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Central Acts and Rules Amended and Updated
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      • 1. Short title and commencement
      • 2. Definitions
      • 3. Obligation of every direct to home operator to give direct to home service
      • 4. Option to provide Direct to Home Customer Premises Equipment on out right purchase or hire purchase or rent
      • 4-A. Obligation of Direct to home operator to provide repair and maintenance of Direct to Home Customer Premises Equipment
      • 5. Procedure for direct to home service connection, disconnection or shifting
      • 6. Discontinuing exhibiting of any channel only after notice
      • 7. Discontinuing direct to home service to any direct to home subscriber
      • 8. Prohibition to disable Direct to Home Set Top Boxes
      • 9. No increase of subscription for direct to home service for six months
      • 9-A. No change in composition of a subscription package during first six months of enrolment or during the period of validity of subscription paid in advance
      • 9-B. Notice before change in composition of a subscription package
      • 10. No charges to be levied during discontinuance of direct to home service
      • 11. Billing for post-paid direct to home subscribers
      • 12. Providing usage details in respect to pre-paid direct to home service
      • 13. Establishment of Call Centre
      • 14. Procedure for handling request or complaint by Call Centres
      • 15. Time limit for redressal of grievance of the direct to home subscriber by Call Centres
      • 16. Appointment or designation of Nodal officer
      • 17. Redressal of Grievances of direct to home subscribers by Nodal officers
      • 18. Handling of grievances of direct to home subscriber by Nodal officers
      • 19. Time limit for redressal of complaints by Nodal officer
      • 20. Complaints forwarded to direct to home operator by Authority
      • 21. Manual of Practice for direct to home subscriber
      • 22. Identification of personnel of direct to home operator
      • 23. Inspection and auditing
      • 24. Intervention by Authority in certain cases
      • 25. Application of other laws not barred
      • 26. Right of direct to home subscriber to seek redressal under the Consumer Protection Act, 1986 or any other law for the time being in force
      • 27. Provisions of these regulations to apply to persons availing direct to home service before commencement of these regulations
      • 1. Short title and commencement
      • 2. Applicability
      • 3. Definitions
      • 4. Request for Provision of Domestic Leased Circuits or Local Lead of Domestic Leased Circuit
      • 5. Obligation of the specified service provider, to whom request has been made under regulation 4, to provide Domestic Leased Circuits or Local Lead of Domestic Leased Circuit(s)
      • 6. Maintenance of records in certain cases
      • 7. Tariff for Domestic Leased Circuits or Local Lead of Domestic Leased Circuit
      • 8. Provision for Domestic Leased Circuits or Local Lead of Domestic Leased Circuit on "Rent and Guarantee Terms" or "Special Construction basis" or "Contribution basis" in certain cases
      • 9. Security and monitoring arrangements (including lawful interception) in relation to Domestic Leased Circuits
      • 10. These regulations not to apply in certain cases
      • 11. Application of other laws not barred
      • 12. Inspection and auditing
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Provision for interconnection to all Eligible Service Providers.
      • 4. Prohibition to deny to subscribers access to Intelligent Network.
      • 5. Switches to be capable of resolving the access codes allotted as per National Numbering Plan 2003.
      • 6. Obligation to follow Numbering plan.
      • 7. Intelligent Network Services to be launched after obtaining access code allocation.
      • 8. Network equipment (including circuit or packet switches) to conform to the International Telecommunication Union and Telecommunication Engineering Centre standards and Standards of the industry.
      • 9. Compliance with Quality of Service standards.
      • 10. Intelligent Network Services under commercial and technical arrangements or agreement.
      • 11. Usage Charges under the arrangements or agreement entered under sub-regulation (2) of regulation 10.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Provision of access to cable landing station and related international submarine cable capacity by owner of cable landing station.
      • 4. Application by eligible Indian International Telecommunication Entity for access facilitation to cable landing station and related international submarine cable capacity.
      • 5. Confirmation by the owner of cable landing station after receipt of application under regulation 4.
      • 6. Entering into an agreement for providing Access Facilitation.
      • 7. Demand for access to Reference Capacity.
      • 8. Ensuring provision of backhaul circuit by eligible Indian International Telecommunication Entity.
      • 9. Testing of Reference Capacity proposed to be acquired by eligible Indian International Telecommunication Entity.
      • 10. Access Facilitation Charges and payment terms.
      • 11. Capacity up-gradation and payment for capacity up-gradation charges by eligible Indian International Telecommunication Entity.
      • 12. Cancellation charges.
      • 13. Termination or discontinuance of Access Facilitation by owner of cable landing station.
      • 14. Restoration of Access Facilities.
      • 15. Application by eligible Indian International Telecommunication Entity for provisioning of Co-location space.
      • 16. Co-location charges and payment terms.
      • 17. Allocation of alternative Co-location space.
      • 18. Additional Co-location space and Co-location equipment.
      • 19. Installation of Co-location Equipment by eligible Indian International Telecommunication Entity.
      • 20. Authorization for physical access for Co-location space at cable landing station.
      • 21. Prohibition to sub-lease the Co-location space.
      • 22. The Co-location space to be used for the purpose of accessing submarine cable capacity in the cable landing station by the eligible Indian International Telecommunication Entity.
      • 23. Termination of lease of Co-location space.
      • 24. No obligation of owner of cable landing station to place Co-location equipment of the eligible Indian International Telecommunication Entity adjacent to each other.
      • 25. Period of Co-location agreement.
      • 26. Reporting Requirements.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Access Facilitation Charges on or after 1st January, 2013.
      • 4. Colocation charges on or after 1st January, 2013.
      • 5. Review.
      • 1. (1)
      • 2. (2)
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Purpose of laying down the Code of Practice for metering and billing accuracy
      • 4. Code of Practice for metering and billing accuracy
      • 5. Review
      • 6. Auditing of metering and billing system
      • 7. Explanatory memorandum
      • 8. Interpretation
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Benchmarks for Quality of Service (QoS) Parameters
      • 4. Reporting requirement
