Powers of PSUs / Delegation Methods
Delegation
Most
of us complain at the end of the day that in spite of our best efforts and
intentions, we find no time to pursue important activities. The urgent always
takes the priority. Resultantly, important activities wait till we find more
time. In the emerging global scenario, the executive time should be invested in
important work. Executives are expected to discharge a high level of
responsibility. Their time should be released to pursue innovative and creative
functions. Their time should be released for policy matters and creative
problem solving activities and pursuing action plans for the future. It is also
necessary that as demanded by the emerging competing environment, everyone
working in the corporation should pursue value based activities with prior
defined goals and objectives. If the above were to become a reality, there
should be more and more delegation of work across the organization. The absence
of delegation could have been tolerated in the past, but it will prove
detrimental for the organization for its growth in the future.
General conditions governing exercise of delegated powers:
1. The
schedule of delegation of powers is subject to conditions that all the
administrative and financial powers shall be exercised strictly in accordance
with the approved budget, business plans, investment plans, annual HR plans and
policies of the company, rules and directives of the Central
Government/Administrative Ministry etc.2. These financial powers will be
exercised strictly in consultation with IFA of the respective Circles/SSAs .
3. The
powers sub delegated to subordinate officers will also be exercised with the
concurrence of an appropriate level of Accounts &Finance officer decided by
the Circle IFA.
4 It
should be ensured that the expenditure on all occasions will be limited to the
budget allocation and cash drawal limit fixed by the corporate HQ.
Powers of Board: The general powers of as a
Govt. Company vest with the Board of Directors. These will be laid within the
frame work and provisions of Companies act and periodical
directives/instructions issued by Govt. (Department of Telecom.) has so far communicated the delegation of
powers defining the limits up to which CGMs/GMs can exercise the powers. In
matters falling beyond the powers delegated, The board will convey such orders with the
approval of "Competent Authority" in the BOARD.
The
following matters are generally reserved for the Board's approval.
(1) Annual
programme of production, construction, sales and the corporate plan of the
company.
(2)
Estimates of capital expenditure as well as operational expenditure and revenue
of the company.
(3)
Organizational set up and setting up of standards to create new posts and
remunerations structure of its employees including policy matters such as
payment of bonus etc.
(4)
Rules governing service conditions of employees such as pensionary benefits,
medical rules traveling allowance rules etc.
(5)
Entering into contracts above a certain value of higher magnitude.
(6)
Policy relating to pricing of telecom. tariffs etc. and other policy matters in
technology implementation.
Some important decisions on delegation of financial powers and
other related matters:
Delegation and Re-Delegation of Financial Powers: No authority may delegate any part of the powers conferred upon it
to any authority subordinate to it or to any other authority without the previous consent of the
Finance Ministry. In delegating such powers it may provide for the
re-delegation of the delegated powers by the authority concerned, with the
previous consent of the Finance ministry to any officer subordinate to such
authority. Unless otherwise provided by any general or special rule or order,
it shall be within the competence of an authority to exercise the financial
powers delegated to another authority subordinate to it.
Maximum Financial Powers:
(i) The
delegation indicated is the maximum power an authority can exerciseand is
inclusive of the powers delegated to subordinate authorities. In otherwords,
after the lower authority has exercised his power in respect of anyoffice, the
higher authority can exercise further power only to the extent ofhis power less
the powers of the lower authority already exercise.
(ii)
However, in
case the sanction to expenditure on purchase and repair offurniture is issued
by a higher authority because the amount of expenditureon that particular
occasion exceeded the power of sanction of the lowerauthority in respect of one
office, the lower authority can still continue tosanction expenditure upto the
limit of its own power of sanction, providedthat the total expenditure in that
year in respect of that office does not gobeyond the limits of power of sanction
per office per annum of the higherauthority who at one stage sanctioned
expenditure for that office subject tothe further proviso that the sanction of
the higher authority should clearlyspecify the extent if any to which the
normal powers of the subordinateauthority to incur expenditure would remain
unaffected.
(iii)
It should
also be ensured that the expenditure incurred on any one occasionis not split
up for bringing it within the power of sanction of any authority.(DG No.
18-24/59-C I dated 10.12.1959)
Register to Watch Annual and Other Limits:
In the
case where power to sanction an expenditure is delegated to an authority with
the restriction that the total amount of sanction accorded during the year any
other period should not exceed a certain limit, such authority should in order
to watch that the prescribed maximum limit is not exceeded, keep a re4cord of
all sanctions accorded by him for each such class of expenditure. The
manuscript form in which such register is to be maintained is given below:
|
Sl. No. of
the entry
|
No. and
date of
sanction
|
Name of the office
incurring the
expenditure with brief
particulars of
the charge
|
Amount of
each
sanction
|
Progressive
total up to
and
including
each entry
of a new
sanction
|
remark
|
|
|
|
|
|
|
|
|
|
(Rule
348 of F.H.B.Volume I)
Heads
of Circles and executives who are delegated with financial powers to incur
expenditure should consult their IFAs on all matters falling with in the field
of their delegated powers.IFAs should also be consulted on proposals having financial
implications which are referred to higher authorities for approval or orders
and this fact should be indicated specifically in the letters.
