Telecom Consumer Charter
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1 Telecom Consumer Charter FOR MAHANAGAR TELEPHONE NIGAM LIMITED Delhi unit O/o Executive Director: 2nd Floor, Khurshid Lal Bhawan Janpath New Delhi Website: Corporate office: 5th Floor, MDS, 9, CGO Complex, Lodhi Road, New Delhi Website:
2 1. Vision Become a total Telecom Solution provider company and to provide world class telecom services at affordable prices to all classes of customers. Become the largest provider of private Telecom Networks and Leased Lines. 2. Mission To remain market leader in providing world class Telecom and IT related services at affordable prices. 3. Standards of Services Provided: S.No. Services/Transaction Maximum Time Limit Remarks 1. Provision of a. New land line connection b. New BB connection Within 7 working days Within 15 working days 2. Shifting of a. land line connection b. BB connection 3. Fault repair of a. Landline b. BB connection 95% within 3 working days Within 7 working days As per TRAI norms As per TRAI norms As per TRAI norms Within 3 working days 99% within 3 working days As per TRAI norms As per TRAI norms 4. Billing/Metering complaints Within 4 weeks As per TRAI norms 5. Termination of Service Within 7 working days As per TRAI norms 6. Refunds Within 60 days As per TRAI norms Note:-The above standards/time limits are subject to constraints beyond control of MTNL, such as:- Technical feasibility (i.e. availability of network/capacity). Stores availability (such as Modem(CPE), Instrument, Dropwire etc), which may be short due to procedural delays for procurements while following the prescribed govt. procedures. Damage of cables/outdoor network due to digging by civic agencies/others Customer availability 4. Grievance Redressal Mechanism: Various options for booking of faults/ complaints which are available to MTNL customers & the same are listed below: Call Centers and Web-link: Telecom Call Center Nos. On line (Web-link) Service Landline 198, xxxx2198, 1500, Broadband 1504, In case the complaint is not redressed within specified time-limit or if customer is not satisfied, then to accelerate the redressal of his complaint, he can lodge appeal to appellate authority. The details of Appellate Authorities of MTNL are attached in Annexure-III and are also available on website of MTNL Delhi (
3 In addition, the customer has an option to lodge his grievance, in case of non-resolution of his grievances, on other platforms like: TRAI website: Public grievances to the central Government (Centralized CPGRAMS) website: 5. Stakeholders: Service Recipients/ Citizens/Clients: (i) Citizen of India (ii) Telecom subscribers including prospective and others (iii) Walk-in customers in Sachaar Haats/Customer Service Centers (CSC s) 6. Responsibility Centres/ Subordinate Offices: For Providing wireline telecom services like landline, broadband, leased lines, FTTH etc. in licensed service area of Delhi. (i) (ii) Area GMs (List attached at Annexure III) Divisional Engineers (Outdoor)/ AGM(Commercial)/Chief Accounts Officer (TR) (Lists attached at Annexures IV, V &VI) 7. Indicative Expectations from Service Recipients: (i) Submit duly completed application forms in all respects. (ii) Timely payment of bills/dues. (iii) Check website of the MTNL regularly for updates on policies, programs and procedures. (iv) Not to hesitate in contacting the concerned officer on telephone/ . (v) Stake holder should not hide facts in the applications, appeals, discussion, etc. (vi) To make available their address and Mobile Numbers through SMS, Call centre, Bill payment slip or on website ( 8. Charter will be reviewed on annual basis for possible revision, if any, based on the feedback received from various stakeholders.
