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20 Mar 2006
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Telecom Regulatory Authority of India
Consumers..... More Information
 
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Rental Rebate.
 
[ Extracts from the Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations 2009 (7 of 2009) dated 20.3.09 ]
 
1.

Purpose of laying down of QoS Regulation:


  1. to create conditions for consumer satisfaction by making known the quality of service, which the service provider is required to provide, and the user has a right to expect

  2. to measure the Quality of Service provided by the Service Providers from time to time and to compare them with the norms so as to assess the level of performance.

  3. to generally protect the interests of consumers of telecommunication services.
2. QoS Parameters and Benchmarks for Basic Telephone Service (Wire Line)
 
Name of the parameterBenchmark
Fault repair by next working day= 90%
Fault repair within 3 days100%
Rebate for fault pending between >3 to <= 7 days Rent rebate for 7 days
Rebate for fault pending between >7 to <= 15 daysRent rebate for 15 days
Rebate for faults pending for more than 15 daysRent rebate for 1 month
Resolution of billing/ charging complaints100% within 4 weeks
Shifts<= 3 days (95% of request to be attended with 3 days
Termination/Closure of service<= 7days
Time for Refund of deposits after closure100% within 60 days

3. QoS Parameters and Benchmarks for Cellular Mobile Telephone Service
 
Name of the parameter Benchmark
Resolution of billing/ charging complaints 100% within 4 weeks
Time taken for refund after closure All cases of refund of deposits to be made within sixty days after closure
Termination/Closure of service <= 7days
 
[ For more information click here The Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009 ]
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