Bharat Sanchar Nigam Limited (BSNL) was incorporated in 2000 by the Department of Telecommunication, Government of India. It is one of the largest telecommunication service providers in India. The telecommunication services that BSNL provides are wire-line services, Wireless-services, broadband/fiber, and other telecom operations and services.
The broader category of services is mobile & data services (3G, 4G upgraded technology), Wi-Fi hotspots, fiber/broadband networks, FTTH (internet and data & video application), National Optical Fiber Networks (NOFN), and other prepaid and postpaid connections.
| Notice - Be alert! Don't share the financial or banking details and don't share OTP to customer care executive. Protect yourself from Frauds and Scams. Report to Cyber Crime Bureau or Call 1930 as soon as possible to protect your earnings and others. |
Customers sometimes face issues with the telecom services of BSNL and want to register a complaint about the benefits. Many customers don’t know the proper procedure and helplines to get redressal of the issues. You can use the helplines to register your complaint.
The Issues of BSNL Services:
- Mobile: Balance, recharge, billing, prepaid and postpaid, network issues, weak internet or interrupted downloading speed, MNP (Number port), disconnection or closure of the connection, higher charges, SIM/e-SIM, OTP issues, value-added services, and other mobile service complaints of BSNL.
- Broadband/Fiber/FTTH: The issues of broadband, FTTH, closure of service, new internet connection, disconnected network, billing/pending bills, broken wires, router issues, rechange plans and OTT services, and other complaints.
- Other BSNL: Money debited, payment & transactions, billing & high charges, EPBAX, Airfibre/Voice, Activation/deactivation of SIM, Calling interruptions, Issue of Jackpot, offers, tower, and other telecom service complaints.
- BSNL Staff and Vendor Related: Unethical practices, corruption (demand of bribery by any staff), rude behaviour, vendor payment issues,
BSNL has provided various toll-free customer care numbers and e-mails to register complaints about the issues. You can also lodge an online complaint and further, you have the option to approach the higher authorities.
Tips – Complaint Hub has verified all the official helpline numbers and online portals of BSNL. You can use these helplines to get faster redressal of your complaints. The issues will be resolved within the given time limit.
Note – If your complaint is not resolved by BSNL then you can approach the PCGRAMS portal to file a grievance to the concerned Department of Telecommunication (GoI).
How to Register Complaint to BSNL (Bharat Sanchar Nigam Limited)
BSNL (Bharat Sanchar Nigam Limited) is a public sector telecom service provider company that has the largest network of towers, internet connectivity, and mobile and broadband services under Bharat Net (FTTH). It has an integrated grievance redressal mechanism to resolve the complaints about the issues.
Customers can raise complaints about the prepaid, postpaid, landline, or broadband connections to the concerned departments of the BSNL. The toll-free numbers can be used to connect with the customer care executive.
BSNL Complaint Registration Fee & Redressal Time Limit:
| Registration Fee | ₹0/- (No Charges |
| Resolution Time | Instant (24×7) or 7 days(normally) |
To know more, Read: Citizen charter of BSNL
Even you can e-mail, or register an online complaint. Further, you have the option to lodge a grievance to the Nodal officer or Appellate Authority of BSNL. In this way, you can resolve your complaint within the given period.
Customer Care Numbers
The toll-free customer care numbers are provided by the BSNL to resolve the complaints of the customers. You can call anytime 24×7 to raise your issue about the interruption in the services of mobile networks, broadband/fiber net, or other internet services.
Toll-Free Customer Care Numbers of BSNL:
| BSNL (Prepaid/Postpaid) Complaint Number | 1503 18001801503 |
| BSNL Landline/Broadband Customer Care Number | 198 1500 18003451500 |
| BSNL Broadband (Fiber) Complaint Number | 1504 18003451504 |
| WLL/CDMA (BSNL) Customer Care Number | 1502 18001801502 |
Helpline Numbers and E-mail for Enterprise Services: MPLS VPN, ILL/MNS/Bulk SMS/Dark Fibre etc.
| BSNL Customer Care Number | 18004257007 |
| Leased Line Call Centre Number | 18004251957 |
| ebenquiry@bsnl.co.in | |
| SMS Short Code (BSNL) | 57007 |
| SMS Short Code (Other Operator) | 9482157007 |
You can call on these customer care numbers of BSNL for specific services to register your complaint about the issues with services. You just need to call and describe the issue to the customer care representative. After successful registration of your complaint, always take or note down the reference number or docket number.
Note – The docket number is compulsory to track the status of the registered complaint and further, if your complaint is not resolved, you can use this reference number to lodge a grievance to the Appellate Authority of BSNL. More details are available in the section below.
Tips – The time limit has been specified for the redressal of each type of issue or complaint by the concerned departments of the BSNL. If it exceeds, you can approach the higher authorities by using e-mail, contact number, or online portal to raise your grievance.
