PREFACE

As one cannot achieve worth wide in any field of knowledge solely on the basis of theoretical knowledge from books to develop healthy managerial and administrative skills in potential manager, it has became a necessity that the theoretical knowledge should be necessarily supplemented with the real business environment actually it is the implementation of theory in practical which is the life force of management. My training at BSNL had been a learning and wonderful experience. Constantly additing to my knowledge. I had the opportunity of getting practical insight into the business world, which enable me to sufficient the Principle of management with critical. Working of the well established, esteemed and leading organization. I have also learned how to ameliorate my theoretical knowledge into practical aspects. I have tried to put in my utmost and best effort to make this project a learning and really useful to the company.

Acknowledgement
Success of every project depends largely on the SELF & encouragement and guidance of many others. I take this opportunity to express my gratitude to the people who have been instrumental in the successful completion of this study project. First of all I would like to thank the Management at BSNL for giving me the opportunity to do my twomonth project training in their esteemed organization. Internal Guide for providing me with valuable advice and endless supply of new ideas and support for this project.

I would like to thank Mr. G.S. Chhabra for providing practical exposure for the project and his valuable guidance during the project work.

TABLE OF CONTENTS
PREFACE INTRODUCTION COMPANY PROFILE INTRESTING FACTS BSNL SERVICE ORGANISATIONAL CHART MARKETING STRATERGY CONSUMER SERVICE VIGILANCE CELL PUBLIC SURVEY REPORTS sugget BIBLIOGRAPHY

INTRODUCTION
Bharat Sanchar Nigam Ltd. formed on 1 st October 2000, is one of the largest & leading public sector units providing comprehensive range of telecom services in India. BSNL has installed Quality Telecom Network in the country & now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages & winning customer's confidence. Today, it has about 43.74 million line basic telephone capacity, 8.83 million WLL capacity, 72.60 million GSM capacity, 37,885 fixed exchanges, 68,162 GSM BTSs, 12,071 CDMA Towers, 197 Satellite Stations, 6,86,644 RKm. of OFC, 50,430 RKm. of microwave network connecting 623 districts, 7330 cities/towns & 5.8 lakhs villages . BSNL is the only service provider, making focused efforts & planned initiatives to bridge the rural-urban digital divide in ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of the country & operates across India except New Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier or North-Eastern regions of the country, BSNL serves its customers with a wide bouquet of telecom services namely Wireline, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP, IN Services, FTTH, etc. BSNL is numero uno of India in all services in its license area. The company offers wide ranging & most transparent tariff schemes designed to suit every customer. BSNL has 90.09 million cellular & 5.06 million WLL customers as on 31.07.2011. 3G Facility has been given to all 2G connections of BSNL. In basic services, BSNL is miles ahead of its rivals, with 24.58 million wireline phone subscribers i.e. 71.93% share of the wireline subscriber base. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data & video through the same Backbone & Broadband Access Network. At present there are 8.09 million broadband customers. The company has vast experience in planning, installation, network integration & maintenance of switching & transmission networks & also has a world class ISO 9000

certified Telecom Training Institute. During the 2010-11, turnover of BSNL is around Rs. 29,700 Crores.

ASPIRATION
Be the leading Telecom Service Provider in India with global presence. Create a customer focused organisation with excellence in sales, marketting and customer care. Leverage technology to provide affordable and innovative products/services across customer segments Provide a conducive work environment with strong focus on performance Establish efficient business processes enabled by IT

