‘ ‘ Status of Dispute Status of Dispute Settlement Mechanism in Settlement Mechanism in the Telecom, the Telecom, Broadcasting and Cable Broadcasting and Cable Sectors in India’ Sectors in India’ Satya Pal C.G.M.T. Gujarat Circle Presentation by 24th March-2007 24th March-2007 Panel Discussion Panel Discussion
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‘ Status of Dispute Settlement Mechanism in the Telecom, Broadcasting and Cable Sectors in India’ Satya Pal C.G.M.T. Gujarat Circle Presentation by 24th.
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‘‘Status of Dispute Status of Dispute Settlement Mechanism in Settlement Mechanism in the Telecom, Broadcasting the Telecom, Broadcasting and Cable Sectors in India’and Cable Sectors in India’
Satya Pal C.G.M.T. Gujarat Circle
Presentation by
24th March-200724th March-2007
Panel DiscussionPanel Discussion
Gujarat Telecom Circle
Honorable
Judge Supreme Court of India
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Hon’ble Mr. Justice Arun Kumar Chair Person
Mr. Vinod Vaish, Member, Former Secretary to the Govt of India.
BSNL Gujarat Telecom Circle Welcome
TDSAT Members
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BSNL Gujarat
Mr.Nripen Mishra,Honorable Chairman TRAI.
Mr. G.S.Grover,Member (services) Telecom. Commission
Mr. A.K. Sinha,Honorable CMD BSNL.
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BSNL Evolution
Bharat Sanchar Nigam Lim ited(BSNL)
w ith effect from 1-10-2000(as 100 % Govt ow ned com pany)
D epa rtm ent of T elecom O pera tion D epa rtm ent of T elecom Services
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
198 Service:
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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.
Second stage of grievance handling 12727 Services:
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Call Centers
•Toll Free Service
•24 Hour Service
•All Basic Phones inquiries
•Internet Inquiries
•Broadband Inquiries
•24365 (Gujarat BSNL-Mobiles)
•Toll Free Service
•24 Hour Service
•All Mobile Service inquiries, & GPRS Setting, Activation etc.
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Telephonic Calls:
To, 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
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
Customer Service Centers 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: Declared as visiting hrs for all the officers
of the rank of SDE, DE, DGM, GM, PGM, CGM.
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Telephone Adalats 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.