CGM
may over rule the advice of IFA. Where the advice of the IFA is overruled, it
should be done by a written order, recording reasons for doing so and intimated
to corporate office.(Member (Fin) letter No. 16-64/69- B dated 25/27-2-70)
Where
ever the decision has to be taken by the Head of office say either CGM/GM/DGM
etc, the file should be marked to him through his IFA. IFA is always declared
one level below the officer exercising the financial power.
Where
the advice of the IFA is over ruled, it should be done by a written order
recording reasons.
(Member
(Fin) letter No. 16-64/69- B dated 25/27-2-70)
The
files falling within the delegated financial powers of an authority should be
routed through the concerned IFA i.e. if the case falls with in the financial
powers delegated to a Head of the Circle, the case should be route through
Circle IFA and if the case falls with in the delegated financial powers of a GM
heading an SSA it should be routed through his IFA working in the SSA.
(D.G.No.
16-39/71-B dated 29.06.71 & 30.07.71)
All
sanctions issued in exercise of the delegated powers after consultation with
the IFA should have the following subscript:
‘”This
sanction issues after consultation with the Internal Financial Advisor”
(D.G.No.
3-1/75 FC dated 24.02.75/01.03.75)
Domestic Arrangement:
The
gazetted officers attached to an office do not function independently but
conveys a domestic arrangement, the sanction/orders of the a Head of the office
in accordance with such local instructions as may be issued by the Head of the
office to regulate working of his office. The level up to which each officer
may decide cases and convey sanctions/orders of the head of the office is a
matter entirely left to the discretion of the head of the office.(Based on
instructions contained in D.G.lr.No. 43/17/57-PE/CI dated 04.01.58)Any such
domestic arrangement should be made in consultation with the IFA by a local
order indicating the various officers who will exercise powers in the name and
on behalf of the head of the office and the extent of power to be exercised by
each. Thereafter such cases need not be referred by the officers to IFA while
exercising these powers, except in cases of doubt or difficulty.(Member (Fin)
lr.No. 16-64/69-B dated 30.04.70)
The
Head of the office shall continue to be responsible for the correctness,
regularity and propriety of the decisions taken by the subordinate officers
authorized to exercise the powers in the name and on behalf of the Head of the
office.
For
this purpose, there should be once in three months an in-depth review by the
Head of the office in consultation with his IFA to ensure that the power is
exercised with due regard to propriety and that they are not being abused. If
necessary, the orders regarding authorization of subordinate officers to
exercise powers in the name of the Head of the office can be revised.
(D.G. No.
18-7/66-CI/4995/FA II/73 dated 10.12.1973)
Recurring Expenditure: Recurring
expenditure means the expenditure which is incurred at periodical intervals.
In
respect of recurring contingent expenditure, per annum in each case means each
type of expenditure. For example: If a subordinate authority is empowered to
incur expenditure on repairs up to Rs.10,000/- per annum in each case, it would
be competent for it to incur expenditure on repairs on any number of occasions
during the year but subject to a limit of Rs.10,000/- for that year.
Non-Recurring Expenditure: Means expenditure other than recurring expenditure. In respect of
non-recurring contingent expenditure ‘each case’ means ‘on each occasion’. If
on a particular occasion, a number of articles of furniture are to be
purchased, the powers of the sanctioning authority should be reckoned with
reference to the total value of articles of furniture to be purchased on that
occasion, and not with reference to individual articles like tables, chairs,
racks etc. constituting the furniture. Thus a subordinate authority empowered
to incur expenditure on the purchase of furniture to the extent of Rs.25000/-
in each case would be competent to purchase various articles of furniture not
exceeding Rs.25000/- in value on each occasion.(Authority: Explanation (2)
below Schedule V of delegation of financial powers Rules, 1958.)
Opening of Tenders: Tenders for
procurement of stores (and other articles) should be opened by an officer other
than the one dealing with the procurement.
(D.G.No.
4-2/75-MMD/Pt dated 30.01.1982)
Exercise of Financial Powers by an Officer Appointed to Perform
Current Duties
of another Post in Addition to His Own Duties without Extra
Remuneration:
An
officer appointed to perform the current duties of a post in addition to his
own can exercise the administrative or financial powers vested in the full
fledged incumbent ofthe post but he cannot exercise statutory powers, whether
these powers are derived direct from an act of parliament (E.G Income Tax Act)
or rules, regulations and Byelaws made under various articles of the
constitution (FRs, CCS(CCA) Rules CSRs and delegation of financial Rules, etc.
)(GOI MHA F.7/14/61_Estt(A) dated 24.01.63.)
Guidelines from HQ with
regard to exercise of financial powers delegated under various heads
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Item no.
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Description Of Item
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Purpose intended
|
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2.00
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Sanction of new Schemes / Projects
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As a corporate entity loss making projects are generally not to
be executed. However based on the Govt. directives such projects are to be
taken up to the extent of coverage provided by the financial package made available
to the corporation for the purpose. This requires exercising control over the
loss making projects, which are to be implemented out of the financial support
from the Government.
|
|
2.1.4
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Sanction of new Schemes / Projects : Repetitive Projects
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The financial powers delegated under this head are to sanction
more projects to expand telecom. Network.
|
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2.3.1
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Land
|
Financial powers under this head are to aim at expediting
building construction activities.
