Lok Sabha Question No. 199 (UNSTARRED), answered on 2018-07-18
Subject: Mobile Services in Backward Areas
Ministry: COMMUNICATIONS
Asked by: ASHOK MAHADEORAO NETE

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS

## LOK  SABHA UNSTARRED QUESTION NO. 199 TO BE ANSWERED ON 18 th   JULY, 2018

## MOBILE SERVICES IN BACKWARD AREAS

- †199. SHRI ASHOK MAHADEORAO NETE:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether the Government and the Bharat Sanchar Nigam Limited (BSNL) have taken any steps to provide mobile services in backward blocks of the country and if so, the details thereof;
- (b) the number of blocks in the country where mobile service is available, State/UTwise along with the number of blocks which are yet to be provided with mobile service, State/UT-wise;
- (c) the  measures  taken  by  the  Government  to  link  each  block  and  village  of  the country with mobile services;
- (d) the time by which each block and village is likely to be linked with mobile service; and
- (e) the number of complaint redressal mechanism and various other facilities set up by the Government to provide regular mobile/telephone service in rural areas?

## ANSWER

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

(a) to (d) All  BHQs  (Block  Head  Quarters)  are  covered  with  mobile  and  landline network.  Government/Department  of  Telecommunications  (DoT)  has  taken  following measures to provide mobile services in uncovered villages:

- i) DoT  has  sanctioned  viability  gap  funding  through  Universal  Service Obligation  Fund  (USOF)  for  provision  of  mobile  services  in  2355  identified locations in Left Wing Extremism (LWE) affected areas. As of now 2335 sites are radiating. Cabinet has approved on 23.05.2018 the LWE Phase-II proposal of  providing  mobile  services  at  4072  locations  in  LWE affected  areas through viability gap funding for an estimated cost of Rs.7330 Crore.

ii) Under Comprehensive Telecom Development Plan for North East Region (NER),  USOF  has  signed  an  agreement  with  Bharat  Sanchar  Nigam  Limited (BSNL)  to  install  2817  mobile  towers  for  providing  mobile  coverage  in    4119 uncovered villages of Arunachal Pradesh  and two districts of Assam with an estimated  cost  of  Rs.  2258  crore.    The  project  is  likely  to  be  completed  by September, 2019.

iii) On 09.01.2018, Telecom Commission approved the proposal for providing mobile services in 172 uncovered villages in Andaman & Nicobar Islands at an estimated cost of Rs. 342.40 crore.

(e) The  primary  responsibility  of  addressing  the  service,      billing  and  quality  of service  related  grievances  lies  with  telecom  service  providers.  Telecom  Regulatory Authority of India (TRAI) has  framed   regulations for handling of public grievances and maintaining the quality of service parameters for Telecom Service Providers. According to 'Telecom Complaint Redressal Regulations 2012' as amended from time to time, all Telecom Service Providers should set up a two tier grievance redressal mechanism i.e.

(i) Establishment of a Complaint Centre with a toll-free 'Consumer Care Number'

(ii) Establishment of an Appellate Authority. Accordingly, complainants to approach their telecom service providers for redresssal of their grievances.

In case complainant is not satisfied with the decision taken by service provider or there is delay in redressal of grievance at any point of time /stage in the above process, the complainant  may  also    approach  an  appropriate  court  of  law/  any  other  appropriate forum (judicial / quasi-judicial) against the service provider.

An  individual  complainant  may  also  file  before        Public  Grievance  Cell  of  the Department of Telecommunications (DoT)    in either of the following ways:

(i)  By  hand;  (ii)By  post;  (iii)  Through  FAX;  (iv)  Telephonically;  OR  (v)  By  Web Portal(CPGRAMS) URL: http://www.pgportal.gov.in

All such complaints received   are then registered on the web portal, so that the processing  is monitored in a transparent; user friendly and structured manner.

Twitter Seva has been started on 02.08.2016 for handling of Grievances/feedback related to various Telecom Service Providers (TSPs).

DoT has launched an Interactive Voice Response System (IVRS) on 23.12.2016 to obtain direct feedback from subscribers.  Through this System, a subscriber receives a telephone call with short code 1955 and is requested to respond to a few questions on problem of call drops faced during last one month.  Upto 31.05.2018, 1.64 crore calls were made to subscribers of all TSPs across the country.

*************