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[Cites 0, Cited by 0] [Section 5] [Entire Act]

Union of India - Subsection

Section 5(1) in Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009

(1)Every cellular mobile telephone service provider shall meet the following Quality of Service benchmarks for cellular mobile telephone service in respect of each specified parameter, namely:-
[Serial [Substituted by Notification No. F. No. 304-2/2016-QoS., dated 18.8.2017 (w.e.f. 20.3.2009).]Number Name of Parameter Benchmark Method and Assessment period
A Network Service Quality Parameters:
(i) Network Availability
  (a) Base Station Accumulated downtime (not available for service) ≤ 2% On average basis over a period of one quarter
  (b) Worst affected Base Station due to downtime ≤ 2% On average basis over a period of one quarter
(ii) Connection Establishment (Accessibility)
  (a) Call Set-up Success Rate and Session Establishment Success Rate for Circuit Switched Voice or VoLTE as applicable (within licensee's own network) ≥ 95% On average basis over a period of one quarter
  (b) SDCCH/ Paging Channel Congestion / RRC Congestion ≤ 1% On average basis over a period of one quarter
  (c) TCH, RAB and E-RAB Congestion ≤ 2% On average basis over a period of one quarter
(iii) Connection Maintenance (Retainability)
  (a) Network QoS DCR Spatial Distribution Measure [Network_QSD(90,90)] ≤ 2% On percentile basis over a period of one quarter
  (b) Network QoS DCR Temporal Distribution Measure [Network_QTD(97,90)] ≤ 3% On percentile basis over a period of one quarter
  (c) connections with good voice quality, Circuit Switched Voice Quality and Voice over LTE (VoLTE) quality ≥ 95% On average basis over a period of one quarter
  (d) [ DL Packet Drop Rate [Inserted by Notification No. F. No. 305-03/2018-QoS., dated 31.7.2018 (w.e.f. 20.3.2009).] ≤ 2% On average basis over a period of one quarter]
  (e) [ UL Packet Drop Rate [Inserted by Notification No. F. No. 305-03/2018-QoS., dated 31.7.2018 (w.e.f. 20.3.2009).] ≤ 2% On average basis over a period of one quarter]
(iv) Point of Interconnection (POI) Congestion (on individual POI) ≤ 0.5% On average basis over a period of one quarter]
B Customer Service Quality Parameters:
(v) Metering and billing credibility-post paid Not more than 0.1% of bills issued should be disputed over a billing cycle One Billing Cycle
(vi) 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
(vii) (a) Resolution of billing/ charging complaints [≥ 98% within four weeks and 100% with 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
  (b) Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints within 1 week of resolution of complaint One Quarter
(viii) 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
(ix) Termination/ closure of service ≤ 7 days One Quarter
(x) Time taken for refund of deposits after closures 100% within 60 days One Quarter
[Note-1: The performance against benchmarks for the parameters listed under (i), (ii) and (iii) in the table shall be computed for all the cells, which are being used to provide Circuit Switched Voice or VoLTE service, in the License Service Area (LSA) in which a service provider is operating; [Inserted by Notification No. F. No. 304-2/2016-QoS., dated 18.8.2017 (w.e.f. 20.3.2009).]Explanation: In case, VoLTE service is provided by the service provider then DCR values for the cells of the eNodeBs will be included for the parameters listed under (iii) in the table and if only Circuit Switch based voice calls are provided then cells in the eNode Bs will not be included for the assessment purposes of parameter under (iii) in the table;Note-2: All DCR values for the assessment period shall be considered for Percentile value computation for the parameter listed under (iii) (a) and (iii) (b) in the table except the cases enumerated in the table for list of 'DCR Codes (DC)' given in Note 5;Note-3: DCR values of each cells for the computation of parameter listed under (iii) (a) and (iii) (b) of the table shall be computed, up to two decimal places, during Cell Bouncing Busy Hour;Note-4: Blank DCR entries or entries filled with any value other than computed DCR value or entries filled with any code or text other than DCR codes specified in Note 5, shall be considered as non-submission of compliance report;Note-5: DCR codes as given below in the table shall be used for the reasons and circumstances corresponding to the codes:
DCR Code Stand for Reason or circumstances
DNE Does Not Exist The cell was either not commissioned or de-commissioned in the middle of the assessment period and was not part of the network to serve the users in the network.
NOP Not Operational The cell was not in operation either due to planned shut down or force majeure condition or technical problem and thus not able to serve the users in the network.
NAV Counter values Not Available If the requisite counter values for computation of DCR for a Cell on aparticular day could not be captured due to technical glitch although thecell was operational.
NDM Computation of DCR Not Determinable or irrelevant In case, DCR values are indeterminate or computed value is irrelevant for the purpose of assessment
Note-6: Authority may further add, modify or delete the list of DCR Codes, through directions issued from time to time;Note-7: Usage of DCR codes for reasons and circumstances other than that as specified in Note 5 shall be treated as violation in terms of sub-regulation (3) of Regulation 5 of the principal regulations.]