MISSION: Be the leading telecom service provider in India with global presence. Generating value for all stakeholders - employees, shareholders, vendors & business associates Maximizing return on existing assets with sustained focus on profitability Becoming the most trusted, preferred and admired telecom brand To explore International markets for Global presence Creating a customer focused organization with excellence in customer care, sales& marketing Developing a marketing and sales culture that is responsive to customer needs Excellence in customer service-friendly, reliable, time

bound, convenient and courteous service Leveraging technology to provide affordable and innovative products/ services across customer segments Offering differentiated products/services tailored to different service segments Providing reliable telecom services that are value for money Providing a conducive work environment with strong focus on performance Attracting talent and keeping them motivated Enhancing employees skills and utilizing them effectively Encouraging and rewarding individual and team/group performance Establishing efficient business processes enabled by IT Changing policies and processes to enable transparent, quick and efficient decision making Building effective IT systems and tools OBJECTIVES: To be the Leading Telecom Services provider by achieving higher rate of growth so as to become a profitable enterprise. To provide quality and reliable fixed telecom service to our customer and thereby increase customers confidence. To provide customer friendly mobile telephone service of high quality and play a leading role as GSM operator in its area of operation. Strategy for: Rightsizing the manpower Providing greater customer satisfaction Contribute towards: Broadband customers base of 20 Mn in India by the end of 2011-12 as per broadband policy 2004.

 Providing telephone connections in villages as per Government policy. To leverage the existing infrastructure of BSNL for facilitating implementation of other government programmes and initiatives particularly in the rural areas.

BSNL Registered Office

Bharat Sanchar Bhavan Harish Chandra Mathur Lane Janpath, New Delhi110 001 Bharat Sanchar Bhavan Harish Chandra Mathur Lane Janpath, New Delhi110 001

BSNL Corporate Office

Growth Plan BSNL has continued its growth story ever since its formation & has reached a customer base of 81.49 million as on 31 st March,2009 from 28.11 million as on 31 st March,2001. BSNL further plans to increase its customer base to 160 Million by March, 2014. New Services introduced/planned by BSNL 3G Services : BSNL has started 3G services in 290 cities and acquired more than 6lakh customers. It has planned to roll out 3G services in 760 cities across the country in 2010-11. Broadband services : The shift in demand from voice to data has revolutionized the very nature of the network. BSNL is poised to cash on this opportunity and has planned for extensive expansion of the Broadband services. The Broadband customer base of 3.56 Million customer in March'2009 is planned to be increased to 16.00 million by March 2014. BSNL is also offering prepaid Broadband services. The customers availing prepaid broadband have many advantages over post paid broadband like control on usage, Mobility etc. In addition to wireline broadband services, BSNL is also in the process of rolling out its Wi-MAX network in rural areas to take an initial lead and provide wireless broadband services in all rural blocks in the country during 2010-11. The Urban Wi-Max is also being deployed in Kerala & Punjab Circles and shall cover all the mojor cities in these circles. Wi-Max services are also being provided through a Franchisee agent with M/s SOMA in three states of Gujrat, AP and Maharashtra. Value Added Services : BSNL is focussing on provision of value added services/features to attract high end customers and to double its revenues from VAS Fibre to Home(FTTH) : To meet the demand for high bandwidth services, BSNL is rolling out FTTH services (GPON & GE-PON) for the first time in the country, which is likely to generate substantial revenue in coming years. Services are likely to start by March 2010. Mobility in WLL: BSNL is planning to provide full mobility on its WLL network from March 2010.

BSNL is committed to provide quality Telecom Services at affordable price to the citizens of the remotest part of the Country. BSNL is making all effort to ensure that the main objectives of the new Telecom Policy 1999 (salient points indicated below) are achieved: Access to telecommunications is of utmost importance for achievement of the country's social and economic goals. Availability of affordable and effective communications for the citizens is at the core of the vision and goal of the new Telecom policy 1999. Strive to provide a balance between the provision of universal service to all uncovered areas, including the rural areas, and the provision of high-level services capable of meeting the needs of the country's economy; Encourage development of telecommunication facilities in remote, hilly and tribal areas of the country; Transform in a time bound manner, the telecommunications sector to a greater competitive environment in both urban and rural areas providing equal opportunities and level playing field for all players;

