• Basic telephone services including WLL:- Application for NTC, Shift of telephone, change of tariff plan and all other change requests of customers
• Add-on facilities:- Requests for provision/withdrawal of Hot line, hunting, call transfer, three party conferencing, STD/ISD, Provision/re-setting, SMS facility, CUG etc.
• ISDN/Broadband services:- Application for new connection, change of tariff plan, shift etc.
• Request for Cell One services:- Application for new Cell One connection, duplicate bills of Cell One connection, provision/withdrawal of add on facilities on Cell One connection, change of tariff plan, change of address etc.

• Request for IN Services:- Application for free phone, universal access number etc.
• Request for Leased line :- Registration for service
• Complaint handling:- Select categories of complaints regarding basic telephones including WLL, ISDN, Broadband, IN services like faults, excess metering complaints etc.

• To avail of any services through the customer care portal, a customer is first required to register by giving required details after which a user name and password shall be allotted either through email (if email-id is provided by the customer) or directly on the screen itself.

• When an existing customer asks for any service requiring validation, such as add-on facility on existing phone, he/she will asked to enter telephone number and unique ID. The entry is validated by the call center and an activation code (4 digit PIN) will be provided for his/her telephone account. This is a one-time activity and subsequent requests can be made through the portal by using this 4 digit PIN by the customer.

• The following procedure shall be followed for handling requests through customer care portal:- A. New Basic Telephone Connection including WLL:-

• The customer will fill-up all the details online for applying for a new basic telephone connection.

• On the basis of on-line request received in the portal, on line OB shall be issued immediately by the system.

BSNL has launched an online Customer Care facility, which will enable the customers to subscribe to any of the services from the comforts of their homes.

Customers need only to register themselves for the services through this convenient, online platform i.e. http://portal.bsnl.in/bsnlcca/login.aspx

URL for login page:

http://portal.bsnl.in/bsnlcca/login.aspx

YOU – THE USER

You can avail of any of the services from the Customer Care portal by keying in http://portal.bsnl.in/bsnlcca/login.aspx in the address bar of the Web browser and pressing 'Enter' or clicking 'Go' beside the address bar. The home page (login page) of the Customer Care portal will be displayed, which gives details of the various services being offered. The services are categorized into three modules:-

B. Shifting of Basic Telephone Intra exchange shift (Shifts within same exchange):- On the basis of on-line request received in the portal on line OB for local shift shall be generated by the system Inter exchange shifts within SDCA:- On the basis of a validated request received online in the portal, two OBs – one for disconnection of telephone at the old address under shift and the other for provision of new telephone at the new address in lieu of the old connection be issued by the system.

C. New ISDN/Broadband Connection:- Same procedure as prescribed for new basic telephone connections will apply.

D. Add-on Facilities, change of tariff plan etc: No written requests in hard copy is required in case of change of tariff plan, provision/withdrawal/resetting of STD facility, Hot line, hunting, call transfer, call conference, CLIP etc and the requests shall be automatically acted upon by system itself except for requests for provision of ISD facility on the existing telephone. For ISD provision the request has to be handled by the nodal officer; the subscriber shall be required to give signed copy of the form in hard copy along with self attested photograph to be collected by BSNL staff. The advice note will be issued only after payment of the required deposits.

E. Complaint handling:- Complaints will be handled through the portal, and pushed to DOTSOFT.