SNL has a well structured and multilayered Customer Grievances Redressal Mechanism including Customer Dispute Resolution Mechanism. The Customer Redressal setup in BSNL has been introduced right from the Corporate Office to SSA (Secondary Switching Area) levels.

Customer Grievance of the Bharat Sanchar Nigam Limited

Type of Service Toll Free No.
For Basic Services including Broadband Services 1500 or 1800-345-1500
For CDMA & WiMAX Services 1502 or 1800-180-1502
For GSM Mobile Services 1503 or 1800-180-1503
For Broadband and Internet Services 1504 or 1800-345-1504
For Blackberry Services 1505 or 1800-180-1505
For MPLS and other Data Services 1800-425-1957


Quality of service benchmarks set for customers of Wire Line connections/ Services :

Service Parameter Time Limit for provision of service/
Provision of Telephone Connection 100% within seven days(
100% within three days for urban areas and
(b) 100% within five days for rural/ hilly areas (subject to technical feasibility)

Shifting of Telephone Connection Within three days
Closure of Telephone Connection Within 7 days
Percentage of Billing Complaints resolved within four weeks
Time taken for refund of deposit after closure Within sixty days of date of closure