Many of the people don't know about this or they just neglect it.
If you are facing any problems with any of the services provided by BSNL and you are not getting satisfactory response from the call center, then this is what you should look for:
CONSUMER GRIEVANCE REDRESSAL MECHANISM IN BSNL
Go through all the details mentioned there. At the end of that page, there's an option to locate the respective officers according to your state/area.