Post on 14-Jan-2016
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BHARAT SANCHAR NIGAM LTD
A presentation
On
Consumer Rights as per
TRAI Act 1997
by
BSNLMaharashtra Telecom Circle
CONSUMER PROTECTION ACT (COPRA) 1986
RIGHTS
1. Safety;
2. Information;
3. Choice;
4. Representation;
5. Redress and
6. Consumer Education
TELECOM REGULATORY AUTHORITY OF INDIA
Functions with regard to consumer
• Protect the interest of consumer
• Facilitate competition and promote
efficiency
• Monitoring the quality of service
• Settle dispute between service provider
and
group of consumers
• Ensure effective compliance of universal
service
obligations
QUALITY OF SERVICE PARAMETERS( Basic Services)
Parameter Short term before end of 12 months
Intermediate term before end of 24 month
Long term before end of 48 months
Averaged over a period
Provision after registration
<21 days <15days <7 days One quarter
No. of faults/100 subs/month
<12 < 7 < 3 One quarter
Fault repair by next working day
> 85% > 87% > 90% One month
CCR in local N/W
> 55% >60% >65%
Metering and billing credibility
< 0.2% < 0.15% < 0.1%
QUALITY OF SERVICE PARAMETERS ( Basic Services)
Parameter Short term before end of 12 months
Intermediate term before end of 24 month
Long term before end of 48 months
Averaged over a period
Grade of service
Junction between local exchanges 0.002
Same as short term
Same as short term
One quarter
O/G from TAX to Local Exchange 0.005
Same as short term
Same as short term
One quarter
I/C local to TAX 0.005
Same as short term
Same as short term
One quarter
I/C or O/G between TAXs 0.005
Same as short term
Same as short term
One quarter
% satisfied with provisioning of services
>80 >90 >95
QUALITY OF SERVICE PARAMETERS ( Basic Services)
Parameter Short term before end of 12 months
Intermediate term before end of 24 month
Long term before end of 48 months
Averaged over a period
Prompt ness to attend 95% request
- Shift
- Closure
--Additional Facility
< 7days
< 24 Hrs
< 48 Hrs
<5 days
< 24 Hrs
< 48 Hrs
< 3 days
<24 Hrs
< 48 Hrs
QUALITY OF SERVICE PARAMETERS ( Mobile Services)
Parameter Short term before end of 12 months
Intermediate term before end of 24 month
Long term before end of 36 months
Averaged over a period
Faults/ 100 subs/month
<3 <2 <1 One quarter
Fault cleared
Within 24 hours
>98% >99% 100% One quarter
Call success rate( within licensee N/W)
>98% >98% >99% One quarter
Call drop rate <4% <3.5% 3% One quarter
Billing complaint per 100 bills
<0.2% <0.15% <0.1% One quarter
QUALITY OF SERVICE PARAMETERS ( Mobile Services)
Parameter Short term before end of 12 months
Intermediate term before end of 24 month
Long term before end of 36 months
Averaged over a period
% satisfied with provisioning
>80 >90 >95
Overall customer satisfaction
>80 >85 >95
WHY CONSUMER GRIEVANCE ?
• Lack of awareness about
• Services
• Tariffs
• Procedures
• Sources of information
• Discrimination
• In provisioning of services
• In tariff structure
WHY CONSUMER GRIEVANCE ?
• Billing Problems
• Non/ Late receipt of bills
• Incorrect bills
• Slow redressal of billing complaints etc.
• Quality of Service
• Speech quality
• Call drop
• Coverage
• Delayed fault clearance etc.
BHARAT SANCHAR NIGAM LTD
Mechanism adopted for
customer care
and
redressal of consumer grievances
in
BSNL
QUALITY OF SERVICE
• Use of State of the Art technology
• Adequate and reliable media ( OFC and DMW)
• SDH rings for major exchanges
• Pole less network
• Close monitoring of fault rectification
• Time bound provisioning
• IVRS based fault booking
BILLING
• Fixed schedule of dispatching bills
• Pre payment reminders
• Issue of duplicate bills from CSC and
online
fax
• Online billing information through
internet
• Billing enquiry service
BILLING
• Payment at Multiple outlets like CSC,
Post
office, cash collection centre at every
taluka
HQ
• Payment through ECS
•Voluntary Deposit Scheme
• Cheque drop boxes
• Collection Vans
SIMPLIFICATION OF PROCEDURES
• Simplified application forms
• Online availability of forms
• Integration of commercial and billing
functions
• Migration to any plan simplified
• Easy provision of phone plus facility
• Single window access ( 1500)
CUSTOMER CARE
•Wide network of Customer Service Centres for
• Registration of new services• Migration to new plans for various services• Tariff information• Issue of duplicate bills• Payment of bills• Sale of ITC, Sancharnet cards, Recharge coupon, webfone cards etc.•Major CSCs operational 7 days a week from 08:00 AM to 08:00 PM.
CUSTOMER CARE
•Telemarts• On the spot issue of work orders for provision of NTCs.• On the spot handing over of telephone instrument.• Option to select the telephone number of his choice.• On the spot handing over telephone directory.• Information brochures.
CUSTOMER CARE
•Wide network of Franchisee and Business Associates for sale of
•Bfone•CellOne•Excel•Sancharnet•Tarang
•Directory of Telephone/ Yellow pages• Printed•CD ROM
CUSTOMER CARE
•Access to special services like• Police• Fire brigade• Ambulance • Child care• Accident and Trauma services• Railways enquiry• Air line enquiry• Trunk information• Directory information
TRANSPARENT TARIFFS
•Simple and easy to understand tariff
•No hidden charges
NON- DISCRIMINATORY APPROACH
•Services in all areas•Urban areas•Rural areas•Tribal areas
•Accessibility to all•STD/ Local PCOs at every nook and corner•Highway PCOs•IN PCOs
•On demand provision of services in most areas•Provision strictly as per waiting list in other areas
REDRESSAL OF GRIEVANCES
• Public Grievance Cells (SSA/ Circle/ Corporate)
• Telephone Adalats (SSA and Circle)
• Open house sessions.
• Easy access to all officers.
• Meetings with Members of Parliament.
• Meeting with consumer forums
and Grahak Panchayats
UNIVERSAL SERVICE OBLIGATIONS
• De facto the only operator providing telecom service in rural areas.
•Connection in rural areas : 1.2 crore•Village Panchayat Telephone : 5.06 lakh
•Public Call Offices ( PCOs)•Local : 7.88 lakh•STD/ISD : 8.06 lakh•Highway : 0.25 lakh
•Concessional rates for rural consumers•Proposal for Telecom Café in rural areas
BHARAT SANCHAR NIGAM LTD
OUR MISSION
TO PROVIDE WORLD CLASS TELECOM SERVICES ON DEMAND USING STATE OF ART TECHNOLOGY TO OUR
VALUED CUSTOMERS AT AFFORDABLE PRICE.
BHARAT SANCHAR NIGAM LTD
ACCORDINGLY WE AT BSNL ARE MAKING ALL EFFORTS TO PROVIDE BEST SERVICES TO OUR CUSTOMERS BUT AT THE SAME TIME WE STRONGLY BELIEVE THAT THERE IS ALWAYS SCOPE FOR IMPROVEMENT AND WE ARECONTINUOUSLY AT IT.