      • 5. Registration of Demands for Broadband Connections
      • 6. Auditing
      • 7. Customer Perception of Service
      • 8. Broadband Connection Speed (download)
      • 9. Review
      • 10. Interpretation
      • 11. Explanatory memorandum
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Contents of the Register
      • 4. Confidential portion of the Register
      • 5. Registration of Interconnect Agreement
      • 6.
      • 7.
      • 8. Access to the Register
      • 9.
      • 10.
      • 11.
      • 12. Levy of fees and other charges
      • 13. General
      • 1. Short title, extent and commencement.
      • 2. Criteria for Registration of consumer organisation/NGOs.
      • 3. Rules Governing Registration.
      • 4. Interaction with TRAI.
      • 5. Mode of Data sharing.
      • 6. Review.
      • 7. Explanatory Memorandum.
      • 8. Interpretation.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Purpose of laying down Quality of Service Parameters.
      • 4. Quality Of Service Benchmarks for Dial-up access to the ISP Node.
      • 5. Quality of Service Benchmarks for Leased Line Access Service.
      • 6. Review.
      • 7. Explanatory Memorandum.
      • 8. Over-riding Effect.
      • 9. Interpretation.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Purpose of laying down Quality of Service Parameters.
      • 4. Quality of Service (QoS) Parameters.
      • 5. Review.
      • 6. Explanatory Memorandum.
      • 7. Over-riding Effect.
      • 8. Repeal and Saving.
      • 9. Interpretation.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Procedure for cable service connection, disconnection or shifting.
      • 4. Contents of application formats.
      • 5. Provision of cable service to every person subject to technical and operational feasibility.
      • 6. Response and time limit for providing connection.
      • 7. Communication of technical or operational non-feasibility.
      • 8. Discontinuing cable service to subscriber only after prior notice.
      • 9. Provision of bills and receipts to subscribers.
      • 10. Requirements of billing system.
      • 11. Establishment of help desk.
      • 12. Handling of complaints, etc.
      • 13. Provision of power back-up.
      • 14. Carrying of photo identification and proper behaviour by representatives of the cable operators and multi system operators.
      • 15.
      • 16. Arrangements for repairs or replacement of decoder or set top box supplied by the cable operator or multi system operator.
      • 17. Notice to subscribers before taking off channels from cable television network.
      • 18.
      • 19.
      • 20.
      • 21.
      • 22.
      • 23.
      • 24.
      • 1. Short title, commencement and application.
      • 2. Definitions.
      • 3. Quality of Service Parameters in respect of which compliance reports are to be submitted to the Authority.
      • 3A. Consequences for failure of basic service providers to meet the Quality of Service benchmarks.
      • 4. Quality of Service parameters in respect of which compliance is to be monitored by the service provider.
      • 5. Quality of Service parameters in respect of which compliance reports are to be submitted to the Authority.
      • 5A. Consequences for failure of cellular mobile telephone service providers to meet the Quality of Service benchmarks.
      • 6. Quality of Service parameter in respect of which compliance is to be monitored by the service provider.
      • 6A. Duration of alert for the called party.
      • 7. Quality of Service parameters to be reflected in customer perception of service.
      • 8. Record Keeping.
      • 9. Reporting.
      • 9A. Consequences for failure of the service providers to submit compliance report.
      • 10. Publication.
      • 11. Review.
      • 12. Overriding Effect.
      • 13. Repeal and Saving.
      • 14. Interpretation.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Provisions relating to connection, disconnection, transfer and shifting of cable service in CAS areas
      • 4. Provisions relating to complaint handling and redressal in respect of cable services in CAS areas
      • 5. Billing Procedure and billing related complaints in respect of cable services in CAS areas
      • 6. STB related issues and complaints in respect of cable services in CAS areas
      • 7. Change in positioning of channels/Taking the channel off air in respect of cable services in CAS areas
      • 8. Technical Standards
      • 9. Monitoring of performance of quality of service standards in respect of cable services in CAS areas
      • 10. Public awareness campaign in CAS areas
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Amendment and Annulment.
      • 4. Interpretation.
      • 5. Levy of Fees.
      • 6.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Fee and other charges
      • 4. Review
      • 5. Explanatory memorandum
      • 6. Interpretation
      • 1. Title, extent and commencement.
      • 2. Definition.
      • 3. General.
      • 4. Interpretation.
      • 5. Meetings for transaction of Business and Procedure to be followed.
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      • 16.
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3.
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      • 19.
      • 20.
      • 21.
      • 22. Prescription of fee/ charges by Access Providers.
      • 23.
      • 24. Distributed Ledger(s) for Complaints.
      • 25. Complaint Mechanism.
      • 26. Record keeping and reporting.
      • 27.
      • 28. Consequences for contravention of the provisions of regulations by Access Providers.
      • 29. Examination of telecom resources put under outgoing Usage Cap or having been disconnected.
      • 30.
      • 31.
      • 32.
      • 33. Power to appoint inquiry committee.
      • 34.
      • 35.
      • 36.
      • 37.
      • 38. Repeal and Saving.
      • 1. Short title, commencement and application.
      • 2. Definitions.
      • 3. Startup Kit.
      • 4. Vouchers.
      • 5. Colour band on paper vouchers.
      • 6. Information to prepaid consumers on activation of a voucher.
      • 7. Information to prepaid consumers relating to usage.
      • 8. Past Usage details in respect of prepaid mobile connections.
      • 9. Establishment of facility for providing information about the account of the consumer.
      • 10. Premium Rate Service and Value Added Service.
      • 11. Deactivation of cellular mobile telephone connection of prepaid consumer due to nonusage.
      • 12. Automatic Number Retention scheme for prepaid consumers.
      • 13. Safe Custody scheme for postpaid consumers.
      • 14. The grace period for reactivation.
      • 15. Communication of information to the consumer.
      • 17. Default status of international mobile roaming service.
      • 18. Information to consumers on activation of international mobile roaming service.
      • 19. Information to consumers on selection of tariff.
      • 20. Information to consumer as soon as the mobile equipment is switched on by the consumer in the visiting country.
      • 21. Information to consumers at different stages of exhaustion of entitled data usage while roaming internationally as per the selected tariff.