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2.3.2
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New Building
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To expedite construction of buildings for early installation of
sys/equipment
|
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2.3.3
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Additions & alterations to existing
departmental buildings
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To speed up installation activities.
|
|
2.3.5
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Dismantlement of the buildings
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To speed up constructional
activities.
|
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2.3.6
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Repairs/additions to rented buildings
both civil and electrical items
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To improve the working conditions of staff.
|
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2.3.7
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Purchase of old buildings
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To expedite installation of equipment/systems.
|
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2.3.8
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Purchase of new buildings/floors
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To improve amenities to staff.
|
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3.4
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Hiring of vehicles
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To ensure easy mobility of staff/officers
for better maintenance.
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4.0
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Purchase of stores
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To procure materials quickly to speed up
constructional and maintenance activities.
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4.5
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Purchases without quotation and with quotation.
Purchase of Computers: for improved office automation.
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For speedier procurement of materials for day to day
requirement.
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4.7
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Purchase of furniture &Furnishings
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To improve working environment of staff.
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5.1
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Contingent expenditure -Recurring
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For meeting regular petty expenses.
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5.2
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Contingent expenditure – nonrecurring
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For periodical expenses.
|
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5.3
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Advertisement & Marketing
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For improving customer care &
Marketing.
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5.8
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Guarding of other telecom
installations round the clock by
armed guards
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For ensuring safety of telecom.
Installation.
|
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5.10
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House keeping
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For improving image of the company.
|
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6.1
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Renting of buildings –
Administrative offices
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For providing good working environment
to staff.
|
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6.5
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Renting of buildings –office cum
residence
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For providing better accommodation to staff.
|
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6.6
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Enhancement of rent for buildings
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For providing better accommodation to staff.
|
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7.1
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Payment of advances and securities for purchase of stores
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For expediting early supply of materials.
|
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7.2
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Payment of advances and securities for execution of work by
other local/public
agencies
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For expediting constructional activities.
|
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9.1
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Payment of Honorarium
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To motivate staff for better performance.
|
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9.2
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Rewards/Awards
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To elicit suggestions for improvement of
telecom. Service
|
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9.3
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Payment of productivity linked
incentive
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To increase productivity.
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10.3.1
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Compensation for death/injury
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To settle cases of compensation quickly.
|
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11.0
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Writing off losses
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To settle cases early/expeditiously.
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12.3
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Scrapping of obsolete stores/equipments
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To reduce inventory of useless stores.
|
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13.2
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Grant of donations/grant to
Co-operative Stores
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To improve staff welfare
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13.4
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Sponsorship of sports events
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To promote company’s image.
|
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17.0
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Acceptance of tenders and award of works
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To speed up implementation of works for
achieving targets.
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17.3
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Acceptance of single tender in case of limited tender
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For expediting urgent works.
|
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18.3
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Supply of meals for staff
Detained in office in case of emergencies
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For staff welfare.
|
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18.4
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Gifts to visiting dignitaries
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For improving the image of the company.
|
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18.5
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Waival of excess SOA
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To provide better accommodation to staff
|
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18.6
|
Payment of reinstatement charges to highways corporation,
Municipalities,
Panchayats etc.
|
To expedite constructional activities to
achieve targets.
|
|
18.7
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Insurance of movable and immovable items
|
To ensure safety of departmental property
and prevent loss.
|
|
|
|
|
The list of Sr.DDGs/DDGs from technical side
as per nominations circulated in C.O.No.
6-13/2000-EB dated 12.03.2001 is as follows:
|
SL
|
Telecom Circle /Metro
District /Mtce. Regions
|
Nominee Of
Board
|
Nominee From
Finance Side
|
|
1
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Andaman
& Nicobar Islands
|
DDG(REGULATION
|
DDG
(Accounts)
|
|
2
|
Andhra
Pradesh
|
DDG(PERSONNEL)
|
Sr.
DDG(IA &P)
|
|
1
Andaman & Nicobar Islands
DDG(REGULATION)
DDG (Accounts)
|
|
2
Andhra Pradesh
DDG(PERSONNEL) Sr. DDG(IA &P)
|
|
3
Assam DDG(MKTG) DDG(IBF)
|
|
4
Bihar
DDG(MM-I)
DDG(IBF)
|
|
5
Chhattisgarh
SR.DDG(PG)
Sr. DDG(TRF)
|
|
6
Gujarat DDG(NS) Sr. DDG(IA &P)
|
|
7
Haryana
DDG(RN)
Sr. DDG (EFC)
|
|
8
Himachal Pradesh
DDG(MKTG ) Sr.
DDG(IA &P)
|
|
9
J&K DDG(IT) Sr. DDG (EFC)
|
|
10
Jharkhand
DDG(MM-I)
DDG(IBF)
|
|
11
Kerala
DDG(SR)
DDG (BLF)
|
|
12
Karnataka
DDG(IT) Sr. DDG (EFC)
|
|
13
Madhya Pradesh
SR.DDG(PG) Sr.
DDG(TRF)
|
|
14
Maharashtra
SR.DDG(SW) Sr.
