[Cites 0, Cited by 0]
[Section 3]
[Entire Act]
Union of India - Subsection
Section 3(1) in Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009
| 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 |