      • 22. Information to the consumer who may initiate use of international mobile roaming service in a country or area not covered by the tariff subscribed or where the applicable tariff differs from the subscribed tariff.
      • 23. Establishment of facility for providing information about the account of the consumer while roaming internationally.
      • 1. Short title, commencement and application
      • 2. Definitions
      • 3. Establishment of Call Centre
      • 4. Procedure for handling grievances by Call Centres
      • 5. Time limit for redressal of grievance of consumers by Call Centres
      • 6. Appointment of Nodal officer
      • 7. Redressal of Consumer Grievances by Nodal officers
      • 8. Handling of grievances of consumers by Nodal officers
      • 9. Time limit for redressal of complaints by Nodal officer
      • 10. Appointment of appellate authority
      • 11. Appeal to appellate authority of service provider for redressal of consumer grievances
      • 12. Composition of appellate authority for redressal of grievances of the consumers
      • 13. Intimation of appointment of appellate authority
      • 14. Remuneration
      • 15. Secretariat of an appellate authority
      • 16. Disposal of appeal by appellate authority
      • 17. Reporting requirements
      • 18. Status of appeals
      • 19. Complaints referred to service providers by Authority
      • 20. Manual of Practice for handling consumer complaints
      • 21. Providing usage details in respect to pre-paid mobile connections
      • 22. Consumer Grievance Redressal Mechanism by other service provider in certain cases
      • 23. Inspection and auditing
      • 24. Application of other laws not barred
      • 25. Right of consumers to seek redressal under the Consumer Protection Act, 1986 or any other law for the time being in force
      • 26. Reckoning of time limit for the purposes of these regulations
      • 27. These regulations not to apply in certain cases
      • 1. Short title and commencement
      • 2. Definitions
      • 3. The form and verification while filing an appeal
      • 4. Fee for filing an appeal
      • 5. Procedure for service of notices
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Salary, allowances, etc. of the Chairperson.
      • 4. Leave.
      • 5. Contribution to Contributory Provident Fund.
      • 6. Other conditions of service.
      • 7. Applicability of rules.
      • 8. Terms and Conditions of Service of Members.
      • 9. Oath of Office and Secrecy.
      • 10. Declaration of financial or other interest.
      • 11. Residuary provision.
      • 12. Powers to relax.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Request for confidentiality and decision thereon
      • 4. Seeking access to information
      • 5. Rejection of request for disclosure
      • 6. Exemption from disclosure of information
      • 7. Grounds for refusal of access to information
      • 8. Form of information
      • 9. Severability
      • 10. Information required for law enforcement
      • 11. Fee
      • 12. Explanatory memorandum
      • 13. General
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Meeting allowance.
      • 4. Conveyance allowance.
      • 5. Oath of office and secrecy.
      • 6. Residuary matters.
      • 7. Powers to relax.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Furnishing of returns
      • 4. Preparation and submission of annual report
      • 1. Short title and Commencement.
      • 2. Definitions.
      • 3. Constitution of the Fund.
      • 4. Assets of the Fund.
      • 5. Administration of Funds and audit.
      • 6. Management of the Fund.
      • 7. Term of Office of the Board of Trustees.
      • 8. Resignation and cession of Trustee.
      • 9. Disqualification for the Trusteeship and removal.
      • 10. Meetings and Quorum.
      • 11. Minutes of the Meeting.
      • 12. Fees and Allowances.
      • 13. Conditions of eligibility.
      • 14. Nominations.
      • 15. Subscriber's Accounts.
      • 16. Conditions of subscriptions.
      • 17. Rates of subscription.
      • 18. Contribution by Authority.
      • 19. Transfer to Foreign Service or deputation out of India and Realization of subscriptions.
      • 20. Interest.
      • 21. Advances from the Fund.
      • 22. Recovery of Advance.
      • 23. Wrongful use of advance.
      • 24. Withdrawal from the fund.
      • 25. Conditions for withdrawal.
      • 26. Conversion of an advance into a withdrawal.
      • 27. Final withdrawal of accumulations in the Fund.
      • 28. Retirement of Subscriber.
      • 29. Procedure on death of a subscriber.
      • 30. Dismissal, resignation and cessation of service.
      • 31. Deductions.
      • 32. Manner of payment of amount in the Fund.
      • 33. Deposit Linked Insurance Scheme.
      • 34. Relaxation of the provisions of the rules in individual cases.
      • 35. Validation of contribution to the contribution made by the Authority and the subscriber, etc.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Annual Statement of accounts and other relevant records
      • 4.
      • 5. Authorised signatory
      • 1. Short title and commencement
      • 2. Definitions
      • 2-A.
      • 3.
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Constitution of Officers' Cadre.
      • 4. Initial constitution of the Officers' Cadre.
      • 5. Method of Recruitment.
      • 6. Direct recruitment.
      • 7.
      • 8. Qualifications and age limit.
      • 9. Medical Examination.
      • 10.
      • 10A.
      • 11. Seniority.
      • 12.
      • 13.
      • 14. Constitution of Staff Cadre.
      • 15. Initial constitution of the Staff Cadre.
      • 16. Method of Recruitment.
      • 17. Direct recruitment.
      • 18.
      • 19. Qualifications and age limit.
      • 20. Medical Examination.
      • 21.
      • 21A.
      • 22. Seniority.
      • 23.
      • 24.
      • 25. Probation.
      • 26. Liability for service in or outside India.
      • 27. Discharge of Duties of Higher Grade and Lower Grade in Certain Cases.
      • 28. Pay fixation.
      • 29. Nationality.
      • 30. Superannuation.
      • 31. Disqualification.
      • 32. Power to relax.
      • 33. Interpretation.
      • 34. Removal of difficulties.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Filing of application
      • 1. Short title and commencement
      • 2. Definitions
      • 3. The Judge to conduct inquiry
      • 4. Powers of the Judge
      • 1. Short title and commencement
      • 2. Definitions
      • 3. ( i ) Salaries and allowances
      • 4. Oath of office and Secrecy
      • 5. Interpretation
      • 6. Residuary provision
      • 7. Power to relax
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Categories of Officers and employees of the Authority and pay scales.
      • 4. Conditions of service.
      • 5. Salary and allowances payable to, and other conditions of service of, Consultant.
      • 6. Powers to relax.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Establishment and incorporation of Authority.
      • 4. Qualifications for appointment of Chairperson and other members.
      • 5. Term of office, conditions of service, etc., of Chairperson and other members.
      • 6. Powers of Chairperson and ViceChairperson.
      • 7. Removal and suspension of member from office in certain circumstances.
      • 8. Meetings.
