Legal Document View

Unlock Advanced Research with PRISMAI

Integrated with over 4 crore judgments and laws — designed for legal practitioners, researchers, students and institutions

- Know your Kanoon - Doc Gen Hub - Counter Argument - Case Predict AI - Talk with IK Doc - ...
Upgrade to Premium
[Cites 0, Cited by 0] [Entire Act]

Union of India - Section

Section 4 in Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005

4. Quality of Service (QoS) Parameters.

- The service provider is required to meet the quality of service parameters as laid down below :-
(i)For Basic Service (wire line) -
Sl. No. Parameters Benchmarks Averaged over a period of
1. Provision of a telephone after registration of demand 100%cases in <7 days, subject to technical feasibility One quarter
2. Fault incidences (No. of faults/100 subscribers /month) By 31st March 2007: <5 and By 31st March 2008: <3 One quarter
3. Fault repair by next working day By next working day: >90% and within 3 days: 100%. One month
    Rent Rebate  
  (a) Faults pending for >3 days and <7 days:  
  (b) Rent rebate for 7 days.  
  (c) Faults pending for >7 days and <15 days:  
  (d) Rent rebate for 15 days  
  (e) Faults pending for >15 days: rent rebate for 1 month  
4. Mean Time To Repair (MTTR) <8 Hrs One month
5. Grade of Service (a) Junction between local exchanges - 0.002  
    (b) Outgoing junctions from TAX to local exchange - 0.005  
    (c) Incoming junctions from local exchange to TAX - 0.005  
    (d) Incoming or out going junctions between TAX's 0.005  
    (e) Switching network should be non-blocking or should have extremely low blocking probability  
6. Call Completion Rate within a local network Should be better than >55%  
7. Metering and billing credibility Not more than 0.1% of bills issued should be disputed over a billing cycle One Billing Cycle
8. Customer Care (Promptness in attending to customers requests) 95% of requests    
  - Shifts < 3 days One month
  -Closures <24 Hrs. One month
  -Additional Facility <24 Hrs. One month
9. Response Time to the customer for assistance (i) %age of calls answered (electronically): One month
    within 20 seconds = 80%  
    within 40 seconds = 95%  
    (ii) %age of calls answered by operator(voice to voice):  
    within 60 seconds = 80%  
    within 90 seconds = 95%  
10. Time taken for refund of deposits after closures 100%within 60 days. One Quarter
11. Customer perception of services    
(i) %satisfied with the provision of service >95  
(ii) %satisfied with the billing performance >90  
(iii) %satisfied with help services >90  
(iv) %satisfied with network performance, reliability and availability >95  
(v) %satisfied with maintainability >95  
(vi) Overall customer satisfaction >95  
(vii) Customer satisfaction with offered supplementary services % satisfied >95  
(ii)For Basic Service (Wireless) and Cellular Mobile Telephone Service:
Sl. No. Parameters Benchmarks Averaged over a period of
A. Network Performance
(i) Accumulated down time of Community Isolation <24 hours One quarter
(ii) Call set-up Success Rate (within licensees own network) >95% One quarter
(iii Service Access Delay Between 9 to 20 seconds depending upon number of paging attempts (Average of 100 calls=< 15 sec) One quarter
(iv) Blocked Call Rate (i) SDCCH Congestion < 1 % One Month
    (ii)TCH Congestion < 2 %  
(v) Call Drop Rate <3% One quarter
(vi) Percentage of connections with good voice quality >95% One quarter
(vii) Service Coverage In door>= -75 dBm  
    In-vehicle>= -85 dBm  
    Out door in city >= -95 dBm  
(viii) POI Congestion <0.5% One Quarter
B. Customer Help Lines:
(i) Response time to the customer for assistance (i) %age of calls answered (electronically) : One month
    within 20 seconds = 80%  
    within 40 seconds = 95%  
    (ii) %age of calls answered by operator (voice to voice):  
    Within 60 seconds = 80%  
    Within 90 seconds = 95%  
C. Billing Complaints
(i) Billing complaints per 100 bills issued <0.1% One quarter
(ii) % of billing complaints resolved within 4 weeks 100% One quarter
(iii) Period of all refunds / payments due to customers from the date of resolution of complaints as in (ii) above < 4 weeks One quarter
D. Customer perception of service
(i) %satisfied with the provision of service >95  
(ii) %satisfied with the billing performance >90  
(iii) %satisfied with help services >90  
(iv) %satisfied with network performance, reliability and availability >95  
(v) %satisfied with maintainability >95  
(vi) Overall customer satisfaction >95  
(vii) Customer satisfaction with offered supplementary services % satisfied >95