Telecommunication Accounts and Finance -4

 

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

 

Item no.	Description Of Item	Purpose intended
2.00	Sanction of new Schemes / Projects	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	Sanction of new Schemes / Projects : Repetitive Projects	The financial powers delegated under this head are to sanction more projects to expand telecom. Network.
2.3.1	Land	Financial powers under this head are to aim at expediting building construction activities.
2.3.2	New Building	To expedite construction of buildings for early installation of sys/equipment
2.3.3	Additions & alterations to existing departmental buildings	To speed up installation activities.
2.3.5	Dismantlement of the buildings	To speed up constructional  activities.
2.3.6	Repairs/additions to rented buildings both civil and electrical items	To improve the working conditions of staff.
2.3.7	Purchase of old buildings	To expedite installation of equipment/systems.
2.3.8	Purchase of new buildings/floors	To improve amenities to staff.
3.4	Hiring of vehicles	To ensure easy mobility of staff/officers for better maintenance.
4.0	Purchase of stores	To procure materials quickly to speed up constructional and maintenance activities.
4.5	Purchases without quotation and with quotation. Purchase of Computers: for improved office automation.	For speedier procurement of materials for day to day requirement.
4.7	Purchase of furniture &Furnishings	To improve working environment of staff.
5.1	Contingent expenditure -Recurring	For meeting regular petty expenses.
5.2	Contingent expenditure – nonrecurring	For periodical expenses.
5.3	Advertisement & Marketing	For improving customer care & Marketing.
5.8	Guarding of other telecom installations round the clock by armed guards	For ensuring safety of telecom. Installation.
5.10	House keeping	For improving image of the company.
6.1	Renting of buildings – Administrative offices	For providing good working environment to staff.
6.5	Renting of buildings –office cum residence	For providing better accommodation to staff.
6.6	Enhancement of rent for buildings	For providing better accommodation to staff.
7.1	Payment of advances and securities for purchase of stores	For expediting early supply of materials.
7.2	Payment of advances and securities for execution of work by other local/public agencies	For expediting constructional activities.
9.1	Payment of Honorarium	To motivate staff for better performance.
9.2	Rewards/Awards	To elicit suggestions for improvement of telecom. Service
9.3	Payment of productivity linked incentive	To increase productivity.
10.3.1	Compensation for death/injury	To settle cases of compensation quickly.
11.0	Writing off losses	To settle cases early/expeditiously.
12.3	Scrapping of obsolete stores/equipments	To reduce inventory of useless stores.
13.2	Grant of donations/grant to Co-operative Stores	To improve staff welfare
13.4	Sponsorship of sports events	To promote company’s image.
17.0	Acceptance of tenders and award of works	To speed up implementation of works for achieving targets.
17.3	Acceptance of single tender in case of limited tender	For expediting urgent works.
18.3	Supply of meals for staff  Detained in office in case of emergencies	For staff welfare.
18.4	Gifts to visiting dignitaries	For improving the image of the company.
18.5	Waival of excess SOA	To provide better accommodation to staff
18.6	Payment of reinstatement charges to highways corporation, Municipalities, Panchayats etc.	To expedite constructional activities to achieve targets.
18.7	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	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)

 

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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.