Section 15 in The Quality Of Service Of Broadband Service Regulations, 2006
15. This parameter was not proposed in the Consultation Paper. But considering the fact that complaints/ service requests are normally made over on telephone, it is necessary to measure the effectiveness of the customer care helpline numbers. Only voice to voice calls to the customer care helpline/call centre/help desk numbers are included in the regulation and this does not mean IVR response from the customer care centre of the service provider.
