MANUAL FOR CONSUMERS’ EDUCATION AND

PREVENTION OF THEIR GRIEVANCES

KERALA TELECOM CIRCLE

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Table of Contents.

Page Nos.

1. About Us

2. Citizens Charter

3. Services We Provide

4. What We Require

5. Procedures and Rebates

6. Should You Require Any Help

7. What We assure

8. If You Have a Problem or Grievance

9. What Are Your Rights

10. Deductions From Prepaid Value

11. Information About Mobile Telephone Service

Coverage

Annexures. (To be appended by respective Circles)

1. Names and Contact Details of Nodal Officers

2. Name and Contact Detail of Appellate Authority

3. Form for Appeal

4. Various Application Forms

5. Information About Mobile Telephone Coverage

6. Any Other Information

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 ABOUT US

Kerala Telecommunications Circle, which was first formed as a

combined Postal and Telecom Circle in the year 1961, provides services to a
population of over 31 million people spread in 38,905 sq. Kms in the state
of Kerala, Union territories of Lakshadweep Islands and major part of the
Union Territory of Pondicherry. With effect from 1st October 2000, Kerala
Telecom Circle is part of Bharat Sanchar Nigam Limited, the largest
Telecommunication Company under Government of India.

Kerala Telecommunications has an impressive record in the growth,

development and modernisation of Telecommunication facilities in the
State. It has always been in the forefront in providing telecom facilities to
the people of Kerala. It was the first state in India to fully automatise
all telephone exchanges , the first to link all the exchanges through
the STD facility , the first to provide public telephone facilities in all
Panchayat Head quarters and the first to provide Public telephones
in every villages. Kerala Telecommunications has a large network of
modern digital switches linked through reliable and high capacity optical
fibre media. It has started providing Internet services in the State of Kerala
in a big way.

OUR MISSION

• To provide world class State-of-art technology telecom services to our

customers on demand at competitive prices.

• To provide world class telecom infrastructure in its area of operation

and to contribute to the growth of the country's economy.

OBJECTIVES

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 • To be a Lead Telecom Services Provider.
• To provide quality and reliable fixed telecom service to our customer
• To provide mobile telephone service of high quality and wide coverage through out
the Circle and become no. 1 GSM operator in Kerala Circle.
• To provide fast and reliable Broad Band access to the customers.
• To provide point of interconnection to other service provider as per their requirement
promptly.
• Contribute towards:
i. National Plan Target of 500 million subscriber base for the country by December
2010.
ii. Broadband customers base of 20 million in India by 2010 as per Broadband Policy
2004.
iii. Providing telephone connection in villages as per government proposition.
iv. Implementation of Triple play as a regular commercial proposition.

Kerala Telecom Circle, headed by Chief General Manager, is headquartered at

Trivandrum. The Circle Office is located at:
Bharat Sanchar Nigam Limited,
Office of the Chief General Manager,
Kerala Telecom Circle,
Doorsanchar Bhavan,
P.M.G. Junctuion,
Trivandrum-695 033

Organization

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 The Circle serves the state of Kerala, Union Territory of Lakshadweep and part of Union
Territory of Pondicherry viz. Mahe. There are 11 Major Secondary Switching Areas and one
minor secondary switching area at Lakshadweep. The addresses of the SSAs are as follows:-

Sl. Name of SSA Head Address

No.

1. Circle Office Chief General Doorsanchar Bhavan, PMG Junction, Trivandrum-

Manager 695 033

2 Trivandrum Principal General BSNL Bhavan, Uppalam Road, Statue, Trivandrum-

Manager 695 001

3 Quilon General Manager, Kadappakkada, Kollam-691 008

Telecommunications

4 Pathanamthitta General Manager, Telephone Bhavan, Tiruvalla-689101

Telecommunications

5 Alleppey General Manager, Pitchu Iyer Junction, Alleppey-688 001

Telecommunications

6 Kottayam Principal General Pulickans Complex, Nagampadam, Kottayam

Manager

7 Ernakulam Prtincipal General BSNL Bhavan, Ernakulam, Kochi- 682 016

Manager

Trichur Principal General SC-ST Development Corporation Building, Palace

Manager Road, Trichur-680 080

9 Palghat General Manager, Sanchar Bhavan, T.B. Road, Palakkad-678 014

Telecommunications

10 Malappuram General Manager, DPO Road, Malappuram-676 505

Telecommunications

11 Calicut Principal General Balan K Nair Road, Kozhikode-1

Manager

12 Cannanore General Manager, Thavakkara, Kannur-670002

Telecommunications

13 Lakshadweep Telecom District Janpath, Kavarathy - 682555

Manager

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Our Registered and Corporate Office is located in New Delhi at the
following address:-

Bharat Sanchar Bhavan.

Harish Chandra Mathur Lane
Janpath, NewDelhi-110001

CITIZEN'S CHARTER

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SERVICES WE PROVIDE

Kerala Telecommunications serves its customers as a one stop solution to all

telecommunication needs with possibly the largest bouquet of telecom
services; Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier
service, MPLS-VPN, VSAT, VoIP services, IN Services etc. and offers vide
ranging & most transparent tariff schemes designed to suite every
customer. The tariff thereof can be viewed in detail at our web site
www.keralatelecom.com . The services being offered by us are:

(A) Telephone Services

(A)(1)New Phone Connection (on land line or WLL according to feasibility)

Phone connections can be Permanent Connections, Temporary

connections or Casual connections

Permanent connections are available in the following categories to

suit different subscribers

Sl. Name of Scheme Details

No.
(a) Tatkal New telephone connection under this
scheme are provided within 15 days
subject to technical feasibility.
(b) OYT-General This scheme is open to all. A nominal
advance OYT Deposit is to be done to
book telephone
(c) OYT Special Retd. Officers of PSUs, Statutory Bodies
and Foreign Exchange Earners / NRIs etc.
are eligible to apply under this category.
(d) Non-OYT General This scheme is open to all
(e) N-OYT Special Doctors, Advocates, Judicial Officers,
Qualified Nurses & Midwives, Blind
persons..... are eligible for this category.
(f) Non-OYT Freedom Fighters & Spouse of Freedom
Swatantrata Fighters are eligible for this scheme
Senani Scheme
(SWS)
(g) N-OYT SS Foreign Missions & Embassies, UN

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 Organizations, MPs, MLAs & Municipal
Councilors, Distinguished Persons.... are
eligible for this scheme.
(h) Non-OYT-G-SE- Employees of DoT and BSNL are eligible for
DOT registration under this category
(i) BSNL Sulabh Under this scheme B-fone with only
incoming calls can be taken. Outgoing calls
can be made using India Telephone Card

Temporary Connections are provided for short period for

emergency requirements of purely temporary nature. Temporary
connections are to be provided for a maximum period of 3 months at
a time in the case of private individuals and 6 months at a time in the
case of Government Offices. The charges for the entire period along
with security deposit, installation charges and rentals will be collected
in advance. No waiting list is maintained for this category.

