BSNL SAMADHAAN : Special Relief Scheme for Disputed Bills Settlement

Samadhan for broadband bills
BSNL introduced SAMADHAAN a Special Relief Scheme for settlement of disputes in respect of Broadband usage bills for the benefit of existing and ex-customers of Broadband Services.

The main reasons for non-payment of Broadband bill/s are reported to be the customer getting a bill for usage of Broadband beyond his expected usage. This generally happens in the initial usage of Broadband Connections due to non awareness about the appropriate BSNL Broadband Plans required to be selected to suffice the customer requirements.

To win back such customers BSNL has decided to introduce onetime Special Relief Scheme SAMADHAN with the options as indicated below as a goodwill gesture as one time relief to settle the disputed bills of such customers

Option - I (Applicable to all BSNL customers of Home & Business)
  1. A customer against whom one or more such alleged excessive bill/s is/are outstanding may under this option settle his bill/s to the extent of maximum three bills of three consecutive billing cycles as follows
  2. Pay Rs. 750/- for excess usage (beyond the admissible limit as per plan) for first 5 GB per Bill and the remaining excess usage (if any) beyond 5 GB @ Rs. 100/- per GB or part thereof per bill. This settlement shall be applicable individually against each disputed bill.
  3. The relief mentioned at (i) above under this option can be availed of up to a maximum of three consecutive bills only i.e., the latest disputed bills and two immediately preceding bills, in case these two preceding bills too are disputed and unpaid.
  4. Head of the SSA may, however, on the merits of each case allow settlement of such disputed bills for six consecutive billing cycles i.e., the latest disputed bill and preceding five bills, if disputed and unpaid.
  5. The above mentioned relief shall be allowed to the customer, if the customer (Home & Business) simultaneously chooses a  Broadband  Plan at least Start up 250 or any other higher Plan (in terms of FMC). A Home user can choose only Home Plan and the Business user has to choose a suitable Business/General Plan. Both the category of customers have to commit to remain in the  Broadband  Plan so chosen for a period of twelve months after the aforesaid settlement, by payment of Eleven months FMC as Annual Payment in advance.
Option - II (Applicable to all BSNL customers of Home & Business)
Under this option the customer can settle his disputed bill/s as follows:
  1. The customers may choose any limited usage Broadband Plan of higher FMC. The customer’s disputed bills under the earlier plan may be settled as per the chosen BSNL New Limited Usage Plan. In case the free usage in the chosen plan is less than the total usage in each of the disputed bills, the remaining usage against each such bill may be settled as per the existing usage charges per MB prescribed in the chosen plan.
  2. The above Special Relief Scheme shall be applicable to customer only if the customer commits to remain in the chosen limited Plan for three months by payment of FMC for three months in advance, after the settlement of the disputed bill/s.
  3. The relief mentioned at (i) above under this option shall be applicable uniformly up to three consecutive bills only i.e., the latest disputed bills and two immediately preceding bills, in case these two preceding bills too are disputed and unpaid.
  4. Head of the SSA may, however, on the merits of each case allow settlement of such disputed bills for six consecutive billing cycles i.e., the latest disputed bill and preceding five bills, if disputed and unpaid.
Option - III (A) (Applicable to BSNL Home User only)
Customer can select any of the following Unlimited BSNL Home Plans to get corresponding rebate on the excess usage of his/her disputed bill/s.
    1. The relief mentioned at (i) above under this option shall be applicable uniformly up to three consecutive bills only i.e., the latest disputed bills and two immediately preceding bills, in case these two preceding bills too are disputed and unpaid.
    2. Head of the SSA may, however, on the merits of each case allow settlement of such disputed bills for six consecutive billing cycles i.e., the latest disputed bill and preceding five bills, if disputed and unpaid.
    3. The Special Relief SAMADHAAN Scheme shall be applicable to customer only if the customer commits to remain in the chosen plan either (i) for a period of six months after the aforesaid settlement, by paying six months FMC in advance or (ii) for a period of twelve months after the aforesaid settlement, by payment of Eleven months FMC as Annual payment in advance.
    Option-III (B) (Applicable to any BSNL General User)
    Customer can select any of the following Unlimited BSNL Broadband Plans to get corresponding rebate on the excess usage of his/her disputed bills.
    1. The plan selected by the customer under this option should be of same/higher FMC than the plan availed by the customer in exiting disputed bill.
    2. The Special Relief Scheme mentioned at (i) above under this option shall be applicable uniformly up to three consecutive bills only i.e., the latest disputed bills and two immediately preceding bills, in case these two preceding bills too are disputed and unpaid.
    3. Head of the SSA may, however, on the merits of each case allow settlement of such disputed bills for six consecutive billing cycles i.e., the latest disputed bill and preceding five bills, if disputed and unpaid.
    4. The above relief shall be applicable to customer only if the customer commits to remain in the chosen plan either (i) for a period of six months after the aforesaid settlement, by paying six months FMC in advance or (ii) for a period of twelve months after the aforesaid settlement, by payment of Eleven months FMC as Annual payment in advance.
      Option-IV (Applicable to all BSNL customers) 
      1. In case where the customer does not want to give any commitment for the future, he may be given the option to settle his disputed bills by allowing him to pay excess usage as follows: 
      a) Payment for FMC as per earlier plan 
      b) Payment of excess usage beyond free limit shall be @ 
      • Rs.1000/- up to first 5 GB 
      • Rs.200/- per GB for every additional GB or part thereof beyond 5 GB up to 10 GB 
      • Rs.100/- per GB for every additional GB or part thereof beyond 10 GB
      2. The customer can avail any plan thereafter.
      3. The relief mentioned at (i) above under this option shall be applicable uniformly up to three consecutive bills only i.e., the latest disputed bills and two immediately preceding bills, in case these two preceding bills too are disputed and unpaid. 

      Other Terms and Conditions
      1. A customer can avail any of the options in the above mentioned scheme only once in lifetime on a particular connection. 
      2. Plan chosen under relief scheme shall be applicable only for all the disputed bills and the future committed period. No past undisputed bill shall be settled through this scheme. 
      3. Any hitherto regretted case & disconnected for non-payment, which could have been settled on the basis of options of this concession scheme may also be considered for settlement under the scheme, if the customer makes an appeal. 
      4. In case a customer is already disconnected and wants to avail any of the options of the above scheme, he shall not be charged any reconnection/installation fee and Fixed monthly charges for the intervening period i.e., from the date of disconnection of  Broadband connection up to the date of reconnection. 
      5. Disconnected Broadband connections under the scheme shall be reconnected on customer's request after receipt of payment through different settlement options indicated above through Special Relief SAMADHAAN Scheme and clearance of outstanding bills against related landline connection. 
      6. The bills relating to BSNL landline connection, outstanding if any shall be paid by the customer as required under existing instructions for restoration of disconnected b-fone connections. 
      7. The customer should be asked to give his Cell Phone number on which usage alerts can be sent in future, and he may also be advised to keep a check on his usage on BSNL Broadband Data Usage Selfcare Portal.
      This Special Relief Scheme “SAMADHAAN” will help the existing and ex-customers of Broadband services of BSNL for settlement of disputes in Broadband usage bills.

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