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BSNL customer care and service is very poor compare to other telecom operator across the country. In view of this BSNL Competent authority has decided to improve quality of service and customer care as well market share in India.

State run Telecom Company Bharat Sanchar Nigam Limited (BSNL) taking various measures to compete with Private Telecom players in India like improving quality of service and customers care for giving instant solutions to the customers grievances.


As part of this BSNL employees took pledge to serve all customers with a slogan know as ‘Service with a Smile (SWAS)’ to resolve any service related issues as early as possible or redirecting higher authorities for pending grievances/issues.


This new Slogan ‘SWAS’ was proposed by BSNL Unions like Bharatiya Telecom Employees Union (BMS) and Forum/associations to improve the quality of services and focus on customer related issues to increase BSNL revenue and customer base.


Anupam Srivastava, CMD of BSNL governed the oath to the employees at the CHQ office in New Delhi and the same pledge taken by in all Telecom Circle Office/Districts/Regional areas etc.


Speaking on this matter BSNL CMD said, ‘All employees pledge today to serve the customer with new motto i.e. ‘Service with a Smile’ (SWAS). The theme SWAS was missing till now in BSNL. Often people talk about network, equipment, OFC cable and other infrastructure but the quality of service we offer is what that matters a lot. When Government is celebrating the ‘Good Governance Week’, there cannot better theme for BSNL than to provide service with a smile to our all customers’.

The following steps to be taken by the BSNL employees under SWAS programme 


Improving customer care:
Special focus will be given to customer care and customer satisfaction. Special attention will be given to address the grievances of the customers related to billing, faults and all matters related to service.


Ensuring fault free service:  

Utmost care will be given to ensure customer satisfaction by providing a fault free service. Atleast 60% of the faults will be cleared on the same day.

Improving service of mobile services:  

All efforts will be taken to reduce the the downtime of Mobile Towers (BTSs) and thereby to improve the quality of mobile services.

Maintenance of fault free cable network: 

Special attention will be given for the maintenance of BSNL's copper cable network (landline network).

Further BSNL CMD added that, ‘This theme will be effective from 1st January, 2016 onwards and expiry date not fixed’.
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