4 Annexure-I Main Service/ Transactions S. No. Service/ Transactions 1. Provision of New land line BB/ BB combo connection Weight % Responsible Person (Designation) Ph. No. Divisional Engineer (Outdoor) Concerned division (list enclosed at Annexure-IV) Process Submission of completed CAF with required documents along with payment as per opted plan at concerned Sanchar Haat (list of Sanchar Haats attached at Annexure VIII) Scrutiny of CAF and documents Processing for approval Document Required Application Form alongwith requirement of documents and fee if any, is available on website Issue of Work Order Installation of connection with check of bonafide if found technically feasible Completion of work order and generation of billing data 2. Shifting of land line / BB Combo connection 3. Fault repair of Landline/BB connection Divisional Engineer (Outdoor) Concerned division (list enclosed at Annexure-IV) Divisional Engineer (Outdoor) Concerned division (list enclosed at Annexure-IV) Submission of Shift request with required documents at concerned Sanchar Haat/Commercial section (list of Sanchar Haats attached at Annexure VIII) Scrutiny of request and documents Processing for approval Issue of Work Order Installation of connection with check of bonafide if found technically feasible Booking complaints as mentioned in Grievance redressal mechanism and allotment of Docket No. to subs. Transfer of complaint to concerned staff Attending of complaint by concerned staff Testing of Tel and verification from Subs/intimation to Subs at registered Mobile Number. Closure of complaint in FRS system requirement of documents is available on website N/A
5 4. Billing/Metering complaints AGM(Coml) of area Concerned (list enclosed at Annexure-V) Submit application giving the details of complaint to PRO of Area concerned. (list of PROs enclosed at Annexure-VII) PRO Scrutinizes complaint, collects relevant data from various sources and submits the case to MRC committee MRC committee examines the case and decides accordingly N/A PRO coveys the decision to CAO(TR) 5. Termination of Service & Refunds Divisional Engineer (Outdoor) Concerned division (list enclosed at Annexure-IV) CAO(TR) implements the decision / award given by MRC committee (List of CAO(TR)s attached at Annexure-VI) Termination request alongwith required documents & deposit of outstanding dues, telecom equipment provided. Scrutiny of application and documents Issue of Work Order Disconnection execution Processing and approval of refund of security deposit by CAO(TR) (List of CAO(TR)s attached at Annexure-VI) Dispatch of cheque to the party requirement of documents is available on website
6 Annexure-II Service Standards S. No. Service/ Transactions Weight Success Indicators Service Standards 1. Provision of Achievement vis-à-vis a) New land line connection benchmark set by TRAI. 7 b) New BB connection Shifting of Achievement vis-à-vis a) land line benchmark set by TRAI. 3 b) BB connection 7 3. Fault repair of Landline/BB connection Unit Weight Data source Working days Working days Achievement vis-à-vis benchmark set by TRAI. 3 Working days 4. Billing/Metering complaints Achievement vis-à-vis benchmark set by TRAI. 5. Termination of Service Achievement vis-à-vis benchmark set by TRAI. CSMS system Coml record / CSMS system FRS system 4 weeks TR office records 7 Working days Coml record / CSMS system 6. Refunds Achievement vis-à-vis benchmark set by TRAI. 60 Working days TR records office
