Beruflich Dokumente
Kultur Dokumente
FOR
O/o Executive Director: 2nd Floor, Khurshid Lal Bhawan Janpath New Delhi-110050
Website: www.mtnldelhi.in
Corporate office: 5th Floor, MDS, 9, CGO Complex, Lodhi Road, New Delhi-110003
Website: www.mtnl.net.in
1. Vision
Become a total Telecom Solution provider company and to provide world class telecom
services at affordable prices to all classes of customers.
Become the largest provider of private Telecom Networks and Leased Lines.
2. Mission
To remain market leader in providing world class Telecom and IT related services at
affordable prices.
2.
3.
4.
5.
6.
Remarks
Note:-The above standards/time limits are subject to constraints beyond control of MTNL, such as: Technical feasibility (i.e. availability of network/capacity).
Stores availability (such as Modem(CPE), Instrument, Dropwire etc), which may be short due to
procedural delays for procurements while following the prescribed govt. procedures.
Damage of cables/outdoor network due to digging by civic agencies/others
Customer availability
Telecom
Service
Landline
Broadband
On line (Web-link)
http://customercare.mtnldelhi.in
In case the complaint is not redressed within specified time-limit or if customer is not satisfied,
then to accelerate the redressal of his complaint, he can lodge appeal to appellate authority. The
details of Appellate Authorities of MTNL are attached in Annexure-III and are also available on
website of MTNL Delhi (www.mtnldelhi.in)
In addition, the customer has an option to lodge his grievance, in case of non-resolution of his
grievances, on other platforms like:
8. Charter will be reviewed on annual basis for possible revision, if any, based on the feedback
received from various stakeholders.
Annexure-I
Service/
Transactions
Provision of
New land line
BB/ BB combo
connection
Weight
%
Responsible Person
(Designation) Email
Ph. No.
Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)
Process
Document Required
Application
Form
alongwith requirement of
documents and fee if any,
is available on website
www.mtnldelhi.in
Shifting of
land line / BB
Combo
connection
Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)
requirement of documents
is available on website
www.mtnldelhi.in
3.
Fault repair of
Landline/BB
connection
Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)
N/A
4.
Billing/Metering
complaints
AGM(Coml) of area
Concerned (list
enclosed at
Annexure-V)
N/A
5.
Termination
of
Service & Refunds
Divisional Engineer
(Outdoor) Concerned
division (list enclosed
at Annexure-IV)
requirement of documents
is available on website
www.mtnldelhi.in
Annexure-II
Service Standards
S.
No.
1.
2.
3.
Service/ Transactions
Provision of
a) New land line connection
b) New BB connection
Shifting of
a) land line
b) BB connection
Fault repair of
Landline/BB connection
4.
Billing/Metering complaints
5.
Termination of Service
6.
Refunds
Weight
Success Indicators
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Achievement vis--vis
benchmark set by TRAI.
Service
Standards
Unit
7
15
Working
days
3
7
Working
days
Working
days
weeks
Weight
Data source
CSMS system
Coml record /
CSMS system
FRS system
Working
days
TR office
records
Coml record /
CSMS system
60
Working
days
TR
records
office
Annexure-III
LIST of AREA GENERAL MANAGERS
AREA
Address
Telephone
No.
FAXNo.
