BSNL takes note of customer grouse

Promises to look into issue of thrusting online gaming service on subscribers

Sanjay Sajnani (42) of Mundhwa may soon heave a sigh of relief as BSNL officials in the city have promised to look into a grievance of his and take corrective measures after the issue was highlighted by MiD DAY yesterday.


MiD DAY's report yesterday

Sajnani's grouse was that BSNL was charging him for an online gaming service that he had not asked for. After months of approaching BSNL officers in vain, Sajnani yesterday received a call from an official of the telecom firm enquiring about his problem and promising to look into it.

"I hope they seriously look into the matter and take corrective measures. They should ideally refund my money," Sajnani said. Officer on Special Duty to the Principal General Manager (Pune) Hari Sowani said, "We have read the MiD DAY report and decided to investigate the case of Mr Sajnani highlighted in it. We've directed the field engineers and the department concerned to send us a detailed report of the case."

Principal General Manager V K Mahendra said such matters were complicated since private players were also involved in value-added services. "We don't provide the content in services like the games. We only provide the Internet service. In cases where we have a revenue-sharing agreement with private providers, the matter becomes complicated since more than one department is involved. However, if the case is genuine, we promise to refund the full amount incurred by the aggrieved party. In all our consumer complaints, refund has been given," said Mahendra.

Mahendra cited two complaints of overcharging from last month where BSNL had given a refund. Chairman and MD R K Upadhyay too said he had read the MiD DAY report and directed his principal general manager to look into the matter. On whether the matter would be investigated at a national level, he remained ambiguous. "First this case will be investigated and accordingly we will look into other circles," he said.

MiD DAY had reported the 'Games on Demand' service was thrust on customers after it being offered as a one-month free trial. Customers from all over the country had put up their complaints on online forum www.
consumercomplaints.in.