7 LIST of AREA GENERAL MANAGERS Annexure-III AREA Address Telephone No. FAX No. ID General Manager (B.C.P) 8, Bhikaji Cama Place, New Delhi? General Manager (West) General Manager (Nehru Place) 5th Floor, Room No.510, Administration Block Rajouri Garden, New Delhi Ist Floor, Nehru Place Telephone Exch. Bldg, New Delhi General Manager (North) General Manager (Central) General Manager (TY) Sanchar Parisar, Sector 3, Rohini, Delhi Doorsanchar Sadan, 2nd Floor, Lobby No.29, CGO Complex, N.Delhi G Block, DDA Shopping Centre, Preet Vihar, Delhi [email protected] [email protected] [email protected]
8 General Manager (East) Sh. Jawahar Lal Nehru Marg, Minto Road, N. Delhi
9 List of Divisional Engineers (Outdoor) Annexure-IV AREA Responsible Person Phone No (Designation) GM(Central) Divisional Engineer(Outdoor) Janpath Divisional Engineer(Outdoor) Kidwai Bhawan Divisional Engineer(Outdoor) Jor Bagh Divisional Engineer(Outdoor) CGO Divisional Engineer(Outdoor) Sena Bhawan Divisional Engineer(Outdoor)Rajpath CM(BCP) Divisional Engineer(Outdoor) BCP Divisional Engineer(Outdoor) CHY Divisional Engineer(Outdoor )VKJ Divisional Engineer(Outdoor-I) HK Divisional Engineer(Outdoor-II) HK GM(NP) Divisional Engineer(Outdoor-I) NP Divisional Engineer(Outdoor-II) NP Divisional Engineer(Outdoor-III) NP Divisional Engineer(Outdoor-I) OKH Divisional Engineer(Outdoor) SVR Divisional Engineer(Outdoor) TKB L/A Divisional Engineer(Outdoor) TKB GM(EAST) Divisional Engineer(Outdoor) DG Divisional Engineer(Outdoor-I) IDGAH Divisional Engineer(Outdoor-II) IDGAH Divisional Engineer(Outdoor)E TH Divisional Engineer(Outdoor)W TH Divisional Engineer(Outdoor)E KB Divisional Engineer(Outdoor)W KB GM(NORTH) Divisional Engineer(Outdoor-I) RHN Divisional Engineer(Outdoor) RHN,Sec Divisional Engineer(Outdoor) RHN, Sec [email protected] Divisional Engineer(Outdoor) SWR [email protected] Divisional Engineer(Outdoor) KPM [email protected] Divisional Engineer(Outdoor) BDL [email protected] Divisional Engineer(Outdoor) NRL [email protected]
10 Divisional Engineer(Outdoor) SKN Divisional Engineer(Outdoor) AVR Divisional Engineer(Outdoor) SMB Divisional Engineer(Outdoor) A Ngr [email protected] GM(TY) Divisional Engineer(Outdoor) MV-I [email protected] Divisional Engineer(Outdoor) MV-II [email protected] Divisional Engineer(Outdoor-III) LXR [email protected] Divisional Engineer(Outdoor-I) LXR [email protected] Divisional Engineer(Outdoor) KKD [email protected] Divisional Engineer(Outdoor-I) SHD [email protected] Divisional Engineer(Outdoor-II) SHD [email protected] Divisional Engineer(Outdoor-I) YVR [email protected] Divisional Engineer(Outdoor-II) YVR [email protected] GM(WEST) Divisional Engineer(Outdoor) RG [email protected] Divisional Engineer(Outdoor) SPR [email protected] Divisional Engineer(Outdoor) HNR [email protected] Divisional Engineer(Outdoor) DWK&NJF [email protected] Divisional Engineer(Outdoor/ID) DWK [email protected]
11 List of Assistant General Managers (Commercial) Annexure-V AREA Responsible Person (Designation) Phone No GM(North) AGM(Comml.) Badli AGM(Comml.) SKN Agm(comml.)RHN GM(East) AGM(Comml.) Idgah/DE(FRS) AGM(Comml)/DE(ID)KB AGM(Comm)/DE(FRS)TH AGM(Comml)/DE(OD) DG GM(NP) AGM(Comml.) NP AGM(Comml.) SVR GM(TY) AGM(Comml.) LXR AGM(Comml.) SHD GM(West) AGM(Comml.) RG AGM(Comml.) SPR AGM(Comml.) PVR AGM(Comml.) HN AGM(Comml.) NGL AGM(Comml.) JKP AGM(Comml.) DWK AGM(Comml.) Dabri AGM(Comml.) NJF GM(BCP) AGM(Comml.) BCP AGM(Comml.) CHY AGM(Comml.) HK GM(Central) AGM(Comml.) JP