EmailID
GeneralManager
(B.C.P)
8,BhikajiCamaPlace,
NewDelhi?110066
GeneralManager
(West)
GeneralManager
(NehruPlace)
GeneralManager
(North)
GeneralManager
(Central)
GeneralManager
(TY)
SancharParisar,
27918000 27923500 gmrhn@bol.net.in
Sector3,Rohini,Delhi110
085
DoorsancharSadan,
24328808 24327576 gmc@bol.net.in
2ndFloor,LobbyNo.29,
CGOComplex,N.Delhi110
003
GBlock,DDAShopping
22433333 22047500 gmty@bol.net.in
Centre,PreetVihar,Delhi
110092
GeneralManager
(East)
Sh.JawaharLalNehru
Marg,MintoRoad,
N.Delhi110002
Annexure-IV
CM(BCP)
GM(NP)
GM(EAST)
GM(NORTH)
Responsible Person
(Designation)
Divisional Engineer(Outdoor) Janpath
Divisional Engineer(Outdoor) Kidwai
Bhawan
Divisional Engineer(Outdoor) Jor Bagh
Divisional Engineer(Outdoor) CGO
Divisional Engineer(Outdoor) Sena Bhawan
Divisional Engineer(Outdoor)Rajpath
Divisional Engineer(Outdoor) BCP
Divisional Engineer(Outdoor) CHY
Divisional Engineer(Outdoor )VKJ
Divisional Engineer(Outdoor-I) HK
Divisional Engineer(Outdoor-II) HK
Divisional Engineer(Outdoor-I) NP
Divisional Engineer(Outdoor-II) NP
Divisional Engineer(Outdoor-III) NP
Divisional Engineer(Outdoor-I) OKH
Divisional Engineer(Outdoor) SVR
Divisional Engineer(Outdoor) TKB L/A
Divisional Engineer(Outdoor) TKB
Divisional Engineer(Outdoor) DG
Divisional Engineer(Outdoor-I) IDGAH
Divisional Engineer(Outdoor-II) IDGAH
Divisional Engineer(Outdoor)E TH
Divisional Engineer(Outdoor)W TH
Divisional Engineer(Outdoor)E KB
Divisional Engineer(Outdoor)W KB
Divisional Engineer(Outdoor-I) RHN
Divisional Engineer(Outdoor) RHN,Sec6
Divisional Engineer(Outdoor) RHN, Sec 9
Divisional Engineer(Outdoor) SWR
Divisional Engineer(Outdoor) KPM
Divisional Engineer(Outdoor) BDL
Divisional Engineer(Outdoor) NRL
Phone No
23747373
23713520
depodjp@bol.net.in
depodkbn@bol.net.in
24697744
24392233
23015599
23782525
26172600
26876468
26122425
26867400
26867600
26430344
26460066
26476119
26344675
26952021
26952929
26055566
23231100
23528100
23610775
23978777
23953343
25720102
25824749
27948877
27933737
27553535
27033535
27102324
27851100
27787070
depodjb1@bol.net.in
deodcgo@bol.net.in
depodsb@bol.net.in
depodrp@bol.net.in
deodbcp@bol.net.in
deodchy@bol.net.in
deodvkj@bol.net.in
deodhk1@bol.net.in
deodhk2@bol.net.in
deod1np@bol.net.in
deod2np@bol.net.in
deod3np@bol.net.in
deod1@bol.net.in.
deodsvr@bol.net.in
deod2tkb@bol.net.in
deodtkh@bol.net.in
deoddg@bol.net.in
deodid1@bol.net.in
deodid2@bol.net.in
deodeth@bol.net.in
deodwth@bol.net.in
deodkb@bol.net.in
deodkbw@bol.net.in
deodrhs3@bol.net.in
deodrhs6@bol.net.in
deidrhs9@bol.net.in
deodswr@bol.net.in
deodkpm@bol.net.in
deodbdl@bol.net.in
deodnrl@bol.net.in
GM(TY)
GM(WEST)
27251323
27222525
27477755
27468700
22714400
22786868
22240058
22548888
22305454
22588382
22112700
22185104
22193500
25928155
25896353
25129494
25366900
25032829
deodmkn@bol.net.in
deodav@bol.net.in
deodsmb@gmail.com
deodadngr@bol.net.in
deodmvr1@bol.net.in
deodmv2@bol.net.in
deod3lxr@bol.net.in
deod1ln@bol.net.in
deodkkd@bol.net.in
deod1shd@bol.net.in
deod2shd@bol.net.in
deod1yvr@bol.net.in
deod2yvr@bol.net.in
derg@bol.net.in
despr@bol.net.in
deodhnr@gmail.com
deodnjf@bol.net.in
deoddwr2@bol.net.in
Annexure-V
GM(East)
GM(NP)
GM(TY)
GM(West)
GM(BCP)
GM(Central)
Phone No
27881919
27111040
27925922
23610123
25720102
23913100
23231100
26486677
26952020
22411411
22584545
25100659
25898788
25260777
25129494
25963456
25696666
25031200
25032829
28021200
26167370
24107630
26601207
23321463
Email
deodbdl@bol.net.in