Services BSNL provides almost every telecom service in India. Following are the main telecom services provided by BSNL: Universal Telecom Services : Fixed wireline services & Wireless in Local loop (WLL) using CDMA Technology called bfone and Tarang respectively. As of December 31, 2007, BSNL has 81% marketshare of fixed lines. Cellular Mobile Telephone Services: BSNL is major

provider of Cellular Mobile Telephone services using GSM platform under the brand name BSNL Mobile[4].
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As of Sep 30, 2009 BSNL has 12.45% share of mobile telephony in the country[5]. Internet: BSNL provides internet services through dial-up connection (Sancharnet) as Prepaid, (NetOne) as Postpaid and ADSL broadband (BSNL Broadband). BSNL has around 50% market share in broadband in India. BSNL has planned aggressive rollout in broadband for current financial year. Intelligent Network (IN): BSNL provides IN services like televoting, toll free calling, premium calling etc. 3G:BSNL offers the '3G' or the'3rd Generation' services which includes facilities like video calling etc. IPTV:BSNL also offers the 'Internet Protocol Television' facility which enables us to watch television through internet.
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FTTH:Fibre To The Home facility that offers a higher bandwidth for data transfer.This idea was proposed on post-December 2009. Administrative units BSNL is divided into a number of administrative units, termed as telecom circles, metro districts, project circles and specialized units, as mentioned below: Maintenance Regions Jharkhand Telecom Circle Eastern Telecom Maintenance Region Karnataka Telecom Circle Telecom Circles Metro Districts Andaman & Nicobar Telecom Circle Calcutta Andhra Pradesh Telecom Circle Chennai Assam Telecom Circle Project Circles Bihar Telecom Circle Eastern Telecom Project Circle Chhattisgarh Telecom Circle Western Telecom Project Circle Gujarat Telecom Circle Northern Telecom Project Circle Haryana Telecom Circle Southern Telecom Project Circle Himachal Pradesh Telecom Circle

IT Project Circle, Pune Jammu & Kashmir Telecom Circle

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Maintenance Regions Jharkhand Telecom Circle Eastern Telecom Maintenance Region Karnataka Telecom Circle Western Telecom Maintenance Region Kerala Telecom Circle Northern Telecom Maintenance Region Madhya Pradesh Telecom Circle Southern Telecom Maintenance Region Maharashtra Telecom Circle Specialized Telecom Units North East-I Telecom Circle Data Networks North East-II Telecom Circle National Centre For Electronic Switching Orissa Telecom Circle Technical & Development Circle Punjab Telecom Circle Quality Assurance Rajasthan Telecom Circle Production Units Telecom Factory, Mumbai Telecom Factory, Jabalpur Telecom Factory, Richhai Telecom Factory, Kolkata Other Units Training Institutions Telecom Stores Advanced

Level Telecom Training Centre North East Task Force Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training Telecom Electrical Wing National Academy of Telecom Finance and Management Telecom Civil Wing
5

Regional Telecom Training Centres Circle Telecom Training Centres District Telecom Training Centres Present and future BSNL (then known as Department of Telecom) had been a near monopoly during the socialist period of the Indian economy. During this period, BSNL was the only telecom service provider in the country (MTNL was present only in Mumbai and New Delhi). During this period BSNL operated as a typical state-run organization, inefficient, slow, bureaucratic, and heavily uinionised. As a result subscribers had to wait for as long as five years to get a

telephone connection.The corporation tasted competition for the first time after the liberalisation of Indian economy in 1991. Faced with stiff competition from the private telecom service providers, BSNL has subsequently tried to increase efficiencies itself. DoT veterans, however, put the onus for the sorry state of affairs on the Government policies, where in all state-owned service providers were required to function as mediums for achieving egalitarian growth across all segments of the society. The corporation
6