12 List of Chief Accounts Officers Annexure- VI AREA Responsible Person Phone No (Designation) GM(NORTH) Chief Accounts Officer(TR) RHN Chief Account officer(tr)skn GM (NehruPlace) Chief Accounts Officer(TR) , GM(TY) Chief Accounts Officer(TR)LXR Chief Accounts Officer(TR)KKD Chief Accounts Officer(TR)SHD GM(Central) Chief Accounts Officer(TR)JB Chief Accounts Officer(TR)CGO Chief Accounts Officer(TR)KBN GM(BCP) Chief Accounts Officer(TR)HK Chief Accounts Officer(TR)BCP Chief Account Officer Chy GM(West) Chief Accounts Officer(TR) Chief Accounts Officer(TR)HNR GM(East) Chief Accounts Officer(TR)TH Chief Accounts Officer(TR)DG Chief Accounts Officer(TR)ID Chief Accounts Officer(TR)KB
13 List of Pubic Relation Officers Annexure-VII AREA Responsible Person Phone No (Designation) GM(NORTH) Pubic Relation Officer(MRC)RHN Pubic Relation Officer(NARELA) Pubic Relation Officer(SKN) GM(TY) Pubic Relation Officer(I) Pubic Relation Officer(II) Public relation officer(1) GM(EAST) Pubic Relation Officer(DG) Pubic Relation Officer(Idgah) Pubic Relation Officer(TH) GM(Central) Pubic Relation Officer(JB) Pubic Relation Officer(KBN) Pubic Relation Officer(RP) GM(NP) Pubic Relation Officer(NP) Pubic Relation Officer(OKH) Pubic Relation Officer(SVR) GM(BCP Pubic Relation Officer(BCP) Pubic Relation Officer(CHY) Pubic Relation Officer(HK) GM(West) Pubic Relation Officer(RG) Pubic Relation Officer(JKP) Pubic Relation Officer(NJF) Pubic Relation Officer(DWK) Pubic Relation Officer(PVR) Pubic Relation Officer(NGL) Pubic Relation Officer(DBRI) Pubic Relation Officer(DC) Pubic Relation Officer(SPR)
14 LIST OF SANCHAR HAATS IN MTNL DELHI Annexure-VIII S.No. Location of Sanchar Haats GM TRANS YAMUNA 1 Laxmi Nagar, Telephone Exchange Bldg. Delhi. 2 AGCR Enclave, L-5 DDA Market, Delhi 92 3 Madhu Vihar, I.P.Extn. Delhi 92 4 Pkt. IV, Mayur Vihar, Ph-I, Delhi 5 DDA Market, Mayur Vihar, Ph-2, Delhi 6 Dilshad Garden, Pkt. H, Delhi 7 Loni Road, Exchange Bldg, DDA Market. 8 New Zafrabad, DDA Market, Delhi 9 Naveen Shahdara, Raj Block, Delhi 10 Yamuna Vihar, Tele. Exch. Bldg. GM BHIKAJI CAMA PLACE 11 BCP Tele. Exch. Bldg Bhikaji Cama place, 12 Hauz Khas Tele. Exch. Bldg. 13 Mehrauli 14 Tele. Exch. Bldg., Chanakya Puri. 15 Khasra No.337/2 F/F, Mahipalpur, Delhi. 16 B/1, Tele. Exch, Bldg., Vasant Kunj, Delhi. 17 Asola Chandan Complex Building, Fatehpur Beri, ND 18 Vasant Vihar, Munirka Marg, ND GM NORTH 19 Shakti Nagar, Exch. Bldg. Delhi. 20 AD-Block, Shalimar Bagh, Delhi. 21 Virat Bhawan, Mukherjee Nagar, Delhi 22 Rohni, Sector-9, Delhi 23 Rohini, Sector-3, Delhi 24 Saraswati Vihar,Delhi 25 Keshav Puram Lawarance Road, Tele. Exch., 26 Tele. Exch. Bldg, Badli 27 CSC, Narela, DSIDC, Delhi GM EAST 28 Delhi GateTele Exch, New Delhi
15 29 Mahanagar Door Sanchar Bhawan, J.L.N. Marg, New Delhi Main Tele Exch Building, Tis Hazari 31 Main Tele Exch Building, Lothian Road, near GPO Delhi 32 Idgah Tele Exch Building, Faiza Road, New Delhi DDA Shopping Centre, Gulabi Bagh, Delhi Gate No-4, Tele Exch Main Building, Pusa Road, karol Bagh, New Delhi GM CENTRAL 35 Eastern Court Janpath Road, New Delhi Jeevan Tara Building, P/Street, New Delhi Tele Exch Jor Bagh, New Delhi Mahanagar Door Sanchar sadan, 9, CGO Complex, lodhi road, New Delhi GM WEST 39 Rajouri Garden Admn Block Grd Floor 40 3, CSC, DDA Market, Sunder Vihar (PVR) 41 Hari Nagar Tele Exch 42 AM office JKP, Janak Puri Telephone Exchange, Near Metro Station 43 Sanchar Haat Thana Road Najafgarh D, Dabri Tele Exch. Dabri 45 A.M office Dwarka, Sec-6, Tele Exch. Dwarka 46 O/o A.M. Delhi Cantt, Gopi Nath Bazar, Delhi cantt 47 Tele Exch Pandav Nagar, Shadi Pur 48 Telephone Exchange Nangloi GM NEHRU PLACE 49 Sanchar Haat, NP Tele Exch Building, 50 S/Haat, Okhla Tele Exch Building 51 Sanchar Haat, DDA Market, Pkt-E, Sartia Vihar 52 Pocket A-8, Kalkaji Extension, Tuglakabad
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