Casual connections are provided to applicants for social/religious

functions, marriages, exhibitions etc., for a period not exceeding 30
days.

(A) (2) Shift And Transfer Of Telephone (on land line or WLL according to
feasibility)

Shift can be classified into two, local shift and All India Shift. Local Shift means shift of
telephone to another address within the SDCA in which the phone is working.

Shift of telephone to a site situated beyond the SDCA is termed as “All India Shift”.
Both working telephone as well as Registration for telephone connection can be shifted
to a new location. Connections provided under any category except TATKAL scheme
are eligible for shift on All India basis. Telephone can be shifted to any place all over
India. The subscriber who wants to shift the telephone on All India basis may submit an
application form meant for All India shift in duplicate along with the last paid copy of the
bi-monthly rental bill to the Customer Relations Centre of the area office. After closing
the telephone accounts, the Commercial Officer will issue a Surrender Certificate to the
new exchange system with a copy to the subscriber. After getting the surrender

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 certificate, the subscriber should have to apply in the new area. The inter-state shift will
be carried out within 30 days subject to technical feasibility. The feasibility conditions for
shift of the telephone will be examined by the new area and the action will be taken
accordingly. If the telephone could not be shifted due to technical reasons in the new
area, with the concurrence of the subscriber the telephone will be taken into safe
custody till the shift becomes feasible or it will be wait-listed and released as the
position improves.

Registrations made under OYT, NON-OYT General and NON-OYT Special categories
are eligible for transfer to anywhere in India, provided the registration fee at the new
station is either the same amount or higher than one paid at the old station.

(A) (3) Fixed Line Pre-paid (FLPP)

FLPP Service enables a subscriber to make calls from a prepaid account linked to his
telephone number. Unlike the prepaid card ‘ITC’ service, where the authentication is
done every time through a 16-digit PIN the authentication of FLPP is linked to his
telephone line & the user is not required to dial the Account number/ PIN for
authentication making it simpler to use

There can be four types of FLPP accounts namely - PCO FLPP Account, PCO Local
FLPP Account, General FLPP Prepaid Account and General FLPP Prepaid + Post paid
Account. However please check from BSNL website or nearest BSNL office or BSNL
help desk as to which type of services are in operation at present.
FLPP service can be accessed from Fixed Line as well as WLL networks. However
BSNL will announce from time to time the type of exchanges from where this service
shall be available. Presently it is available from OCB-283, AXE-10, EWSD, 5ESS and
E10B type of exchanges.

(A) (4) Phone Plus Services

The phone plus services include:

(a) Call Waiting [Dial 118 and get the acceptance tone similar to the engage
tone but with a longer gap between the beeps. Dial 119 and get the
acceptance tone]
(b) Abbreviated Dialling (A maximum of 20 numbers can be
programmed for abbreviated dialing. It is ideal for STD/ISD), Hot Line [To
be connected directly to a pre-determined number as soon as the handset is
lifted, without dialing]
(c) Call Transfer / Call Forward [Dial 114 followed by the telephone
number for which the call is to be transferred. He will get the acceptance tone.
Dial 115 and wait for acceptance tone.]

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 (d) Automatic Wake-up / Reminder Service [Dial 116 (the
registration code) followed by the time you wish to be reminded or worken-up
at 06.15am(06.15hrs), you will dial 1160615. Dial 117 (the cancellation code)
followed by the time you booked the call]
(e) Number/ Call Hunting Facility (Suitable for hospitals, commercial
establishments etc. If you have more than one telephone line, this facility is
very helpful for your caller. If the called line is engaged, your caller does not
have to disconnect and dial other line(s). This facility automatically transfers
the incoming call to whichever line is free)
(f) CLIP [The subscriber has to buy separately the CLIP display device from
market. Using this facility you can see the number of the calling party
before lifting your telephone. Very useful to trace malicious caller. However,
the CLIP instrument shall be procured and installed by the users
themselves]
(g) CLI Announcement Service (Dial 164 to know one’s own telephone
number, in case of doubt]
(h) Phone Bell check [Dial 161 to check the ring tone of your telephone;
Useful for checking functioning or adjusting volume of bell of your phone]
(i) Dynamic Barring facility [It is a 100% protection against improper use.
You can lock/allow Local, STD or ISD calls in many way viz. all calls allowed,
only local calls allowed, only STD & Local calls allowed, all outgoing calls
barred etc.], Call Conferencing [With this service telephonic conference can
be set up within 3 or more parties. This service is available subject to
technical feasibility]

All the phone plus services are available free of cost to

customers.

(B) Wireless in Local Loop (WLL)

WLL (Wireless in Local Loop) is an emerging Access Network technology based on
CDMA (Code Division Multiple Access) principle. This technology is very much useful
for providing cost effective mobile service, for providing wireless telephone connection
in areas where provision of land line telephone connection is not feasible.
There are two types of WLL connections – Fixed Wireless Terminal (FWT) and Mobile
Terminal (MT)

BSNL's WLL service is the most reliable and affordable service giving you
the best of both fixed line telephony & Mobile telephony. It offers host of
value added services at virtually no cost to our esteemed subscribers.
Advantage of WLL mobile - The biggest advantage is No Air time charges. All Incoming
calls are free of cost. Outgoing calls are charged at the same rate as land line call.

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BSNL WLL mobile gives facilities of mobile telephone at same cost of land line
telephone. However, the mobility of the phone is limited to the SDCA in which the
phone is connected.
Facilities that WLL mobile offers - WLL has most of the features of a normal telephone
like: Dynamic STD/ISD locking. Call waiting / Call transfer Calling line identification Call
forwarding Data / Fax transmission (upto 14.4.kbps). Morning alarm / Hotline STD/ISD
call details along with the bill

BSNL WLL-M offers you a host of value-added services:

Voice-mail service: 24 hour personal call answering service

Call waiting: allows you to receive an incoming call while already engaged in one
call
Call hold: allows you to put a current call on hold and make a second call
Call divert: allows you to divert calls within your SDCA
3-way call conferencing: allows a conference between 3 persons from your
mobile handset
CLIP (Caller Line Identification Presentation): enables you to view the number of
the calling person when you receive a call
CLIR (Call Line Identification Restriction): enables you to block presentation of
your own number on a called person's phone
Dynamic STD/ISD locking.
Data / Fax transmission (upto 14.4.kbps).
Morning alarm / Hotline

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(C) Mobile Phone

BSNL Mobile gives you all India roaming facility and International
roaming facility to over 300 countries. There are two types of
connections viz. CellOne (Post paid) and Excel (Prepaid).

