Telecom Consumer Charter

FOR

MAHANAGAR TELEPHONE NIGAM LIMITED

Delhi unit

O/o Executive Director: 2nd Floor, Khurshid Lal Bhawan Janpath New Delhi-110050
Website: www.mtnldelhi.in
Corporate office: 5th Floor, MDS, 9, CGO Complex, Lodhi Road, New Delhi-110003
Website: www.mtnl.net.in

1. Vision

Become a total Telecom Solution provider company and to provide world class telecom
services at affordable prices to all classes of customers.
Become the largest provider of private Telecom Networks and Leased Lines.

2. Mission

To remain market leader in providing world class Telecom and IT related services at
affordable prices.

3. Standards of Services Provided:

S.No. Services/Transaction
1.
Provision of

2.

3.

4.
5.
6.

a. New land line connection

b. New BB connection
Shifting of
a. land line connection
b. BB connection
Fault repair of
a. Landline
b. BB connection
Billing/Metering complaints
Termination of Service
Refunds

Maximum Time Limit

Remarks

Within 7 working days

Within 15 working days

As per TRAI norms

As per TRAI norms

95% within 3 working days As per TRAI norms

Within 7 working days
Within 3 working days
As per TRAI norms
99% within 3 working days As per TRAI norms
Within 4 weeks
As per TRAI norms
Within 7 working days
As per TRAI norms
Within 60 days
As per TRAI norms

Note:-The above standards/time limits are subject to constraints beyond control of MTNL, such as: Technical feasibility (i.e. availability of network/capacity).
Stores availability (such as Modem(CPE), Instrument, Dropwire etc), which may be short due to
procedural delays for procurements while following the prescribed govt. procedures.
Damage of cables/outdoor network due to digging by civic agencies/others
Customer availability

4. Grievance Redressal Mechanism:

Various options for booking of faults/ complaints which are available to MTNL customers & the
same are listed below:

Call Centers and Web-link:

Telecom
Service
Landline
Broadband

Call Center Nos.

198, xxxx2198, 1500, 22221500
1504, 22221504

On line (Web-link)
http://customercare.mtnldelhi.in

In case the complaint is not redressed within specified time-limit or if customer is not satisfied,
then to accelerate the redressal of his complaint, he can lodge appeal to appellate authority. The
details of Appellate Authorities of MTNL are attached in Annexure-III and are also available on
website of MTNL Delhi (www.mtnldelhi.in)

In addition, the customer has an option to lodge his grievance, in case of non-resolution of his
grievances, on other platforms like:

TRAI website: http://www.trai.gov.in

Public grievances to the central Government (Centralized CPGRAMS) website:
http://pgportal.gov.in

5. Stakeholders: Service Recipients/ Citizens/Clients:

(i)
Citizen of India
(ii) Telecom subscribers including prospective and others
(iii) Walk-in customers in Sachaar Haats/Customer Service Centers (CSCs)

6. Responsibility Centres/ Subordinate Offices:

For Providing wireline telecom services like landline, broadband, leased lines, FTTH etc. in
licensed service area of Delhi.
(i)
(ii)

Area GMs (List attached at Annexure III)

Divisional Engineers (Outdoor)/ AGM(Commercial)/Chief Accounts Officer (TR)

(Lists attached at Annexures IV, V &VI)

7. Indicative Expectations from Service Recipients:

(i)
(ii)
(iii)
(iv)
(v)
(vi)

Submit duly completed application forms in all respects.

Timely payment of bills/dues.
Check website of the MTNL regularly for updates on policies, programs and procedures.
Not to hesitate in contacting the concerned officer on telephone/E-mail.
Stake holder should not hide facts in the applications, appeals, discussion, etc.
To make available their email address and Mobile Numbers through SMS, Call centre, Bill
payment slip or on website (www.mtnldelhi.in)

8. Charter will be reviewed on annual basis for possible revision, if any, based on the feedback
received from various stakeholders.

Annexure-I

Main Service/ Transactions

S.
No.
1.

Service/
Transactions
Provision of
New land line
BB/ BB combo
connection

Weight
%

Responsible Person
(Designation) Email
Ph. No.
Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)

Process

Document Required

Submission of completed CAF with required documents

along with payment as per opted plan at concerned Sanchar
Haat (list of Sanchar Haats attached at Annexure VIII)
Scrutiny of CAF and documents

Application
Form
alongwith requirement of
documents and fee if any,
is available on website

Processing for approval

www.mtnldelhi.in

Issue of Work Order

Installation of connection with check of bonafide if found
technically feasible
Completion of work order and generation of billing data
2.