Register an Online Complaint
BSNL has provided an integrated online complaint registration system (portal) for registered customers. Customers can use this portal to get faster redressal of their issues. You can also e-mail the concerned department about the issues of telecom services.
The issues of broadband, mobile (wireless), internet and FTTH (Bharat Net) can be resolved by filling out the online complaint form. You can also track the status of your registered complaint.
BSNL Selfcare – Register Online Complaint in One Click:
| Lodge Broadband (Fiber)/Landline Complaint | File Complaint |
| Track Broadband Complaint Status | Track Status |
| Register (Mobile/Wireless) Online Complaint | Click Here |
| Lodge Online BSNL (Mobile) Complaint (Unregistered Users) | Lodge Complaint |
| Lodge Payment Related Complaint | Click to register |
| cmdcomplaints@bsnl.co.in |
Contact Regional BSNL Selfcare (Mobile/Wireless) departments to Lodge an Online Complaint about prepaid and postpaid services (if not resolved previously).
| Mobile App | Android | iOS |
| Social Media | Twitter |
Procedure to Lodge Online Complaint to BSNL
Step 1: Visit the link from the table above to register an online complaint.
- Fill out the online complaint form.
- Select your category of the issue.
- After successful registration, note down the reference number.
Note – If your complaint is not resolved or not satisfied with the final resolution of the BSNL customer care team then you can lodge a grievance at the PGRMS portal of BSNL.
Lodge Grievance to BSNL at PGRMS
Public Grievance Redressal Management System (PGRMS) is an online portal of BSNL to register an online Grievance against the resolutions of previous complaints. If your complaint is not resolved or not satisfied then you can approach BSNL through this portal.
Links of BSNL PGRMS portal to Register Online Grievance:
| Register Online Complaint to BSNL | File Complaint |
| Track Complaint Status | Track Status |
Steps to Lodge Grievance:
- Visit the link, and open the online grievance form at PGRMS.
- Select the category of complaint and the nature of grievances.
- Billing and Payment-related
- Broadband, FTTH and Landline
- Mobile Service
- Customer Service and Other Matters
- Staff Matters and Vendor Payment-Related
- Fill out the required information.
- Enter the previous complaint number and describe the grievance.
- Upload the documents (If required).
Finally, submit the online grievance form and note down the reference number/docket number to track the status.
Note – If your grievance is not resolved within the given time limit (30 days), you may approach to Appellate Authority of BSNL to get faster redressal of your issues.
BSNL Appellate Authority
As per the guidelines and rules of Telecom Consumers Complaint Redressal Regulation, 2012, BSNL has appointed the Public Grievance Appellate Authority to resolve the disputes about the complaints that are yet not resolved or not satisfied with the final order of the tier 1 complaint redressal department (Customer Service Center, Online Complaint, or Call Center).
You can lodge a grievance to the regional PG Appellate Authority of your zone by e-mail or can call on the helpline numbers. You can also write an application/letter to the regional official head of the Appellate Authority of your concerned circle.
Steps to Lodge a Successful Complaint to BSNL PG Appellate Authority:
Step 1: Visit the link: Lodge Complaint to Appellate BSNL Authority
Step 2: Select your region or circle to know the e-mail, address, and contact number of the office. Send an e-mail or call to raise your concern.
Step 3: You can also send a written application/letter to the BSNL Appellate Authority. Don’t forget to mention the docket/complaint number of previously registered complaints.
Form: Download the Physical Appellate Authority Complaint Form: Download
Step 4: Fill out the form and send it to the official address of the BSNL Appellate Authority. The official details are given in the table below. You can also e-mail your written application and attach the supportive documents.
You can also get the contact details of your regional PG Appellate Authority from the customer care centres or call centres (toll-free customer care number).
Note – If your complaint is not resolved within the given time limit (39 days) by BSNL Appellate Authority or not satisfied with the final order then you can lodge a grievance to the Public Grievance Officer of BSNL Corporate Office through e-mail or phone number. Details are mentioned in the sections below.