(then DoT), however, failed miserably to achieve this and India languished among the most poorly connected countries in the world. BSNL was born in 2000 after the corporatisation of DoT. The efficiency of the company has since improved. However, the performance level is nowhere near the private players. The corporation remains

heavily unionised and is comparatively slow in decision making and implementation. Though it offers services at lowest tariffs, the private players continue to notch up better numbers in all areas, years after year. BSNL has been providing connections in both urban and rural areas. Preactivated Mobile connections are available at many places across India. BSNL has also unveiled costeffective broadband internet access plans (DataOne) targeted at homes and small businesses. At present BSNL enjoy's around 60% of market share of ISP services.[6] Year of Broadband 2007 2007 has been declared as "Year of Broadband" in India and BSNL is in the process of providing 5 million Broadband connectivity by the end of 2007. BSNL has
7

upgraded existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2

Mbit/s broadband service is being provided by BSNL at a cost of just US$ 11.7 per month (as of 21/07/2008 and at a limit of 2.5GB monthly limit with 0200-0800 hrs as no charge period). Further, BSNL is rolling out new broadband services such as triple play. BSNL is planning to increase its customer base to 108 million customers by 2010. With the frantic activity in the communication sector in India, the target appears achievable. BSNL is a pioneer of rural telephony in India. BSNL has recently bagged 80% of US$ 580 m (INR 2,500 crores) Rural Telephony project of Government of India.[7] On the 20th of March, 2009, BSNL advertised the launch of BlackBerry services across its Telecom circles in India. The corporation has also launched 3G services in select cities across the country. Presently, BSNL and MTNL are

the only players to provide 3G services, as the Government

8

is still in the process of auctioning the 3G spectrum to private players. BSNL has also launched a Entertainment Portal called BSNL Hungama Portal from where subscribers could download contents like music, music videos for free and also download or play various games online. Only Tamil,Kannada,Telugu & Hindi are provided at present. Hopes are there that the database could be expanded. BSNL charges a fixed monthly subscription fee for this function. Challenges During the financial year 2006-2007 (from April 1, 2006 to March 31, 2007) BSNL has added 9.6 million new customers in various telephone services taking its customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million.

However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under
9

One India plan, however, the success of the scheme is not known. However, BSNL faces bleak fiscal 20062007 as users flee, which has been accepted by the CMD BSNL.[8] Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide service in nonlucrative areas especially rural areas) has been slashed by 37% by TRAI, w.e.f. April 1, 2007. The reduction in ADC may hit the bottomlines of BSNL. BSNL launched 3G services in 11 cities of country in 2nd

march 2009.MTNL which operates in Mumbai and Delhi first launched 3G services in these cities.

BROADBAND
Broadband services are used by Telecom Companies worldwide to leverage their existing investment in copper in the local loop. Copper as a last-mile delivery medium has the advantage of near-universal penetration, and local Telecom Companies are increasingly eyeing broadband services on it as a means of hitting back at cable operators who have begun infringing on their turf by their bundled Internet offerings.

Several interesting services can be provided in an Integrated manner by the broadband service provider. Some of these are: High Speed Internet Services

 Video on Demand Multicast Video Streaming Interactive e- Learning Interactive Gaming High speed Internet Services refer to always-on fast Internet access. Video on Demand enables the user to select from an online library of content and select any of the available choices for viewing at a convenient time. This is similar to borrowing a Video for viewing . Multicast video streaming is similar to cable or terrestrial broadcast the user can join at any time but the stream begins and ends at the preappointed times. Interactive e-learning can consist of electronic classrooms with 2-way and multi-way communication between teachers and students. Interactive gaming enables multiple players to play online games pitted against each other or against computers, through gaming servers employed by gaming content providers. Needless to say, all these services require the service provider to have strong tie-ups with the various content providers. After all, what is hardware without usable software?

BSNL is in the process of commissioning of a world class, multi-gigabit, multiprotocol, convergent IP infrastructure through National Internet Backbone-II (NIBII), that will provide convergent services through the same backbone and broadband access network. The Broadband service will be available on DSL technology (on the same copper cable that is used for connecting telephone), on a countrywide basis spanning 198 cities. In terms of infrastructure for broadband services NIB-II would put India at par with more advanced nations. The services that would be supported includes always-on broadband access to the Internet for residential and business customers, Content based services, Video multicasting, Video-on-demand and Interactive gaming, Audio and Video conferencing, IP Telephony, Distance learning, Messaging: plain and feature rich, Multi-site MPLS VPNs with Quality of Service (QoS) guarantees. The subscribe will be able to access the above services through Subscriber Service Selection System (SSSS) portal. Key Objectives