(C) (1) Cell One – Post paid

As a BSNL Mobile subscriber you will enjoy benefits like:

No security Deposit if you are an existing BSNL subscriber

No security deposit or monthly rental for national roaming
facility in Plan-325 & 525
Voice Mail recording and receiving facility free.

CLIP free

Call waiting and Call holding facility free

Missed call alerts by SMS - free of cost

For more details refer to our website www.keralatelecom.com or

contact your nearest Customer Service Centre.

(C) (2) Excel - Prepaid

BSNL Mobile prepaid service offers you a host of value added services
and unmatched features not found in any other Cellular service. All
India roaming facility is also available on BSNL mobile prepaid
service.

(C) (3) Unified Messaging

This provides Voice mail, FAX, e-mail, text to voice services on your
mobile phone.

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(C) (4) GPRS / WAP / MMS

The Cellular Mobile subscribers of BSNL who have the GPRS

subscription, now have access and download the rich content like
Polyphonic ringtones, Truetones, Realtones, MP3 tones, SMS tones,
Themes, Color wallpapers, JavaGames, etc thorugh the website
(www.cellone.in) as well as the WAP site (wap.cellone.in). The
detailed catalogue of the content can be seen either at the above
website or the WApsite.
The subscribers interested in knowing about how can they subscribe
to GPRS of BSNL need to send "GPRS" as SMS to short code "3733".

(C) (5) SMS & Bulk SMS

Mobile to Mobile Messaging is a revolutionary new means of

communication that allows BSNL mobile subscribers to send a short
text message instantaneously to any other mobile subscriber. You can
type down the message and send it to any mobile. The message can
be of 160-character length including spaces, punctuation and special
characters. The system sends the confirmation about the delivery of
the message to the sender as soon as the message is delivered. If
the called number is busy or out of coverage area, the system
periodically monitors the status of the called number and sends the
message as soon as it becomes active. BSNL provides national and
International SMS facility to its post and pre-paid customers at very
cheap price.

(D) Internet

(D) (1) NetOne (Dial-up Internet)

BSNL provides the following types of connections to access Internet to

customer. To get any of these connections, please contact BSNL
Telecom Office or nearest Customer Care Center.

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(D) (1) (i) PSTN dial up access

BSNL internet service offers flexible options of access plans for PSTN
dial-up in various slabs of 25,50,100, 200, 500 and 1,000 hours. With
Sancharnet dialup account you get all India roaming advantage which
is not available with any other ISP because you can access
sancharnet internet by dialing '172233' from any city in India.

You can choose the plan according to your requirement.

For more details refer to our website www.keralatelecom.com or

contact your nearest Customer Service Centre.

(D) (1) (ii) ISDN dial up access

Enjoy blazing fast Internet surfing and download speeds in 64 and

128 Kbps ISDN dial up connections. The uniform all India access
no. for ISDN access is '172225'.

For more details refer to our website www.keralatelecom.com or

contact your nearest Customer Service Centre.

Leased line access

Enjoy round the clock internet connectivity at speeds varying from

64 Kbps to 45 Mbps. various plans are available to suit different
needs. ISDN dial backup packages for Internet Leased Line Customers
are also available.

Account free Internet dial up access based on CLI

Duration based Dialup Internet Service(CLI based) is a unique method

providing Internet service in which the Customer can access the
Internet service from any telephone through dial up. The service
allows automatic registration on first LOGIN. The authentication will
be based on CLI of the telephone with the password supplied by the
caller. The charging is totally usage based and the service is a post
paid service like normal PSTN.The billing will be separate based on

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 the duration of use and will be charged to telephone bill(CLI based) as
Internet access charge at the prescribed rate. The service is available
in selected cities.The access no. of this service is '172222' in all
cities.

CLI based dial up internet service is also available for ISDN customers
now.The access no. of this service is '172223'. This service is
presently available in selected cities

(D) (2) Data Service [High Speed Internet] – Wireless - on CDMA

2000 1X EVDO WLL

BSNL has launched Data Services on CDMA 2000 IX by using BSNL Internet
Connect Card (ICC). The CDMA IX ICC will provide Internet Service @144kbps
to computer users on their laptops as well as on desktops. This service will be
available in all those locations wherever CDMA IX MSC based coverage is
there. However, during roaming the said Internet connectivity will not work at
present. The following two types of data Cards will be available for BSNL
customers:

(A) Network Interface Card (NIC) : For internet speed up to 144 Kbps.

(B) EVDO Card : Internet speed up to 2.4 Mbps*

For terms and conditions and tariff refer to our website www.keralatelecom.com

(D) (3) Broadband Internet - Wireless

Broadband service is based on DSL technology (on the same copper

cable that is used for connecting telephone). This provides high speed
internet connectivity upto 8Mbps. This is always - on internet access
service with speed ranging from 256Kbps to 8 Mbps.

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 Wi-Fi

Wi-Fi Services have been introduced for providing high speed internet
access at convenient public locations hereunder called as Hot Spots.
Installation of Hot Spots is already under process at various cities/
locations. Hot Spot Type-A is applicable for public utility services like
Airports, Railway Stations, Universities and their campus etc.

(E) Broadband (DataOne)

Broadband refers to a connection that has capacity to transmit large amount of data at
high speed. Presently a connection having download speeds of 256 kbps or more is
classified as broadband. When connected to the Internet such a connection allows
surfing or downloading much faster than a dial-up or any other narrowband
connections. BSNL offers 2 Mbps minimum download speed for its Broadband
connections

BSNL’s Broadband is broadly classified into two plant viz. Home Plan and Business
Plan

Both of these connections offer high speed Internet access respectively for home and
office environment. In BSNL Broadband for business connecting more than one
computer may be allowed along with other features like extra email addresses, domain
name, web hosting space , static IP (Select Plans only) etc.
For more details refer to our website www.keralatelecom.com or contact
your nearest Customer Service Centre.

Co-Location Service
Web Co-location is an easy and cost effective solution to house a company's
powerful infrastructure without losing the administrative control on the
equipments.

