Improve Customer Services

I would like to state that I have got the connction of broadband and pay Rs.950 (Rs.600 is for normal sped and Rs.950 for bette speed ) per month. But the quality of broadband speed. quality of network, regularity of netword and connectivity provided by BSNL is quiet disheartening, not only to individuals but also in banks and offices depending on lease lines.

There is frequesnt disturbances in broadband services and landline phones. Hundreds of complains have been lodged. Customer care no. (like 1500, 1504 etc )printed on the back of telepone bill are most of the time or you may say always out of order. I have several times booked complain on 18003451500. Here also in built sustem is such that one can never talk to customer relation executive . On line booking is acceptd and next day or after some time it is deleted from the system . If it continues for a day or two it will give streao type message that "work is going on " From time to time staff of BSNL will ask on phone , how broadband services are working, they will listen to my problem and promise for solution but in fact they have decided not to act.

Customer help centers are formed to give enjoyment time to some staff. I am very much sure there is no control on staff posted in such customer care centers. Even if some staff comes anyday they will ask for some compensation . They will ask for change in modem and sell modem of inferior quality at higher price. One cannot explain how torturous it is to deal with staff coming from BSNL or any telephone office or any staff of electricity department. In my rented house electric bill are raised for whimsical amount ranging from Rs.300 to Rs.2000. They will never look into defect at meter . They will ask for money for change of meter and that too without giving a money receipt for money received. They will supply meter of other house and get money in lieu of them and there is no guarantee that problem will be solved even after payment of unofficial money. This is the story of pathetic positin of department like BSNL or electricty.

Consumers are totally helpless and have to bear with torture or continue to pay bribe some staff or the other to continue services without any disturbance or else they have to go for private service providers.

Grievance Redressal mechanism is only on papers, banners, certificates, speeches and hoardings . Higher bosses act as if they are completely helpless or as if it is not their duty to monitor their subordinates. If complains are escalated to Ministries, they too will send a mail to juniors and then sleep. None from bottom to top takes botheration to ensure real compliance of policy, ensuring pefect work standard and redressal of customer grievances. Mind boggling boards of customer care are displayed in all offices and in every corner of the town , But the ground reality in such offices is verymuch painful. Consumers weep and officials flourish . Officials and staff of such department will rebuke consumers as if they are king and consumers are beggers.

On the contrary , one get immediate response when I book a call or write a email to Airtel for any defect in DTH service or I get promt response from private band whenever he or she writes to any private bank regarding any problem I face. This is why business of BSNL or that of PS banks are in downward trend and profitability is at stake or facing continuous erosion. BSNL has accumulated huge loss and PSU banks have accumulated bad assets.GOI provide capital support to BSNL and Banks from time to time. People are fully fed up with quality of services extended by these offices. Staff in BSNL or IN PSU banks pehaps work for the betterment and welfare of their immediate bosses and to serve their personal interrest only.

I do not mean to say that services of these offices should be handed over to private business houses because as soon as business share of private telecom service providers or banks will increase they start greater exploitation and loot. Government sector must be enriched and government staff must be paid adequately but at the same time it must be ensured that government staff work honestly and sincerely for customers. If they fail to do so there should not be any delay or any laxity in awarding punishment to such erring staff or corrupt staff who tarnish the image of government depatments.

How long GOI will protect such erring staff and continue to spend public money on bad officials of these departments.Need of the hour is to monitor and have perfect control mechanism in place to ensuer better and perfect service and to throw a real challenge to private sector who are grabbing entire business from government department sometimes even buying govrnment staff ,officials and minsiters too.

Under new regime of Mr. Narendra Modi I have full confidence that thing will improve and government departments will regain their lost image and win the hearts of frustrated and disappointed customers.

Let us hope for better services from government offices under new regime. I have tried to avoid blaming any person but focussed on ailing system to attract the eyes of higher bosses and that of authorities concerned. I hope they will verify the ground reality from their reliable sources from any corners of the state and try to solve the issue for good and ever. I may also buy USB dongle sold by private telecom service providers to have better broadband services and better speed and connectivity. But being a staff myself I have special affinity towards government owned departments , PSUs and banks and I have deep aspiration to make government sector stronger than private one and to have at least positive competition between private and public sector.I want that government staff should earn name and fame by extending better sevices and private sector should make efforts to compete with us.