Anti-Consumer Monopoly of BSNL and MTNL Over Toll-Free & Special-Access Phone Numbers
General Thoughts, Indian Telecom January 14th, 2006
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Tags: Airtel, BSNL, MTNL, Reliance, Tata
Anti-Consumer Monopoly of BSNL and MTNL Over Toll-Free & Special-Access Phone Numbers
The number of toll-free helplines in India is growing day-by-day along with the flourishing call-centre industry. However, as you might have noticed, these toll-free phone-lines (or 1-600 helplines) can be accessed through the state-owned BSNL and MTNL phones only (To verify this, dial any 1-600 number from your non-BSNL/MTNL Fixed Wireless Phone or mobile phone). This is really a complete cartel in the Indian market, badly affecting the Indian consumers!
Just think about the growing community comprising of Indian people who have got their BSNL/MTNL landline phones disconnected because of its unattractive and feature-less, sarkari (bureaucratic) service. Instead, they now own landlines, CDMA or GSM phone connections (mobile or fixed wireless) from other telecom companies. These people cannot access the 1-600 toll-free phone-lines even in an emergency because of this phenomenon. Let’s take a case of the Microsoft India Helpline for technical support when a PC has been infected with a deadly computer virus. You will not be able to access it from a non-BSNL/MTNL number. Even India’s toll-free National Consumer Helpline (1600-11-4000) is not reachable from non-BSNL/MTNL phones!
Moreover, other special-access numbers and IVR (Interactive Voice Response) numbers (e.g. 125 011 1444) are also not accessible by a large number of people who use phone connections from private companies (i.e. other than BSNL and MTNL). Thus, they are unable to take part in special phone-based contests, or to use any other telecom offerings and IVR-based services on special-access numbers.
Further, many companies have to pay for two helpline numbers due to this prevailing condition: a 1-600 number (toll-free) from BSNL/MTNL, and a 3030 number (in which local call charges apply) from Reliance Infocomm. For example, HP India pays for helpline 1600 42 54 999 as well as 3030 4499 (info: http://welcome.hp.com/country/in/en/contact_us.html ). Some companies, like Nokia India, have totally abandoned 1 600 helplines because of this phenomenon (Nokia Careline #: 3030 3838; source: http://www.nokia.co.in/nokia/0,,45553,00.html ).
In addition, these toll-free numbers can only be issued by BSNL/MTNL and not by any private telecom operator such as Airtel, Tata Indicom, etc. On the contrary, in the US and other western nations, the toll-free numbers can be issued by any state-owned or private telecom company (also called Responsible Organizations or Resp Orgs; visit www.sms800.com to learn more) but are strictly under the control of their respective government authorities. Moreover, they can also issue the toll-free ‘vanity’ numbers, which spell out a company’s name but the same thing does not happen in India, e.g. 1-800-MICROSOFT (1-800-642-7676). You may kindly visit the following websites for more information:
* http://www.fcc.gov/wcb/tapd/toll_free/888faq.html
* http://en.wikipedia.org/wiki/Toll-free_phone_number
* www.gaebler.com/Toll-Free-Numbers.htm
* http://support.microsoft.com/contactus/?ws=mscom
Sadly, TRAI has not taken any serious steps in this regard. It is not even paying enough attention towards this situation either. Thus, for how long will we endure this anti-competitive policy and monopoly of BSNL and MTNL? Don’t you think that the Telecom Ministry as well as the TRAI should take some serious steps in this regard for the benefit of the Indian consumers? Besides lowering the call-charges, if the government starts taking interest and starts giving enough attention towards these small but important issues too then with the passage of time it will prove to be of much benefit to the Indian Consumer as well as the Telecom Industry.
P.S.: If you wish to send your views to TRAI in this regard, please visit http://www.trai.gov.in/contacttry.htm or log on to the following links to contact the Telecom Ministry, Govt. of India and DOT (Department of Telecommunications):
* http://www.dmaran.nic.in/minister_office_form.htm
* http://www.dot.gov.in/pgcell.htm
* http://www.dot.gov.in/telephone_directory/whoiswho.htm
Update:
As per the guidelines of new National Numbering Plan, the Access code of Toll Free Numbers in India has been changed from 1600 to 1800 w.e.f. 14.01.2006. You might yourself have noticed it through newspapers. Read more about it at http://mumbai.mtnl.net.in/news/news.html . But how funny that MTNL itself has not updated its free-phone no. 1600228844 at LHS on the same page.
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About
Yes, that’s a genuine issue. I think we should contact TRAI and DOT in this regard. In fact, I’m sending them an e-mail through the above given links.
GREAT ARTICLE, ROHIT! THIS IS REALLY A MONOPOLY OF BSNL AND MTNL. I TOO WILL SND AN EMAIL TO TRAI AND DOT IN THIS REGARD AND WILL TRY TO CONTACT THEM BY OTHER MEANS ALSO.
Yes, that’s a genuine issue. I think we should contact TRAI and DOT in this regard. In fact, I’m sending them an e-mail through the above given links.
GREAT ARTICLE, ROHIT! THIS IS REALLY A MONOPOLY OF BSNL AND MTNL. I TOO WILL SND AN EMAIL TO TRAI AND DOT IN THIS REGARD AND WILL TRY TO CONTACT THEM BY OTHER MEANS ALSO.
Yes, it is really bad situation. It is affecting the Indian consumers. It is already late, TRAI should take immediate action.
Yes, it is really bad situation. It is affecting the Indian consumers. It is already late, TRAI should take immediate action.
