Lok Sabha Question No. 1129 (UNSTARRED), answered on 2017-02-08
Subject: BSNL and MTNL Services
Ministry: COMMUNICATIONS
Asked by: RAHUL RAMESH SHEWALE, NEELAM SONKER, NANABHAU FALGUNRAO PATOLE, SANJAY SHAMRAO DHOTRE, VINOD CHAVDA, SATYA PAL SINGH

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS

## LOK SABHA UNSTARRED QUESTION NO.1129

## TO BE ANSWERED ON 8 TH  FEBRUARY, 2017

## BSNL AND MTNL SERVICES

1129.  SHRI RAHUL SHEWALE:

SHRIMATI NEELAM SONKER:

SHRI NANA PATOLE:

SHRI SANJAY DHOTRE:

SHRI VINOD LAKHAMASHI CHAVDA:

DR. SATYAPAL SINGH:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a)  whether  the  Government/TRAI  has  received  complaints  of  deficient  services  by  MTNL and BSNL during each of the last three years and the current year;
- (b) if so, the details thereof, State/UT-wise along with the action taken/being taken by the Government on such complaints so far;
- (c) whether the quality of landline and mobile services of MTNL/BSNL is monitored/reviewed by the Government/TRAI periodically and if so, the details thereof along with the deficiency in services noticed in such monitoring/review during the said period;
- (d) whether customers are leaving MTNL/BSNL due to deficiencies in services and if so, the details thereof for the last three years and the current year; and
- (e) the steps taken by the Government to make MTNL and BSNL competitive with private players?

## ANSWER

## THE MINISTER OF STATE (IC) OF THE MINISTRY OF COMMUNICATIONS & MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI MANOJ SINHA)

- (a) & (b) Service related complaints received in Telecom Regulatory Authority of India (TRAI) of Bharat Sanchar Nigam Limited (BSNL) and Mahanagar Telephone Nigam Limited (MTNL) during the last  three  years  and  the  current  year  are  at Annexure-I .  These  complaints  were  forwarded  to  the concerned service providers for taking appropriate action.

Twitter-Seva  of  Department  of  Telecommunications  (DoT)  was  started  on  02.08.2016  for handling  of  complaints/feedback  coming  on  Twitter  handles  of  DoT,  the  details  received  till 31.01.2017 is at Annexure-I.

Complaints received by BSNL  and MTNL  on Government Public Grievance Portal (CPGRAMS) are at Annexure-I.

Complaints  received  directly  by  BSNL  and  MTNL  and  details  of  their  disposal  are  at Annexure-I.

- (c) TRAI monitors the performance of service providers, including BSNL and MTNL against the benchmarks  for  various  Quality  of  Service  (QoS)  parameters  laid  down  by  TRAI  in  the  QoS Regulations  issued  from  time  to  time  through  Quarterly  Performance  Monitoring  Reports  (PMRs) submitted by the service providers.

From the monitoring of performance, it has been observed that BSNL and MTNL are generally complying with various Quality of Service benchmarks for Cellular Mobile Telephone services (2G & 3G)  and  basic  service  (Wireline).    The  details  of  instances  of  number  of  non-compliance  with  the benchmarks during the years 2014, 2015 and 2016 on quarterly basis are given at Annexure-II.

(d) As per TRAI, the number of subscribers of BSNL and MTNL during the years 2014, 2015 & 2016 are at Annexure III. This shows number of telephone subscribers (wireline and wireless) have increased for both the organizations.

(e) To improve services of BSNL & MTNL and to compete with private Telecom Service Providers (TSP), the following steps are being taken by BSNL and MTNL :

## BSNL :

(i) BSNL is augmenting its mobile network progressively so as to enhance coverage/  capacity and to further improve the quality of service, BSNL has initiated action for expansion of GSM (Global System for Mobile communications) lines for 15 million lines with provision of 10,817 number of 3G Base Transceiver Stations (BTS) and 14,252 number of BTSs under phase VII project the roll out of which is completed.

(ii) Phase VII+ project is under roll out across the country. In Phase VII+ project, out of plan of 9600 3G Node Bs and 5300 2G BTSs, 9075 3G Node Bs and 5439 2G BTSs have been added in North zone and South zone.  As on 31.12.2016, a total 6.28 million lines (2.10 million lines in North Zone and 4.18 million  lines  in  South  Zone)  have  been  commissioned.    Purchase Order  has  been placed for installation of 3375 number of 3G Node Bs and 1693 number of 2G BTSs in East Zone. Also a new phase VIII tender has been opened and is under evaluation.