To provide high speed Internet connectivity (upto 8 Mbps) To provide Virtual Private Network (VPN) service to the broadband customers To provide dial VPN service to MPLS VPN customers. To provide multicast video services, video-on-demand, etc. through the Broadband Remote Access Server (BRAS). To provide a means to bill for the aforesaid services by either timebased or volume-based billing. It shall provide the customer with the option to select the services through web server

To provide both pre-paid and post paid broadband services Technical Capability of the Backbone The Broadband Service will be given through the state of the art Multi Protocol Label Switching (MPLS) based IP Infrastructure, which is designed to provide reliable routes to cover all possible destinations within and outside the country. Layer 1 of the network will consist of a high speed Backbone comprising of 24 powerful Core Routers connected with high speed 2.5 Gbps(STM-16) links. The routers are located on the national DWDM network interfacing at STM-16 optical level to provide for high transmission speeds. What advantage does MPLS have over other Technologies? MPLS VPN is a technology that allows a service provider like BSNL to have complete control over parameters that are critical to offering its customers service guarantees with regard to bandwidth throughputs, latencies and availability. Services available through Broadband High speed Internet Access: This is the always-on Internet access service with speed ranging from 256 kbps to 8 Mbps. Multicasting: This is to provide video multicast services for application in distance education, telemedicine etc Dial VPN Service: This service allows remote users to access their private network securely over the NIB-II infrastructure. Video and Audio Conferencing: Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV

What the customer needs in order to be able to use Broadband? BSNL's Bfone (Basic phone) connection Personel Computer with 10/100 Ethernet Port

ADSL CPE (Customer Premise Equipment). This can be taken from BSNL at nominal rental per month.

The agreement involves the deployment of three million subscriber broadband units across the 15 circles or concession areas held by BSNL, which currently serves 85 per cent of all fixed-line subscribers in the country.

The project is expected to expand the reach and quality of BSNLs fixed broadband services across the country and address the requirements of future multimedia broadband services there. ZTE has already deployed over three million subscriber broadband units for BSNL, and following this new contract win, DSLAM equipment from ZTE will account for between 40 per cent and 45 per cent of BSNLs DSL market share.

Airtel broadband service is considered to have a more organized, better customer support as compared to that provided by BSNL. Airtel comes equipped with extra features, luring customers with varied interests. Airtel has recently come up with an on-demand usage scheme wherein the customer pays for as much as he/she uses. This plan will help Airtel stand strongly against less expensive service providers like BSNL. BSNL broadband advantages Thanks to the dedicated and wide network, BSNLs broadband service has a wider reach compared to any service provider operating in India. The service reaches even the rural areas, unlike other major service providers. BSNLs broadband service is considered to be more cost-effective that other broadband service providers, making it a popular choice in an economical perspective. Airtel broadband drawbacks Compared to BSNLs broadband service, the Airtel broadband service requires its subscribers to shell out more money. BSNL broadband drawbacks BSNL broadbands popularity has made people queue up for its service. However, the long delay in getting a broadband connection may actually deflect the pursuers to another broadband service provider. BSNL has not been known for its customer service. Its poor customer support is credited to its state-owned status. Both the services are popular in their own right.
BSNl is a better option to go with as they are cheap and Airtel is expensive.

