This is one of the most mismanaged and underutilized assets of GOI. It has a huge potential to be the No.1 service provider in the sector. But due to the severe callousness and apathy of its aged & arrogant employees, it is counted as the last and least important by the stakeholders. I have the worst ever experience about the Sus Road (NIV) exchange, where I reside and have a LL & BB connections since last 15 years. They simply don't care to attend the calls in a polite manner, forget about taking up the complaints in the right spirit. Not only this, they even expressed their annoyance to me several times when called up to enquire about the status of complaints. This applies to both, the operator as well as the linesman.