Telecom Regulatory Authority Of India - Subsection
Section 25(4) in Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
(4)Every distributor of television channels shall ensure that:(i)response time for calls made on toll free "customer care number" by the subscriber, answered voice to voice, meets the following performance criteria-(a)Eighty percent of calls to be answered (voice to voice) by a customer care executive (other than by electronic means) within sixty seconds;(b)Ninety per cent of calls to be answered (voice to voice) by a customer care executive (other than by electronic means) within ninety seconds.(ii)response time to the subscriber for calls made on "customer care number" by the subscriber, answered electronically meets the following performance criteria;(a)Eighty percent of calls to be answered within twenty seconds electronically;(b)Ninety percent of calls to be answered within forty seconds electronically;Explanation. - For the purpose of calculating percentage of calls as referred to in sub-regulation (4), the total number of calls made during a month shall be taken into account.
