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Consumer Grievances Redressal Mechanism in
BSNL
Procedure for appeal to the appellate authority
Appeal to
appellate authority for redressal of consumer
grievances.
(1) In case a
consumer is not satisfied with the redressal of his grievance by
the Nodal Officer, or his complaint remains to be redressed or no
reply is received within the period of ten days of the registration
of the complaint by the Nodal Officer or three days of the
registration of complaint by the Nodal Officer relating to fault or
disruption of service or disconnection such consumer may, in
writing, make an appeal to the appellate authority of the concerned
Circle.
(2) Every
appeal to the appellate authority under sub-para (1) shall be made
in duplicate, in this Form.
(3) Every
appeal under sub-para (1) shall be filed within three months after
the expiry of the time limit specified in within the period of ten
days of the registration of the complaint by the Nodal Officer or
three days of the registration of complaint by the Nodal Officer
relating to fault or disruption of service or disconnection:
Provided that
the appellate authority may entertain any appeal after the expiry
of the said period of three months but before one year from the
time limit of ten days of the registration of the complaint by the
Nodal Officer or three days of the registration of complaint by the
Nodal Officer relating to fault or disruption of service or
disconnection if it is satisfied that there was sufficient cause
for not filing it within that period.
(4) Every Telecom Circle/Telephone
District shall make available to the consumer the Form of appeal
free of charge:
(a) At its
every office and sales outlets, and at every office of the Nodal
Officer and the appellate authority;
(b) At its
website for download by consumers.
3.1
Disposal of appeal by appellate authority.
(1) The
appellate authority shall ensure uniformity in the procedure for
deciding appeals and comply with the provisions contained in
succeeding paras.
(2) The
secretariat of the appellate authority shall:-
(a) Register
every appeal immediately on receipt of the same and send, within
three days of receipt of the appeal, an acknowledgement to the
appellant indicating the serial number of the appeal registered;
(b) Forward,
within six days from the date of receipt of an appeal, a copy of
the appeal to the concerned Section of the Circle office and/or the
concerned SSA head and/or the concerned Nodal Officer;
(3) The concerned
Section of the Circle office and/or the concerned SSA head and/or
the concerned Nodal Officer, shall, within fifteen days from the
date of receipt of the appeal forwarded by the Secretariat of the
Appellate Authority file in writing its reply;
(4) In case
the concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer fails to file its reply
within the period specified the appellate authority shall
proceed on the basis of the material available on record;
(5) The
appellate authority may call for, any information, document or
record, from the concerned Section of the Circle office and/or the
concerned SSA head and/or the concerned Nodal Officer or the
appellant, which may be relevant and necessary for examination and
disposal of the appeal, as the case may be;
(6) The
concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer and the appellant, shall
provide such information, document or record as the appellate
authority may call for;
Provided also
that in case a party to the case fails to furnish such information,
document or record, the appellate authority, on being satisfied
that the party in possession of the record is withholding it, it
may decide the appeal after appraising the material available on
record and decide the appeal to the best of its judgment on merits.
(7) The
appellate authority shall, on receipt of the reply from concerned
Section of the Circle office and/or the concerned SSA head and/or
the concerned Nodal Officer and on the basis of information,
document or record under the para above from and after conducting
such inquiry as the appellate authority may consider necessary, and
after affording reasonable opportunity of hearing to the parties,
dispose of the appeal by passing an order in writing and stating
therein the points for determination, the decision thereon and the
reasons for the decision;
(8) The
appellant, being consumer, may, either appear in person or
authorize any of his representative to present his case or send his
representation with a request to dispose of the appeal, without
being present in person;
(9) The
concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer may authorize one or more
of its officers or employees to present its case;
Provided that
in case the service provider fails to present its case before the
appellate authority on the date fixed for hearing, the appellate
authority may proceed ex-parte and decide the appeal on merits.
(10) The
appellate authority shall decide every appeal within three months
from the date of filing the appeal and pass order in accordance
with the provisions of sub para-7 above;
(11) The
order of the appellate authority shall be communicated in writing
within seven days of the order to the appellant and the concerned
Section of the Circle office and/or the concerned SSA head and/or
the concerned Nodal Officer;
(12) The
concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer shall, within fifteen days from
the date of receipt of the order referred to above, comply with the
order of the appellate authority and report immediately compliance
thereof to the appellate authority;
(13) The appellate
authority may decide any appeal with the consent between the
parties at any stage of the proceedings and such appeal shall be
treated as decided with the mutual consent of the parties.
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