BSNL Customer Grievances Redressal Mechanism
Organization : Bharat Sanchar Nigam Limited
Service Name : BSNL Customer Grievances Redressal Mechanism
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Website :https://www.bsnl.co.in/
BSNL Customer Grievance
** BSNL has a well structured and multilayered Customer Grievances Redressal Mechanism including Customer Dispute Resolution Mechanism. The Customer Redressal setup in BSNL has been introduced right from the Corporate Office to SSA (Secondary Switching Area) levels.
Related : BSNL New Telephone Connection Online Application : www.statusin.in/9394.html
** BSNL strives to provide uninterrupted telecom services to the valuable customers. BSNL has an extensive grass root level Fault Restoration System (FRS) to book the complaints and ensure prompt rectification of any fault. For this customer is required to call Local Number 198 for booking/ registration of his complaint/grievance.
Customer may use following toll free “consumer care numbers” for booking their complaints at our Complaint Centres (Call Centres).
About Us :
Bharat Sanchar Nigam Ltd. was incorporated on 15th september 2000 . It took over the business of providing of telecom services and network management from the erstwhile Central Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1st October‘ 2000 on going concern basis.It is one of the largest & leading public sector units providing comprehensive range of telecom services in India.
The details are tabulated below:
| S. No. | Type of Service | Toll Free No. |
| 1 | For Basic Services including Broadband Services | 1500 or 1800-345-1500 |
| 2 | For CDMA & WiMAX Services | 1502 or 1800-180-1502 |
| 3 | For GSM Mobile Services | 1503 or 1800-180-1503 |
| 4 | For Broadband and Internet Services | 1504 or 1800-345-1504 |
| 5 | For Blackberry Services | 1505 or 1800-180-1505 |
| 6 | For MPLS and other Data Services | 1800-425-1957 |
** Customer may dial these “Consumer Care Numbers” to obtain general information on the respective service. Thus these numbers also act as “General Information Numbers”.BSNL is committed to provide state of the art Telecom services to its customers and comply with the quality benchmarks as prescribed by TRAI or set forth by itself from time to time.
a)Quality of service benchmarks set for customers of Wire Line connections/ Services :
| S. No. | Service Parameter | Time Limit for provision of service/ redressal of complaint |
| 1 | Provision of Telephone Connection | 100% within seven days(subject to technical feasibility) |
| 2 | Repair of Fault | (a) 100% within three days for urban areas and (b) 100% within five days for rural/ hilly areas (subject to technical feasibility) |
| 3 | Shifting of Telephone Connection | Within three days |
| 4 | Closure of Telephone Connection | Within 7 days |
| 5 | Percentage of Billing Complaints resolved within four weeks | 100% |
| 6 | Time taken for refund of deposit after closure | Within sixty days of date of closure |
b)Quality of service benchmarks set for customers of mobile services.:
| S. No. | Service Parameter | Time Limit for provision of service/ redressal of complaint(TRAI Benchmark) |
| MONTHLY BASIS : | ||
| 1 | Resolution of billing/ charging complaint | 100% within 4 weeks |
| 2 | Period of applying credit/ waiver/ adjustment to customer’s account | 100% within 1 week |
| 3 | Accessibility of call centre/ customer care | >= 95% |
| 4 | %age of calls answered by the operator (Voice to Voice) | >= 90% |
| 5 | %age requests for Termination/ Closure of service complied | 100% within 7 days |
| 6 | Time taken for refund of Deposit after closure | 100% within 60 days |
A lot number
CHOICE 9414837777
CODE 59
Bid 8000