Citizen Charter
Calcutta Telephone District (CTD) is the largest metro district of BSNL. Calcutta Telephones is having a service area of 1900 sq. k.m.
It has installed large Quality Telecom Network in the city of Kolkata and adjoining areas from five districts of West Bengal viz. Howrah, Hooghly, Nadia, North 24 Parganas and South 24 Parganas.
The Company is working on improving and expanding the network and introducing new telecom services.
The company has experienced manpower with vast experience in Planning, Installation, commissioning and Maintenance of Switching & Transmission Networks.
SERVICES WE PROVIDE
Calcutta Telephones serves its customers as a one stop solution to all telecommunication needs with possibly the largest bouquet of telecom services; Landline Service, GSM Mobile Service, Broadband/FTTH Service and Enterprise Business Service. The company offers wide ranging & most transparent tariff schemes designed to suite every customer.
The quality of service benchmarks
Calcutta Telecom District is committed to provide state of the art Telecom services to its customers and comply with the quality benchmarks as prescribed by TRAI or set forth by itself from time to time.
A) Quality of service benchmarks set for customers of Wire Line connections/ Services :
B) Quality of service benchmarks set for customers of Mobile services:
C) The Quality of Service benchmarks set for customers of Broadband connections/ service
D & E. Capability Developed and Being Performed to Meet the Benchmarks.
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 http://calcutta.bsnl.co.in/
G. Information about RTI Matters
In terms of Section 5 (1) of the Right to Information Act, 2005, the Company has designated various officials as Information Officers (APIOs & PIOs) and Appellate authorities. The list of such officers is available at the Company’s website http://calcutta.bsnl.co.in/ The concern designated APIOs, PIO,s can be approached for getting the information as pursuant to the RTI Act 2005 at various places.
H. Information about Customer Service centre.
The detailed information about Customer Service Centres is available in the website which can be accessed through Calcutta Telephones website i.e http://calcutta.bsnl.co.in/
SERVICES WE PROVIDE
Calcutta Telephones serves its customers as a one stop solution to all telecommunication needs with possibly the largest bouquet of telecom services; Landline Service, GSM Mobile Service, Broadband/FTTH Service and Enterprise Business Service. The company offers wide ranging & most transparent tariff schemes designed to suite every customer.
The quality of service benchmarks
Calcutta Telecom District is committed to provide state of the art Telecom services to its customers and comply with the quality benchmarks as prescribed by TRAI or set forth by itself from time to time.
A) Quality of service benchmarks set for customers of Wire Line connections/ Services :
| SL. | Service Parameter | Time Limit for provision of service/ redressal of complaint |
|---|---|---|
| 1 | Provision of Telephone Connection | 100% within seven days(subject to technical feasibility) |
| 2 | Repair of Fault | 100% within three days |
| 3 | Shifting of Telephone Connection | Within three days |
| 4 | Closure of Telephone Connection | Within 7 days |
| 5 | Percentage of Billing Complaints resolved within four weeks | 100% |
| 6 | Time taken for refund of deposit after closure | Within sixty days of date of closure |
B) Quality of service benchmarks set for customers of Mobile services:
| SL. | Service Parameter | Time Limit for provision of service/ redressal of complaint |
|---|---|---|
| 1 | Resolution of billing/ charging complaint | 100% within 4 weeks |
| 2 | Period of applying credit/ waiver/ adjustment to customer's account | 100% within 1 week |
| 3 | Accessibility of call centre/ customer care | >= 95% |
| 4 | %age of calls answered by the operator (Voice to Voice) | >= 90% |
| 5 | %age requests for Termination/ Closure of service complied | 100% within 7 days |
| 6 | Time taken for refund of Deposit after closure | 100% within 60 days |
C) The Quality of Service benchmarks set for customers of Broadband connections/ service
| SL. | Service Parameter | Time Limit for provision of service/ redressal of complaint |
|---|---|---|
| 1 | Provisioning of BB Connection | 100% within fifteen days (subject to technical feasibility). |
| 2 | Fault Repair / Restoration Time | (i) %of faults repaired by next working day: > 90% (ii) % of faults repaired within 3 working days: > 99% |
| 3 | Billing Performance (a) Percentage of Billing Complaints resolved. (b) Time taken for refund of deposits after closure | (a) All billing complaints to be resolved within four weeks. (b) All cases of refund of deposits to be made within sixty days of date of closure. |
D & E. Capability Developed and Being Performed to Meet the Benchmarks.
- Calcutta Telephones strives to provide uninterrupted telecom services to the valuable customers. We do have an extensive grass root level Fault Restoration System (FRS) to book the complaints and ensure prompt rectification of any fault. Consumer has only to call Local Number 198 for booking and "no delay" restoration of fault.
- Consumers can use following toll free "consumer care numbers" for booking their complaints at our Complaint Centres (Call Centres) set up for Landline Service, GSM Mobile Service, Broadband/FTTH Service and Enterprise Business Service
- For Landline Service : 1500 or 1800-345-1500 (Toll Free Number)
- For GSM Mobile Service : 1503 or 1800-180-1503 (Toll Free Number)
- For Broadband/FTTH Service : 1504 or 1800-345-1504 (Toll Free Number)
- For Enterprise Business Service : DGM(EB),5th floor, Telephone Bhavan,34 B.B.D. Bag (S), Kolkata-700001.Contact : 033-22622244
Aforesaid toll free "Consumer Care Numbers" are also used as "General Information Numbers" for providing general information to the consumers.
F. Terms and Conditions.
Our telecom services are offered subject to the following general terms and conditions:
- The services are for bonafide use of the customer/his family/organisation.
- Any person , including foreign national with valid passport, who is major( In case of minor , through guardian) can apply for a telecom service.
- The subscriber shall not allow use of the telecom service offered to him for any unlawful activity.
- The provision of service is subject to the directions issued by government from time to time.
- The fixed services are meant for specified location and the subscriber is not authorized to shift the same without permission of Calcutta Telephones.
- The services are offered subject to regular payment of bills by the subscriber failing which Calcutta Telephones may suspend temporarily or disconnect or withdraw the service at its sole discretion.
- While Calcutta Telephones 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.
- Calcutta Telephones at its sole discretion may revise the tariff rate subject to TRAI regulations.
- The services can be suspended without prior notice by Calcutta Telephones 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 http://calcutta.bsnl.co.in/
G. Information about RTI Matters
In terms of Section 5 (1) of the Right to Information Act, 2005, the Company has designated various officials as Information Officers (APIOs & PIOs) and Appellate authorities. The list of such officers is available at the Company’s website http://calcutta.bsnl.co.in/ The concern designated APIOs, PIO,s can be approached for getting the information as pursuant to the RTI Act 2005 at various places.
H. Information about Customer Service centre.
The detailed information about Customer Service Centres is available in the website which can be accessed through Calcutta Telephones website i.e http://calcutta.bsnl.co.in/
Local Head Office:
Bharat Sanchar Nigam Limited,
Calcutta Telephones,
Telephone Bhawan,
34, BBD Bag (S),
Kolkata-700001.
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