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TRAI floats consultation paper on relaxing service quality norms

22 May 2014 Evaluate

In a set-back to consumers, telecom regulator TRAI may go easy on telecom operators for various service quality standards that they have to maintain, including resolution of billing complaints and response time to the customer for assistance, for which it has floated a consultation paper on ‘Review of the Standards of Quality of Service of Basic Telephone Services and Cellular Mobile Telephone Services’.

Telecom regulator pointed that it had been monitoring the performance of telecom operators and imposing financial disincentives on them, wherever there had been failure to comply with the benchmarks on service quality standards. However, it did find out that there were practical and genuine difficulties in achieving the prescribed benchmarks by telecom operators in certain cases.

Under current norms, telecom operators are required to address 90% complaints by the next day and 100% within 3 days in urban areas, while for rural and hilly areas, the operators are expected to address 90% of complaints by the next day and 100% within 5 days, failing to which these companies could be liable to pay penalty of Rs 10 lakh for violation in meeting quality of service (Q-o-S) standards laid down by TRAI for fixed lines and mobile phones.

However, Telecom Service Providers (TPs) have sought more time for resolving complaints. while, these companies have requested this to be made to 70% by next working day, 90% in 3 days and 100 percent within 5 days in urban areas. For rural and hilly areas, TSPs want it to be made to 70 percent by the next day, 80 percent in 3 days, 90 percent in 5 days and 100 percent within 7 days. Additionally, under the existing benchmark, the telecom operators have to resolve all complaints within 4 weeks. Further, these companies have also requested benchmark for resolving complains should be changed to 98% within 4 weeks and100% within 8 weeks.

Thus, in view of this, the consultation paper, among other things, has sought public comments on whether resolution of billing/charging complaints within four weeks for basic telephone service and cellular mobile telephone service need revision. It has also called for views if the benchmark for termination of service be revised. Lastly, TRAI has fixed June 12 as the deadline for public comments and June 19 for counter comments.

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TRAI floats consultation paper on relaxing service quality norms

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