      • 9. Vacancies, etc., not to invalidate proceedings of Authority.
      • 10. Officers and other employees of Authority.
      • 11. Functions of Authority.
      • 12. Powers of Authority to call for information, conduct investigations, etc.
      • 13. Power of Authority to issue directions.
      • 14. Establishment of Appellate Tribunal.
      • 14A. Application for settlement of disputes and appeals to Appellate Tribunal.
      • 14B. Composition of Appellate Tribunal.
      • 14C. Qualifications for appointment of Chairperson and Members.
      • 14D. Term of office.
      • 14E. Terms and conditions of service.
      • 14F. Vacancies.
      • 14G. Removal and resignation.
      • 14GA. Qualifications, terms and conditions of service of Chairperson and Member.
      • 14H. Staff of Appellate Tribunal.
      • 14I. Distribution of business amongst Benches.
      • 14J. Power of Chairperson to transfer cases.
      • 14K. Decision to be by majority.
      • 14L. Members, etc., to be public servants.
      • 14M. Transfer of pending cases.
      • 14N. Transfer of appeals.
      • 15. Civil Court not to have jurisdiction.
      • 16. Procedure and powers of Appellate Tribunal.
      • 17. Right to legal representation.
      • 18. Appeal to Supreme Court.
      • 19. Orders passed by Appellate Tribunal to be executable as a decree.
      • 20. Penalty for wilful failure to comply with orders of Appellate Tribunal.
      • 21. Grants by Central Government.
      • 22. Fund.
      • 23. Accounts and audit.
      • 24. Furnishing of returns, etc., to Central Government.
      • 25. Power of Central Government to issue directions.
      • 26. Members, officers and employees of Authority to be public servants.
      • 27. Bar of jurisdiction.
      • 28. Protection of action taken in good faith.
      • 29. Penalty for contravention of directions of Authority.
      • 30. Offences by companies.
      • 31. Offences by Government Departments.
      • 32. Exemption from tax on wealth and income.
      • 33. Delegation.
      • 34. Cognizance of offences.
      • 35. Power to make rules.
      • 36. Power to make regulations.
      • 37. Rules and regulations to be laid before Parliament.
      • 38. Application of certain laws.
      • 39. Power to remove difficulties.
      • 40. Repeal and saving.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Setting up of mechanism for registering request of subscribers for not receiving unsolicited calls
      • 4. Setting up the Private Do Not Call List
      • 5. Contents of the Private Do Not Call List
      • 6. Contents of the National Do Not Call Register
      • 7. Registration for not receiving unsolicited commercial communication
      • 8. Procedure for registration of requests for not receiving unsolicited commercial communication
      • 9. Withdrawal of request or option of subscribers relating to unsolicited commercial communication
      • 10. Updation of content in National Do Not Call Register
      • 11. Inclusion or exclusion of class or classes or type or category or categories of unsolicited commercial communication in the Private Do Not Call List and National Do Not Call Register
      • 12. Reporting requirements
      • 13. Registration of Telemarketer
      • 14. Undertaking from the Telemarketer
      • 15. Disconnection of Basic Telephone or Cellular Mobile Telephone connection or service in certain cases
      • 16. Complaint relating to unsolicited commercial communications and its consequences
      • 17. Service Provider not to send unsolicited commercial communications
      • 17-A. Consequences for failure of service providers to stop unsolicited commercial communications
      • 17-B. Factors to be taken into account by the Authority for deciding the amount of financial disincentive
      • 17-C. Power of Authority to order inquiry
      • 17-D. Composition of inquiry committee
      • 17-E. Procedure for holding inquiry for determining contravention of the provisions of regulation 7 or regulation 15 or regulation 16 or regulation 17
      • 17-F. Report of inquiry committee
      • 17-G. Service of notices
      • 17-H. Order for payment of amount by way of financial disincentive by Authority on report of inquiry committee
      • 17-I. Deposit of amount payable by way of financial disincentive under these regulations
      • 18. Confidentiality
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. General Provisions relating to interconnection.
      • 4. General Provisions relating to Reference Interconnection Offer.
      • 5. General Provisions relating to interconnection agreements.
      • 6. Disconnection of signals of TV Channel.
      • 7. Conversion of free to air channel into pay channel or a pay channel into free to air channel.
      • 8. Intervention by the Authority.
      • 9. Reporting Requirements.
      • 10. Composition of bouquet by the broadcasters.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. General provisions relating to non-discrimination in interconnect agreements
      • 4. Disconnection of TV channel signals
      • 4-A. Interconnection Agreements to be in writing
      • 5. Standard Interconnection Agreements
      • 6. Prohibition of minimum guarantee clause
      • 7. Conversion of a Free To Air channel/Pay channel
      • 8. Time period for renewal of existing agreements
      • 9. Finalising Subscriber Base at the time of first agreement
      • 10. Variation of Subscriber Base during validity of agreement
      • 11. Finalising Subscriber Base at the time of Renewal of agreement
      • 12. Monthly Subscriber Base Statement
      • 13. Reference Interconnect offer
      • 14. Explanatory Memorandum
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Manner of offering of channels by broadcasters.
      • 4. Declaration of network capacity fee and manner of offering of channels by distributors of television channels.
      • 5.
      • 6. Reporting requirement by broadcasters.
      • 7. Reporting requirement by distributors of television channels.
      • 8. Designation of compliance officer and his obligations.
      • 9. Power of Authority to intervene.
      • 10. Repeal and Saving.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. General obligations of broadcasters.
      • 4. General obligations of distributors of television channels.
      • 4A. Compliance to requirements of Addressable System by distributors of television channels.
      • 5. General obligations of service providers.
      • 6. Compulsory offering of channels on alacarte basis.
      • 7. Publication of reference interconnection offer by broadcaster for pay channels.
      • 8. Publication of reference interconnection offer by distributor of television channels.
      • 9. General provisions relating to interconnection agreements.
      • 10. Interconnection agreement between broadcaster and distributor of television channels.
      • 11. Territory of interconnection agreement.
      • 12. Interconnection agreement between distributor of television channels and local cable operator.
      • 13. NonApplicability to DTH operator.
      • 14. Subscription report and monthly fee.
      • 15. Audit.
      • 16. Change in the maximum retail price and the nature of a channel.
      • 17. Disconnection of signals of television channels.
