People don’t need to come here: BSNL GM
The main collection centre of Bharat Sanchar Nigam Limited in Srinagar is posing a serious problem to the female, elderly people and specially challenged people for whom there are no separate counters and are forced to wait in long queues for their turn.
Despite earning crores of rupees as revenue from the Valley, the BSNL has failed to improve its customer care service which has turned into an obvious “disservice” over the years. It offers the most unlikely reason to justify the downslide in its performance and paucity of resources.
Earlier, its main collection centre was a small and ill-lit room at the Central Telegraph Office, where there was a separate facility for the senior citizens. However, after the facility was shifted to a more spacious hall in the newly built Customer Care Centre, the much-needed special counter vanished leaving thousands of elders inconvenienced.
“I am now too old to stand and wait in a long endless queue…we face problems…. It is ironical that while the elders are recognized as a segment deserving respect in every sphere of life, BSNL has failed to set up a separate counter for us,” said GhulamRasool, a retired employee.
Pertinently, BSNL has a number of payment counters across the city and elsewhere in the valley. At its main Customer Care Centre, Exchange Road, here the company has set up eight payment counters. However, none of them has a separate counter for the vulnerable sections of the society, mainly the senior citizens, women and physically challenged subscribers.
“It is embarrassing for us to stand in a long queue for hours together in front of crowded male counters,” said a girl student from Central University of Kashmir.
Some BSNL subscribers said they are mulling to shift to private cellular networks, who offer better customer care to their subscribers.
“Most private cellular service providers send their agents to homes for collecting the bills. In times of modernization, BSNL has failed to improve its overall services,” they said.
The customers complained that at the time of conversion of pre-paid SIM cards into post-paid, BSNL had set up additional counters, “It seems the company is interested only in those activities which fetch it more and more money. It has been minting money from its subscribers in Kashmir,” fumed a subscriber, Ishfaq Ahmad.
When contacted, the General Manager Telecom, D K Agrawal, said, “We have modernized facilities for BSNL billing and people don’t need to come here as they can do that easily from their homes through internet or through khidmat centres.”