DDG(TRF)
|
|
15
N.E.I
DDG(NM) DDG(IBF)
|
|
16
N.E.II DDG(NM) DDG(IBF)
|
|
17
Orissa
DDG(CMTS)
DDG(IBF)
|
|
18
Punjab
DDG(TRG) Sr.
DDG (EFC)
|
|
19
Rajasthan
DDG(TRG) DDG(PF)
|
|
20
Tamilnadu
DDG(NM)
DDG (BLF)
|
|
21
U.P. East
SR.DDG(NW&WS)
DDG(PF)
|
|
22
U.P. West
SR.DDG(CS)
DDG(PF)
|
|
23
Uttaranchal SR.DDG(SR) DDG(PF)
|
|
24
West Bengal
DDG(MM-II)
DDG (Accounts)
|
|
25
Calcutta
SR.DDG(MS)
DDG (Accounts)
|
|
26
Madras SR.DDG(CS) DDG (BLF)
|
|
27
WTR DDG(NS)
|
|
28
ETR
SR.DDG(TX)
|
|
29
NTR
DDG(ADMN)
|
|
30
STR
DDG(CMTS) DDG (BLF)
|
31
Northern Maintenance Region
Sr. DDG(IA &P)
32
Western Maintenance Region
Sr. DDG(TRF)
33
Eastern Maintenance region
DDG (Accounts)
The
nomination of members from Finance was circulated vide HQ No. 11- 64/99-FC dated 27.02.2001.
It has
been declared in the above mentioned letters of HQ that the said orders will be applicable
retrospectively from 1.10.2000 and that the Circle telecom. Board will continue
and exercise the same financial powers as being exercised prior to 1.10.2000 in
erstwhile DOT/DTS/DTO.
DELEGATION OF FINANCIAL POWERS TO THE IFAS
|
Item SL
|
Item
|
Extent Of Power
|
|
1
|
Working lunch/dinner for meeting
/conference with Auditors (as well as staff
detained in connection with the audit job)
|
Rs.100/- per head on each occasion.
|
|
2
|
Light refreshment for meeting/conference
with Auditors( as well as staff detained in
connection with the audit job)
|
Rs.50/- per head on each occasion.
|
|
3
|
Hiring of vehicle for the use of branch
Auditors
|
Full
|
|
4
|
Provision of Stationery and other items
associated with audit
|
Full powers. For this purpose IFAs will have an imprest account
of Rs.5000/- which will be utilized by an officer authorized under them
withapproval of expenditure given by IFAs.
|
IFAs of SSAs: The IFAs of
SSAs will also exercise the powers indicated at 1 and 2 above for the audit
parties and staff detained subject to a ceiling of Rs.30,000/- per audit cycle.
( No. 600-6/2000-TA-II/
dated 28.11.2001.)
Important
instructions from HQ to be borne in mind
while exercising financial powers in respect of some items of delegation:
1.2 Sub
delegation: These powers can be delegated subject to the
condition that he is wholly responsible for all the powers exercised by his subordinates/Head
of SSA as if CGM has himself exercised these powers. These powers shall be delegated
in consultation with IFA and there shall be an annual ceiling on the expenditure
to be incurred by the subordinate officers.
HQ No. 6-22/2002-EB(Pt) dated 19.05.2003.)
Item No.
1.9 Obtaining of ISO Certification:
(i)
CGMs would be required to process for ISO
certification for their units in phased manner considering the importance of
the units which require ISO certification, especially for meeting the operational
performance parameters as well as TRAI performance parameters. CGMs should also
ensure that proper financial appraisals are carried out for every case of ISO
certification.
(ii)
(ii) ISO certification is required to be
taken for services/quality management
system, with the aim of boosting the image and business of the organization in
international marketing by virtue of potential efficiency &quality of
service.
(iii)
(iii) ISO certification should be taken up
with Bureau of Indian Standards(BIS) or other authorized ISO certifying
agencies.
(iv)
(iv) ISO certification procedure requires
documentation by declaration and acceptance of quality policy of the
organization through development of qMS quality Management &Systems by
lying down of procedures, maintenance & control of document and records by
ISO authorities. QMS mainly emphasis on customer focus, leadership, involvement
of continual improvement, in view of constant quality surveillance &
parameters by ISO authorities, consignment on certification, there has to be
improvement ofwork culture so as to maintain the quality to avoid rejection of
services in the market.
(v)
(v) However documentation charges may not
have to be incurred since all the officers of have been/are being trained in ALTTC on
preparation of documents.
(
HQ NO.6-26/2002-EB dated 1.4.2004)
Item No.
2.1.4 Repetitive Projects: The exercise of the powers is subject to the
following conditions:
(i)
Decision on each project proposal shall be
taken with the concurrence of Circle IFA.
(ii)
(ii) Project proposals shall be examined with
due reference to the analysis of relevant factors including quantification of
the anticipated benefits and validity.
(iii)
(iii) This is not applicable in respect of
Cellular Mobile Net work for which approval has been given separately to the
continuance of the authorization earlier made by CMTS wing.
(iv)
(iv) Once the investment proposal for
tendering /procurement of any item/project is approved by the Board, circles
will not be required to obtain further approval.
(v)
(v) All the procurements in accordance with
the approved plans and projects will be carried out in accordance with the
procurement manual of the company.
