133. Tripurization: Part II

Border was one of the most frequently talked topics during my stay in Tripura. Maybe, people around me understood that I was fascinated by the fact of their life – with which they have learnt to co-exist, rather peacefully now. I did not meet old people who might have memories of at least 1971 (leave apart 1947); if that opportunity had been there, I might have experienced something different. These are all ifs and buts! What I experienced is still worth remembering and worth sharing.

When I was six year child, I had my first experience of ‘border’ which I still remember. We were traveling by a bullock-cart to the neighboring village for some religious function. I was looking forward to some kind of demarcation separating the two villages. To my utter disappointment, there was no border as such... the land continued, the people were of the same type, the animals were the same kind of animals, and the trees were no different. I was expecting so much from the ‘border’ and was completely disillusioned. The disillusionment was so strong, that I still remember that evening and that moment.

Later I realized that there are no district borders, no state borders. In USA and Canada people were different but there was somehow no feeling of crossing the border then. Maybe that is because these countries are at such a distance, that I expected to find different things there and was not surprised with the change. However, here in Tripura, I was to re-live my childhood experience. In a way a sort of disillusionment and in a way standing face to face with reality!

On the first day, there was no range for BSNL cell phones. I took it as a normal situation. BSNL is certainly an enigma to me. In remote areas, BSNL always provides good range. Only in bigger cities it has a problem in providing satisfactory services. Maybe in remote areas BSNL does not have competitors, in urban areas it has. It seems that BSNL cannot handle competition or it has some subtle ways of accommodating its competitors!!

During lunch break, there was discussion about ‘no range’. People nowadays get so uncomfortable if they can’t send or receive SMS for couple of hours!! Then one local person explained, “Oh! The border is just half a kilometer away from this place, so there is no range!”

“Just half a kilometer?” I was indeed surprised.

“If you go to the top of this building, you will see Bangladesh” another person explained.

I actually planned to go to the top of the building (which was just a two storied building by the way) but once the meeting started, forgot all about it. Well, one forgets border when one is not directly affected by it, or when one in involved in something more interesting!

One evening we went to visit Kamala Sundaree temple at Kasabaa. The place is about 25 kilometers from Agartala. On the way, the scenic landscape mesmerized me. It is in fact a Kaalee temple situated on a hillock and has a huge lake at its base. The lake is called Kamalaa Saaagara and was excavated by Maharaja Dhanya Maanikya Bahaadura in the late 15th Century AD. It was evening time, and the place was peaceful. (See the third photograph in the earlier post) A train was passing by beyond the lake and my colleague told me, “Look, the train is going to Bangladesh”. A tiny light was seen on the other side of the lake – that too was from Bangladesh – I was told. I was amazed at that. And then the ‘Aarti’ started in the temple (by then I was wandering around the lake) and simultaneously the ‘Ajaan’ was heard from mosque in Bangladesh. An Aarti and an Ajaan at the same time, on the same piece of land, but divided into two countries - by the border!

While traveling to Hezamera, my car driver showed me ‘the border’ again. Here it was a huge fence cutting across the land. On the Bangladesh side were fields and on the India side were shops, houses, and a road running by. Though very peaceful I thought it to be so artificial.

While returning from Khowai, I received a SMS saying ‘Welcome to Bangladesh’. I had not entered into Bangladesh, but somehow I received this SMS. Does it mean land and space work in different ways? I wonder.

Another day, I was coming back to Agartala. Looking at the setting Sun, I realized that the Sun actually never sets in this village... it always sets in Bangladesh. That could be a tagline to attract tourists here!

Border no doubt is human-made ( I am tempted to use ‘man-made’ here!) concept. These were not the two separate lands just 64 years ago. It is an artificial line that divides people, land, water, sky, trees... emotions and lives. This side of the fence, you are an Indian and that side of fence; you are traitor if you are in Indian. This side, this is the law, other side is the other law though the crops, the food, the landscape is the same. Standing there I wished that all these borders vanish!!

After those moments at the border, I am glad that I am not accountable to the larger world; the masses – I am accountable to some but that is more of my choice. I can imagine the burden the leaders would have carried in the heart during Partition, during 1971 war. It is a difficult call to make. One can’t be Utopian (like me) when one has the responsibility of thousands and crores of lives, their present and their future. One has to take into consideration that if I am not ready to defend myself (and my country) others would mercilessly attack and kill my people. If the leaders were like me, they would have been blamed more than they are blamed today. We could always debate about ‘what could and should have been done then’ but whatever would have been done; this debate would have continued. I am sure of that.

Has the partition helped? Had the border made people happier- though not completely happy? Do they feel secure? Well, the people I met seemed not much bothered about the border. They have accepted it as a fact of life; they have learned to live with it.