(iii) BSNL  is  upgrading  its  legacy  wireline  exchanges  by  Next  Generation  Network  (NGN) Switches  to  reduce  operational  issues  of  wireline  network  and  to  enable  delivery  of  various  value added services.

(iv) BSNL  is  in  the  process  of  augmentation  of  broadband  network  for  meeting  data  growth. BSNL plans to install 40,000 Hotspots in coming years.  As on 30.11.2016, BSNL has installed 4116 Hotspots across 2109 locations in the country.

## MTNL:

1. Expansion of GSM/3G FR network in Delhi: MTNL is in the process of expansion of mobile network by adding 1080 number of 3G sites for higher Data handling capacity.  Purchase order has been placed for adding 1080 number of 3G sites in Delhi.

2. 3G Network Up-gradation in Mumbai: MTNL has also planned to upgrade the existing 3G network in Mumbai to make it a high speed network of 'HSPA+' (High Speed Packet Access) version. Purchase Order has been placed for Mumbai.  After the proposed upgradation, the customers will get a download speed of 21.1. Mbps (Megabytes per second) and upload speed of 5.76 Mbps which is presently of 3.6 Mbps and 384 kbps (Kilobytes per second) respectively.  Project is under advanced stage of implementation.

3. Microwave  Backhaul  Connectivity: Purchase  Orders  for  adding  800  Microwave  Hops  in Delhi and 470 in Mumbai have been placed.

4. Redeployment of DSLAMs of existing Broadband Network: MTNL has launched a special program  to  progressively  increase  the  fibre  length  by  redeploying  the  broadband  nodes  Digital Subscriber Line Access Multiplexer (DSLAM) near to the subscriber premises in Delhi and Mumbai thereby  reducing  copper  length  and  enhancing  the  quality  of  broadband  service.    130  DSLAMs  in Delhi  and  approx..  132  in  Mumbai  have  been  redeployed  thereby  reducing  copper  length  and enhancing the quality of Broadband service.  This has improved customer experience and reduced the number of complaints.

5. Fibre to the Home (FTTH): High speed Broadband connections on optical fibre are proposed to  be  added  on  revenue  share  basis  in  Delhi  and  Mumbai.    The  customer  will  be  provided  data speeds up to 100 Mbps on optical fibre.

- A. Number of service related complaints received in TRAI from BSNL and MTNL customers:

| YEAR                      |   BSNL |   MTNL |
|---------------------------|--------|--------|
| 2014                      |   1410 |    546 |
| 2015                      |   1444 |    522 |
| 2016                      |    963 |    318 |
| 2017 (1.1.17 to 31.01.17) |     69 |     27 |

## B. Complaints received on Twitter for Current year from 02.08.2016 to 31.01.2017:

| S.No.   | Name    | No. of Complaints   | No. of Complaints   |
|---------|---------|---------------------|---------------------|
|         |         | Registered          | Resolved            |
| 1       | BSNL    | 6796                | 6763                |
| 2       | MTNL    | 745                 | 741                 |
|         | Total : | 7541                | 7504                |

- C. Complaints received on Government Public Grievance Portal (CGPRAMS):
- D. Complaints received directly by BSNL and MTNL:

| S. No.   | PERIOD               | No. of Complaints of BSNL   | No. of Complaints of BSNL   | No. of Complaints of MTNL   | No. of Complaints of MTNL   |
|----------|----------------------|-----------------------------|-----------------------------|-----------------------------|-----------------------------|
| S. No.   | PERIOD               | Registered                  | Resolved                    | Registered                  | Resolved                    |
| 1        | 01.01.14 to 31.12.14 | 21944                       | 20590                       | 49658                       | 48876                       |
| 2        | 01.01.15 to 31.12.15 | 30723                       | 29966                       | 36377                       | 36383                       |
| 3        | 01.01.16 to 31.12.16 | 37066                       | 37863                       | 25996                       | 26412                       |
| 4        | 01.01.17 to 03.02.17 | 3068                        | 3443                        | 1668                        | 1559                        |

| PERIOD                  | BSNL        | PERIOD                  | MTNL      |
|-------------------------|-------------|-------------------------|-----------|
| 01.1.2014 to 31.12.2014 | 1,28,81,963 | 01.4.2013 to 31.3.2014  | 76,21,966 |
| 01.1.2015 to 31.12.2015 | 1,12,01,201 | 01.4.2014 to 31.3.2015  | 73,54,393 |
| 01.1.2016 to 31.12.2016 | 1,05,40,320 | 01.4.2015 to 31.3.2016  | 67,72,819 |
| 01.1.2017 to 31.01.2017 | 3,80,781    | 01.4.2016 to 31.12.2016 | 46,27,909 |

