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Union of India - Section
Section 7 in Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009
7. Quality of Service parameters to be reflected in customer perception of service.
- The performance of the service providers in respect of the following Quality of Service benchmarks for the basic telephone service (wireline) or cellular mobile telephone service or both, as the case may be, in respect of each specified parameter, shall be subject to periodic assessment by the authority through customer satisfaction surveys, which may be conducted by the Authority either through its own officers or employees or through any agency appointed by it, namely :-| Serial Number | Name of Parameter | Benchmark |
| (a) | customers satisfied with the provision of service | ≥ 90 % |
| (b) | customers satisfied with the billing performance | ≥ 95 % |
| (c) | customers satisfied with network performance, reliability and availability | ≥ 95 % |
| (d) | customers satisfied with maintainability | ≥ 95 % |
| (e) | customers satisfied with supplementary and value added services | ≥ 90 % |
| (f) | customers satisfied with help services including customer grievance redressal | ≥ 90 % |
| (g) | customers satisfied with overall service quality | ≥ 90 % |