The Telecom Ministry has sent out notices to government-owned MTNL, BSNL and India Post for its poor service quality. The move was triggered by Ravi Shankar Prasad receiving a number of complaints from people on social media since July this year.
The Telecom Minister currently has nearly 4.65 lakh citizens following him on Facebook. BSNL, MTNL and India Post have been asked to set up social media pages. The government has additionally hosted a workshop for the officials who are in charge of dealing with public grievances in each telecom circle.
An official within the Telecom Ministry told PTI that the authority had sent out 102 notices to the departments which are involved in the issue, of which 64 have been solved. As a result of this effort, BSNL now has its own Facebook page to reach out to individuals across India.
Furthermore, it’s hired an external agency to handle the problems raised by consumers on social networking sites. BSNL CMD Anupam Shrivastava stated that this complaint monitoring system has begun operations. The brand has also started training its employees to deal with issues highlighted online.
Also See: 100 rural Wi-Fi hotspots to be set up by BSNL and Facebook
Any criticism on the BSNL Facebook page will be forwarded to the customer care department, which is then supposed to reach out the customer. Shrivastava went on to claim that the company had begun reporting profits within 18 months of the new government coming to power. He thinks this is an indicator of improvement in its services.
The BSNL CMD says the network provider has been stepping up its efforts to better its quality of service by installing new equipment. This has helped it to handle a larger scale of traffic now, which resulted in it introducing a free night calling service for its customers.