One ordinary directory entry is free for every subscriber. Additional entries and bold entries cost extra. For many years the charges were a modest Rs 20 for such entries. When the Directory publication was given on contract, the contractor jacked up the rates to Rs 500, and more in some cases. Subscribers were not informed of this specifically, but a routine circular letter of the General Manager sent to subscribers briefly mentioned an increase. Many subscribers were taken by surprise when huge directory charges were added to usual phone bills after several months. There was a public furore and a general assurance was given that bills of those who did not ask for such entries would be withheld. Subsequently, the contractor could not keep up his terms ofpayment and owed monies to MTNL. In order to recover the same, MTNL sent notices to unwary subscribers, in order to adjust their payments towards the contractor's liabilities! Subscribers should note that MTNL or DOT has no authority to cut off lines for collections sought to be made on behalf of a third party. A letter should be sent to the Chief General Manager, Contract Officer, and Divisional Engineer and Accounts Officer of the Exchange that any disconnection on account of such disputed or irrelevant bills will be illegal, and compensation will be claimed in consumer court from MTNL and also all these officials if there is any illegal disconnection.

Q: I wait patiently in the queue for a bus. It comes jampacked, does not halt at the stop, but some 50 yards ahead. Some people get down, and a few smartalecs who are in league with drivers and conductors get into the bus. The law abiding passenger is left behind!''
Dinesh Kapadia, UDCT, Matunga

Public transport is a stage or contract carriage.If it is a stage carriage for passengers, then it has to halt only at designated stops (hence it is called a stage carriage). Operation at any ad hoc stop is illegal.

Law-abiding citizens have a powerful weapon: note the date, time, bus number and place. Write a factual letter of the violation of stage carrier rule to the Regional Transport Officer. He will investigate and fine the operator. If hundreds of passengers, particularly students, housewives, retired persons who suffer the most complain, such anti-passenger practices will stop.

Q: I had invested in a regular income scheme of UTI. Once when I found several months after the due date that the interest was not received, I checked and found that UTI had sent the amount through Electronic Mail Clearing to my bank account, though I do not recollect having authorised UTI to do so. The bank had, in the meantime, changed my account number without intimation, and the interest was credited to the wrong account! Only when I investigated the matter, itwas rectified. In the meantime, I lost interest for the intervening period, in addition to the unnecessary running around and expenses I was put to.
Vaidyana Pawar, Dahisar

The Electronic Clearing was initiated by Reserve Bank of India with the objective of helping the public, and also preventing fraudulent encashment of cheques stolen in transit. Unfortunately, Indian banking has not come to levels of efficiency to operate this system in public interest. Some banks were also illegally charging collection charges, though RBI had specifically prohibited it. When the All-India Bank Depositors' Association took up the matter with UTI, banks were compelled to desist from this illegal levy.In the present case, if UTI did not get any instructions about direct credit through Electronic Clearing, it has erred. The bank is at fault in changing account number without informing the depositor. It is a violation of the contract with the bank and a serious deficiency in service. The depositor should send a letterto the bank asking for compensation of lost interest, and a reasonable sum towards the expenses involved in setting things right. If it is not paid, a case should be filed in a consumer court. Though it may take some time, such consumer action by thousands of consumers will alert the banks to be more careful about other accounts.

Q: Does it serve any purpose complaining in our country, especially when one is pitted against the interest of VIP and VVIPs?
Madhu Vashisht, Marine Lines

This approach is wrong. Those who fight a battle for their rights have a chance of success. Others lose a battle without fighting it. To illustrate: a passenger had booked his scooter by luggage van of Railways. Half an hour before departure, he found that it was not loaded, and on inquiry was told that a VVIP's luggage would occupy the entire space, and his scooter will be sent by the next train! He approached the Station Master who personally ordered the loading, holding back part of VVIP's luggage (obviouslycarried at the cost of the Exchequer!). The Station Master said: ``So long as I am the Station Master, I would see to it that the Railways honour its commitment''. Consumers should learn to write a letter of appreciation and strengthen this public-orientation of the utilities.