Shifting of
land line / BB
Combo
connection

Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)

Submission of Shift request with required documents at

concerned Sanchar Haat/Commercial section (list of Sanchar
Haats attached at Annexure VIII)
Scrutiny of request and documents

requirement of documents
is available on website

www.mtnldelhi.in

Processing for approval

Issue of Work Order

3.

Fault repair of
Landline/BB
connection

Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)

Installation of connection with check of bonafide if found

technically feasible
Booking complaints as mentioned in Grievance redressal
mechanism and allotment of Docket No. to subs.
Transfer of complaint to concerned staff
Attending of complaint by concerned staff
Testing of Tel and verification from Subs/intimation to Subs
at registered Mobile Number.
Closure of complaint in FRS system

N/A

4.

Billing/Metering
complaints

AGM(Coml) of area
Concerned (list
enclosed at
Annexure-V)

Submit application giving the details of complaint to PRO of

Area concerned. (list of PROs enclosed at Annexure-VII)
PRO Scrutinizes complaint, collects relevant data from
various sources and submits the case to MRC committee
MRC committee examines the case and decides accordingly

N/A

PRO coveys the decision to CAO(TR)

5.

Termination
of
Service & Refunds

Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)

CAO(TR) implements the decision / award given by MRC

committee (List of CAO(TR)s attached at Annexure-VI)
Termination request alongwith required documents & deposit
of outstanding dues, telecom equipment provided.
Scrutiny of application and documents
Issue of Work Order
Disconnection execution
Processing and approval of refund of security deposit by
CAO(TR) (List of CAO(TR)s attached at Annexure-VI)
Dispatch of cheque to the party

requirement of documents
is available on website

www.mtnldelhi.in

Annexure-II

Service Standards
S.
No.
1.

2.

3.

Service/ Transactions
Provision of
a) New land line connection
b) New BB connection
Shifting of
a) land line
b) BB connection
Fault repair of
Landline/BB connection

4.

Billing/Metering complaints

5.

Termination of Service

6.

Refunds

Weight

Success Indicators
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.

Service
Standards

Unit

7
15

Working
days

3
7

Working
days

Working
days
weeks

Weight

Data source

CSMS system
Coml record /
CSMS system
FRS system

Working
days

TR office
records
Coml record /
CSMS system

60

Working
days

TR
records

office

Annexure-III
LIST of AREA GENERAL MANAGERS
AREA

Address

Telephone
No.

FAXNo.

EmailID

GeneralManager
(B.C.P)

8,BhikajiCamaPlace,
NewDelhi?110066

GeneralManager
(West)

5thFloor,RoomNo.510, 25432213 25117800 gmwest@bol.net.in

Administration
BlockRajouriGarden,New
Delhi110027
IstFloor,NehruPlace
26466600 26466266 gmnp@bol.net.in
TelephoneExch.Bldg,New
Delhi110019

GeneralManager
(NehruPlace)

GeneralManager
(North)
GeneralManager
(Central)

GeneralManager
(TY)

26188080 26184131 gmbcp@bol.net.in

SancharParisar,
27918000 27923500 gmrhn@bol.net.in
Sector3,Rohini,Delhi110
085
DoorsancharSadan,
24328808 24327576 gmc@bol.net.in
2ndFloor,LobbyNo.29,
CGOComplex,N.Delhi110
003
GBlock,DDAShopping
22433333 22047500 gmty@bol.net.in
Centre,PreetVihar,Delhi
110092

GeneralManager
(East)

Sh.JawaharLalNehru
Marg,MintoRoad,
N.Delhi110002

23234040 23239090 gme@bol.net.in

Annexure-IV

List of Divisional Engineers (Outdoor)

AREA
GM(Central)

CM(BCP)

GM(NP)

GM(EAST)

GM(NORTH)

Responsible Person
(Designation)
Divisional Engineer(Outdoor) Janpath
Divisional Engineer(Outdoor) Kidwai
Bhawan
Divisional Engineer(Outdoor) Jor Bagh
Divisional Engineer(Outdoor) CGO
Divisional Engineer(Outdoor) Sena Bhawan
Divisional Engineer(Outdoor)Rajpath
Divisional Engineer(Outdoor) BCP
Divisional Engineer(Outdoor) CHY
Divisional Engineer(Outdoor )VKJ
Divisional Engineer(Outdoor-I) HK
Divisional Engineer(Outdoor-II) HK
Divisional Engineer(Outdoor-I) NP
Divisional Engineer(Outdoor-II) NP
Divisional Engineer(Outdoor-III) NP
Divisional Engineer(Outdoor-I) OKH
Divisional Engineer(Outdoor) SVR
Divisional Engineer(Outdoor) TKB L/A
Divisional Engineer(Outdoor) TKB
Divisional Engineer(Outdoor) DG
Divisional Engineer(Outdoor-I) IDGAH
Divisional Engineer(Outdoor-II) IDGAH
Divisional Engineer(Outdoor)E TH
Divisional Engineer(Outdoor)W TH
Divisional Engineer(Outdoor)E KB
Divisional Engineer(Outdoor)W KB
Divisional Engineer(Outdoor-I) RHN
Divisional Engineer(Outdoor) RHN,Sec6
Divisional Engineer(Outdoor) RHN, Sec 9
Divisional Engineer(Outdoor) SWR
Divisional Engineer(Outdoor) KPM
Divisional Engineer(Outdoor) BDL
Divisional Engineer(Outdoor) NRL