BSNL broadband plans

BB COMBO Plans
Particulars BB COMBO Plan for Home & Business Users with Limited Usage
BBG FN Combo 500 Upto 2Mbps All Users 500 5000 BBG FN Combo 599 upto 512 Kbps All Users 599 5990 BBG FN Combo 600 BBG Combo 1111 BBG Speed Combo 2799 Upto 8Mbps All Users 2799 27990

BBG COMBO Nomenclature 299 Bandwidth (Download Speed) Applicability Monthly Charges (Rs) Annual Payment Option (Rs) [10 x FMC] Two Years Payment Option@ (Rs) [18 x FMC] Three Years Payment Option@ (Rs) [24 x FMC] Download/Uploa d Limit (MB/ GB) per month

256 kbps All Users 299 2990

Upto 2 Mbps All Users 600 6000

upto 2 Mbps All Users 1111 11110

5382

9000

10782

10800

19998

50382

7176

12000

14376

14400

26664

67176

1.0 GB

1.5 GB

4 GB

2.5 GB

15 GB

60 GB

Rs. 0.20/- per Additional Usage MB for usage Charges/MB Rs. upto 5 Rs. 0.20/beyond free 0.20/GB ; Rs. 0.10/per MB download/uploa per MB per d limit (Rs) MBthereafter Night Unlimited No Yes Yes (0200-0800 Hrs) Free E-mail IDs/Space (Per 1/5 MB 1/5 MB 1/5 MB E-mail ID) Static IP Address (On written NA NA NA Request) Security Deposit Minimum Hire Period Telephone fixed monthly charges in Rs NIL One Month NIL NIL One Month NIL One Month charges One Month NIL

Rs. 0.20/- per MB for usage upto 5 Rs. 0.10/GB ; Rs. 0.10/per MB per MBthereafter Yes 1/5 MB No 1/5 MB

Rs. 0.10/per MB

No 1/5 MB

NA One Month charges One Month NIL

One@2000/p.a One Free additional One One Month Month charges charges One One Month Month NIL NIL

Free Calls(MCU) NIL 175 200 250 500 500 MCU charges/ 1 1 1 1 1 1 pulse in Rs. Commited Not Not Period for FREE Not Aplicable Not Aplicable 12 Months 12 Months Aplicable applicable MODEM** Type of Modem$ NA NA NA NA ADSL Basic ADSL WiFi @ w.e.f 01.07.2011 **The modem shall be given FREE if the customer commits for the period as shown and pays the necessary charges in advance. In that case, customer will then own the modem and will not be required to return the modem after the end of the committed period. $ Customer eligible for ADSL Basic modem may be offered Other Modem Types on payment of Half the price. Customers eligible for ADSL WiFi modem may be offered ADSL Basic modem ( if they choose so) without any extra cost. Note:1. No additional Volume based discount as circulated vide letter no. 10-3/Comml./2009-R&C dated 02.04.09 shall be applicable for all the plans. 2. The above rates are exclusive of Service Tax, which will be charged as per prevailing tariff. 3. Security deposit for local/STD/ISD facility and installation charges as applicable shall be taken from the customer.

BB HIGH SPEED Plans

Particulars
Nomenclature Bandwidth (Download Speed) Applicability Monthly Charges (Rs) Annual Payment Option (Rs) [10 x FMC] Two Years Payment Option@ (Rs) [18 x FMC] Three Years Payment Option@ (Rs) [24 x FMC] Download/Upload Limit (MB/ GB) per month Additional Usage Charges/MB

High Speed BB Plans FOR Home & Business Users with Limited Usage
BBG Super Speed Combo 4999 Upto 16 Mbps All Users 4999 49990 89982 119976 125 GB Rs. 0.10/- per MB BBG Super Speed Combo 6999 Upto 24 Mbps All Users 6999 69990 125982 167976 250 GB Rs. 0.10/- per MB

beyond free download/upload limit (Rs) Night Unlimited (0200-0800 Hrs) No No Free E-mail IDs/Space (Per E-mail 1/5 MB 1/5 MB ID) Static IP Address (On written One Free One Free Request) Security Deposit One Month charges One Month charges Minimum Hire Period One Month One Month Telephone fixed monthly charges in NIL NIL Rs Free Calls(MCU)/ Month 1000 1000 MCU charges/ pulse in Rs. 1 1 Commited Period for FREE 12 Months 12 Months MODEM** Type of Modem$ VDSL WiFi VDSL WiFi @ w.e.f 01.07.2011 **The modem shall be given FREE if the customer commits for the period as shown and pays the necessary charges in advance. In that case, customer will then own the modem and will not be required to return the modem after the end of the committed period. $ Customer eligible for ADSL Basic modem may be offered Other Modem Types on payment of Half the price. Customers eligible for ADSL WiFi modem may be offered ADSL Basic modem ( if they choose so) without any extra cost. Note:1. No additional Volume based discount as circulated vide letter no. 10-3/Comml./2009-R&C dated 02.04.09 shall be applicable for all the plans. 2. The above rates are exclusive of Service Tax, which will be charged as per prevailing tariff. 3. Security deposit for local/STD/ISD facility and installation charges as applicable shall be taken from the customer.