E-mail, Phone No., and Address of Regional Appellate Authority of BSNL
The Contact Details of the Regional BSNL Appellate Authority are:
| Appellate Authority (Circle) | Phone, E-mail and Address |
|---|---|
| Andaman and Nicobar | cgm_an@bsnl.co.in 03192233800 Fax: 03192233660 Address: O/o CGMT, A and N Circle, Port Blair. |
| Andhra Pradesh | appellate.cfa@gmail.com 08662444165 Address: Room No:407, 4TH Floor, BSNL Bhavan, O/o CGMT, A.P Circle, Vijaywada- 520004. |
| Assam | gmadmin_assam@bsnl.co.in 03612736394 Address: O/o CGMT, Assam Telecom Circle, Guwahati-781001. |
| Bihar | gmo_bihar@bsnl.co.in 06122239938 Address: 5th Floor, O/o CGMT, Bihar Telecom Circle, Sanchar Sadan, Budha Marg, Patna, Bihar 800001. |
| Chhattisgarh | pg_cgappeal@bsnl.co.in 07712229300 Address: Office of CGMT Chhattisgarh Telecom Circle Khamhardih Raipur (Chhattisgarh) – 492007. |
| Chennai Telecom District | pg_chennai@bsnl.co.in 04426411300 Address: O/o CGMT, Chennai Telecom Distt., Chennai. |
| Gujarat | appellate.guj@bsnl.co.in 07926481366 Address: 8th Floor, Telephone Bhavan, C.G.Road, Navrangpura, Ahmedabad-380006. |
| Himachal Pradesh | app_auth_hp@bsnl.co.in 01772620440 Address: O/o CGMTHP Circle, SDA Complex, Kasumpti, Block NO.11 Shimla-9. |
| Kolkata Telecom District | gmsmctd@bsnl.co.in 03322438000 Address: O/o CGM, Kolkata Telephone Circle, Ground Floor, Telephone Bhawan,34, B.B.D. Bag, Kol- 700001. |
| Haryana | gm_cfa_har@bsnl.co.in 01712602700 Address: O/o CGMT, Haryana Circle, 107, The Mall, Ambala Cantt. – 133001. |
| Jharkhand | pgmcfa.jkd@gmail.com 06512208800 Address: O/o CGMT, Jharkhand Circle, ARTTC Campus, BSNL, Ranchi – 835217. |
| Jammu and Kashmir | gmcfajk@gmail.com 01912477222 Address: O/o CGMT, BSNL J&K Circle, 4th Floor, North Block, Bahu Plaza, Jammu. |
| gmnwpcmjk@gmail.com 01912477789 Address: 4th Floor, Trikuta Nagar Exchange Building, Jammu. |
|
| Kerala | gmhrkerala@gmail.com 04712306600 Address: O/o CGMT, Kerala Circle, PMG Junction, Thiruvananthapuram – 695033. |
| Karnakata (Excluding Bangalore & Kolar) | appellate_ktk@bsnl.co.in 08025362244 Address: Area of Jurisdiction – Basic and Mobile, Karnataka Circle(Excluding Bangalore and Kolar), Room No.205, O/o CGMT KTK, Halasuru, Bengaluru-560008. |
| gmcmktk@bsnl.co.in 08025555111 Address: Area of Jurisdiction–Mobile, Karnataka Circle(Excluding Bangalore and Kolar), Room No.326, O/o CGMT KTK, Halasuru, Bengaluru-560008. |
|
| Karnataka (only Bangalore and Kolar) | gmhrabgtd@gmail.com 08022865300 Address: Area of Jurisdiction –Basic and Mobile, Karnataka Circle (only Bangalore and Kolar), 5th floor, O/o PGM-BGTD Rajbhavan road, Bangaluru-560001. |
| Maharashtra | pgmd_mah@bsnl.co.in 02226600389 Address: 2nd Floor, A Wing, Admin Bldg., BSNL Complex, Juhu Road, Santacruz west, Mumbai – 400054. |
| Madhya Pradesh | gm_regulation@bsnl.co.in 07552570700 Address: O/o CGMT MP Telecom Circle, Hosgangabad Road, Bhopal. |
| North East I | gmhrne1@gmail.com 03642224737 Address: Room No. 225, Ist Floor, O/o CGMT, CTO Building, N.E-1 Circle, Shillong – 793001, Meghalaya. |
| North East II | 03862234470 Address: O/o CGMT, BSNL, NE-II Telecom Circle, Dimapur. |
| Odisha | gmcfaor@gmail.com 06742535399 Address: O/o CGMT, BSNL Odisha Circle, Room No. 305, 3rd floor, BSNL Bhawan, Unit-II, Bhubaneswar, 751009. |
| Punjab | [Basic and Internet]
pg_appellate_pb@bsnl.co.in 01722604747 Address: Room no 226, O/o CGMT Punjab Circle, Sector 34A, Chandigarh. |
| [Cellular]
appelate_cmpb@bsnl.co.in 01722673050 Address: BSNL T.E Building, Sector 49-C, Chandigarh. |
|
| Rajasthan | pg.appellate.raj@bsnl.co.in 01412365050 Address: O/o CGMT, Sardar Patel Marg, C-Scheme, Jaipur-8, 302001. |
| Tamil Nadu | gmo_tn@bsnl.co.in 04428293914 Address: O/o CGM, TN Circle, 6th Floor, 16 Greams Road, Chennai – 600006. |
| Uttar Pradesh East | gmnwocfa_upe@bsnl.co.in 05222621200 Address: O/o CGMT, UP(East) Telecom Circle, Hazaratganj, Lucknow. |
| Uttar Pradesh West | gmhrupw@bsnl.co.in 01212600786 Address: O/o CGMT UP West, 1st Floor, BSNL Telephone Exchange, Shastri Nagar. |
| Uttarakhand | pg_ual@bsnl.co.in 01352714100 Address: O/o CGMT Uttarakhand, Windlass Shopping Complex 3rd Floor Rajpur Road, Dehradun-248001. |
| West Bengal | pgmo_wb@bsnl.co.in 03322483635 Address: O/o CGM, West Bengal Telecom Circle, BSNL. |
| grop.wbtc@gmail.com 03322100812 Address: CTO Building, 8, Red Cross Place, Kolkata-700001. |
|
| Telangana | pgmcfacott@bsnl.co.in 04023201212 Address: 2nd Floor, Doorsanchar Bhavan, Nampally Stn Road, Abids, Hyderabad-1, Telangana. |
You can use these contact details of the concerned department to get faster redressal of issues of BSNL services.