(vi)
(vi) The exercise of the powers is further
subject to approved Annual Investment plan etc. and other general instructions.
( HQ NO. 6-5/2004-EB
dated 7.3.2005.)
Item No.
4.2. Purchase of stores: Items which were earlier in centralized list
and now decentralized will be procured by CGMs. For other items, which were
being procured by CGMs earlier to revision of power vide letter No.
6-15/2000-EB dated4.10.2001, their powers remain with them and also in respect
of such items power for delegation down below will also remain with CGMs as
deemed necessary by CGMs.( HQ No. 6-15/2000-EB dated 28.02.02)
Item No.
7.7 Advance Payment for purchase of vehicle: The
exercise of power under this head is subject to the following conditions:
(i)
Whenever the DGS&D by implications of
THEIR instructions havepermitted to
place orders for the items included in their R/R contractas a post-deposit
party, no advance payment should be allowed.
(ii)
(ii) In those cases wherever the items to be
procured are not in the DGS&D rate contract and the item is approved for
purchase by Corporate office, then 100%
advance payment can be allowed to the manufacturer of the said vehicle directly
and not to -any of their dealers. The Proforma invoice so obtained from the
manufacturer should not have a lead time of more than one month for delivery of
the vehicle to the consignee. In case of default in delivery schedule exceeding
one month then the usual interest applicable insuch cases for holding the money
have to be charged on them.
(iii)
(iii) Powers should be exercised by the head
of the Circles personally with the concurrence of the Circle IFA and not to be
re-delegated to lower formations.
Item
No.16. Professional services: the word ‘Professional service’ is clarified
as under
(i) As far as entry
services are concerned, this may be covered under sub Head 16.1 “New items of Computerisation “CGM as he
thinks fit, may further delegate the powers to the heads of SSAs headed by GMs
or TDMs in consultation with the IFA of a Circle in respect of the above item.
(ii) As regards to
accountants' consultant, this is a contingency item and may be booked accordingly.
( HQ NO.6-12/2002-EB
dated 28.06.2002)
=============
Billing Problems and Revenue Analysis
Consumer Grievances Redressal Mechanism in BSNL
BSNL
has a well structured and multilayered Public Grievances Redressal Mechanism
including Dispute Resolution Mechanism. The Public Redressal setup in BSNL has
been introduced right from the Corporate Office to SSA (Secondary Switching
Area) levels. Subscribers having complaints or grievances can interact with the
organization through the following for Public Grievance / Dispute settlements:
-
Complaints are being booked on
"198". This Toll Free Service
of booking complaints are available in every telephone system. Grievances can
be booked on "1094"(for Circle Office) or "1095" (for
District Office). This special Toll Free Service has been introduced by BSNL
for booking public grievances.
In
every office 'visiting hours' are prescribed where the subscribers having
complaints or grievances can approach the officers of BSNL at various levels,
Public Grievance Officers are available right from Corporate Office to SSA
(Secondary Switching Area) level. The complainant can approach these officers
in person or through written complaints or communicate through e-mail or
contact on telephones, Special attention is being given to holding meetings
with consumer organizations Telephones Advisory Committees have been
constituted, Senior Officers are available for public without prior appointment
during a specified hours on working days. Customer Service Centres have been
opened for IMPCS.
Open House Session:
Complaints/suggestions
of general nature as regard to improving the telecomservices in the area are
discussed in the Open House Sessions. The basic idea ofconducting such Open
House Sessions is to establish direct channels ofcommunications with our
customers and also to enable the telecom staff to appreciateand evaluate the
customers difficulties and complaints from their point of view. Apress
notification is issued in leading newspaper to hold the Open House Session for
inviting customers to attend and submit their suggestions/grievances.
Subscribers are invited in a public hall. The session is presided over by
Senior Officers i.e. AreaGM/Area Manager. Customers are requested to place
general grievances which are recorded. Replies are given on the spot. In few
cases, which cannot be settled on the spot a time frame is given. Efforts are
made to settle the case within the given timeframe. Written reply is sent to
the customers.
Telephone Adalats:
Subscribers
whose grievances remained unsettled are invited to make petitions forredressal
of their grievances in Telephone Adalats. SSA(Secondary Switching Area)Level
Telephone Adalats are being conducted on bimonthly periodicity and Circle level
Telephone Adalats are being conducted once in three months.Customers are asked
to give their grievances in writing with all supporting documentswithin
stipulated period to District Complaint Officer (DCO). The concerned office to
which the case relates examines the case received by DCO and settles the case.
As peaking order settling the case is communicated to the customers. For
unsettled cases, a date is fixed for holding the Telephone Adalat. The
customers are invited to attend the Telephone Adalat. The Adalat is presided
over by General Manager of the area. The concerned officers of the Department
are also called to be present in theAdalat. The full details of the case are
presented to the presiding officer. The order of the presiding officer is
communicated in the Adalat after hearing the arguments from both the parties.
Appellate Authority/Appellate Jurisdiction of Telephone Adalats:
Circle
level Adalats headed by CGMs can consider the cases of the appeals against the decisions
of the Adalats chaired by SSA Heads. Adalats headed by SSA Heads can consider
cases of excess billing which have been rejected by them as administrative heads
of SSAs.