Phone No
23747373
23713520

depodjp@bol.net.in
depodkbn@bol.net.in

24697744
24392233
23015599
23782525
26172600
26876468
26122425
26867400
26867600
26430344
26460066
26476119
26344675
26952021
26952929
26055566
23231100
23528100
23610775
23978777
23953343
25720102
25824749
27948877
27933737
27553535
27033535
27102324
27851100
27787070

depodjb1@bol.net.in
deodcgo@bol.net.in
depodsb@bol.net.in
depodrp@bol.net.in
deodbcp@bol.net.in
deodchy@bol.net.in
deodvkj@bol.net.in
deodhk1@bol.net.in
deodhk2@bol.net.in
deod1np@bol.net.in
deod2np@bol.net.in
deod3np@bol.net.in
deod1@bol.net.in.
deodsvr@bol.net.in
deod2tkb@bol.net.in
deodtkh@bol.net.in
deoddg@bol.net.in
deodid1@bol.net.in
deodid2@bol.net.in
deodeth@bol.net.in
deodwth@bol.net.in
deodkb@bol.net.in
deodkbw@bol.net.in
deodrhs3@bol.net.in
deodrhs6@bol.net.in
deidrhs9@bol.net.in
deodswr@bol.net.in
deodkpm@bol.net.in
deodbdl@bol.net.in
deodnrl@bol.net.in

GM(TY)

GM(WEST)

Divisional Engineer(Outdoor) SKN

Divisional Engineer(Outdoor) AVR
Divisional Engineer(Outdoor) SMB
Divisional Engineer(Outdoor) A Ngr
Divisional Engineer(Outdoor) MV-I
Divisional Engineer(Outdoor) MV-II
Divisional Engineer(Outdoor-III) LXR
Divisional Engineer(Outdoor-I) LXR
Divisional Engineer(Outdoor) KKD
Divisional Engineer(Outdoor-I) SHD
Divisional Engineer(Outdoor-II) SHD
Divisional Engineer(Outdoor-I) YVR
Divisional Engineer(Outdoor-II) YVR
Divisional Engineer(Outdoor) RG
Divisional Engineer(Outdoor) SPR
Divisional Engineer(Outdoor) HNR
Divisional Engineer(Outdoor) DWK&NJF
Divisional Engineer(Outdoor/ID) DWK

27251323
27222525
27477755
27468700
22714400
22786868
22240058
22548888
22305454
22588382
22112700
22185104
22193500
25928155
25896353
25129494
25366900
25032829

deodmkn@bol.net.in
deodav@bol.net.in
deodsmb@gmail.com
deodadngr@bol.net.in
deodmvr1@bol.net.in
deodmv2@bol.net.in
deod3lxr@bol.net.in
deod1ln@bol.net.in
deodkkd@bol.net.in
deod1shd@bol.net.in
deod2shd@bol.net.in
deod1yvr@bol.net.in
deod2yvr@bol.net.in
derg@bol.net.in
despr@bol.net.in
deodhnr@gmail.com
deodnjf@bol.net.in
deoddwr2@bol.net.in

Annexure-V

List of Assistant General Managers (Commercial)

AREA
GM(North)

GM(East)

GM(NP)
GM(TY)
GM(West)

GM(BCP)

GM(Central)

Responsible Person (Designation)

AGM(Comml.) Badli
AGM(Comml.) SKN
Agm(comml.)RHN
AGM(Comml.) Idgah/DE(FRS)
AGM(Comml)/DE(ID)KB
AGM(Comm)/DE(FRS)TH
AGM(Comml)/DE(OD) DG
AGM(Comml.) NP
AGM(Comml.) SVR
AGM(Comml.) LXR
AGM(Comml.) SHD
AGM(Comml.) RG
AGM(Comml.) SPR
AGM(Comml.) PVR
AGM(Comml.) HN
AGM(Comml.) NGL
AGM(Comml.) JKP
AGM(Comml.) DWK
AGM(Comml.) Dabri
AGM(Comml.) NJF
AGM(Comml.) BCP
AGM(Comml.) CHY
AGM(Comml.) HK
AGM(Comml.) JP

