COMMERCIAL AND OPERATIONAL ADSL POLICIES

• The ADSL services will be provided on the existing telephone line. This will not at all affect any basic operation. The proposed procedure to provide the Internet connection on existing Telephone line will be as under:

• For ADSL booking, the interested telephone subscriber of MTNL will either make a call to MTNL call center “1500” or Internet Helpdesk. Alternately he can send a mail or send a request through MTNL website to MTNL Internet Helpdesk. He/She can also visit Sanchaar Haat / Subscriber Service Centers of the concerned exchange areas for direct booking.

• Whenever subscriber wants a visit to his premises, an MTNL official/ DSA/ MoU partner will be sent to the subscriber premises. He will get the form filled and collect the payment in form of Cheque/ DD alongwith copy of last paid Telephone Bill. He will also give a receipt for the payment collected. Initially the MTNL official will be sent from Internet Helpdesk. Such requirement will be outsourced to the person managing Internet Helpdesk by hiring more call engineers as per existing contract.

• All these forms will reach to CO (Internet) who will issue OB. In CSMS, it will be categorized as free service with a new ADSL category as billing will be taken care off by Internet division. The amount collected by registration will be deposited with AO (Cash) L/D under the Internet head.

• Once payment is received, OB, jumper letter and Internet account-opening request will be issued from the system by CO (Internet) under Internet Division.

• In case of direct booking at Sanchaar Haat / CSC, online OB will be issued and online request will sent to CO (Internet) for issuing of jumper letter and account opening request. Also ATD will be raised to AO (VAS) on monthly basis for reconciliation of account.

• One copy of OB will be sent to area outdoor section/ MoU partner. He will do installation of CPE at the subscriber premises and comply to CO (Internet)

• In the jumper letter, the ADSL jumper details will be provided by CO (Internet) and other jumper details will be included by record section of the corresponding FRS. The compliance of the jumper letter is to be sent to CO (Internet) within two working days of issue of jumper letter. FRS will also ensure updation on ADSL pair in FRS system and priority fault booking entry in 178 System.

• SDE (H/D) will take care off account creation and bill provisioning for the same. Final compliance after service provisioning will be given to CO (Internet) who will further give compliance in the CSMS system / call center. Proper fields will be updated in the CSMS system accordingly.

• If a subscriber wants to migrate from one ADSL plan to other, he will be required to give his request on plain paper to CO (Internet) who in turn will issue the OB and will send it to SDE (H/D). He will get the necessary changes done and send back compliance to CO (Internet). He will accordingly issue compliance in the CSMS system. Date of change of plan will be the date of change made in the ADSL billing system.

• A single bill be issued to the subscribers which will include ADSL charges also same as in case of Internet Express services. For this purpose monthly billing data will be sent to CSMS for integration in billing system.

• The reconciliation of payment collected is essential for revenue sharing with MTNL MoU / EoI partners. As per MTNL policy the accounting will be done under the head of Internet. AO (VAS) will maintain a sub-ledger and will take care of it as part of Internet accounting.

• In case of connection through MoU / EoI partners, revenue share has to be taken care off based on the revenue realized which shall include Marketing incentive also. This feature is not available in CSMS and separate software is to be got developed similar to PRM requirement. As this activities may happen for lot many other services including Email over Telephone, Wireless Broadband Services etc. TRA unit shall be given responsibility to get developed and maintain this software/ activity.

• Whenever a subscriber is requesting for a shift, he will give the request on plain paper to CO (Internet). OB and opening / closing jumper letters will be issued by CO (Internet) and will be processed as per the processing of New Connection. Shifting Charges will be added into the Bill of the telephone number on which the connection has been shifted in the next billing cycle.

• In case of DNP/ RNP cases for ADSL phone, such requests will also be sent to SDE (H/D) so that the disconnection/ reconnection of ADSL facility also happens alongwith phone facility.

• Whenever there is level change happens for the ADSL Phone, the same shall be communicated to CO (Internet) / SDE (H/D) so that corresponding level change is updated in the ADSL billing system so that correct billing happens. In addition a mechanism has to be devised that if billing does not happens on any number in CSMS system, error file is generated and sent to SDE (H/D) to take corrective measures.

• If service is not available to the subscriber for a minimum period of seven days due to any technical reason from MTNL side, proportional rent rebate shall be extended to subscriber. In this case based on subscriber request, SDE (H/D) will confirm the status from FRS / concerned system and proportional time / data transfer allowance will be extended to him in the Billing system, which can be consumed in current and next one consecutive month only.

• To put the ADSL connection in safe custody, subscriber will give the request on plain paper. OB for the same will be issued by CO (Internet) and will be processed at Internet Helpdesk and details will be taken care off while generating Bills.

• In case of TNF/ disconnection/ closure of services, refund will be made as under:

  1. In case of TNF cases, full refund will be made as per MTNL policy.

  2. In case service has not at all been offered, full refund will be made.

  3. In case of closure of a working connection, security deposit will be refunded after recovering CPE and adjusting dues if any.

Refund case will be initiated by CO (Internet) and will be processed by AO (VAS). Payment will be released by AO (Cash) L/D.

• Group Billing will be allowed to the Corporate, who want to get a single bill for their offices/ dealers/ distributors. They will be providing the list of the users to be billed. AO (VAS) will raise a single bill as per the billing information having details of all individual subscribers and payment will be done at payment section at the O/o CAO (L/D). In this case he will also ensure DNP/ RNP requirements of ADSL services as per MTNL policy.

• In case of payment not collected by pay by date, 2 % of panel interest will be applicable as per MTNL policy.

• In case of Cheque of Initial deposit being bounced, corresponding Telephone Number will be temporarily disconnected and 100 Rs. restoration charges will be applicable as per MTNL policy.

• CIP subscribers, who want to have a flare of services before actually committing for the same, the same will be offered as other service providers are also offering it. An ADSL connection will be offered for trial of upto 15 days to a CIP subscriber if he is committing minimum revenue of Rs. 5000/- per month as per prevailing tariff.

• Primary maintenance of ADSL equipment installed in exchanges will be done by area.

• Only ED/ MTNL Board of Directors will approve Service ADSL connections/ Complimentary ADSL connection. No other such request will be entertained.

• In case of any anomaly in the Telephone Connection information and information available in the ADSL subscription form or any billing issue, GM (VAS) will be empowered to take decision on case-to-case basis.

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