Of course, there would be other people with other experiences, other opinions, other views. Unfortunately I could not meet them. So, my perception of border remains incomplete! It is incomplete not only due to my personal bias but also because of not meeting the representative strata of the communities, of the generations, of the history.

And the border continues. There are many more borders around. It is not the border with Bangladesh alone. Within the country, within the state and within the community there are more borders that need to be destroyed.

Take the example of caste! In a small state like Tripura there are as many as 34 notified scheduled castes (http://socialjustice.nic.in/sectorsc239.php) and as many as 19 notified scheduled tribes (http://tribal.nic.in/writereaddata/mainlinkFile/File1067.pdf)! Why such a tiny population is divided into so many categories? Is it not a kind of border that too is artificially created by us?

Take another example of women’s status. I was happy to see women traffic police and women on petrol pumps. However I noticed one very young girl maybe 14 or 15 in a Saree. First I thought that it must be school function or some religious day. Then while traveling to many villages, I saw many more such young girls in Saree. When asked about it, I was told that in the government schools Saree is mandatory for girls after 9^th standard. Is it not an artificially created border between 21^st century and 20^th century? Can’t we leave the choice to people about clothes? Why government wants to rule young girls in this way?

I met two women who receive monthly salary of Rs. 1700/- ; they work in the organized sector. I felt ashamed while talking to them, because I earn much more than what they earn! The amount of work we are putting in would be in the same range though. Is it not another kind of artificially created border which differentiates physical work and intellectual work in such an exploitative manner?

Well, there are borders and borders around! All of them, rather most of them are created by human beings. We respect them, nay, we adore them! We feel that limits set by borders are to be strictly followed; anybody crossing the border is treated as a traitor!

Can’t we change that? Should not we change that?

If we can destroy the borders within the community, within a state, within a country ... then international borders would cease to exist. At least they won’t matter much, they won’t be frightening, they won’t hurt and they won’t make people more violent in the name of patriotism.

As I said earlier, for me the process of Tripurization has just begun. To be in Tripura, I do not have to be physically in Tripura! I can close my eyes and remember the beautiful landscape, the rain, the peace, the coconut and beetle-nut trees, the people, and I am in Tripura.

For me, the process of Tripurization means a lot more than just being in Tripura. It means opening of a new window; it means seeing reality with new perspective; it means understanding our own flaws; it means the art of differentiating between good and not so good; and it also means the determined courage to make a change!

115. Benefit of Doubt

“What is your name?” he asks.

I am little reluctant to answer that question.

Not that it is an uncommon question. I am not shy about disclosing my name.

But here I am – pressing my cell phone buttons to make a call and it is transferred to someone else. I think it is a cross-connection. But no, the unknown man claims to be from the office of Telecom Service Provider. He tells me that a process of ‘Customer Verification’ is on. Until I verify my identity, all my outgoing calls will be automatically transferred to him. In short, I have no alternative but to answer his queries.

I do not like such ‘no alternative’ situations. That tempts me to search for alternatives.

Somehow, I tell him my name.

“Tell your full name”, the man shouts from the other end.

I hesitate for a moment and then tell that too.

“Are you married?” he asks next question.

Now I feel that the person at the other end, whosoever he may be, is crossing the limits.

Question about marriage is not uncommon. If you permit me a little exaggeration, I would say that I have answered this question at least one crore times! Generally people like to ask these questions about family, education, marriage, children, job, even salary – and they don’t feel comfortable until those are answered. I don't ask such questions unless the situation demands, but accept when others ask it. I have been interacting with rural and tribal communities for more than two decades. I have to answer this question almost every day as I keep on meeting strangers. I believe in egalitarian approach and hence I accept that people have every right to ask me questions – any question they want to ask. Asking questions to others is my job: and not answering those would be authoritative. I generally trust people and don’t mind sharing ideas, thoughts, feelings, and facts of life with them. At certain times, with certain persons if I am not comfortable answering questions, I generally tell people that. I say, “Would you mind if I don’t answer this?” And every time I have said this, people have accepted my answer with smile and sensitivity.

However, answering questions face to face is different – here it was on the phone.

Answering questions of those with whom I spend some time is different – here it was not the case.

Answering questions when I too have liberty to ask questions is something different – here it was one way, which I completely dislike.

I decide it is time to be assertive.

“Sorry Mister, I don’t think this question is necessary for customer verification”, I try not to be rude, but certainly I am not polite.

“I have no means to verify that you really are from the Telecom Service Provider, so, I won’t share this information with you,” I add.

I continue, “Even if you are from the Telecom Service Provider, you can’t ask for such personal information”.

“Then I have to deactivate your connection,” the man is adamant enough to irritate me.

