BSNL Online Complaint and Grievance Redressal
BSNL is an erstwhile govt. department converted to PSU. And now it is competing in open market with Private and Transnational Telecom Companies.
The biggest competitive differentiation in service sector is “Service” itself. And most important part of ‘service’ in this sector is grievance redressal. It is unfortunate – that BSNL subscribers face many problems relating to redressal of their grievances.
Moreover BSNL itself does not publicise the different channels of getting the problem redressed. However, I recently chanced upon the following link:
http://mis.bsnl.co.in/pgs/internet/pgwebregn.asp
Here BSNL subscribers can record their problems online. One is given the complaint number. And the wonderful thing is that it works! The response time may depend from area to area in my case it was the third day (!) – so one has to be bit patient.
In general – if one is in the paper mode – usually one has to give a written complaint to the nearest Customer Service Center (called “CSC”) and then wait for the complaint to be redressed. If the problem is more pressing, one can visit the SDE (Internal) or the SDE (External) depending on the nature of problem. Internal looks after the Telephone Exchange, while External relates to any technical work that is outside the exchange – ie from Exchange to the subscriber end. Usually in a large place there can be two / three exchanges – consequently there can be an SDE for each such exchange. One has to know to which exchange one’s phone is linked.
Higher up in the hierarchy is DE / AGM with the same suffix. Any problem should get resolved at this level – as this is the highest executive level.
Over this all are administrative levels – whether DGM / GM etc. and they are not usually concerned with the day to day executive problems. However if the problems do not get resolved upto DE level, then one can approach the concerned DGM / GM directly.
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Complaint lodged on 24.03.2010 at around 3.15 pm and got complain number TUA00628 from Shillong 197. This is a Meghalaya State Electricity Board Guest House number (03651-223631) at MeSEB Complex Rongkhon, Tura, West Garo Hills District, Meghalaya. It is still dead and not attended till now. Your kind attention is awaited. Executive Engineer(Civil) MeSEB, Tura.
You are requested to please put your complaint in the following link:
http://mis.bsnl.co.in/pgs/internet/pgwebregn.asp
How can I get the status of complaint posted on above link.
A complaint number is given – but not sure if or how the customer can track it on web.