The efficiency of a telecom system is judged by the Public not only by the speed and the accuracy with which a call is connected, but equally by the quality of service in attending to other… like this
i. Provision of new lines and the appropriate time for provision of the same in various exchange areas
ii. Prospect of shift, delay in shift and target for shift,
iii. Transfer of telephones to different name/firms
iv. Provision of accessories including PABXs, PBXs and delay in acquiring these facilities etc.
v. Complaints regarding hindrance by post and wires
vi. Regarding non-payment, excess billing, disconnection, and re-connection and safe custody cases.
vii. Temporary lines and casual connections
viii. Provision of plug &socket, long cord, colored or special instrument and Provision of extension.
ix. Regarding un-authorized use of telephone, un-authorized shifts and un-authorized attachment etc.
x. Obnoxious call complaints
xi. Opening of PCOs
xii. Delay in putting through local call and trunk calls
xiii. Delay and misbehavior at local inquiry, trunk inquiry, overseas inquiry, local assistance, trunk assistance and special information etc.
xiv. Maintenance of local telephone lines, telex lines, telephones and teleprinters etc
The Public Relations policies need, therefore be enunciated in respect of above problems. At present Public Relations of the telephone services are limited to attending to individual complaints. Even in telephone districts the efforts have been scanty to communicate the subscribers at mess level e.g. the correct way of handling instruments, use of special services and trunk services. On the one hand the operative and line staff have to be suitably educated about their services, etc. and on the other the Public have to be advised about the proper use of telecom services as they also contribute not in small way to malaise in service-they should be briefed that they should not tap too often the hooks, etc. these have so far remained in the telephone directories without being noticed by what to say of persuading the subscribers. STANDARD and NTD billing will need to be extensively publicized.