Lok Sabha Question No. 6097 (UNSTARRED), answered on 2018-04-04
Subject: BSNL/MTNL Landline Connections
Ministry: COMMUNICATIONS
Asked by: SRIRAM MALYADRI

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS

## LOK  SABHA UNSTARRED QUESTION NO.6097

## TO BE ANSWERED ON 4 TH  APRIL, 2018

## BSNL/MTNL LANDLINE CONNECTIONS

6097. SHRI MALYADRI SRIRAM:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether  the  Government  is  aware  of  the  fact  that  number  of  new  telephone connections under BSNL and MTNL is decreasing in residential and industrial areas of the  country  due  to  poor  customer  service  and  if  so,  the  details  thereof  including  the number  of  such  connections  during  each  of  the  last  three  years,  State-wise  and Telecom company-wise;
- (b) whether  complaints  pertaining  to  BSNL  and  MTNL  telephone  connections  are pending for more than one month and if so, the details thereof, State/UT-wise; and
- (c) whether the Government proposes to waive off one month bill of customers, if they face the fault with the BSNL and MTNL telephone connections for more than fifteen days and if so, the details thereof and if not, the reasons therefor and the steps taken by the Government to redress the grievances of customers?

## ANSWER

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

(a) State  wise/Circle  wise  details  of  total  landline  connections  of  Bharat  Sanchar Nigam Limited  (BSNL)  and  Mahanagar  Telephone  Nigam  Limited  (MTNL)  of  the  last three years are at Annexure-I.

- (b) State wise/Circle wise details of BSNL and MTNL landline complaints pending for more than one month are at Annexure-II.
- (c) BSNL  and  MTNL  give  one  month  rebate  on  rent  when  services  remain continuously interrupted for a period of more than 15 days. Some of the steps   taken to redress   customer grievances are:
- (i) Integrated Voice Response System (IVRS) based complaint booking system  and  Call  centres  are  operational  for  booking/redressal  of complaints.
- (ii) Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal   to redress customer's grievances.
- (iii) Rehabilitation of outdoor network is being carried out to minimize the fault occurrence.

## Annexure-I

## State-wise number of landline subscribers of BSNL and MTNL

| S.No.   | State/Circle         | As on 31.3.2015   | As on 31.3.2016   | As on 31.3.2017   | As on 31.01.2018   |
|---------|----------------------|-------------------|-------------------|-------------------|--------------------|
| A       | BSNL                 |                   |                   |                   |                    |
| 1       | Andaman & Nicobar    | 12746             | 12954             | 14341             | 15848              |
| 2       | Andhra Pradesh       | 1496743           | 1340655           | 1216162           | 1058998            |
| 3       | Assam                | 165994            | 158772            | 153165            | 136323             |
| 4       | Bihar                | 194730            | 166156            | 155932            | 135139             |
| 5       | Chhattisgarh         | 139123            | 132438            | 133444            | 127232             |
| 6       | Gujarat              | 1322712           | 1172423           | 1110425           | 1041879            |
| 7       | Haryana              | 350362            | 305885            | 282293            | 240439             |
| 8       | Himachal Pradesh     | 200513            | 164336            | 142809            | 119934             |
| 9       | Jammu & Kashmir      | 149349            | 131214            | 134283            | 115041             |
| 10      | Jharkhand            | 144736            | 144935            | 138505            | 118711             |
| 11      | Karnataka            | 1402178           | 1294726           | 1229813           | 1111834            |
| 12      | Kerala               | 2484458           | 2187427           | 1999637           | 1872165            |
| 13      | Madhya Pradesh       | 690892            | 608789            | 580875            | 545656             |
| 14      | Maharashtra          | 1681804           | 1534836           | 1419352           | 1270492            |
| 15      | North East-I         | 68094             | 65139             | 61306             | 55536              |
| 16      | North East-II        | 59050             | 59038             | 59496             | 57500              |
| 17      | Odisha               | 306675            | 294061            | 279674            | 261738             |
| 18      | Punjab               | 761884            | 659460            | 586185            | 476204             |
| 19      | Rajasthan            | 690273            | 646839            | 599739            | 508307             |
| 20      | Tamil Nadu           | 1326825           | 1216131           | 1097636           | 970680             |
| 21      | Uttarakhand          | 136061            | 123302            | 116308            | 103527             |
| 22      | Uttar Pradesh (East) | 402886            | 390103            | 379998            | 365435             |
| 23      | Uttar Pradesh (West) | 309971            | 264703            | 239112            | 207012             |
| 24      | West Bengal          | 422949            | 247758            | 305622            | 261270             |
| 25      | Kolkata              | 265066            | 668964            | 613190            | 567354             |
| 26      | Chennai              | 726366            | 671326            | 639666            | 570492             |
|         | Total BSNL           | 16412440          | 14762370          | 13688964          | 12314746           |
| B       | MTNL                 |                   |                   |                   |                    |
| 1       | Delhi                | 1609278           | 1615433           | 1601487           | 1544304            |
| 2       | Mumbai               | 1942393           | 1888655           | 1860887           | 1812421            |
|         | Total MTNL           | 3551671           | 3504088           | 3462374           | 3356725            |

Annexure-II

## State wise/Circle wise landline faults pending for more than 30 days

| Name of Circle            | Landline faults pending for more than 30 days   |
|---------------------------|-------------------------------------------------|
| BSNL                      |                                                 |
| Andaman & Nicobar Islands | 0                                               |
| Assam                     | 14                                              |
| Bihar                     | 98                                              |
| Jharkhand                 | 44                                              |
| Kolkata Telecom District  | 113                                             |
| NE1                       | 41                                              |
| NE2                       | 29                                              |
| Orissa                    | 27                                              |
| West Bengal               | 686                                             |
| Chhattisgarh              | 3                                               |
| Gujrat                    | 2                                               |
| Maharashtra               | 122                                             |
| Madhya Pradesh            | 24                                              |
| Andhra Pradesh            | 4                                               |
| Chennai Telecom District  | 7                                               |
| Kerala                    | 0                                               |
| Karnataka                 | 2                                               |
| Tamil Nadu                | 5                                               |
| Telangana                 | 6                                               |
| Haryana                   | 0                                               |
| Himachal Pradesh          | 1                                               |
| Jammu & Kashmir           | 2                                               |
| Punjab                    | 4                                               |
| Rajasthan                 | 0                                               |
| Uttar Pradesh (E)         | 41                                              |
| Uttarakhand               | 2                                               |
| Uttar Pradesh (W)         | 1                                               |
| TOTAL                     | 1278                                            |
| MTNL                      |                                                 |
| Delhi                     | 1553                                            |
| Mumbai                    | 0                                               |
| TOTAL                     | 1553                                            |

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