Annexure-II

| Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   | Details of instances of Non-compliances reported by Service Providers (2G Services)   |
|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|
| Sl. No.                                                                               | Name of Service                                                                       | 2014 (Quarter ending)                                                                 | 2014 (Quarter ending)                                                                 | 2014 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 |
|                                                                                       | Provider                                                                              | March                                                                                 | June                                                                                  | Sept.                                                                                 | Dec.                                                                                  | March                                                                                 | June                                                                                  | Sept.                                                                                 | Dec.                                                                                  | March                                                                                 | June                                                                                  | Sept.                                                                                 |
| 1                                                                                     | BSNL                                                                                  | 39                                                                                    | 43                                                                                    | 74                                                                                    | 48                                                                                    | 37                                                                                    | 33                                                                                    | 33                                                                                    | 17                                                                                    | 14                                                                                    | 4                                                                                     | 2                                                                                     |
| 2                                                                                     | MTNL                                                                                  | 8                                                                                     | 20                                                                                    | 1                                                                                     | 1                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     |

| Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   | Details of instances of Non-compliances reported by Service Providers (3G Services)   |
|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------|
| Sl. No.                                                                               | Name of Service                                                                       | 2014 (Quarter ending)                                                                 | 2014 (Quarter ending)                                                                 | 2014 (Quarter ending)                                                                 | 2014 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2015 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 | 2016 (Quarter ending)                                                                 |
|                                                                                       | Provider                                                                              | March                                                                                 | June                                                                                  | Sept.                                                                                 | Dec.                                                                                  | March                                                                                 | June                                                                                  | Sept.                                                                                 | Dec.                                                                                  | March                                                                                 | June                                                                                  | Sept.                                                                                 |
| 1                                                                                     | BSNL                                                                                  | 5                                                                                     | 12                                                                                    | 14                                                                                    | 18                                                                                    | 17                                                                                    | 19                                                                                    | 14                                                                                    | 16                                                                                    | 12                                                                                    | 3                                                                                     | 2                                                                                     |
| 2                                                                                     | MTNL                                                                                  | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 0                                                                                     | 1                                                                                     | 0                                                                                     |

| Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   | Details of instances of Non-compliances reported by Service Providers (Basic Services)   |
|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------|
| Sl. No.                                                                                  | Name of Service                                                                          | 2014 (Quarter ending)                                                                    | 2014 (Quarter ending)                                                                    | 2014 (Quarter ending)                                                                    | 2014 (Quarter ending)                                                                    | 2015 (Quarter ending)                                                                    | 2015 (Quarter ending)                                                                    | 2015 (Quarter ending)                                                                    | 2015 (Quarter ending)                                                                    | 2016 (Quarter ending)                                                                    | 2016 (Quarter ending)                                                                    | 2016 (Quarter ending)                                                                    |
|                                                                                          | Provider                                                                                 | March                                                                                    | June                                                                                     | Sept.                                                                                    | Dec.                                                                                     | March                                                                                    | June                                                                                     | Sept.                                                                                    | Dec.                                                                                     | March                                                                                    | June                                                                                     | Sept.                                                                                    |
| 1                                                                                        | BSNL                                                                                     | 17                                                                                       | 15                                                                                       | 28                                                                                       | 34                                                                                       | 21                                                                                       | 15                                                                                       | 2                                                                                        | 0                                                                                        | 0                                                                                        | 0                                                                                        | 10                                                                                       |
| 2                                                                                        | MTNL                                                                                     | 5                                                                                        | 5                                                                                        | 5                                                                                        | 4                                                                                        | 4                                                                                        | 4                                                                                        | 5                                                                                        | 3                                                                                        | 3                                                                                        | 3                                                                                        | 4                                                                                        |

Telephone Subscribers of BSNL and MTNL (as per TRAI report)

Annexure-III

(in Millions)

|                            | BSNL     | BSNL     | BSNL   | MTNL     | MTNL     | MTNL   |
|----------------------------|----------|----------|--------|----------|----------|--------|
| Year                       | Wireless | Wireline | Total  | Wireless | Wireline | Total  |
| 2014-15                    | 81.38    | 16.93    | 98.32  | 3.45     | 3.52     | 6.97   |
| 2015-16                    | 82.51    | 15.13    | 97.64  | 3.61     | 3.52     | 7.13   |
| 2016-17 (as on 31.12.2016) | 96.79    | 13.74    | 110.53 | 3.63     | 3.48     | 7.10   |

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