Documented by Goa Desc Resource Centre Ph:2252660
Website: www.goadesc.org Email: [EMAIL PROTECTED]
Press Clippings on the web: http://www.goadesc.org/mem/
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---------------------------------------------------------------------- GOACAN observes BSNL Consumers Demands Day ---------------------------------------------------------------------- Consumer Forum activists from the villages of Socorro, Uccasaim, Tivim, Calangute, Bastora, Moira, Saligao, Aldona, Siolim, Nerul and Arambol observed BSNL Consumers Demands Day under the banner of Goa Civic and Consumer Action Network (GOACAN) at Mapusa at the office of the BSNL Area Manager, North Goa.
The activists armed with black flags and placards observed the Demands Day in North Goa District as part of the ongoing Consumer Rights Awareness Fortnight so as to highlight the problems faced by BSNL consumers.
A detailed memorandum on the problems faced by the BSNL consumers was submitted to Mr. Y. Sisodia, Area Manager Telecom (North) calling for immediate intervention in dealing with the problems. The problems highlighted in the memorandum are as follows:
Telephone Directories: The last Telephone Directory provided to all consumers was in 1999 and there after a few consumers got a Directory in 2001. This has resulted in a majority of the customers being without a Directory for the last 5 years putting consumers to great hardship in accessing new numbers.
Application Form for New Connection: Many consumers when applying for a land line are not informed of your policy of not giving a land line connection if dues are outstanding in the name of any family member or any person residing at the same address. The application form presently states dues should not be pending in the applicant's name. Such misleading information is causing tension to consumer due to no fault of theirs.
Internet Services: Many internet customers are faced with the problem of not being able to get connected for long hours. After getting connected they complain that the speed is very slow and therefore makes it a frustrating experience as the Internet Server is overloaded with accounts. Without providing adequate capacity BSNL continues to take in new accounts thereby discriminating against existing users.
Telephone Cables: Many of the consumers are not being provided proper cables from the Telephone poles to the instrument in the residence of the consumer. As the cables were broken at some point of time, there are a number of joints thereby causing disturbance when the line is in use. The concealed wiring within the residence has not been completed and in lieu of the same the consumer has not been given the necessary rebate in the matter.
Telephone Poles: Many consumers have still not been provided their cables from telephone poles and instead the cables have been tied to fruit trees and then taken to the residence of the consumer.
DP Boxes: Many consumers have still not got their cable connections from DP Boxes. In many cases there no DP Boxes on the poles and in many cases although there are DP boxes on the poles, the cables are not connected to the DP boxes. Many consumers in our villages have not benefited from underground cables and from DP boxes fitted at residences.
Excess Billing: A number of consumers have been faced with the issue of Excess billing as many calls made are not those made by the consumer. In such cases consumers are not able to have a clear procedure for redressal .Consumers need to be provided a list of locals calls made as well as these telephone numbers be put under observation.
A recent announcement in a local newspaper by BSNL stating that Excess billing complaints must be made within 30 days or will not be entertained is not acceptable. There needs to be a clear cut redressal procedure for handling excess billing cases and this needs to be made known to the customers at all Exchanges.
Call Centre Services: The various information services provided through dedicated telephone Numbers such 197 or 195 have been very unsatisfactory. More so, the consumers are being put on hold and even after being transferred to the Call Centre are made to wait. It is evident that the Call Centres presently provided are unable to cope with the traffic. Also sufficient publicity is not being given about which Numbers are toll free and which numbers are charged.
Copies of the Memorandum are being sent to Union Minister for Telecommunications, Members of Parliament Mr. Shripad Naik, Mr. Churchill Alemao and Mr. Eduardo Faleiro besides the Telecom Regulatory Authority of India (TRAI) in New Delhi.
--------------------------------------------------------------------------- GOA CIVIC AND CONSUMER ACTION NETWORK --------------------------------------------------------------------------- an initiative of GOA DESC RESOURCE CENTRE to promote civic and consumer rights in Goa --------------------------------------------------------------------------- GOACAN Post Box 78 Mapusa, Goa 403 507 Tel: 2252660 mailto:[EMAIL PROTECTED] website: www.goacan.org ---------------------------------------------------------------------------