Phone No
27881919
27111040
27925922
23610123
25720102
23913100
23231100
26486677
26952020
22411411
22584545
25100659
25898788
25260777
25129494
25963456
25696666
25031200
25032829
28021200
26167370
24107630
26601207
23321463

Email
deodbdl@bol.net.in
agmcn1@bol.net.in
depgn2@bol.net.in
defrsid@bol.net.in
dekbd3@bol.net.in
deidth@bol.net.in
deoddg@bol.net.in
agmshnp@bol.net.in
agmsvr@bol.net.in
agmsaleslxr@bol.net.in
deod1shd@bol.net.in
agmshrg@bol.net.in
despr@bol.net.in
deodpvr@bol.net.in
sdeshhnr@bol.net.in
deodngl@bol.net.in
agmcsjkp@bol.net.in
amdwarka@bol.net.in
amdwarka@bol.net.in
amdwarka@bol.net.in
agmcbcp@bol.net.in
agmcchy@bol.net.in
agmchk@bol.net.in
agmc1ce@bol.net.in

Annexure- VI

List of Chief Accounts Officers

AREA
GM(NORTH)
GM (NehruPlace)
GM(TY)

GM(Central)

GM(BCP)

GM(West)
GM(East)

Responsible Person
(Designation)
Chief Accounts Officer(TR) RHN
Chief Account officer(TR)SKN
Chief Accounts Officer(TR)
Chief Accounts Officer(TR)LXR
Chief Accounts Officer(TR)KKD
Chief Accounts Officer(TR)SHD
Chief Accounts Officer(TR)JB
Chief Accounts Officer(TR)CGO
Chief Accounts Officer(TR)KBN
Chief Accounts Officer(TR)HK
Chief Accounts Officer(TR)BCP
Chief Account Officer Chy
Chief Accounts Officer(TR)
Chief Accounts Officer(TR)HNR
Chief Accounts Officer(TR)TH
Chief Accounts Officer(TR)DG
Chief Accounts Officer(TR)ID
Chief Accounts Officer(TR)KB

Phone No
27914783
26226939,26226446
22457380
22376930
22595496
24642020
24323545
23322452
26530202
26188396
24106096
25126777
25496905
23987020
23267178
23616468
25788540

Email
caotr2rhn@bol.net.in
caotrskn@bol.net.in
caotrnp@bol.net.in
caotrlxr@bol.net.in
caotrkkd@bol.net.in
caotrshd@bol.net.in
caoncrc@bol.net.in
caotrcgo@bol.net.in
caotrkbn@bol.net.in
caotrhk@bol.net.in
caotrbcp@bol.net.in
cotrchy@bol.net.in
captrrg@bol.net.in
caotrhnr@bol.net.in
aotrth@bol.net.in
aotrdg@bol.net.in
caotrid@bol.net.in
cotrkb@bol.net.in
aotrkb@bol.net.in

Annexure-VII

List of Pubic Relation Officers

AREA
GM(NORTH)

GM(TY)

GM(EAST)

GM(Central)

GM(NP)

GM(BCP

GM(West)

Responsible Person
(Designation)
Pubic Relation Officer(MRC)RHN
Pubic Relation Officer(NARELA)
Pubic Relation Officer(SKN)
Pubic Relation Officer(I)
Pubic Relation Officer(II)
Public relation officer(1)
Pubic Relation Officer(DG)
Pubic Relation Officer(Idgah)
Pubic Relation Officer(TH)
Pubic Relation Officer(JB)
Pubic Relation Officer(KBN)
Pubic Relation Officer(RP)
Pubic Relation Officer(NP)
Pubic Relation Officer(OKH)
Pubic Relation Officer(SVR)
Pubic Relation Officer(BCP)
Pubic Relation Officer(CHY)
Pubic Relation Officer(HK)
Pubic Relation Officer(RG)
Pubic Relation Officer(JKP)
Pubic Relation Officer(NJF)
Pubic Relation Officer(DWK)
Pubic Relation Officer(PVR)
Pubic Relation Officer(NGL)
Pubic Relation Officer(DBRI)
Pubic Relation Officer(DC)
Pubic Relation Officer(SPR)