BB Plans for Home Users

Particulars
Nomenclature Bandwidth (Download Speed) Applicability Monthly Charges (Rs) Annual Payment Option (Rs) [10 x FMC] Two Years Payment Option@ (Rs) [18 x FMC]

BB Plans for Home Users with Unlimited Usage

BB Home BB Home Combo UL UL 499 625 256 Kbps 256 Kbps BB Home UL 750 512 Kbps Home only 750 7500 13500 BB Home BB Home Combo UL Combo ULD 750 900 4Mbps upto 8 512 Kbps GB, 256 Kbps beyond 8 GB Home only Home only 750 900 7500 13500 9000 16200

Home only Home only 499 625 4990 8982 6250 11250

Three Years Payment Option@ (Rs) [24 x FMC] Download/Upload Limit (MB/ GB) per month Additional Usage Charges/MB beyond free download/upload limit (Rs) Night Unlimited (02000800 Hrs) Free E-mail IDs/Space (Per E-mail ID) Static IP Address (On written Request) Security Deposit

11976 Unlimited Not Aplicable Not Aplicable 1/5 MB NA

15000 Unlimited Not Aplicable Not Aplicable 1/5 MB NA

18000 Unlimited Not Aplicable Not Aplicable 2/5 MB NA

18000 Unlimited Not Aplicable Not Aplicable 2/5 MB NA

21600 Unlimited Not Applicable Not Applicable 1/5 MB NA One Month charges One Month NIL

One Month One Month One Month One Month charges charges charges charges Minimum Hire Period One Month One Month One Month One Month As per As per the Telephone fixed monthly Existing NIL existing Landline NIL charges in Rs Landline plan plan As per As per the Existing Free Calls(MCU) 100 existing Landline NIL Landline plan plan As per As per the Existing MCU charges/ pulse in Rs. 1 existing Landline 1 Landline plan plan Commited Period for FREE Not Not Not Not Aplicable MODEM** Aplicable Aplicable Aplicable Type of Modem $ NA NA NA NA

400

12 Months ADSL Basic

@ w.e.f 01.07.2011 ** The modem shall be given FREE if the customer commits for the period as shown and pays the necessary charges in advance. In that case, customer will then own the modem and will not be required to return the modem after the end of the committed period. $ Customer eligible for ADSL Basic modem may be offered Other Modem Types on payment of Half the price. Customer eligible for ADSL WiFi modem may be offered ADSL Basic modem ( if they choose so) without any extra cost. Note:1. ULD stands for Unlimited with differential speed. 2. The above rates are exclusive of Service Tax, which will be charged as per prevailing tariff. 3. Security deposit for local/STD/ISD facility and installation charges as applicable shall be taken from the customer.

AIRTEL BROADBAND PLANS

the rich and fascinating world of internet
Plan Name ace 3GB ace 6GB mega 10GB mega 30GB mega 75GB uno 3GB uno 6GB uno 10GB

Descriptor

Enter the online world Browse more, explore more - Do Standalone DSL plans without and get ready to more with the internet with mega fixed line benefits explore with ace plans plans 549 1 Mbps till Bill cap value. 256 Kbps post that 699 1 Mbps till Bill cap value. 256 Kbps post that 899 1 Mbps till 10 GB, 256 Kbps post that 1199 1 Mbps till 30 GB, 256 Kbps post that Nil 1499 1 Mbps till 75 GB, 256 Kbps post that Nil 499 1 Mbps till Bill cap value. 256 Kbps post that 649 1 Mbps till Bill cap value. 256 Kbps post that 849 1 Mbps till 10 GB, 256 Kbps post that