“You cannot deactivate my connection without a cause and without a prior notice,” now I am getting angry.

“Either you answer this question or your phone will be deactivated,” the man threatens me.

I refuse to answer.

Next minute my cell phone is deactivated. Not only Outgoing calls but Incoming too.

It is 7.30 in the evening.

For last three years I have been using BSNL CellOne. I had no issues with BSNL; it actually provided me best range in the remote areas. BSNL roaming is not that costly. When I moved to Delhi, I found DOLPHIN (BSNL in Metro cities) had a very poor range. I was not able to receive calls properly – the voice always cracked. Due to lack of good range, communication was often disrupted and hence I opted for another service provider. I was wise enough to keep on BSNL connection too. That was about one and half month ago.

The Service Provider did not send and SMS/Mail to intimate that a process of Customer Verification was to take place. Instead of calling me, they just interrupted my outgoing call, which was irritating. In addition to that the tone of the person who spoke was not cordial. And the deactivation of the phone really tested my tolerance.

I contacted the dealer from whom I had purchased this new SIM, but he was not able to offer any help. I could not do much in the night.

When a system goes wrong, it is always tempting to curse the system. However, experience has taught me that a single insensitive, irresponsible, irregular, irrational, selfish, arrogant person can make the system appear wrong and brings out all the disadvantages of the system. But one has to distinguish between an individual and a system. If the System is wrong, I fight with it. However before taking such a step I ensure that I am not equating individual with system and vice versa.

Next morning, at about 10.40 I wrote a message to the Nodal Officer (thanks to JP, for such a great help! It is funny that we have met only once but are good friends through chatting and emails – thanks to internet!). I copied the message to Customer Care (which I got from their website) and one Senior Official whom I had met couple of times in professional meetings. I explained what exactly had happened, told them that “I fully understand the need of Customer Verification”, but expressed my disillusionment with the way they did it. I added, “I feel that you are treating me as a criminal for no apparent fault of mine.” I also gave them few suggestions about ‘how to make customer verification process customer friendly’. With that I provided my residential address and workplace information for verification.

I expected that they would take at least 24 hours to sort the problem out. I was not sure that just an email would trigger any process on their part. I was planning to follow it up on phone.

To my utter surprise, and the credit must be given to the Service Provider; within an hour I received response regretting “the inconvenience caused”. There were detail instructions about reactivating mobile at my end. I followed those instructions and the connection was reactivated.

One insensitive, immature person: the system goes wrong.

One sensitive, mature person: the system works well.

I have doubts though.

Is every complaint processed with this speed? Was this attention given to me as a ‘normal’ customer? Or was it because I am associated with some ‘important’ workplace? Was it because I copied to a very senior official – whose email id (and introduction) I just happened to have!

Will they stop asking such personal questions during Customer Verification process? Will they really improve their process? Will they be more sensitive and polite?

I don’t know.

I give them a ‘Benefit of Doubt’.

We all do this – time and again.

2010 brought too many scams; we give ‘Benefit of Doubt’ to 2011 – wishing all would be well.

In fact, the system of Democracy is all about ‘Benefit of Doubt’.

Sometimes your colleagues, neighbors, people you know, friends behave in an unexpected way and you give them ‘Benefit of Doubt’.

Sometimes you are different than what you were so far, and by bringing in logic, constructing logic to justify your behavior you give yourself ‘Benefit of Doubt’

If it creates happiness, satisfaction, trust, confidence; I would prefer to give (and have) ‘Benefit of Doubt’ rather than the cold logic of rules, regulations, systems, norms and tradition.

84. Good Around

I am at the office of Bharat Sanchar Nigam Limited. It is 1.45 in the afternoon. I have a dial up internet connection at home and for months I have wanted to get Broad Band Connection. I access BSNL site and the online application facility seems to be dysfunctional. So, I have no alternative but to physically visit their office. So, I am in the BSNL office.


“It is lunch time”, the moment I park my two wheeler, the security person declares. “Oh! I thought the lunch time is from 1.00 to 1.30”, I say. It is of no use saying ‘I think’ in such moments, but by habit I say so and feel sheepish the next moment. The security man smiles understandingly and does not comment.

“What do you want madam?” another man appears at the entrance. I tell him that I want an application form for Broad Band Connection. “Go to the ground floor right hand door,” he orders me. “But it is lunch time?” I try not to show any hope. The man says, “They are still to start their lunch. Tell them I asked you to go there if someone asks,” he adds. I do not know who this man is and whether the people inside would take this argument – many people might be using it everyday. “That much we need to do for customers”, the man is telling to the security person as I walk in.

