**Executive Summary**
This document presents the Minister's response to an unstarred question in Lok Sabha (No. 2967), answered on December 17th, 2025, regarding BSNL network towers in Bhiwandi. It addresses the slow and unstable mobile and broadband services, steps taken for improvement, plans to increase network towers, effectiveness of grievance redressal, and complaint resolution details. There are no specific deadlines or action items outlined beyond ongoing efforts.
**Key Points / Main Content**
* **Service Issues and Improvement Measures:**
* BSNL services are occasionally affected by infrastructure-related damage to Optical Fiber Cables (OFC).
* BSNL is taking several measures to improve service availability, including creating OFC cable ring topology, installing MPLS-IP based Access and Aggregation Network (MAAN) systems, and provisioning additional battery banks and power plants.
* 2G/3G BTSs are being upgraded to enhance data speed and voice quality.
* **Network Tower Expansion and Upgrades:**
* Under the 4G Saturation Project, BSNL commissioned 50 sites in Bhiwandi.
* Under Phase IX.2 Project, BSNL upgraded 65 sites to 4G.
* **Grievance Redressal System:**
* BSNL's complaint and grievance redressal system operates through PGRMS, CPGRAMS, Call Centers, and Customer Service Centers (CSCs).
* The system aims to ensure quick and satisfactory resolution of complaints.
* BSNL received 59 complaints in Bhiwandi over the last three years, and all were attended to in a timely manner.
**Impact Analysis**
**Stakeholder: Residents of Bhiwandi**
* **Impact:** Experience improved mobile and broadband services through network upgrades and expansion, plus the timely resolution of complaints through the BSNL grievance redressal system.
* **Action Required:** Continue to utilize BSNL's grievance redressal mechanisms (PGRMS, CPGRAMS, Call Centers, and CSCs) for any service-related issues.
**Stakeholder: BSNL**
* **Impact:** BSNL is undertaking various infrastructure development projects and implementing measures to enhance service availability, data speed, voice quality, and customer satisfaction.
* **Action Required:** Continue implementing infrastructure projects, monitoring the effectiveness of the grievance redressal system, and addressing customer complaints promptly to improve service quality.
Key Entities Referenced
BSNL: Bharat Sanchar Nigam Limited, the telecom service provider in question.
Bhiwandi: The location that is the primary subject of the network quality issues.
4G Saturation Project: A BSNL project aimed at improving network coverage by commissioning 4G sites.
PGRMS(Public Grievance Redressal Management System): BSNL's system for addressing customer complaints and grievances.
Ministry of Communications: The governing ministry overseeing the operations of BSNL.
GOVERNMENT OF INDIA
MINISTRY OF COMMUNICATIONS
DEPARTMENT OF TELECOMMUNICATIONS
LOK SABHA
UNSTARRED QUESTION NO. 2967
ANSWERED ON 17TH DECEMBER, 2025
BSNL NETWORK TOWERS IN BHIWANDI
†2967. SHRI BALYA MAMA SURESH GOPINATH MHATRE:
Will the Minister of COMMUNICATIONS be pleased to state:
(a) whether the Government is aware that the mobile and broadband services of BSNL in the
Bhiwandi area are extremely slow and unstable;
(b) if so, the steps taken/being taken to improve the same;
(c) whether the Government proposes to increase the number of BSNL network towers in
Bhiwandi and if so, the details thereof;
(d) the extent to which BSNL’s customer service and grievance-redressal mechanism is effective
in Bhiwandi; and
(e) the details of the number of consumer complaints registered against BSNL from Bhiwandi
during the last three years and the time taken for their resolution?
ANSWER
MINISTER OF STATE FOR COMMUNICATIONS AND RURAL DEVELOPMENT
(DR. PEMMASANI CHANDRA SEKHAR)
(a) & (b) Due to several infrastructure related development activities, Optical Fiber Cables
(OFC) are occasionally damaged which affects BSNL services. To ensure availability of services,
BSNL is undertaking several measures, including creation of OFC cable ring topology for network
redundancy, installation of MPLS-IP based Access and Aggregation Network (MAAN) systems to
enhance data throughput, provisioning of additional battery banks and power plants to address power
outages, and upgradation of 2G/3G BTSs to improve data speed and voice quality.
(c) Under 4G Saturation Project, BSNL has commissioned 50 sites in Bhiwandi and under Phase
IX.2 Project, BSNL has upgraded 65 sites to 4G sites.
(d) & (e) BSNL’s complaint and grievance redressal system is operational through
PGRMS(Public Grievance Redressal Management System), CPGRAMS(Centralized Public
Grievance Redress and Monitoring System), Call Centres and Customer Service Centres (CSCs),
ensuring quick and satisfactory resolution. During the last three years, BSNL received a total of 59
complaints in Bhiwandi, all of which were attended in a timely manner.
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