      • 18. Listing of channels in electronic programme guide.
      • 19. Details of service providers.
      • 20. Designation of compliance officer and his obligations.
      • 21. Intervention by the Authority.
      • 22. Repeal and saving.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Provision of broadcasting services related to television.
      • 4. Procedure for new connection.
      • 5. Changes in subscription of broadcasting services related to television.
      • 6. Subscription of channels/bouquets.
      • 7. Deactivation of channels/bouquets from subscription.
      • 8. Notice of discontinuation and change in the nature of channel.
      • 9. Non availability of channels on distribution platform.
      • 10. Restriction on discontinuation and modification of subscribed bouquet during its lockin period when all the constituent channels are available on distribution platform.
      • 11. Introduction, discontinuation and modification of bouquets in other cases.
      • 12. Temporary suspension of broadcasting services related to television on request from a subscriber.
      • 13. Disruption of broadcasting services related to television.
      • 14. Relocation of connection.
      • 15. Interruption of broadcasting services related to television due to preventive maintenance.
      • 16. Disconnection of broadcasting services related to television.
      • 17. Price protection to subscribers.
      • 18. Billing.
      • 19. Generation of postpaid bill.
      • 20. Billing cycle for postpaid bill.
      • 21. Details of information in the postpaid bill.
      • 22. Delivery of postpaid bills and payment.
      • 23. Prepaid billing and payment.
      • 24. Supply and installation of the customer premises equipment.
      • 25. Customer care centre.
      • 26. Complaints handling by customer care centre.
      • 27. Time limit for redressal of complaints.
      • 28. Redressal of complaints by nodal officers.
      • 29. Complaints referred to the distributor of television channels by the Authority.
      • 30. Maintenance of records of complaints.
      • 31. Establishment of website.
      • 32. Customer care programming service.
      • 33. Public awareness campaign.
      • 34. Publicity of information by broadcasters.
      • 35. Prohibition of on screen display.
      • 36. Technical standards.
      • 37. Manual of Practice.
      • 38. Display of channels in EPG.
      • 39. Reporting to the Authority.
      • 40. Designation of compliance officer and his obligations.
      • 41. Identification of personnel.
      • 42. Privacy protection.
      • 43. Intervention by Authority.
      • 44. Application of other laws not barred.
      • 45. Repeal and Saving.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Excess Amount collected by service providers from the subscribers to be transferred to the Telecommunication Consumers Education and Protection Fund in certain cases
      • 4. Procedure for depositing the excess amount collected by service providers from the subscribers in the Consumers Education and Protection Fund
      • 5. Telecommunication Consumers Education and Protection Fund
      • 6. Utilisation of the Telecommunication Consumers Education and Protection Fund
      • 7. Constitution of committee
      • 8. Composition of committee
      • 9. Term of office of the committee
      • 10. Functions of the committee
      • 11. Meetings and quorum
      • 12. Minutes of the meeting
      • 13. Expenses of the committee
      • 14. Maintenance of accounts
      • 15. Audit of accounts and their publication
      • 16. Payment of money for making refund to subscribers
      • 17. Power of Authority to issue directions for utilisation of the Telecommunication Consumers Education and Protection Fund
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Interconnection charges
      • 4. Revenue sharing arrangements
      • 5. Reporting requirement
      • 6. Review
      • 7. Explanatory memorandum
      • 8. Interpretation
      • 1. Short title, extent and commencement
      • 2.
      • 2-A. Port charges on or after the 1st April, 2007
      • 3. Reporting requirement
      • 4. Review
      • 5. Explanatory memorandum
      • 6. Interpretation
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Interconnection agreement.
      • 4. Procedure for entering into interconnection agreement.
      • 5. Bank guarantees.
      • 6. Seeking ports at POIs.
      • 7. Request for initial provisioning of ports.
      • 8. Request for augmentation of POIs.
      • 9. Framework for provisioning of ports.
      • 9A. Level of interconnection for PSTN to PSTN connectivity.
      • 10. Interconnection charges.
      • 11. Procedure for disconnection of POIs.
      • 12. Consequences for contravention of the provisions of these regulations.
      • 13. Power of the Authority to issue direction.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Interconnection Charges
      • 4. Interconnection Usage Charges (IUC)
      • 5. Reporting requirement
      • 6. Review
      • 7. Explanatory memorandum
      • 8. Interpretation
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Per Port Transaction charge
      • 4. Dipping charge
      • 5. Reporting requirement
      • 6. Intervention and review
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Limits on Portability.
      • 4. Obligation to provide Mobile Number Portability.
      • 5. Obligation to set up mechanism for allocation of unique porting code.
      • 6. Eligibility Criteria for making a porting request.
      • 6A. Process to be performed by Mobile Number Portability Service provider before allocating unique porting code.
      • 7. Request for porting of mobile number.
      • 8. Action by Recipient Operator.
      • 9. Action by Mobile Number Portability Service provider.
      • 10. Action by Donor Operator.
      • 11. Porting of mobile number.
      • 12. Grounds for rejection of porting request by Donor Operator.
      • 13. Withdrawal of porting request.
      • 14. Rights and obligations of Donor Operator.
      • 15. Rights and obligations of Recipient Operator.
      • 16. Rights and obligations of Mobile Number Portability Service provider.
      • 17. Obligations of Access Providers, National Long Distance Operators and International Long Distance Operators.
      • 17A. Consequence for contravention of the provisions of regulation 6A, or regulation 8, or regulation 9 or regulation 10 or regulation 11 or regulation 12.
      • 18. Power of Authority to issue directions for specifying time limits for various activities for implementing number portability.
      • 19. Inspection and Auditing.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Tariffs.
      • 4. Forbearance.
      • 5. Deposits.
      • 6. Flexibility and Packages.
      • 7. Reporting Requirement.
      • 8. Review of Tariffs.
      • 9. Publication of Tariffs.
      • 10. Non-discrimination.
      • 11. Terms and Conditions of Service.
      • 12. Explanatory Memorandum.
      • 13. Overriding Effect.
      • 14. Interpretation.
      • 1. Short title, extent and commencement.
      • 2.
      • 3. Interconnection Charges.
      • 4. Revenue Sharing Arrangements.
      • 5. Reporting Requirement
      • 6. Review.
      • 7. Explanatory Memorandum.
      • 8. Over-riding.
      • 9. Interpretation.

Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009

Published vide Notification F. No. 305-25/2008-QoS, dated 20.3.2009

Last Updated 6th November, 2019 [act1515]

F. No. 305-25/2008-QoS, dated 20.3.2009. - In exercise of the powers conferred upon it under section 36, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), the Telecom Regulatory Authority of India hereby makes the following regulations, namely: -

Section I

PRELIMINARY

1. Short title, commencement and application. - (1) These regulations may be called the Standards of Quality of Service of Basic Telephone Service (wireline) and Cellular Mobile Telephone Service Regulations, 2009.

(2) They shall come into force with effect from the 1st day of July, 2009.

(3) These regulations shall apply to -

all service providers [including Bharat Sanchar Nigam Limited and Mahanagar Telephone Nigam Limited, being the companies registered under the Companies Act, 1956 (1 of 1956)] providing,-

(i) Basic Telephone Service;

(ii) Unified Access Services;

(iii) Cellular Mobile Telephone Service;

[(iv) Access Services authorized under Unified License (UL);]

2. Definitions. -(1) In these regulations, unless the context otherwise requires,-

(a) "Act" means the Telecom Regulatory Authority of India Act, 1997 (24 of 1997);

[ (aa) Access Services Authorization under Unified License (UL)

(i) means collection, carriage, transmission and delivery of voice and/or non-voice messages over Licensee's network in the designated Service Area.

(ii) The Licensee can also provide Internet Telephony, Internet Services including IPTV, Broadband Services and triple play i.e. voice, video and data.

