CONSUMER GRIEVANCES REDRESSAL MECHANISM

Bsnl civil wing is engaged in providing and maintaining infrastructure of BSNL. Over the years organization has evolved a systematic procedure to reduce consumer grievances. The following procedures help to reduce the grievances of the occupied persons in telephone exchanges, administrative buildings, training centres, hostels attached to training centres and residential quarters.

Customer feedback form

The completed buildings/ works are physically checked by S.D.E.(c) / E.E.(C)/SE(C) before finally handed over to the customer i.e. BSNL. The customer also can indicate defects, if any, noticed at the time of handing over . It is also ensured that all issues raised by the consumer during the various Coordination/Review Meetings conducted during various stages of execution are attended to the satisfaction of the customer. a feedback is obtained during handing over of the building in the customer feedback form . A review of all aspects is carried out by the top management so that the level of customer satisfaction is enhanced.

Routine maintenance
Complaint Registers are kept at telephone exchanges, administrative buildings, BSNL Training centres, hostels attached to training centres and residential quarters. These register are periodically inspected by concerned JTO(C)s and complaints are attended without delay. Day to day repairs such as removing chock age of drainage pipes, manholes, and restoration of water supply comes under this category. Annual contractors are engaged for this maintenance to avoid any delay in attending problems. PERIODIC MAINTENANCE (Annual maintenance)

To maintain the aesthetics of buildings and to preserve their life periodical maintenance like white washing, painting etc. are undertaken through system of contracts. The periodicity of these works has been clearly laid out in manuals. These works helps to reduce the grievances of the occupied persons.

Special maintenance
As the building ages there is deterioration to various parts of the building and services and become necessary to restore it back to its original conditions to the extent possible. The types of work under this are retrofitting, replacement of water and sanitary fittings etc and these are done through contractors.

Organizations contribution to the society SOCIAL AND ENVIRONMENTAL CONTRIBUTION OF KERALA BSNL CIVIL WING

RAIN HARVSTING
Addition of built up area naturally reduces the earths recharge potential. BSNL training centres provides various training programme on rainwater harvesting. Engineers in civil wing and architects in architectural wing of BSNL from different parts of country attend these workshops. participants are given an introduction to the basics principles, planning and design aspects of rainwater harvesting. Innovation rain water harvesting system was designed and implemented at various buildings in BSNL . Rain water tank was built to collect all the drained water from terraces of buildings by gravity flow . This water is filtered and used for

miscellaneous purposes . Ajmost all big BSNL buildings are provided with rain water harvesting facility in kerala.

BIO- GAS PLANT

Waste disposal was posing a great challenge to hostels of training institutes i.e. RTTC and CTTC hostels. An innovative scheme to tackle the huge volume of waste generated in campus of the order of 500kg per day was put in place by way of 25Cum capacity biogas plant each at RTTC and CTTC hostels. With this the waste is disposed off most efficiently and economically simultaneously generating bio-gas for cooking purpose in the hostel mess. This eco friendly system has four distinct advantageous. 1. Waste disposal became easier and faster. 2. Campus became cleaner and healthier . 3. Bio-gas generated has reduced the hostel messs LPG demand at half cylinder per each day at each location. 4. The end product after the extraction of bio-gas is used as good organic manure for garden plant and herbal garden in the campus.

GREEN BUILDINGS (Eco Friendly buildings )

A green building is one which uses less water, optimizes energy efficiency, conserves natural resources,generate less waste and provides healthier spaces for occupants, as compared to a conventional building. BSNL civil wing is engaged in building energy conserving buildings. Most of the buildings constructed nowadays are based on green building principles .

ENERGY CONSERVATION

Several efforts have been done by civil and electrical wings of BSNL in conserving energy . Bio- gas plants are one among them. Solar water heater has been provided in the hostels to save precious electricity. All incandescent lamps have been replaced by CFL lamps. Due to all these efforts the organization had won the energy conservation award from the energy Conservation Council of India for the year 2008.