Yes, It is really a concern for many indian consumers.Any now one another number series 1-800 has been started,but that also isnot accessible from cell phone & private operators.
TRAI &Government should take immediate action to resplove this. Which will help all the telecom companies & consumers & at the end it will be a win win situation.
Yes, It is really a concern for many indian consumers.Any now one another number series 1-800 has been started,but that also isnot accessible from cell phone & private operators.
TRAI &Government should take immediate action to resplove this. Which will help all the telecom companies & consumers & at the end it will be a win win situation.
Yes, even the 1-800 numbers are not accessible from non-BSNL/MTNL lines. I think we should contact TRAI and the Telecom Minister in this regard through the links given above in this article.
Yes, even the 1-800 numbers are not accessible from non-BSNL/MTNL lines. I think we should contact TRAI and the Telecom Minister in this regard through the links given above in this article.
This is a very basic facility to consumers, toll-free nos should be available from all the tele-coms and BSNL toll-free nos must be made accesible from any service from India and from any part of the world.
Indian Govt is only concerned about bringing FDI not solving small issues.
This is a very basic facility to consumers, toll-free nos should be available from all the tele-coms and BSNL toll-free nos must be made accesible from any service from India and from any part of the world.
Indian Govt is only concerned about bringing FDI not solving small issues.
this request is to be done by pvt operators.but they won’t do as they have to pay charges to bsnl or mtnl.so it is up to them.before blaming bsnl and mtnl look at the other side also.if the pvt operators really want to give service they should have put this problem before trai.any way customers are the sufferers.same way the bsnl customers are unable sms in some television competitions.what is your say on that mr.rohit?
this request is to be done by pvt operators.but they won’t do as they have to pay charges to bsnl or mtnl.so it is up to them.before blaming bsnl and mtnl look at the other side also.if the pvt operators really want to give service they should have put this problem before trai.any way customers are the sufferers.same way the bsnl customers are unable sms in some television competitions.what is your say on that mr.rohit?
Hello Mr. Sivakumar,
Yes, you’re right. If Pvt. operators really want to give service, they should also put this problem before TRAI. Moreover, yes, I agree that BSNL customers should also be fully allowed to SMS in the television competitions and other promotions wherever possible. I think TRAI might soon take steps in this regard. And, thanks for the info.
Regards.
Hello Mr. Sivakumar,
Yes, you’re right. If Pvt. operators really want to give service, they should also put this problem before TRAI. Moreover, yes, I agree that BSNL customers should also be fully allowed to SMS in the television competitions and other promotions wherever possible. I think TRAI might soon take steps in this regard. And, thanks for the info.
Regards.
It’s a case of defending the culprit which Mr Rohit has attempted through this blog. He says that “….these toll-free numbers can only be issued by BSNL/MTNL and not by any private telecom operator such as Airtel, Tata Indicom, etc.” Can he enlighten us on what basis he has written this statement? Please give me a link to such an order.
I do not think the Govt. has barred any Fixed Service Provider from providing these services. They can provide these IN services if they want. Further, as Mr Sivkumar has rightly pointed out, Pvt. operators could have very well lobbied for it if they were not allowed this service and if they REALLY wanted to provide these IN services. But they are not providing these services because they do not find these economically viable at this moment. So why blame the Govt. or BSNL and MTNL?
It’s a case of defending the culprit which Mr Rohit has attempted through this blog. He says that “….these toll-free numbers can only be issued by BSNL/MTNL and not by any private telecom operator such as Airtel, Tata Indicom, etc.” Can he enlighten us on what basis he has written this statement? Please give me a link to such an order.
I do not think the Govt. has barred any Fixed Service Provider from providing these services. They can provide these IN services if they want. Further, as Mr Sivkumar has rightly pointed out, Pvt. operators could have very well lobbied for it if they were not allowed this service and if they REALLY wanted to provide these IN services. But they are not providing these services because they do not find these economically viable at this moment. So why blame the Govt. or BSNL and MTNL?
Well, pl go to any VSNL / BSNL office and try to get a 1-800 number for your business. The clerks in these so called ‘offices’ will certainly get you tired and irritated by their ‘un-concrened’ behaviour & replies. You will hav to run after these bastards to get your no even though you pay whatever they ask.
It is not the monopoly attitude -it is the arrogance of the typical govt. servant in helping any body including an Indian.
Most of their offices can be called as ’sleeping centers’ and their call centers as ‘no-reply’ centers.
We need to seriously consider starving these institutions (not companies) to death - by boycotting their services and not giving any help or business to these entities of mindless entities.
They had done enough damage to all of India already.
Well, pl go to any VSNL / BSNL office and try to get a 1-800 number for your business. The clerks in these so called ‘offices’ will certainly get you tired and irritated by their ‘un-concrened’ behaviour & replies. You will hav to run after these bastards to get your no even though you pay whatever they ask.
It is not the monopoly attitude -it is the arrogance of the typical govt. servant in helping any body including an Indian.
Most of their offices can be called as ’sleeping centers’ and their call centers as ‘no-reply’ centers.
We need to seriously consider starving these institutions (not companies) to death - by boycotting their services and not giving any help or business to these entities of mindless entities.
They had done enough damage to all of India already.
Well, This is something typical of India. Had the empployees of BSNL/MTNL were not given FREE phone lines and FREE calls, they would have understand it easily. Unke B**P ka kya jata hai?
Well, This is something typical of India. Had the empployees of BSNL/MTNL were not given FREE phone lines and FREE calls, they would have understand it easily. Unke B**P ka kya jata hai?