Public Grievance Officer, BSNL Corporate Office
If your complaint/grievance is not resolved by the tier-2 consumer grievance redressal mechanism (customer service centre, online website, or call centre) or not satisfied with their final resolution of the issues then you can escalate the complaint to the Public Grievance Officer of BSNL Corporate Office. Your grievance will be resolved within the given time by the higher authorities.
You can send an e-mail, call the official contact number, or can write a letter to the official address of the BSNL Corporate Office mentioned. After the successful registration of your complaint, don’t forget to note down the reference number for future reference.
Tips: You can also register an online complaint to the Public Grievance Officer of BSNL at the CPGRAMS portal. For this, you can visit the link below.
Vsit: Lodge an Online Grievance at CPGRAMS of Central Government
E-mail, Address and Phone No. of BSNL Public Grievance Officer (PG):
1. Designation: GM(CDN)
- Address: Room No. 27, IR Hall, Eastern Court, Janpath, New Delhi-110001.
- Phone: 01123717055
- Fax: 01123312021
- E-mail: ddgpg@bsnl.co.in
2. Designation: AGM(PG)/DM(PG)
- Address: O/O GM (CDN), BSNL CO IR Hall Eastern Court, Janpath, New Delhi-110001.
- Phone: 01123766621
- E-mail: ddgpg@bsnl.co.in
Note – If your issue is yet not resolved or not satisfied then you can further escalate or lodge a grievance to the Directorate of Public Grievance (DPG) against the previously registered complaint to BSNL.
Tips – After following all these procedures, if you are not satisfied with the final order of final grievance redressal authority then you can file a complaint to TDSAT (Telecom Disputes Settlement Appellate Tribunal).
Remember – You should also read the guidelines of the Telecom Regulatory Authority of India (TRAI) to get faster redressal of your issues or complaints or send your queries by e-mail to the concerned department.
Time Limit for Service and Redressal of Complaint
BSNL always try to provide fast and uninterrupted telecom services to their customers. It follows all the guidelines and rules of TRAI to provide seamless and transparent services. For this, the prescribed time limit for the different service requests and redressal of the complaints have been shown in the Citizen Charter of BSNL. The time limit for different categories is mentioned here.
1. Basic Services of Wire-line:
| Service Parameter | Time Limit |
|---|---|
| Provision of Telephone | 7 days |
| Fault Repair | 3 days (Urban) 5 days (Rural |
| Shift of Telephone | 3 days |
| Closures of connection | 7 days |
| Billing complaints will be resolved | 4 weeks (28 days) |
| Refund of deposits after closure | 6 days |
2. Broadband Services:
| Service Parameter | Time Limit |
|---|---|
| Service provisioning/activation time | 15 days |
| Fault repair/restoration time | 3 days |
| Billing complaints will be resolved | 4 weeks (28 days) |
| Refund of deposit after closure (disconnection) | 6 days |
3. Mobile/Wireless Services:
| Service Parameter | Time Limit |
|---|---|
| Resolution of billing/charging complaints | 4 weeks (28 days) |
| Period of applying credit/waiver/adjustment | 7 days |
| Request for termination/closure of service complied | 7 days |
| Refund of deposit after closures | 60 days |
Frequently Asked Questions About BSNL
Q. What are the toll-free customer care numbers of BSNL?
A. The toll-free numbers for complaints of different BSNL services are 18001801503 (Mobile), 18003451500 (Broadband/Landline), 18003451504 (Broadband/fiber), and 18001801502 (CDMA).
Q. Where can I lodge a grievance if my complaints are not resolved by the concerned departments of BSNL?
A. If your complaint is not resolved within the given time limit by any department of BSNL, you can lodge a grievance at the PGRMS or Public Grievance Appellate Authority. Further if not satisfied with the response then you may approach the Directorate of Public Grievance.
