Notices issued to BSNL, MTNL for Service Quality: Notices have been issued to the state-owned BSNL, MTNL and India Posts by the Telecom Ministry after Ravi Shankar Prasad, Communications and IT Minister of India made a personal note of the complaints from people regarding the service quality on social media since July. Mr Prasad has more than 4.65 lakh followers on Facebook. He received complaints from people which are related to three departments under his ministry.
“Till date, 102 notices have been issued to departments under this ministry and 64 have been resolved. BSNL now has an official page on Facebook to connect with people,” an official said.
BSNL as well as other companies were asked by Prasad to use the social media. After that, the Ministry has conducted a workshop for the officers who were in-charge of public grievance redressal under each telecom circle. Also, an agency has been appointed by BSNL to look after the concerns shared on social media by the subscribers.
BSNL CMD Anupam Shrivastava said that the complaint monitoring system of the company on social media is already up and running.
“We have started training our officers to handle complaint on social media following the minister flagging the issue. Whenever we get complaint on our Facebook page, we start forwarding it to the customer care department, which then reaches out to the aggrieved customer,” he added. “BSNL reported operating profit after a long time and within 18 months of the new government coming to power. This is a sign of improvement in services.”
BSNL has also outsourced its call centre activity to a strong agency which takes care of such assignments for leading telcos. “Since we are deploying new equipment, our capacity to handle more customers is increasing. That is why we launched free night calling service as we can handle large traffic now. We have most widespread network in the country which we are rapidly improving,” Shrivastava said.
As per TRAI guidelines, consumers are allowed to register their complaints by giving a call to the customer care or simply by sending an e-mail to the telecom operator.
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