(iii) While providing Internet Telephony service, the Licensee may interconnect Internet Telephony network with PSTN/PLMN/GMPCS network. The Licensee may provide access service, which could be on wireline and / or wireless media with full mobility, limited mobility and fixed wireless access;]

(b) "Authority" means the Telecom Regulatory Authority of India established under sub-section (1) of section 3 of the Act;

[(ba) "Base Station" or "BS" means a network element in a radio access network that is responsible for radio transmission and reception in one or more Cells to or from the user equipment and it includes BTS, Node B and eNode B;

(bb) "Base Transceiver Station" or "BTS" means a Base Station in a GSM or CDMA based radio access network technology;]

(c) "Basic Telephone Service" covers collection, carriage, transmission and delivery of voice or non-voice messages over licensee's Public Switched Telephone Network in licensed service area and includes provision of all types of services except those requiring a separate licence;

[(d) "Cell" means an area of radio coverage identified by a Cell Global Identity or CGI;]

(e) "Cell Bouncing Busy Hour" means the one hour period in a day during which a cell in a cellular mobile telephone network experiences the maximum traffic;

[(ea) "Cell Identity" or "CI" means identity of a cell which is unique within a Location Area(LA) or a Tracking Area (TA);

(eb) "Cell Global Identity" or "CGI" means the Globally Unique Identification of a cell and is the concatenation of the Mobile Country Code (MCC), Mobile Network Code (MNC), Location Area Code(LAC) or Tracking Area Code (TAC) and the Cell Identity (CI);

(ec) "Cell_Q(t)" or "Cell Quality of Service Performance Measure for DCR Parameter" means the tth percentile value in the set of DCR values corresponding to a Cell observed during the assessment period;

(ed) "Cell_Q(90)" means Cell_Q(t) with t=90 and indicates the 90th percentile DCR value in the set of DCR values observed for a Cell in the assessment period;

Explanation: If a Cell was operating for ninety days during an assessment period and computed DCR values were available for all these ninety days then arranging these ninety DCR values in ascending order and finding 90th percentile DCR value for that Cell would point to 81st DCR value (counted from lowest to highest DCR value). This Cell_Q(90) DCR value will be the representative DCR value for calculation of Spatial Distribution Measure of that Cell during that assessment period]

[(f) "Cellular Mobile Telephone Service" -

(i) means telecommunication service provided by means of a telecommunication system for the conveyance of messages through the agency of wireless telegraphy where every message that is conveyed thereby has been, or is to be, conveyed by means of a telecommunication system which is designed or adapted to be capable of being used while in motion;

(ii) refers to transmission of voice or non-voice messages over Licensee's Network in real time only but service does not cover broadcasting of any messages, voice or non-voice, however, Cell Broadcast is permitted only to the subscribers of the service;

(iii) in respect of which the subscriber (all types, pre-paid as well as post-paid) has to be registered and authenticated at the network point of registration and approved numbering plan shall be applicable;]

[(iv) includes any service provided through Global System for Mobile Communications (GSM), Code Division Multiple Access (CDMA), Wideband CDMA based Universal Terrestrial Radio Access Network (UTRAN), Evolved Universal Terrestrial Radio Access Network (E-UTRAN) based on Long Term Evolution (LTE) technologies and any other technologies permitted under the CMTS or UASL or UL;]

(g) "Call Centre" means a department or a section or a facility established by the service provider under regulation 3 of the Telecom Consumers Protection and Redressal Grievances Regulations, 2007 (3 of 2007);

(h) "consumer" means a consumer of a service provider falling in sub-regulation (3) of regulation 1 and includes its customer and subscriber ;

[(ha) "Day_Q(s)" or "Network Quality of Service Performance Measure on a Day for DCR Parameter" means the sth percentile DCR value in the set of DCR values of all cells of the network on a particular day;

(hb) "Day_Q(97)" means Day_Q(s) with s=97 and indicates the 97th percentile DCR value in the set of DCR values of all Cells of the network on a particular day;

Explanation: If ten thousand cells were operating in a network on a particular day and computed DCR values were available for all these ten thousand cells then arranging these ten thousand DCR values in ascending order and finding the 97th percentile DCR value would point to the 9700th DCR value (counted from lowest to highest). This Day_Q(97) value will be the representative DCR value for calculation of Temporal Distribution Measure of the network on that day;]

[(hba) "Down Link (DL) Packet Drop Rate or DL-PDR" means fraction of Packet Data Convergence Protocol (PDCP) Service Data Units (SDUs), in percentages, which are dropped by the network or lost in the network while transferring data on the downlink for Quality of Service (QoS) Class Identifier (QCI)=1 in LTE based radio access networks;]

[(hc) "Drop Call Rate" or "DCR" means the percentage of voice calls which once having been established are interrupted prior to their normal completion;

(hd) "eNode B" or "evolved Node B" or "eNB" means a Base Station that acts as a logical node in Evolved Universal Terrestrial Radio Access Network (E-UTRAN) based on Long Term Evolution (LTE) technology]

(i) "licence" means a licence granted or having effect as if granted under section 4 of the Indian Telegraph Act, 1885 (13 of 1885) or the provisions of the Indian Wireless Telegraphy Act, 1933 (17 of 1933);

(j) "licensee" means any person licensed under sub-section (1) of section 4 of the Indian Telegraph Act, 1885 (13 of 1885) for providing specified public telecommunication services;

[(ja) "Location Area" or "LA" means an area in which a mobile station may move freely without updating the Visitor Location Register (VLR) and includes one or several cells in GSM or CDMA or UTRAN Network;

(jb) "Location Area Code" or "LAC" means a number of fixed length identification number (of 2 octets) used for identifying a Location Area (LA) within a Public Land Mobile Network (PLMN);]