Phone No

Email

27925511
27781667
27219000
22462499
22056223
22513090
23263733
23628827
23979596
24628286
23358844
23073090
26480048
26917576
26972900
26164466
26118181
26529233
25934222
25530500
25028715
25072323
25271300
25185077
25385555
25691085
25701900

depgn2@bol.net.in
deodbdl@bol.net.in
agmcn1@bol.net.in
Pro1ty@bol.net.in
depgty@bol.net.in
prolty@bol.net.in
Prodg02@gmail.com
proid@bol.net.in
proth@bol.net.in
depfrsjb@bol.net.in
agmc1ce@bol.net.in
depodrp@bol.net.in
sdeshnp@bol.net.in
sde.dsaokh@gmail.com
sdeshsvr@bol.net.in
cobcp@bol.net.in
cochy@bol.net.in
cohk@bol.net.in
shsderg@bol.net.in
projkp1@bol.net.in
shsdenjf@gmail.com
prodwarka6@bol.net.in
shsdepvr@bol.net.in
sdecscngl@bol.net.in
prodabri@bol.net.in
sdeshdc@bol.net.in
despr@bol.net.in

Annexure-VIII

LIST OF SANCHAR HAATS IN MTNL DELHI

S.No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28

Location of Sanchar Haats

GM TRANS YAMUNA
Laxmi Nagar, Telephone Exchange Bldg. Delhi.
AGCR Enclave, L-5 DDA Market, Delhi 92
Madhu Vihar, I.P.Extn. Delhi 92
Pkt. IV, Mayur Vihar, Ph-I, Delhi
DDA Market, Mayur Vihar, Ph-2, Delhi
Dilshad Garden, Pkt. H, Delhi
Loni Road, Exchange Bldg, DDA Market.
New Zafrabad, DDA Market, Delhi
Naveen Shahdara, Raj Block, Delhi
Yamuna Vihar, Tele. Exch. Bldg.
GM BHIKAJI CAMA PLACE
BCP Tele. Exch. Bldg Bhikaji Cama place,
Hauz Khas Tele. Exch. Bldg.
Mehrauli
Tele. Exch. Bldg., Chanakya Puri.
Khasra No.337/2 F/F, Mahipalpur, Delhi.
B/1, Tele. Exch, Bldg., Vasant Kunj, Delhi.
Asola Chandan Complex Building, Fatehpur Beri, ND
Vasant Vihar, Munirka Marg, ND
GM NORTH
Shakti Nagar, Exch. Bldg. Delhi.
AD-Block, Shalimar Bagh, Delhi.
Virat Bhawan, Mukherjee Nagar, Delhi
Rohni, Sector-9, Delhi
Rohini, Sector-3, Delhi
Saraswati Vihar,Delhi
Keshav Puram Lawarance Road, Tele. Exch.,
Tele. Exch. Bldg, Badli
CSC, Narela, DSIDC, Delhi
GM EAST
Delhi GateTele Exch, New Delhi-110002

29

Mahanagar Door Sanchar Bhawan, J.L.N. Marg, New Delhi-110002

30

Main Tele Exch Building, Tis Hazari

31

Main Tele Exch Building, Lothian Road, near GPO Delhi

32

Idgah Tele Exch Building, Faiza Road, New Delhi-1100055

33

DDA Shopping Centre, Gulabi Bagh, Delhi-110007

34

Gate No-4, Tele Exch Main Building, Pusa Road, karol Bagh, New Delhi-110005
GM CENTRAL

35

Eastern Court Janpath Road, New Delhi-110001

36

Jeevan Tara Building , P/Street, New Delhi-110001

37

Tele Exch Jor Bagh, New Delhi-110003

38

Mahanagar Door Sanchar sadan, 9, CGO Complex, lodhi road, New Delhi-110003
GM WEST

39

Rajouri Garden Admn Block Grd Floor

40

3, CSC, DDA Market, Sunder Vihar (PVR)

41

Hari Nagar Tele Exch

42

AM office JKP, Janak Puri Telephone Exchange, Near Metro Station

43

Sanchar Haat Thana Road Najafgarh

44

20-D, Dabri Tele Exch. Dabri

45

A.M office Dwarka, Sec-6, Tele Exch. Dwarka

46

O/o A.M. Delhi Cantt, Gopi Nath Bazar, Delhi cantt

47

Tele Exch Pandav Nagar, Shadi Pur

48

Telephone Exchange Nangloi

GM NEHRU PLACE

49

Sanchar Haat, NP Tele Exch Building,

50

S/Haat, Okhla Tele Exch Building

51

Sanchar Haat, DDA Market, Pkt-E, Sartia Vihar

52

Pocket A-8, Kalkaji Extension, Tuglakabad