Web Hosting

Web hosting is a service that allows users to post Web pages to the
Internet. It allows users to publish their own information resources to any
Internet user interested in accessing them.

For more details refer to our website www.keralatelecom.com or

contact your nearest Customer Service Centre.

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(F) MPLS VPN (Multi-protocol Label Switched VPN)

MPLS VPN is a technology that allows a Service Provider like BS NL to have complete
control over parameters that are critical to offering its customers service guarantees
with regard to bandwidth throughputs, latencies and availability. The technology
enables secure Virtual Private Networks (VPN) to be built and allows scalability that
will make it possible for BSNL to offer assured growth to its customers without
having to make significant investments. BSNL would now be geared to provide
Bandwidth on demand, Video Conferencing, Voice Over IP (VoIP) and a host of
other value added services that could revolutionize the way a corporate business
works!

MPLS based VPNs reduce customer networking complexity, costs and totally do
away with the requirement of in-house technical work force. Rather than setting up
and managing individual point-to-point circuits between each office using pair of
Leased Lines, MPLS VPN customers need to provide only one connection from their
office router to a service provider edge router.

BSNL has tied up with various Networking solution providers to provide end-to-end
solution to its valued customers, including Customer End (CE) routers and other
networking components.

(G) ISDN
ISDN Has emerged as a powerful tool worldwide for provisioning of different
services like voice, data and image transmission over the telephone line through the
telephone network. Services offered by ISDN are:
Normal Telephone & Fax (G3)
Digital Telephone -with a facility to identify the calling subscriber number and other
facilities.
G4 Fax
Data Transmission at 64 Kbps with ISDN controller card
Video Conferencing at 128 Kbps
Video Conferencing at 384 Kbps (Possible with 3 ISDN lines)

(H) Leased Line

To transmit data between computer and electronic information devices, BSNL
provides data communication services to its subscribers. It offers a choice of high,
medium and low speed leased data circuits as well as dial-up lines. Bandwidth is
available on demand in most of the cities. Managed leased Line Network (MLLN)
offers flexibility of providing circuits with speeds of n x 64 Kbps up to 2 Mbps.
Useful for internet leased lines and international principle Leased Lines (IPLCs).

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For dedicated point to point speech, private wire, tele-printer and data circuits are
given on lease basis. Leased circuits are provided to subscribers for internal
communication between their offices/factories at various sites within a city/town or
different cities/town on point to point basis, or on a network basis interconnecting
the various sites.

Services:-

Speech Circuits (Hot Line or Private Wire) - Local or Long distance circuits
within two locations in a city or between two different cities provided for the same
applicant. The Terminating equipment at both ends is telephone without dialing
facility. Both way signaling and speech is possible.

Data Circuits - Local or Long distance data circuits at different speeds viz. nx64
kbps and 2 mbps. Data Circuits are of different types

Point to Point Data Circuits - Local and Long Distance

Private Data Network - More than one Local or Long Distance e l ased circuits
converging on a location such that data from one leased circuit can be transferred
automatically to another leased circuit for the same subscriber

Closed User Group - Leased circuits can be used by more than one legal entity if
they form closed user group. The following categories of user groups constitute
closed user groups for the purpose of licensing Private Telecom Networks.

Telegraph and Tele-printer Circuits - Local and Long distance Telegraph and
Tele-printer Circuits

International Leased Circuits: Provided through VSNL

Managed Leased Line Service(MLLN): The MLLN is a Managed Leased Line

Network system which is proposed to provide Leased line connectivity. The State-
of-the-art technology equipment MLLN is designed mainly for having effective
control, monitor on the leased line so that the down time is very much minimised.

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(I) Intelligent Network

Recognizing the rising expectations and requirements of the customers, BSNL

endeavors to harness the rewards of telecom revolution. Towards this, we have
redefined the term 'telecom service' by introducing value added services in the form
of intelligent network.

This technology makes possible, time and cost effective services, optimized
solutions, meeting the exact needs of the custome rs, in additional business for you.

Intelligent Network provides a framework to create various services in a centralized

place independent of the switch. In IN, calls generated by a subscribers are routed
(Circuit Switched) to the nearest Service Switching Points, which in turn , consults,
the Service Control Points (SCP) on high speed CCS 7 links to get the necessary
information for further routing of the call. IN Services can be used by subscriber
connected to any type of exchange using existing telephones.

Services Offered in this category are:

(I) (1) Free Phone Services –Call charges paid by the called person. Ideal for service
and Tourism industry.

(I) (2) Premium Rate Services - A great tool for professionals to sell priced
information/consultation on phone

(I) (3) India Telephone Card - A pre-paid facility for making local,STD or ISD calls from
any telephone. This is an access code based service, all IT Cards calls are preceded by the
code 1802xyz as shown in the IT Card.

(I) (4) Call Now Cards - BSNL has launched new STD/ISD calling cards under the Brand
name “Call Now”. The cards are available for various denominations so that customer
can chose the same according to his convenience. The details regarding the cost,validity
,jurisdiction can be obtained from nearest customer care centres and also through our
website.

(I) (5) Virtual Private Network - Normal telephones programmed to work as cheaper
and flexible - nationwide - private network. The Voice VPN service enables the subscribers
to establish a private network using public network resources.

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(I) (6) Universal Access Number - A unique number nationwide

The service subscriber can be reached nationwide under a unique IN number. The
calling user will pay the charges upto SSP as per local / STD rates ( to be charged at
local exchange ) and the called subscriber will pay from SSP up to destination
(through detailed billing at SSP ). A number of destination number can be
designated to an UN number.

(I) (7) Universal Personal Number - A unique personal number nationwide

A subscriber to this service can receive or make calls using his Universal Personal
Number from any BSNL phone. The subscriber will be given some management
codes and password. Using that he can convert/reconvert any BSNL phone into his
Universal Personal Number. All the calls made by subscriber using his UPN will be
billed at his UPN by the IN platform. The subscriber will be able to get all his calls
incoming on the UPN number anywhere in India

(I) (8) Televoting - for conducting opinion polls and surveys using BSNL network.

