COMPLAINT OF MTNL LANDLINE PHONES

[Mahendra Kumar Gupta]

Sir,

MTNL has itself set a deadline of 48 hours for the repair of faulty landline phones but sometimes, it has been noticed that the fault rectification takes much more time.  For such eventuality, I have drafted some queries for asking from the MTNL through an RTI, which can be used by the members with suitable modifications. The list of PIO’s is available on the MTNL website.

Queries.

1.                 Fault identified on complaint.

2.                 Reasons for not rectifying the defect within deadline of 48 hours set by the MTNL and on attending the complaint on fourth day on continuance pursuance as the phone was put in order on 24^th April, 09. 

3.                 If there is any system to take action against the staff in case of unreasonable delay without any tangible reason in attending the complaint and rectify the defect. If so, kindly give details.

4.                 Whether MTNL compensate the consumer in case the defect is not rectified within the deadline or without any tangible and justified reason.

In case of new connection or rectification of fault only up to the guardroom of a CGHS:

5.                 Whether the MTNL is responsible only to provide current up to the guardrooms in the case of fresh installation of phone and in attending the complaints in societies even if the internal fittings etc. up to the consumer’s site are in perfect working order.  After the guard rooms, whether the consumers should make their own arrangements.

 

M K Gupta

[Ranjeet Kumar]

Mahesh ji,

 

As discussed with MTNL on previous occassion where my broadband was not working, official confirmed that MTNL is responsible for wiring upto cunsumer premise for DDA flats but upto the guard room for society flats.

 

I made several complain and after that MTNL personal dig out at gate of DDA flats Sec 10 and resolved my broadband problem.

I shall forward you those chain of mail, useful contacts are there.

--
Best regards,

Ranjeet Kumar
New Delhi
Email : ran...@ranjeetkumar.com

[REJIMON C K]

 Total No of Complaint under each category (No Dial tone, Disturbance, Others) under exchange (2805 xxxx) for the months of Jan, Feb, Mar, April (2009).

Total No of Complaint under each category (No Dial tone, Disturbance, Others) under exchange (2805 xxxx) for the months of Jan, Feb, Mar, April (2009) with automated IVRS 198.

Total No of Complaint under each category (No Dial tone, Disturbance, Others) under exchange (2805 xxxx) for the months of Jan, Feb, Mar, April (2009) with Email 15...@bol.net.in/1502/1503/1504 @bol.net.in

Average time taken for the complaints resolved for the exchange against total complaints under each cateogory.

Have the contanct number of concerned lineman and supervisory staff listed in Distribution boxes at DDA Pockets and Exchange Rooms or Termination Boxes at CGHS ?

Please provide the name of the agency granted contract to manage the calls received on 1500/1501/1502/1503/1504

How many lines were provided by the contractor for each numbers.

What is the average waiting time for reaching a calling executive.

The customer care excutives give POSITION NO. what does this no. mean and who records the no

In case any customer desired to speak to supervisor, on what no the customer needs to call.

Can a call centre execuive deny registration of complaint ?

How many calls were received which were requested to leave message to revert back.

Please provide how many calls were returned by the Call Centre executive under the contract with MTNL.

In the event of no call revert, can the customer claim deficiency of service, if soplease provide the name of supervisor to lodge application for claiming compensation.

As per set procedures and precedence, with how many days an email to be replied ?

Please provide the date of contract expires  of the current contractor handling customer calls and emails.

Please provide the name of the MTNL staffs , who supervise the staffs or monitor the staffs consumer handling at these consumer handling centres.

In case during the off hours (especially holidays), please provide the name of staffs who can be contacted for grievance in MTNL  concerning telephones of Dwarka SubCity.

 

many such question can find.. some solutions.. provided...

 

On Tue, Apr 28, 2009 at 4:33 PM, Mahendra Kumar Gupta <mkgup...@gmail.com> wrote:

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REJIMON C K.
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