There is certainly a door at the right side of the ground floor. It is closed. I open it partially and see three women and one man working inside. The room is full of huge machinery – about which I do not understand anything at all. “Sorry, I know it is lunch time. But I was told to meet you, can I come inside?” I ask politely.

To my surprise everyone is smiling. This is a welcome change – otherwise at government offices they constantly make you feel guilty without cause.

“Madam, please have this,” the only man in the room offers me a glass of sugarcane juice. I am surprised. This is totally unexpected offer. I was expecting a bark, a shout and instead I am getting an offer of chilled sugarcane juice. I try to refuse it politely. “Oh! No! Thanks, I just had an ice-cream,” I share information which is absolutely not necessary. I tend to share unnecessary information (when I am not writing blog ) when I am caught off guard. Then I see that everyone has a sugarcane juice glass. It is 42 degree Celsius outside; naturally everyone wants some cool fresh drink.

I smile and ask whether they are celebrating something. Now it is their turn to smile. One of the staff members has offered the juice to all his team, for no apparent cause. So, everybody is in a good mood. Then we discuss trivialities till I wait to finish them their juice.

I ask for Broad Band Application form. It is available upstairs. I go there and find the window and the room empty. This group must be taking lunch. The official lunch time is from 1.30 to 2.00. That means I will have to wait for another ten to fifteen minutes. I decide to come again as I have to catch up with some other work.

The woman from the ground floor has come to the first floor. I tell her that I plan to come again next week. She says, “Don’t go. I realized that this group has gone for lunch. Wait a second and I will give you the required form.” She gives me the form and with me she climbs down for her lunch.

For me this was one more amazing experience. If people who know me behave well with me, there is no surprise, because there is always a prior experience and expectation. It is sort of give and take – if someone helps me, I am supposed to help when my turn comes. If I don’t help, the other person would not help me next time.

But I am always amazed when strangers help. Yes, to provide forms to customers is the duty of the BSNL staff. But during lunch hour? But when that is not one’s duty and somebody else’s? And to take extra efforts for that? And to not shout but offer sugarcane juice when someone intrudes during lunch hour? Oh! Times Change and BSNL too is changing!!

I still smile when I remember that episode.

Sometimes I meet egoistic, power hungry, immature, non-cooperative people. I have my share of ugliness in life. However I can take that smilingly, because I have such BSNL type of experiences too.

After all it is my choice to allow certain experiences to shape my life and my attitude. I feel lucky that I meet so many good people everyday around that even if I want, I can’t be bitter about life. Along with cruelty, wickedness, selfishness, there is lot of good around. What is needed is to see it, enjoy it and reciprocate it!

24. Add On

During lunch hour yesterday, the Postman came to my workplace in search of me. He had an envelope in his hand. ‘You never meet at home’, he complained... it was more of an icebreaker (should we use this term in the context of looming global warming?) than a complaint. “Oh, you can always hand it over the parcels to my neighbors”, I tried to clarify. He did not pay any attention to my statement.

It was an envelope from BSNL (Bharat Sanchar Nigam Limited – telephone service provider under control of Government of India.). I pay my telephone bills (both landline and mobile) through ECS (Electronic Clearing System) – I get the bill every month and the amount is directly paid through my bank account. Therefore, I was wondering what this envelop might contain.

To my surprise, there was a letter with a SIM card. This ‘Add on’ SIM is free and there will be no monthly fixed charges. The letter explains briefly the benefits of this ‘Absolutely Free’ facility. The BSNL has spent millions of rupees on dispatch of these SIM cards to its customers.

The problem is I do not need any additional SIM, nor did I ever ask for it. Why the BSNL just could not check it with me in advance? They keep on sending me innumerable SMS regarding this ring tone, that song and that scheme. Why nobody at BSNL thought of confirming the need before spending? After all its public money, they are spending and so they need not bother about such simple aspects of work.

BSNL is not completely at fault though. In the consumerist atmosphere, hardly anybody says ‘no’ to free things. People keep on collecting unwanted things just because they get it free – that only means they do not have to pay direct costs. Why one should keep ‘adding on’ things in life at the wish of others – is the aspect, which I have hardly ever understood.

Normally, I would go to BSNL office and return the SIM card. However, I know, there would be complicated procedure. The idea again is ‘keeping the SIM should be easier’ (saving time, money, energy, mental peace…..) than ‘rejecting this ‘add on’ SIM facility’. This is ridiculous. This may be aggressive marketing but it is irritating enough.

I am neither going to follow BSNL nor will I try to ‘teach them how to work better’. I have decided not to add on anything in life just because some service provider wrongly anticipated my needs. I will add on things if I wish, no one can compel me to do so. Definitely, impersonal entity like BSNL cannot add on!

Not, when I do not wish.