(I) (9) Account Calling Card - For those who want to have a permanent account with
BSNL can make use of this service. This is similar to India Telephone Card

(J) Video Conferencing

Video Conferencing service allows multiple participants to converse with each other
regardless of their location through the video end-points or Personal computers. It
involves Video and Audio communication. A video conference subscriber can add two
or more video participants in a particular conference. The customers can schedule their
video conferences through the Web. The video conferencing service can be availed by
any user through IP or ISDN interface. The service is available to existing BSNL
subscribers only. The Video end-point required for conferencing should be ITU -
H.323/H.320 compliant. Any conference scheduled can have both Dial-in and Dial-out
participants on either IP or ISDN. The customer will have to procure the video end-
point from the market. Personal computer user can download the software called
"PVX" from BSNL's Video Conferencing Portal to avail the Video Conferencing facility
with their web-cam. This software will be made available shortly at BSNL's Video
Conferencing Portal .

(K) Audio Conferencing

Audio Conferencing service allows multiple participants to converse with each other
regardless of their location through the normal fixed line telephone or cellular phone.

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(L) EPABX

BSNL permits telephone subscribers to use their own PABX/EPABX connected to the
BSNL network under certain commercial/technical conditions :

? The type of Subscriber owned EPABX should be approved by BSNL

? External extensions outside subscriber's premises will be permitted only on the specific
approval of the concerned authority and charged as per departmental tariff.

CENTREX - Cost-Effective & Contemporary Facility For large Corporate & Small Business Houses
It is central office based communication service which integrates all your multi located
Telephone lines (Existing and New) into a single highly functional communication group with more
distinctive features without any additional equipment (like EXABX) at your premises

CENTREX offers the following features :-

Features Facilities

Intercom dialing Short code within Group

Second Dial tone to access PSTN Optional

Distinctive Ringing Intercom/PSTN

Directed Call Wait Caller activated call wait.

Direct Inward Dialing

Direct Outward Dialing

Multi-location Capabilities Integrates all your establishments into a Group

Unlimited growth

Location Dialing Integrates your existing PBX's

In addition to above distinctive feautres subscribers can have all the existing normal features like -
wake up call, call wait, Dynimic lock, Abbreviated Dialling, Hot line etc

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(M) High Speed Satellite based VSAT Network (HVNET)
HVNET of Department of Telecom Services, provides high speed data transfers (up to
64 Kbps) and voice communication service covering the entire country.

(N) Remote Area Business Message Network (RABMN)

RABMN provides instant data communication between computers and data

terminals. This is a satellite based network that provides communication to any remote
part of India

(O) INMARSAT - Subscriber dialed INMARSAT services from Shore to Ship,

Ship to Shore and Ship to Ship in Indian region are operational in the BSNL
Network.

2
WHAT WE REQUIRE

(Terms and conditions of services offered by the BSNL)

Our telecom services are offered subject to the following general terms and
conditions:

i) The services are for bonafide use of the customer/his

family/organisation.

ii) Any person , including foreign national with valid passport, who is
major (In case of minor , through guardian) can apply for a
telecom service.

iii) The subscriber shall not allow use of the telecom service offered to
him for any unlawful activity.

iv) The provision of service is subject to the directions issued by

government from time to time.

v) The fixed services are meant for specified location and the
subscriber is not authorized to shift the same without permission of
BSNL.

vi) The services are offered subject to regular payment of bills by the
subscriber failing which BSNL may suspend temporarily or
disconnect or withdraw the service at its sole discretion.

vii) While BSNL shall endeavor to ensure un-interrupted service of

reasonable quality, it can not be held responsible for any deficiency
or interruption in service due to reasons beyond its control.

viii) BSNL at its sole discretion may revise the tariff rate subject to
TRAI regulations.

ix) The services can be suspended without prior notice by BSNL in the
interest of public safety or maintenance of law and order or other
such exigencies.

Note: In addition to above, terms and conditions specific to any service

or service area including Tariff are available along with the Application
Forms or can be had from local BSNL offices or downloaded from our
website www.keralatelecom.com

2
PROCEDURES AND REBATES

Procedure for shifting and transfer of telephone, provision of

Accessories and customer premises equipment (CPE).

Shifting: The customer is required to submit application in the prescribed
format available in local BSNL office to the Customer Service Centre of the
area. The application can also be down loaded from BSNL website
www.keralatelecom.com .

Eligibility for shifts: The telephone should have worked for one and a half
years or registration date of telephone falls within release period of
general/spl category in the exchange to which it is required to be shifted.

Transfer of telephone: Transfer of telephone is permitted after issue of

first bill without any pre condition. The application should be in prescribed
format.

Provisions of accessories and CPE: BSNL provides telephone

instruments and internal wiring at the premises of the new customer. The
customer is free to provide his own telephone instruments and/or internal
wiring and the following rebate is allowed in that case:-

Rebate in installation charges on provision of internal

wiring/instrument by subscriber:

A rebate is admissible in installation charges as mentioned below if internal

wiring and/or instrument is provided by the subscriber himself:-

Items provided Rebate to be allowed

by subscriber
Exchange system with Exchange system with
himself
less than 500 lines more than 500 lines

Internal Wiring Rs. 100/- Rs. 250/-

only

Instrument only Rs. 200/- Rs. 250/-

2
Both Internal Rs. 300/- Rs.500/-
wiring and
instrument

SHOULD YOU REQUIRE ANY HELP

(Call Centre or help line numbers)

BSNL strives to provide uninterrupted telecom services always, we do

have an extensive infrastructure to attend any service related problem on
‘198 service’ whereby the subscriber has only to call local number 198 for
booking and ‘no delay’ rectification of fault. It may please be noted that
fault booking on local ‘198’ results in the quickest rectification of fault and
is mandatory for claiming any rebate on the fixed charges, if the fault is
prolonged for any unexpected reasons.

If the fault prolongs, the customer is free to contact the Public

Grievance Redressal Cells functioning at all SSA/Circle Headquarters by
dialing the following toll-free numbers:-

SSA PG Cell 12728

Circle PG Cell 12727

However, they can also use following toll free numbers for booking of
their problems at our Call Centres set up for Basic Telephone, Mobile

2
Services, Broadband and other Data Services. Should they require further
help, they may also contact the designated Nodal Officers in their own SSA.

• For basic services including broadband services:1500 (toll free

number)

• For GSM Mobile services: 9400024365 (toll free number).

• For Broadband &Internet services:1800-424-1600 (toll free number).

• For MPLS & Other Data services: 1800-425-1957 (toll free number).

