[Cites 0, Cited by 0]
[Entire Act]
Union of India - Section
Section 3 in Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009
3. Quality of Service Parameters in respect of which compliance reports are to be submitted to the Authority.
| Serial Number | Name of Parameter | Benchmark | Averaged over a period |
| (i) | Fault incidences (No. of faults/100 subscribers /month) | [≤ 7] [Substituted '≤ 5' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | One Quarter |
| (ii) | Fault repair by next working day | For urban areas:[By next working day: ≥ 85% and within five days: 100%.] [Substituted 'by next working day ≥90% and within 3 days: 100%' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).]For rural and hilly areas:[By next working day: ≥ 75% and within 7 days: 100%.] [Substituted 'by next working day ≥ 90% and within 5days : 100%' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).]Rent RebateFaults pending for >3 days and ≤7 days: Rent rebate for 7 days.Faults pending for >7 days and ≤15 days: Rent rebate for 15 days.Faults pending for >15 days: rent rebate for one month. | One Quarter |
| (iii) | Mean Time To Repair (MTTR) | [≤ 10 Hrs] [Substituted '8hrs' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | One Quarter |
| (iv) | (a) Call Completion Rate within a local network shall be better than or, | ≥ 55% | One Quarter |
| (b) Answer to Seizure Ratio (ASR) | ≥ 75 % | One Quarter | |
| (v) | Point of Interconnection (POI) Congestion (on individual POI) | ≤ 0.5% | One month |
| (vi) | Metering and billing credibility - post paid | Not more than 0.1% of bills issued should be disputed over a billing cycle | One Billing Cycle |
| (vii) | Metering and billing credibility -- pre-paid | Not more than 1 complaint per 1000 customers, i.e., 0.1% complaints for metering,charging, credit, and validity | One Quarter |
| (viii) | Resolution of billing/ charging complaints | [≥ 98 % within 4 weeks and 100% within six weeks] [Substituted '100% within 4 weeks' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | One Quarter |
| (ix) | [***] [Deleted 'Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | [***] [Deleted 'within 1 week of resolution of complaint' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | [***] [Deleted 'One Quarter' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] |
| (x) | Response Time to the customer for assistance | ||
| (a) Accessibility of call centre/ customer care | ≥ 95% | One Quarter | |
| (b)Percentage of calls answered by the operators (voice to voice) within[ninety seconds] [Substituted '60 seconds' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | [≥ 95%] [Substituted '≥ 90%' by Notification No. F. No. 305-01/2014-QOS., dated 21.8.2014 (w.e.f. 20.3.2009).] | One Quarter | |
| (xi) | Termination/closure of service | ≤ 7 days | One Quarter |
| (xii) | Time taken for refund of deposits after closures | 100% within 60 days | One Quarter |