Publicity of the Redressal Mechanism
The
address and telephone numbers of officers are printed in the information pages
of telephone directory as well as through notice boards in customer service centers
and exchange buildings. The date of holding of adalats is notified through
local news papers and electronic media.
Subject: Revised procedure for registration, investigation and
disposal of Excess
Metering Complaints.
The
electronic/computerized exchanges having gradually replaced the old manual electromechanical
like strowger and cross bar exchanges, most of the procedures prescribed in the
existing instructions issued under No. 4-59/85-TR dated 09-04-1986 on dealing
the Excess Metering Complaints, framed in an era of strowger and crossbar
exchanges have become obsolete. Therefore, the revision of procedure in this regard
has been engaging the attention of this office for quite some time. The
Competent Authority has consequently approved the revised procedure on dealing
the Excess Metering Complaints as prescribed through this circular, which shall
immediately come into effect with the issue of this circular. The detailed
instructions on the revised procedure to be followed now in dealing the
Excess
Metering Complaints are as follows:
PART – ‘A’
(Procedure for preventive and advance action)
1. Preventive measures and advance action:
In
order to avoid the incidence of circumstances giving rise to the generation of Excess
Metering Complaints, it is quite imperative to carry out certain routine activities
as mentioned below, which need to be followed scrupulously.
1.1 to
locate cases where a fault in the system might have erupted, and given rise to
heavy registration of metered calls,
1.2 to
find out possible ways to avoid situations giving rise to complaints of excess
metering,
1.3 to
identify the situations where a subscriber may come up with a complaint of excess
billing and taking appropriate action to make preliminary investigation well ahead
of the receipt of complaint, should the same be eventually made,
1.4 to
take appropriate advance action for investigation of cases of excess metering,
where complaints are likely to be received from a subscriber i.e., in cases where
there is heavy registration of calls and the subscriber has crossed Individual Call
Threshold Limit.
2. Advance action
by the exchange in-charge
The
exchange in-charge should take action as follows:
2.1
Take fortnightly meter readings through electronic means and send the same to billing
section without any manual intervention. Meter reading should be directly copied
/ updated from exchange system and forwarded to billing section through email /tape/
CD / cartridge/floppy etc.
2.2
Information of new telephones opened, installation/cutover of new exchanges, area
transfer/shifting of telephones etc. should be sent promptly to billing center
with CMR of old meter and OMR and CMR of new meter,
2.3
Individual Call Threshold (ICT) limit should be fixed and enabled in all the exchanges.
SSAs should fix a single call threshold limit separately for each exchange depending
upon the usage of service and according to the area to which the exchange is
feeding i.e., private, residential, commercial or institutional. The threshold
so fixed should be reviewed and changed periodically, for effective monitoring.
Cases of abnormal increase (more than 200% of limit) should be immediately
reviewed by exchange in-charge. The subscriber concerned should be contacted
over phone and informed about the abnormal duration of the call. This may lead
to three different situations, for which necessary action as follows should be taken:
2.3.1
The subscriber may simply admit having made use of the phone to the extent during
the period when ICT threshold limit was crossed: In this case the exchange in
charge / or any responsible person on his behalf should place on record the information
regarding the date and time of his contact with the subscriber, name of the person
contacted and the particulars of the call that has given rise to the IC threshold
alarm. Besides this he should also indicate his name and designation with the
information so recorded. This information should be properly preserved for any future
use.
2.3.2 The subscriber may deny having made any such call:
In
this situation the line should be put under observation immediately.
Subscriber’s access to the same number earlier should be verified from the
available history of calls made previously and his further access to the same
number should also be watched. All such details should be put on record. In
respect of the cases put under observation, the in charge exchange should refer
cases where heavy registration of calls is noticed to the TRF branch, to see if
a bill need to be sent to the subscriber in advance.
2.3.3 There may not be any response from the subscriber’s end:
In
such cases ISD/STD and ‘95’ facility should be barred on the telephone immediately
and a written communication should be posted to the subscriber on his address
for information by the in charge exchange, explaining him the reasons for withdrawal
of the said facility. These “no response” cases should also be referred to
TRA
for advice regarding disconnection or continuation of telephones with
particular reference to their usage and record of payments.
2.3.4
All the reports on the above investigations made should be kept in safe custody
and be sent to the Nodal officer if a report on excess metering complaint in respect
of such cases is called for by him at a later date.
2.3.5
Dynamic locking facility may be provided for ‘95’ level calls and local calls also
wherever possible, because presently most of the EMC complaints are being received
from subscribers of STD/ISD barred telephones.
2.3.6
In addition to STD/ ISD call details‘95’ call details also should be captured
in all exchanges, wherever technically feasible and provided as and when asked
for.
2.3.7
Since a number of complaints are being received for not allowing concessional telephone
usage tariff for Internet use. It should be made clear to subscribers that concessional
tariff is applicable for local Internet access only. Subscribers using Internet
services of Private ISPs are billed as per normal tariff applicable for telephone
use.
2.3.8
While providing ISDN connections, the subscribers should be advised to follow
the instructions for setting their modems on ‘AUTODIAL’ mode. It should be made
clear to them that no complaints on excess metering by ineffective calls being made
due to ‘AUTODIAL’ facility will be entertained.