Names and designations of nodal officers of the SSA/circle along with

their e-mail, contact telephone numbers, facsimile numbers and address
of the nodal officers and the appellate authority are given in Annexure-
I and also can be seen on our website www.keralatelecom.com

2
WHAT WE ASSURE

(The quality of service benchmarks)

BSNL is committed to provide state of the art uninterrupted Telecom

services to its customers and comply with the quality benchmarks as
prescribed by TRAI or set forth by itself from time to time. Failing these
benchmarks, provision exists for rebates as prescribed for various services
as following :

(A) Quality of service benchmarks (including provisions relating to rebate)

as admissible to consumers for Basic services (wired line), basic service
(wireless) and cellular mobile telephone service. The following benchmarks
are prescribed:

Serial Service Parameter Time Limit for service

request or redressal of
Number
complaint
(1) (2)
(3)

(i) Provision of Telephone All cases within seven days

(subject to technical
feasibility)

(ii) Fault Repair Within three days

(iii) Shift of Telephone Within three days

(iv) Closures Within twenty four hours

(v) Percentage of Billing All billing complaints to be

Complaints resolved within resolved within four weeks.
four weeks

(vi) Time taken for refund of All cases of refund of deposits

deposits after closure to be made within sixty days
after closure.

2
(B) Quality of service benchmarks (including provisions relating to
rebate) as admissible to consumers for basic service (wireless) and cellular
mobile telephone service: The following benchmarks are prescribed:

Serial Service Parameter Time Limit for service

request or redressal of
complaint

(i) Billing Performance

(a) Percentage of Billing (a) All billing complaints to

Complaints resolved with in be resolved within four
four weeks weeks.

(b) All cases of refunds or

payments due to customers
(b) Period of all refunds
to be made within four
/payments due to
weeks from the date of
customers from the date of
resolution of billing
resolution of complaints
complaints.

(C) The bench marks (including provisions relating to rebate) as

admissible to consumers for broadband service: The following benchmarks
are prescribed

Serial Service Parameter Time Limit for

service request or
Number (2)
redressal of
(1) complaint

(3)

(i) Service Provisioning All cases within fifteen

days (subject to
/Activation Time
technical feasibility).

3
(ii) Fault Repair / Within three days
Restoration Time

(iii) Billing Performance

(a) Percentage of (a) All billing

Billing Complaints complaints to be
resolved. resolved within four
weeks.

(b) All cases of refund

(b) Time taken for
of deposits to be made
refund of deposits
within sixty days after
after closure
closure.

3
IF YOU HAVE A PROBLEM OR GRIEVANCE

(Complaint Redressal Mechanism)

BSNL ensures prompt rectification of any fault or complaint booked

through its extensive grass root level online fault restoration system (FRS)
which can be accessed on dialing '198'.

However, in case you still have your problem unsolved timely, BSNL
has implemented a three tier consumer grievance redressal
mechanism comprising of Call Centres for various services, Nodal
Officers for Public Grievance Redressal at SSA and Circle level and
an Appellate Authority for deciding cases that the consumers may
wish to appeal against.

This system is in conformance with and compliant to Telecom

consumers Protection and Regulation of Grievances Regulation
2007 (3 of 2007). As a first step, you may contact our Call Centre on toll
free helpline numbers given earlier.

1. Procedure for handling grievances by Call Centres.

The Call Centres, immediately on receipt of your complaint:
(a) Shall register such complaint by allotting a unique identification number
to be called the docket number;
(b) Communicate, at the time of lodging the complaint, the unique
identification number to be called docket number, date and time of
registration of the complaint, to you;
(c) Record details in respect of such complaint;
(d) Intimate you
(i) Through telephone or other electronic means or any other means;
and
(ii) Within the time limit specified the action taken on your complaint;
and
(e) give you contact details of the Nodal Officer (including his name,
telephone number and address) in case you are not satisfied with
the redressal of your grievance or when requested by you.

3
1.1 Time limit for redressal of grievance of consumers by Call
Centres.
(1) Unless specified elsewhere, all complaints relating to fault or disruption
of service or disconnection of service shall be redressed within three days
from the date of registration of complaint;
(2) Unless specified elsewhere, all other complaints shall be redressed
within seven days from the date of registration of complaint;
(3) where lesser time limit has been specified by any other law for the time
being in force or other regulations of TRAI or DOT or by BSNL for redressal
of grievance, the Call Centres shall redress the grievances of the consumer
within such specified time.
In case you are not satisfied with the redressal of your grievance at
the Call Centre level or in case the Call Centre within the above time limit
does not attend to the complaint, you may approach the Nodal Officer for
redressal of your grievance.

2. Redressal of Consumer Grievances by Nodal Officers.

If the complainant is not satisfied with redressal, he may call the SSA/
Circle level toll free number of 12728 /12727 respectively. Further, you
may approach, by a letter in writing, or through telephone, or web based
online filing of complaints or through short message service or through
other electronic means and any other means, the Nodal Officer of the
concerned SSA of the Circle/District for redressal of your grievance.

In emergent situation, one can approach at the first instance itself a

Nodal Officer instead of a Call Centre and the Nodal Officer shall redress the
grievance.

2.1 Handling of grievances of consumers by Nodal Officers.

The Nodal Officer shall be accessible to the consumers at the address

made available by the public notice and telephone bills, as referred to above
register every complaint lodged by the consumers;

1. communicate, within three days from date of the receipt of the

complaint, the unique complaint number to the consumer;

3
 2. after taking the remedial measure for redressal of the grievance or
decision thereon, intimate, within the time limit specified as below the
remedial measure or decision taken, to the consumer.

2.2 Time limit for redressal of complaints by Nodal Officer.

The Nodal Officer shall redress the complaints of the consumer within
ten days of the registration of the complaint, provided that complaints
relating to fault or disruption of service or disconnection of service shall be
redressed within three days from the date of registration of complaint.

In case the consumer is still not satisfied with the redressal of his
grievance by the Nodal Officer or in case his complaint is not redressed by
the Nodal Officer within the time limit specified or no reply is received
regarding resolution of the complaint from Nodal Officer, he may appeal to
the appellate authority for redressal of his grievance.

3. Appeal to appellate authority for redressal of consumer

grievances.
(1) In case a consumer is not satisfied with the redressal of his grievance
by the Nodal Officer, or his complaint remains to be redressed or no reply is
received within the period of ten days of the registration of the complaint by
the Nodal Officer or three days of the registration of complaint by the Nodal
Officer relating to fault or disruption of service or disconnection such
consumer may, in writing, make an appeal to the appellate authority of the
concerned Circle.
(2) Every appeal to the appellate authority under sub-para (1) shall be
made in duplicate, in the Form annexed.
(3) Every appeal under sub-para (1) shall be filed within three months after
the expiry of the time limit specified i.e. within the period of ten days of the
registration of the complaint by the Nodal Officer or three days of the
registration of complaint by the Nodal Officer relating to fault or disruption
of service or disconnection:
Provided that the appellate authority may entertain any appeal after
the expiry of the said period of three months but before one year from the
time limit of ten days of the registration of the complaint by the Nodal
Officer or three days of the registration of complaint by the Nodal Officer

3
relating to fault or disruption of service or disconnection if it is satisfied that
there was sufficient cause for not filing it within that period.
(4) The Form of appeal will be made available to the consumer free of
charge:
(a) At every Telecom Centre and sales outlets, and at every office of
the Nodal Officer and the appellate authority;
(b) At our website www.keralatelecom.com for download by consumers.