agmcn1@bol.net.in
depgn2@bol.net.in
defrsid@bol.net.in
dekbd3@bol.net.in
deidth@bol.net.in
deoddg@bol.net.in
agmshnp@bol.net.in
agmsvr@bol.net.in
agmsaleslxr@bol.net.in
deod1shd@bol.net.in
agmshrg@bol.net.in
despr@bol.net.in
deodpvr@bol.net.in
sdeshhnr@bol.net.in
deodngl@bol.net.in
agmcsjkp@bol.net.in
amdwarka@bol.net.in
amdwarka@bol.net.in
amdwarka@bol.net.in
agmcbcp@bol.net.in
agmcchy@bol.net.in
agmchk@bol.net.in
agmc1ce@bol.net.in
Annexure- VI
GM(Central)
GM(BCP)
GM(West)
GM(East)
Responsible Person
(Designation)
Chief Accounts Officer(TR) RHN
Chief Account officer(TR)SKN
Chief Accounts Officer(TR)
Chief Accounts Officer(TR)LXR
Chief Accounts Officer(TR)KKD
Chief Accounts Officer(TR)SHD
Chief Accounts Officer(TR)JB
Chief Accounts Officer(TR)CGO
Chief Accounts Officer(TR)KBN
Chief Accounts Officer(TR)HK
Chief Accounts Officer(TR)BCP
Chief Account Officer Chy
Chief Accounts Officer(TR)
Chief Accounts Officer(TR)HNR
Chief Accounts Officer(TR)TH
Chief Accounts Officer(TR)DG
Chief Accounts Officer(TR)ID
Chief Accounts Officer(TR)KB
Phone No
27914783
26226939,26226446
22457380
22376930
22595496
24642020
24323545
23322452
26530202
26188396
24106096
25126777
25496905
23987020
23267178
23616468
25788540
Email
caotr2rhn@bol.net.in
caotrskn@bol.net.in
caotrnp@bol.net.in
caotrlxr@bol.net.in
caotrkkd@bol.net.in
caotrshd@bol.net.in
caoncrc@bol.net.in
caotrcgo@bol.net.in
caotrkbn@bol.net.in
caotrhk@bol.net.in
caotrbcp@bol.net.in
cotrchy@bol.net.in
captrrg@bol.net.in
caotrhnr@bol.net.in
aotrth@bol.net.in
aotrdg@bol.net.in
caotrid@bol.net.in
cotrkb@bol.net.in
aotrkb@bol.net.in
Annexure-VII
GM(TY)
GM(EAST)
GM(Central)
GM(NP)
GM(BCP
GM(West)
Responsible Person
(Designation)
Pubic Relation Officer(MRC)RHN
Pubic Relation Officer(NARELA)
Pubic Relation Officer(SKN)
Pubic Relation Officer(I)
Pubic Relation Officer(II)
Public relation officer(1)
Pubic Relation Officer(DG)
Pubic Relation Officer(Idgah)
Pubic Relation Officer(TH)
Pubic Relation Officer(JB)
Pubic Relation Officer(KBN)
Pubic Relation Officer(RP)
Pubic Relation Officer(NP)
Pubic Relation Officer(OKH)
Pubic Relation Officer(SVR)
Pubic Relation Officer(BCP)
Pubic Relation Officer(CHY)
Pubic Relation Officer(HK)
Pubic Relation Officer(RG)
Pubic Relation Officer(JKP)
Pubic Relation Officer(NJF)
Pubic Relation Officer(DWK)
Pubic Relation Officer(PVR)
Pubic Relation Officer(NGL)
Pubic Relation Officer(DBRI)
Pubic Relation Officer(DC)
Pubic Relation Officer(SPR)
Phone No
27925511
27781667
27219000
22462499
22056223
22513090
23263733
23628827
23979596
24628286
23358844
23073090
26480048
26917576
26972900
26164466
26118181
26529233
25934222
25530500
25028715
25072323
25271300
25185077
25385555
25691085
25701900
depgn2@bol.net.in
deodbdl@bol.net.in
agmcn1@bol.net.in
Pro1ty@bol.net.in
depgty@bol.net.in
prolty@bol.net.in
Prodg02@gmail.com
proid@bol.net.in
proth@bol.net.in
depfrsjb@bol.net.in
agmc1ce@bol.net.in
depodrp@bol.net.in
sdeshnp@bol.net.in
sde.dsaokh@gmail.com
sdeshsvr@bol.net.in
cobcp@bol.net.in
cochy@bol.net.in
cohk@bol.net.in
shsderg@bol.net.in
projkp1@bol.net.in
shsdenjf@gmail.com
prodwarka6@bol.net.in
shsdepvr@bol.net.in
sdecscngl@bol.net.in
prodabri@bol.net.in
sdeshdc@bol.net.in
despr@bol.net.in
Annexure-VIII
29
30
31
32
33
34
Gate No-4, Tele Exch Main Building, Pusa Road, karol Bagh, New Delhi-110005
GM CENTRAL
35
36
37
38
Mahanagar Door Sanchar sadan, 9, CGO Complex, lodhi road, New Delhi-110003
GM WEST
39
40
41
42
43
44
45
46
47
48
49
50
51
52