The minister has asked BSNL and other concerns to use the social media, following which it held a workshop for officers in-charge of public grievance redressal in each telecom circle.

On top of that, BSNL has appointed an agency to look into issues raised by subscribers on social media sites. When contacted, BSNL CMD Anupam Shrivastava confirmed that the complaint monitoring mechanism on social media is already up and running.

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"We have started training our officers to handle complaint on social media following the minister flagging the issue. Whenever we get complaint on our Facebook page, we forward it to the customer care department, which then reaches out to the aggrieved customer," he added.

"BSNL reported operating profit after a long time and within 18 months of the new government coming to power. This is a sign of improvement in services." As part of its efforts to step up, BSNL has outsourced its call centre activity to a leading agency that handles similar assignments for leading telecom operators.

"Since we are deploying new equipment, our capacity to handle more customers is increasing. That is why we launched free night calling service as we can handle large traffic now. We have most widespread network in the country which we are rapidly improving," Shrivastava said.

According to Trai rules, consumers can register their complaints by calling up the customer care or shooting off an e-mail to the telecom operator.