Plan Rental Download Speed

Rate 20p/Mb 20p/mb Nil applicable post (bill cap of (bill cap of data transfer Rs 1999) Rs 1999) quota High Speed 3GB Data Transfer Quota 6 GB 10 GB

20p/Mb 20p/Mb Nil (bill cap of (bill cap of Rs 1999) Rs 1999) 3 GB 6 GB 10 GB

30 GB

75 GB

Voice benefits *Rs. 100 Bill Cap only #Rs. 300 Bill Cap - all networks for Airtel Calls Free VAS (Value) NA NA

NA

PC Secure PC Secure PC Secure PC Secure PC Secure PC Secure (worth Rs (worth Rs (worth Rs (worth Rs (worth Rs (worth Rs 85) 85) 85) 100) 100) 100)

*Voice Billing Cap Limit(Airtel to Airtel):- Rs.100(Billing Cap Limit of Rs. 2000 after which charging takes place as per pulse matrix (ISD calls not part of billing cap)) Service Charges extra will apply.Bharti Airtel Ltd. does not supply Customer Premise Equipment (CPE). #Voice Billing Cap Limit :- Rs.300(Billing Cap Limit of Rs. 2000 after which charging takes place as per pulse matrix (ISD calls not part of billing cap)) Service Charges extra will apply.Bharti Airtel Ltd. does not supply Customer Premise Equipment (CPE). RELINCS BROADBAND

Single User Plans

Download Speed 1.2 Mbps Monthly Option Advance payable* 2199 Quarterly Option Half yearly Option Annual Option Advance payable* Advance payable* Advance payable* 6597 10995 21990

Multi User Plans

Download Speed 600 Kbps 1024 Kbps 1228 Kbps 1536 Kbps Monthly Option Quarterly Option Half yearly Option Annual Option Advance payable* Advance payable* Advance payable* Advance payable* 1500 1900 2200 2700 4050 5130 5940 7290 7500 9500 11000 13500 13500 17100 19800 24300

All figures in Rupees Rental to be paid in advance at time of CAF signing & to be adjusted against future bills. Rs. 500 installation charges applicable on all plans Service tax as applicable on installation charges, monthly rental & advance payable. ^ Speeds indicated are on best effort basis as given by TRAI guidelines

Data Transfer Plans

All data transfer plans require an up front advance payment of Rs. 5000 to be adjusted against future usage

Multi User Plans

Plan Name Plan 2999 Plan 4999 Plan 8999 Download Speed 2 Mbps 2 Mbps 2 Mbps Minimum Monthly rental 2999 4999 8999 Free Monthly Bundled Usage 20 GB 35 GB 75 GB Additional Usage charges(Rs./MB) 0.5 0.5 0.5

All figures in Rupees *Advance payable at time of CAF signing for unlimited usage during the period Rs 500 installation charges + Service tax extra(As applicable)

SUGGESTIONS TO improve customer services Disconnecting of dsl is more If someone have used more than their plan than a notification should appear on the screen so that they can know that they have exceed their limits If possible bsnl should launch their broadband without telephone lines Sometimes speed is slow Bill should be more clarified

SUGGESTIONS
I.

People should be made more knowledge able about services provided by BSNL

II. Customers should be treated with much more concern and care.

III. Special emphasis should be given to customer services. IV. Value added services should be provided many package making it further attractive. V. Most of the potential customers are not aware of the techniques of cellular services, so they are given some more information from the company. VI. T.V. advertisements should be more frequent. VII. Attractive tariff plans should be launched for customers. VIII. Customers complains should be targeted by the organization. IX. From time to time market surveys be undertaken to know the realistic future demands and for better sensing of competitive activities. X. All the things must be clearly specified to the customer regarding the formalities of documents and payments.