| Corruption ROKO – Corruption Report On Karmayog Online | |
| Form No. 0043 | Wednesday, March 26, 2008 |
| Mahanagar Telephone Nigam Ltd. (MTNL), Mumbai, MH | |
| We have received a complaint as per the details below. The filled form will also be displayed at www.karmayog. |
| A: Details of the government organisation | |
| 1. Name of government organisation: | Mahanagar Telephone Nigam Ltd. (MTNL) |
| 2. State: | Maharashtra |
| 3. City: | Mumbai |
| 4. Department: | MTNL Runwal centre, Govandi |
| 5. Location: | Govandi East |
| 6. Designation of government officer involved: | Customer Service Booking Garuda WLL phone section |
| 7. Website: | MTNL |
| 8. Address of the government organisation: | The General Manager MTNL, Vikhroli Mumbai. Area Sales Manager MTNL, Dadar, Mumbai. The CMD, MTNL, Mumbai. DOT & TRAI, Telecom Dept. Secretary, Dept. of Telecom, New Delhi Minister, Telecom and Communication, New Delhi. |
| B: My Complaint Details | |
| 1. Period of incident: | 2008 – Mar |
| 2. Services that were sought: | Just want to book and get Garuda WLL phone connection of 699 Scheme. |
| 3. Problem/s I faced: | After seeing an advt. in newspaper, I immediately went to Chembur Naka MTNL Customer Care Centre. They then referred the matter to Govandi Runwal Centre. After going there on February, 2008 the staff told that there is acute shortage of form. Hence told to collect other centre |
| 4. Bribe amount: | Nil |
| 5 a. Was the bribe paid? | No |
| 5 b. Could the work have been done without paying the bribe? If so, how? | So far not got the instrument. Only managed to book for a new connection. |
| 6. Result: | Now I have to collect the instrument from Mankhurd. |
| C: Additional Informtion attached | |
| Details of Content: | MTNL provided the name QCSC. This should be referred to as Quick Customer Referring Centre (QCRC). |
| D: My Suggestions | |
| 1. For head of government department: | |
| Suggestion 1: | One of the staff at Govandi Runwal Centre is quite rude and alcoholic. He is quite rude. The alcohol smell was coming out. He used to refer the service to somebody like the madam whom I think is superior. Just to book a phone it takes me 2 hours. Still no instrument received while MTNL make a tall claim of quick customer service. The staff always coming very late and even the sweeping and cleaning work start when the customer was standing there which is after 10 O’ clock. Many staff used to come after 10.30 or so. In many cases, there is great absentism and unavailable in their respective seat. For booking and some major work, no work can be done with one visit. The staff is quite rude and misbehave with the customers. MTNL is loosing major share of revenue due to the apathy of officials and such people should be either suspended or give compulsory retirement. |
| Suggestion 2: | A surprise vigilance and CBI inquiry should be conducted. A flying squad should make surprise visit to all MTNL offices in Mumbai especially in Chembur Naka, Union Park, Govandi etc. and other QCSC centres and take stock of the situation. There are plenty of complaint against official and most of them are lazy fellows. Some time they used to fight each other in front of the customer and the whole burden should be transferred to anybody who are working hard. |
| Suggestion 3: | A long queues are created due to their apathy and most of the time, they are concentrated their person work and personal interest rather than customers interest. The problem is that most of the staff belongs to backward caste and govt. is well protected in the name of their backward caste of Marathi people. They take their caste and regional advantage for their non-performance and seniors reluctant to take action against them fearing any backlash. |
| 2. For the Anti Corruption Bureau (ACB) / Central Bureau of Investigation (CBI): | |
| Suggestion 1: | ACB/CBI should make surprise visit and mingle and disguise posing as a customer. Need to visit all MTNL office to find out absenteeism, late coming, rude behaviour, corruption, delaying in service, consuming alcohol while on duty and such other things. Visiting MTNL office is not a pleasurable experience and it is quote time waste. In the beginning of opening up of telecom sector, MTNL staff was little big performing well and there was insecurity of job and VRS. After the launch of Garuda and Dolphin service, their service again become bad to worse. Now MTNL customers facing lots of problem like excess billing, no proper network especially on Dolphin. MTNLs only advantage is that landline is good on sound quality and less complaint. Meanwhile I must appreciate that during flash flood on 26 July in Mumbai most of the MTNL phones are working perfectly and many depended on this phone. That credit of course go to MTNL’s ‘experienced old technician’ all other services are bad. |
| Suggestion 2: | Need to appoint well mannered and polite people while dealing with the customers especially in front desk. The officials should be mixed with other state peoples, especially Hindi speaking people who is polite mannered. Frequent visit of flying squad from CBI/ Anti corruption/ Superior official is a must atleast on a weekly basis. A close circuit camera should be fitted with recording system, connected with regional H.Q. Mumbai so that their efficiency can be increased and ensure better work. |
| Suggestion 3: | |
| 3. For other citizens: | |
| Suggestion 1: | Please visit your near QCSC and other dept. of MTNL and report to the officials what you are seen there. Please report the fact as it is what kind of problem going on. Dealing with account dept. and getting refund is a major problem. Now the consumer from Chembur and other have to go to BKC to get their refund and tiring job. It should be relocated to Chembur. You as a consumers must take up this issue with appropriate forum and media attention to make less constraint while dealing with MTNL. |
| Suggestion 2: | Tell what is the experience of using Dolphin and Trump service. Most of the time, if you try to somebody, you cannot get the net work or network might be busy or such message or even no tone. There is great congestion facing and lack of network on Dolphin/Trump customers and lack of clarity in the voice which the customers need to taken up. |
| E: I am not ready to reveal contact details because | |
| Personal reason and no publicity stunt. Believe things should get right rather than just pop up the name and enjoy watching my name in the media. | |
| Maharashtra, Mumbai, Wednesday, March 26, 2008 | |