiting hrs for all the officers of
the rank of SDE, DE, DGM, GM, PGM, CGM.
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Telephone Adalats
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All the individual Cases
Frequency: Once in Two Months in Each Districts (SSA Level)
Once in three Months in State Level (Circle Level).
Composition: (Distt. Level): - PGM / GM as Chairman.
- IFA and DGM of SSA.
- GM / DGM of Circle Office.
Composition: (Circle Level): - CGMT,
- PGM (O)
- GM Finance
Powers: Full Power to decide and settle the case.
Year
TA Held
Cases Recd
Cases Settled
2003-04
98
1014
1014
2004-05
107
928
928
2005-06
110
592
592
1/4/06 to 31/12/06
68
310
297
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Open House Sessions
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Once in three Months at
each districts.
General Problems of Group
of Customers.
Seeking suggestion for
Service Improvement.
Year
Open House session held
2003-04
66
2004-05
76
2005-06
69
2006-07 up to Jan-07
47
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Telephone Advisory committee (TAC)
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Eminent personalities
selected by the
communication ministry
as its members
Act as co-coordinator
between BSNL and
public.
Come up with various
user friendly suggestions
Formal meeting schedule
once in 6 months.
TAC Period
TAC Meetings
held
1/7/2002 to
31/7/2004
64
1/10/2004 to
30/9/2006
57
New TAC is formed with effect from
01-01-2007
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MP’s Meeting
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All district heads are in touch with MPs for
suggestions.
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CGM also meets with MPs to get their view
points.
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MPs also give complaints telephonically and in
writing.
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ARBITRATION
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In case the disputes are not settled then the
arbitrators are appointed by the competent
authority under the provision of the
“Arbitration Act”.
Appeal to the decision of the arbitrator is
heard by the Hon’ble High court.
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Details of numbers of VIP Cases handled up to 12-3-07
SN
1
2
3
4
5
6
7
8
9
Category of
Cases
Cases
Cases recd
cases
replied
Pending
Minister
46
38
8
CMD
39
31
8
VIP
34
29
5
MP
15
15
0
DPG
11
11
0
PG Cell
47
37
10
MLA
11
9
2
TRAI
3
3
0
Total
206
179
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No of Public Complaints from 1-4-06 to 28-2-07
1304
1254
50
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Consumer Forums
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Historically, it was the civil courts and High courts
who used to provide remedies to the consumers.
On realization that remedies through civil courts and
high courts are becoming time-consuming and
expensive.
Parliament came out with the concept of
“Consumer Forums.”
Individual consumers get relief for their individual
grievances through consumer forums.
They would be informal, easy to approach, faster
and inexpensive.
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Consumer forums
are
available at
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District level
State
level
National level
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Measures taken by BSNL Gujarat Telecom
Circle to increase consumer satisfaction.
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Installation of CDMA BTSs to cover all the areas of
Gujarat(290 BTSs installed)
Installation and improvement of GSM BTSs network
all over Gujarat.(1552 BTSs installed)
Launching customer friendly, easy to understand
schemes for Gujarat LKLB is the latest one.
Continuous maintenance and up gradation of existing
infrastructure like outdoor plants maintenance,
switching audit etc.
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CDR based billing(IOBAS) for all POIs (to avoid any
billing dispute with operator)
Single window concepts in various customer service
centers to cut down the delay due to procedures.
The timing of customer service centers has been
modified. CSC operates from 8 A.M. to 8 P.M.
Telephone billing and accounting has been fully
computerized.
After initiating the various measures, BSNL
commands 100% reliability in its telephone billing to
the customers.
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