3.1 Disposal of appeal by appellate authority.

(1) The appellate authority shall ensure uniformity in the procedure for
deciding appeals and comply with the provisions contained in succeeding
paras.
(2) The secretariat of the appellate authority shall:-
(a) Register every appeal immediately on receipt of the same and send,
within three days of receipt of the appeal, an acknowledgement to the
appellant indicating the serial number of the appeal registered;
(b) Forward, within six days from the date of receipt of an appeal, a copy of
the appeal to the concerned Section of the Circle office and/or the
concerned SSA head and/or the concerned Nodal Officer;
(3) The concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer, shall, within fifteen days from the
date of receipt of the appeal forwarded by the Secretariat of the Appellate
Authority file in writing its reply;
(4) In case the concerned Section of the Circle office and/or the concerned
SSA head and/or the concerned Nodal Officer fails to file its reply withi n the
period specified the appellate authority shall proceed on the basis of the
material available on record;

(5) The appellate authority may call for, any information, document or
record, from the concerned Section of the Circle office and/or the concerned
SSA head and/or the concerned Nodal Officer or the appellant, which may
be relevant and necessary for examination and disposal of the appeal, as
the case may be;

3
(6) The concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer and the appellant, shall provide
such information, document or record as the appellate authority may call
for;
Provided also that in case a party to the case fails to furnish such
information, document or record, the appellate authority, on being satisfied
that the party in possession of the record is withholding it, it may decide the
appeal after appraising the material available on record and decide the
appeal to the best of its judgment on merits.
(7) The appellate authority sha ll, on receipt of the reply from concerned
Section of the Circle office and/or the concerned SSA head and/or the
concerned Nodal Officer and on the basis of information, document or
record under the para above from and after conducting such inquiry as the
appellate authority may consider necessary, and after affording reasonable
opportunity of hearing to the parties, dispose of the appeal by passing an
order in writing and stating therein the points for determination, the
decision thereon and the reasons for the decision;
(8) The appellant, being consumer, may, either appear in person or
authorize any of his representative to present his case or send his
representation with a request to dispose of the appeal, without being
present in person;
(9) The concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer may authorize one or more of its
officers or employees to present its case;
Provided that in case the service provider fails to present its case before the
appellate authority on the date fixed for hearing, the appellate authority
may proceed ex-parte and decide the appeal on merits.
(10) The appellate authority shall decide every appeal within three months
from the date of filing the appeal and pass order in accordance with the
provisions of sub para-7 above;
(11) The order of the appellate authority shall be communicated in writing
within seven days of the order to the appellant and the concerned Section
of the Circle office and/or the concerned SSA head and/or the concerned
Nodal Officer;

3
(12) The concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer shall, within fifteen days from the
date of receipt of the order referred to above, comply with the order of the
appellate authority and report immediately compliance thereof to the
appellate authority;

(13) The appellate authority may decide any appeal with the consent
between the parties at any stage of the proceedings and such appeal shall
be treated as decided with the mutual consent of the parties.

TELEPHONE ADALATS
In addition to above mechanism of redressal of grievances, BSNL has a
popular legacy system of holding periodically Telephone Adalats; both at
district and circle level which are well publicized and are open to all
subscribers with any complaint.

WHAT ARE YOUR RIGHTS

(Rights of the consumers)

• Right to select operator of their choice.

• Right to get information regarding tariff before provision of service

and every time the tariff is changed, specially adversely affecting the
consumer.

• Right to be informed before activation of any value added service,

which is chargeable.

• Right to get the rebate of rental in case of continuous disruption of

service for more than 3 days.

• To seek legal remedy in case the grievances of the consumer is not

settled.

• To get refund of security deposit within 60 days of request of

termination of service subject to adjustment of pending dues, if any.

• Right of consumers for termination or disconnection of service

: The consumer can get the service offered by BSNL terminated

3
 or disconnected any point of time by applying to the local BSNL
office. The consumer is, however obliged to make payment of
all the bills in respect of services availed by him.

• Any consumer may, at any time,

1. during pendency of redressal of his grievance, whether by

filing of complaint or appeal, under these regulations; or

2. before or after filing of complaint or appeal, under these

regulations,

exercise his right conferred upon him under the Consumer Protection
Act, 1986 (68 of 1986) or any other law for the time being in force and
seek redressal of his grievance under that Act or law.

3
INFORMATION ABOUT MOBILE TELEPHONE SERVICE COVERAGE

The cellular mobile service is available in the entire Circle with

seamless coverage. The detailed information is available on BSNL website
www.keralatelecom.com

The present status of coverage is as follows:-

l Widest coverage offered in Kerala with 1363 transmission towers in the

present phase ( Cities integrated).

l Number of BTS sites expected to increase to 2000 in this phase of

expansion.

l Total coverage in all major cities/towns & villages throughout the country.

List of SSA nodal officers exclusively for Mobile, with contact details
is given in Annexure-III:-

3
 ANNEXURE - I

Name and contact details of Nodal Officers for public grievance

redressal for all BSNL services in Kerala Telecom Circle:-

Name of the Name & Phone FAX E-mail Id of the

Unit Designation of (Office) Nodal Officer
the Unit Officer

CGMT S. 04712304400 04712303138 dgmpgkrl@bsnl.co.in

Office, Ramakrishna
Kerala Iyer, DGM (O)
Circle,
Trivandrum- J. Gomathy 04712300066 04712300077 agmpgkrl@bsnl.co.in
695 033 Ammal, AGM
(PG)

Trivandrum N. 04712578080 04712578181 agmoptvm@bsnl.co.in

SSA Premachandran
AGM (OP)

Kollam SSA Surendran 04742799400 0474279941 agmopklm@bsnl.co.in

Achary, AGM
(OP)

Alleppey KG Balakrishna 04772261234 04772238599 agmopalp@bsnl.co.in

SSA Pillai, AGM
(OP)