2.3.9
Proper verification with regard to the antecedents of the applicant should be made
before providing ISD facility on a telephone. Moreover, the ISD facility should
be provided only after receipt of adequate Security deposit. Whenever ISD facilities
are given, such numbers should be kept under observation for a month to check
the usage. Any abnormal usage should be immediately brought to the notice of higher
authorities to prevent misuse. In case the usage is found to be quite high,
case should be referred to AOTR with details of meter readings for issue of
bill in advance of the completion of billing cycle or the subscriber should be
asked to deposit additional security deposit, failing which the facility be
withdrawn.
2.3.10
In case of SHIFT and ‘THIRD PARTY TRANSFER’ ISD and STD facilities must be
barred and it should be activated only at the specific request of the party.
3. Advance Action in TRA Branch
AO
(TR) in charge of billing should strictly follow the following procedures to
avoid excess metering complaints:
3.1 On
receipt of information supplied by the in charge exchange as discussed at item
2.3.2 above under action by the In-charge Exchange, a bill may be sent to the subscriber
in advance for payment. Besides, adequate security for the future usage of service
should be obtained from the subscriber to safeguard the interest of BSNL.
3.2
While processing meter reading statements, the officer responsible for issue of
bills should exercise adequate checks especially with regard to the cases where
gross calls registered are indicated as ‘ZERO’, and where CMR is lower than
OMR. Such exceptional reports can be obtained through SQL.
3.3
High call generating phone numbers i.e., where calls registered are more than10,000
calls in Urban Exchanges and more than 5,000 calls in Rural Exchanges should
also be test checked with regard to mathematical correctness so that any error gets
detected at billing center itself. Any abnormal increase detected due to round completion
in meter or for any other reason, may be put up to IFA for decision regarding
further necessary action.
3.4
Any abnormal bill should be carefully checked before issue and a copy of findings
should be sent to the Nodal officer of SSA in order to make him aware about the
case so that in case the subscriber lodges an excess metering complaint, the
Nodal Officer is in a position to satisfy him.
3.5
Customer profile should also be maintained at TRA based upon the usage of facility
by them and supplied to the in charge exchange if and when demanded.
3.6
The cases of un-addressed bills with high call registration as per meter
reading statements should be checked thoroughly. Reasons of pendency with
regard to availability of subscriber’s details in SR Cards should be
ascertained and delay noticed in this regard at any level after provision of a
telephone connection till posting of Advice Note in SR card should be
considered a serious lapse requiring fixation of responsibility.
3.7
Adequate steps should be taken to educate the subscribers for making use of Dynamic
locking facility as a safeguard against misuse of his telephone line. This should
be conveyed through advertisement over telephone bills or through separate handbills
to be sent with the telephone bills or to be distributed at the cash collection
centers. It should also be conveyed through such advertisements that in case of
non-use of the Dynamic locking facility by the subscriber, his complaint with
regard to excess metering lodged if any, will not be entertained.
3.8
Subscribers may be educated through advertisement campaigns in respect of different
services, packages available, and tariff applicable.
PART – ‘B’ : (Procedure for registration and settlement of
Complaints)
4 Registration of billing complaints
4.1 It
has been observed that the subscribers do not, at present, have a clear idea as
to whom they should represent/contact in case of billing complaints. It is necessary
that in every SSA one Nodal officer should be identified for this purpose.
Suitable office premises along with a PC and clerk should be provided to them
to receive the subscribers complaints and process them. Widest possible publicity
should be given to make the public aware that in case of a billing complaint
the Nodal officers concerned are to be contacted.
4.2
Still it is possible that the subscriber may address the complaint to higher authorities
than prescribed in accordance with the above Para. In such cases, the authorities
while acknowledging the complaint should indicate that the complaint has been
forwarded to the Nodal officer whom the subscriber should contact subsequently.
4.3
The Nodal officer should acknowledge all the complaints received directly or indirectly
and register them. A case file for each such phone number be maintained and
should be used for complaint record at a later date. This will facilitate
building of case history.
4.4
Once the complaint has been registered and given a docket number, the Nodal officer,
should take prompt action to identify and segregate the complaints of different
nature, which can be of following types:-
i)
Wrongly charged bills vis-a-vis the period billed ;
ii)
Non receipt of bills due to incorrect address;
iii)
Non adjustment of payment already made but being shown as arrears;
iv)
Charges not levied as per tariff plan chosen by the customer or concessions
under various categories not given;
v)
Rent rebate not given for the faulty period.
vi)
Excess billing on account of heavy metered calls
4.5 In
all cases mentioned at serial (i) to (vi) above, Nodal officer should send the complaints
to the different branches as indicated below, for suitable action.
4.6 In
order to avoid any delay, complaints regarding wrong address, category concessions
not given, billing not done as per selected tariff plan etc., should be sent by
the Nodal Officer to the Commercial Branch. The Commercial branch after taking action
at their end should send it to TR branch for correction in TR records in case online
facility for effecting corrections does not exist. Commercial Branch or TR Branch,
as the case may be will then send it to Nodal Officer for issue of final reply to
the party.
