Please refer to my attached email to you dated 18/02/2014 wherein I had referred to the 2 telephonic calls from MTNL, each stating that the instrument does not belong to MTNL and that the instrument has been installed by us and even the wiring has been done by us of our own accord, as per MTNL records. The executive from MTNL further stated that they are in serious shortage of landline instruments and we should consider purchasing our own instrument. Your attached reply “DOTEL -04460.pdf” reiterates the same statement.

Nothing could be further from the truth. The instrument is the property of MTNL and whenever in the past, we have complained about instrument fault, the lineman used to visit the premises, check the instrument and replace the same with another used instrument, in case found faulty. The MTNL website also contains a provision for making complaint, in case the instrument is faulty. If the instrument were to be property of the customer, how should MTNL be concerned as to whether it is faulty or functional?

Meanwhile, as per your attached reply “DOTEL -04460.pdf”, my father has confirmed having received an application form from the lineman, the contents of which I am unaware. I will go through the same and revert. Please however, do acknowledge the following fact and reply to the same

· The existing landline instrument at my residence is not my own instrument as stated in your letter, but the one installed by MTNL

· The internal wiring has been done by the lineman and not by us of our own accord

· Whenever in the past, there was any problem with the instrument, I have called MTNL on 28772198 / 198 or filed a complaint online and the lineman visited our residence and replaced the instrument with another used MTNL instrument, if found faulty

· Please revert with regards to how the docket no. 8398 has been stated as resolved in your system, when the complaint has in fact not been resolved.

· What option would a layman have had in such a situation, when none of your officials were providing any resolution or providing any escalation mechanism. I had to scour through the internet and then extract the relevant e-mail ids to escalate the matter.

· What does the application form pertain to and why do I need to make an application for a new instrument, when the existing instrument belongs to MTNL and has been acknowledged as faulty by MTNL lineman and it has also been acknowledged that there is severe shortage of such landline instruments at MTNL’s end and the tendering process is in a stalemate as acknowledge by Mr. Pereira. All these are inefficiencies / bottlenecks at the service provider, viz; MNTL’s end. Why should I, the customer, be made to pay for the same? Metaphorically speaking, hope this does not involve any further payment to be made by me.

Please revert ASAP.