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New Delhi: Telecom Service Providers Bharti, Vodafone & Reliance top the list of companies with maximum number of service related complaints received by TRAI during 2011-12.
As per the Performance Monitoring Reports for the Quarter ending December,2011 submitted by various Telecom Service Providers to Telecom Regulatory Authority of India (TRAI), the service providers are in general meeting the quality of service (QoS) benchmarks prescribed for the services by TRAI. However, some of the service providers are not meeting the benchmark for some of the parameters in some of the service areas. This information was given by the Minister of State for Communications & Information Technology Shri Milind Deora in a written reply in Rajya Sabha on Friday.
The details in respect of the number of service related complaints received in TRAI; company wise; during the year 2011-12 are as below:
BSNL : 466, MTNL: 165, Bharti: 1165, Tata: 438, Reliance: 647, Vodafone: 654, Idea: 326, Others: 272, Total: 4133
In the case of Basic Telephone service (Wireline), non-compliance with the QoS benchmarks is mostly observed in respect of the parameters relating to fault repair, metering & billing and response time to the customer for assistance. In the case of Cellular Mobile telephone service, non-compliance with reference to the benchmarks has been observed mostly in respect of the parameters relating to worst affected Base Transmitting Stations (BTS) due to downtime, worst affected cells having more than 3% call drops, Point of Interconnection Congestion and Percentage of calls answered by operators (voice to voice) within 60 seconds.
As per the License conditions, Licensee is responsible for maintaining the performance and quality of service. To meet the requirement of QoS standards, Licensee has to make its own arrangements for all infrastructure involved in providing the service which includes the enhancement of the capacity of mobile towers.
TRAI is monitoring the performance of Basic Telephone Service (Wire line) and Cellular Mobile Service against the prescribed QoS benchmarks through Quarterly and Monthly Performance Monitoring Reports. In addition, Point of Interconnect congestion is also monitored on a monthly basis. TRAI follows up with the Service Providers for addressing deficiencies in meeting the Quality of Service benchmarks which include the parameters relating to Network Service Quality.
[PIB]