4.7
Billing complaints on account of non adjustment of payments etc., delay / non receipt
of bills, be sent to TR for necessary action and based on the feed back of action
taken by TRA, a reply should be issued by the Nodal Officer to the party concerned.
4.8 A
flow chart indicating the various stages through which all the complaints in general
and Excess billing complaints in particular should pass in order to streamline the
procedure for processing and disposal of Complaints is attached as an Annexure.
4.9 Time limit: It has to be
ensured all complaints are finally disposed off within one month from the date
of registration in the office of Nodal officer.
5. Procedure for examination of an excess metering complaint
The
procedure to be followed for investigation/ disposal of the complaints of Excess
billing on account of heavy metered calls is described as follows:
5.1 Issue of Split Bills
It is
possible that the excess bill exceeds the previous bi-monthly bills by
substantial amount. In such cases, temporary relief should be given to
subscriber, by way of issuing a split bill. The Nodal officer should find out
from TRA branch if the possibility of providing a split bill to the customer
exists.
(a) If
the bi-monthly bill for local call charges exceeds double the maximum amount of
the previous six bi-monthly bills for local call charges, TRA Branch may issue
a split bill through the Nodal officer. The split bill for local calls charges
should be limited to the average of local calls billed in the preceding six
bi-monthly periods plus 10% thereof and should be sent to the Nodal Officer immediately on
receipt of reference from him.
(b)
The Nodal officer on receipt of the split bill from TRA should send the same to
the subscriber with a clear mention that the bill is a purely provisional bill,
being issued pending further investigation into the excess billing complaint.
And if after investigation, the Company (BSNL) comes to the conclusion that the
original bill is justified, he/she(the subscriber) will have to pay the full
amount of bill or the amount to the extent as may be determined by the
competent authority.
5.2 Processing of Excess Metering Complaints by the Nodal Officer:
The
Nodal officer must call for the following details from the officers-in-charge
of exchanges concerned / field/ TRA section:
(a) The record of fortnightly reading in
respect of six preceding bi- monthly periods and for all the available succeeding
bi-monthly periods from TRA.
(b)
The details about the IC threshold reports and other related information recorded
in the exchange as prescribed earlier along with (a) observations of the
Exchange/ action taken by TRA and (b) any field investigations if carried out.
(c)
Report from the Exchange as to whether any fault existed in the exchange during
the disputed period mentioned in the complaint;
(d)
Report on use of STD/ISD, 95 level call facility should be obtained and the
line should be kept on observation
(e)
Report regarding use or otherwise of the dynamic locking facility by the subscriber.
In case the facility has not been used, decision for outright rejection of the
complaint should be thought of.
(f)
Internet usage by the subscriber during the period of dispute should also be
got verified.
(g)
Any other relevant information relating to occurrence of events like marriage,
death etc. or any special occasions like election etc., during the disputed
period.
The
In-charge exchanges/field officers concerned should send the reports in this regard
to the Nodal Officer within a period of ten days.
5.3 Action on Reports by the Nodal Officer
5.3.1 The Nodal Officer after collection of reports from the
in-charge exchange and the field officers should examine the case and make a
suitable recommendation to the Competent authority either for rejection of
complaint in case the complaint is not found justified or for grant of rebate
under the delegated powers if the complaint is found to be genuine. In this regard,
the Nodal Officer should as follows submit his recommendation to the
appropriate authority.
5.3.2 Rejected cases: The case should be submitted to the Divisional Engineer concerned
for approval before issuing a rejection letter to the subscriber.
5.3.3 Rebate cases: These cases should be submitted to the appropriate authority
according to the financial limits prescribed hereunder:
|
SLNO
|
FIN.LIMIT
|
AUTHORITY TO GRANT REBATE
|
|
1.
|
UPTO 5000
|
DE
|
|
2.
|
5001 TO 20000
|
DGM
|
|
3.
|
ABOVE 20001
|
HEAD OF THE SSA IN CONSULTATION OF IFA
|
6. Guidelines for taking decision and conveying the same
6.1 In
all cases in which the investigations reveal that there has been significant
spurt in a particular period under dispute but the same is due to the actual
usage of telephone by subscriber, and genuine STD, ISD, 95 level, Internet
calls have been made from his telephone, no rebate should be granted and the
complainant should be suitably informed with due courtesy explaining briefly
the investigations carried out.
6.2 On
the other hand, if the spurt has been found to be on account of some possible
common fault in the exchange equipment and the rebate is found justified, the
competent officer should grant suitable rebate.
6.3 In
every case, however, decision of the authority concerned should be conveyed to
the subscriber within 30 days of registration of complaint in the office of
Nodal Officer and copy of the letter so issued should be endorsed to AOTR for
further necessary action. These guidelines may be brought to the notice of all
concerned and strict adherence to the procedures prescribed may kindly be
ensured. The receipt of this circular may be acknowledged to Sh. S.K. Bhardwaj,
Jt. DDG (TR-I), Corporate office, BSNL, RoomNo.A-703, Statesman House,
Barakhamba Road, New Delhi.
ANNEXURE
The
following flow chart indicates various stages through which all the complaints
in general and excess billing complaints in particular should pass in order to
streamline the procedure for processing and disposal of Complaints.