Pathanamth Philipose 04692636200 04692734535 agmpgpta@bsnl.co.in

itta SSA Mathew, AGM
(PG)

Kottayam Mariamma 04812300800 04812301103 agmpgktm@bsnl.co.in

SSA John, AGM
(PG)

Ernakulam PR Jayapalan, 04842377900 04842377677 agmopekm@bsnl.co.in

SSA AGM (OP)

Trichur SSA TK Appu, AGM 04872336700 04872339298 agmoptcr@bsnl.co.in

(OP)

Palakkad N. Bhaskaran, 04912501400 04912503100 dgmrpgt@bsnl.co.in

SSA DGM

4
Malappuram Mohanan, DE 04832733445 04832733535 devigmrx@bsnl.co.in
SSA (Vig)

Kozhikode T. Sreedharan, 04952770650 04952771270 agmopclt@bsnl.co.in

SSA AGM (OP)

Kannur SSA P. Narayanan, 04972711200 04972765700 agmopcnn@bsnl.co.in

AGM (OP)

Mobile SGK Nair, AGM 04712576200 04712466994 dgmcmts@bsnl.co.in

(OP)

4
 Annexure - II

The details of the Appellate Authority in respect Kerala Circle:-

Unit Name & Phone FAX E-mail

Designation (Office)

KERALA Amit Mishra, 04712306600 04712305922 Amit_mishra@bsnl.co.in

BSNL General
manager
(O), Office
of CGMT,
Doorsanchar
Bhavan,
Trivandrum-
695 033

4
 Annexure - III

List of SSA nodal officers exclusively for Mobile, with contact details
is as follows:-

Sl No: District Contact person Contact Address Contact Numbers

AGM(NS & Mktg),

0471 2333030
1 Thiruvananthapuram Sri. Sasikumar.V CTO Buildings
9446087788
Trivandrum -695001

DE(CSC) Old Telephone

0474 2764477
2 Kollam Smt. Leelakumari Exchange, Kollam
9447495900
691001

AGM( NS & Mktg.), O/o 0469 2638899

3 Pathanamthitta Smt. B.Indirabai
GMTD, Thiruvalla 9447747430

Sri Sankarankutty DE(CSR), Telephone

0481 2302210
4 Kottayam Nair.C.V Exhange, Thirunakkara,
9447994888
Kottayam

AGM(NS & Mktg.), O/o 0477 223800

5 Alappuzha Smt. Mariamma Sunny
GMTD, Alappuzha 9447575700

DE(CSR), BSNL Bhavan,

0484 2377373
6 Ernakullam & Idukki Smt. K Leelamani Kalathil parambil Road,
9447228683
Cochin-16

AGM(Mktg), O/o PGMT, 0487 2446690

7 Thrissur Sri N V Unnikrishnan
Thrissur 9447084900

AGM(PR& Mktg.), O/o

0491 2504700
8 Palakkad Smt. P. Vilasom GMT, Sanchar Bhavan,
9447032911
TB Road, Palakkad

AGM(Cml&Mktg), 0483 2733300

9 Malappuram Sri. Ambujan
O/oGMTD, Malappuram 9447700701

DE(OCB), Central
0495 2720190
10 Kozhikode Sri. C J Devassia telephone Exchange,
9447771933
Mananchira, Kozhikode

AGM(NS& Mktg.), O/o 0497 2705700

11 Kannur & Kasargode Sri. K P Kalandan
GMTD, Kannur 9447115700

4
 Annexure – IV

List of Nodal Officers in charge of Call Centres:-

Phone
Unit Nodal Officer FAX Email
Office
Thiruvananthapuram B.Indira, 0471- 0471-
callcentretvm@bsnl.co.in
SSA DE (CC & Trunks) 2339999 2339090

Ernakulam SSA
Tele Exchange, Thankamma
0484– 0484-
Boaty Jetty, Thomas callcentreekm@bsnl.co.in
2352222 2372000
Kochi, Ernakulam SDE Call Centre
11.

M.I. Thomas
0487- 0487-
Trichur SSA DE (OCB) Tele callcentretcr@bsnl.co.in
2442100 2422552
Exchange, Trichur

Ambujan P.M
DE (WLL & Mktg)
0495 - 0495 -
Calicut SSA O/o PGMT, callcentreclt@bsn
2765900 2766910
Telephone
Bhavan, CLT-32

4
 Annexure V

Service

Number

PSTN Call Center (for any queries related to landline telephone, ISDN 1500
etc. Also accessible from CellOne, Excel & Tarang phones) *

Kisan Call Center (for any queries related to agriculture) 1551

Police 100

Fire 101

Ambulance 102

166 /
Billing complaint center 1660-69

Trunk booking 1580

Trunk assistance 1581

STD complaints 1582

National Directory Enquiry (NDQ) Service 1583

International trunk booking 1586

International trunk enquiry 1587

International Trunk delay information 1588

4
 1589

Telex complaints

Directory enquiry service 197

Telephone Complaint Booking 198

Emergency Relief Centre on National Highways 1033

Relief Commissioners of Central/State/Union territory 1070

Control room of District Collector/Magistrate 1077

Public Grievance Cell Telecom Circle HQs * 12727

Public Grievance Cell SSA Headquarter 12728

Crime stopper cell of police in Kerala, Rajasthan, Andhra Pradesh & 1090
Mumbai

Women crisis response 1091

Earth-quake Help line service 1092

Natural disaster control room * 1096

AIDS help line service 1097

Children in difficulty/ Child Distress Service 1098

Catastrophe & Trauma service 1099

4
 Free Phone Enquiry 1600

India Telephone Card Enquiry 1602

Billing Complaint Center (Interactive Voice Response System) 1671-73

1718

Maritime Search and Rescue control room of coastal guard

Blood bank information Service 1910

Dial a doctor 1911

Leased Circuits Fault Booking 1918

Eye bank information service 1919

Change number announcement (Hindi) * 1951

Changed number announcement (English)* 1952

Changed number announcement (Regional language) * 1953

Changed number announcement (in case of shift) * 1954

Sancharnet Internet Help desk service * 1957

Leased Circuit Fault Booking (WTR) 1958

Note: * These services are available on STD also.

4
 Annexure – VI

Any other information

Form of Appeal

1 Forms for Appeal can be obtained from all Customer Service Centres,
Nodal Officers and from our website.

2 Tariff and plans for all BSNL services are fixed as per the directions from
BSNL Corporate Office and TRAI from time to time. So these details are can be
obtained from the all Customer Service Centres and from our website.