(k) "message" shall have the same meaning assigned to it in clause (3) of section 3 of the Indian Telegraph Act, 1885 (13 of 1885);

(l) "MTTR" means Mean Time to Repair;

[(la) "Node B" means a Base Station that acts as a logical node in a Universal Terrestrial Access Network (UTRAN) based on Wideband CDMA (WCDMA) technology]

[(lb) "Network_QSD(s,t)" or "Network Quality of Service (QoS) DCR Spatial Distribution Measure" means the sth percentile value in the set of Cell_Q(t) values for all cells in a network during the assessment period;

Explanation: Network_QSD(s,t) is a representative DCR spatial distribution value for the entire network during the assessment period and indicates that Cell_Q(t) value of at-least s% of the cells were equal to or lower than the Network_QSD(s,t) value;

(lc) "Network_QSD(90,90)" means Network_QSD(s,t) with s=90 and t=90, and indicates 90th percentile value of Cell_Q(90) values of all cells in the network;

Explanation: Network_QSD(90,90) value is a representative DCR spatial distribution value for the entire network during the assessment period indicating that Cell_Q(90) value for at-least 90% of the Cells were equal to or lower than the Network_QSD(90,90) value. For example, if a network was operating with ten thousand cells on ninety days during the assessment period then Network_QSD(90,90) value will be the 90th percentile Cell_Q(90) value out of the available ten thousand Cell_Q(90) values;

(ld) "Network_QTD(s,t)" or "Network Quality of Service(QoS) DCR Temporal Distribution Measure" means the tth percentile value in the set of Day_Q(s) values for a network on all days in the assessment period;

Explanation: Network_QTD(s,t) is a representative DCR temporal distribution value for the entire network during the assessment period which indicates that the Day_Q(s) value for at-least t% of the days during the assessment period were equal to or lower than the Network_QTD(s,t) value;

(le) "Network_QTD(97,90)" means Network_QTD(s,t) with s=97 and t=90, it indicates 90th percentile value of Day_Q(97) values of network on all days in the assessment period;

Explanation: Network_QTD(97,90) is a representative DCR temporal distribution value for the entire network during the assessment period indicating that the Day_Q(97) values of the network for at-least 90% of the days of the assessment periodwere equal to or lower than the Network_QTD(97,90) value. For example, if a network was operating with ten thousand cells for ninety days during the assessment period, then the Network_QTD(97,90) value will be the 90th percentile Day_Q(97) value out of available ninety Day_Q(97) values;

(lf) "nth Percentile" or "nth Percentile Value" means the smallest data value in a given data set with the property that n% of the data values in that data set are less than or equal to it.

Explanation: Percentile is a measure of relative standing of an observation within the data set, for example, if 90th percentile value is to be calculated in a data set of 200 DCR values each falling in the interval from 0 to 100 (in percent), then it would point to DCR value at 180th position (90% of 200), when all 200 DCR values are arranged in ascending order and say it is 3.45% (DCR value) in this example. The 3.45% DCR value will be the smallest DCR value in the given set of 200 DCR values with the property that 90% of the DCR values in this set i.e. DCR values from position 1 to 179 in set of values arranged in ascending order, are less than or equal to it. If the data set has many data values in the given data set with 3.45% DCR value, then 90th percentile would point to all such DCR values. In case, n% of the data values comes out to be a number with fraction then rounded up number shall be used.]

(m) "OMC" means Operation and Maintenance Centre;

[(ma) "Evolved-Universal Terrestrial Radio Access Network (E-UTRAN) Radio Access Bearer" or "E-RAB" means a user plane connection between User Equipment (UE) and Serving Gateway (SGW) in the LTE based technology;]

(n) "Paging Channel" means a signaling control channel in a CDMA network to send control, call setup and paging messages used for communication between mobile station (MS), i.e., mobile handset and Base Transceiver Station (BTS) before such mobile station is assigned a Traffic Channel (TCH);

(o) "Point of Interconnection (POI)" means a mutually agreed upon point of demarcation where the exchange of traffic between the networks of two service providers takes place;

(p) "Public Switched Telephone Network" means a fixed specified switched public telephone network providing a two-way switched telecommunication services to the general public;

(q) "Public Land Mobile Network" means a network set up and operated by any of the licensed operators including Mahanagar Telephone Nigam Limited and Bharat Sanchar Nigam Limited, for the purpose of providing land based mobile communication services to the public and which provides communication facilities to subscribers using mobile stations (MS), i.e., mobile handsets;

(r) "Quality of Service" is the main indicator of the performance of a telecommunication network and of the degree to which such network conforms to the standards of such quality of service as specified in these regulations for specified parameters;

[(ra) "Radio Access Bearer" or "RAB" means a service provided by the Access Stratum to the Non-Access Stratum for the transfer of user data between the User Equipment and the Core Network;

(rb) "Radio interface" means the interface between User Equipment and the Universal Terrestrial Radio Access Network access Point, which encompasses all the functionality required to maintain such interfaces;

[(rba) "Radio Link Timeout" or "RLT" means the Radio Link Timeout value broadcast by the GSM based radio access networks to initialize 'S' counter;]

(rc) "Radio Resource Control" or "RRC" means a sub layer of radio interface Layer 3 existing in the control plane which provides information transfer service to the Non-Access Stratum and is responsible for controlling the configuration of radio interface Layers 1 and 2;]

(s) "regulations" means the Standards of Quality of Service of Basic Telephone Service (wireline) and Cellular Mobile Telephone Service Regulations, 2009;

(t) "Stand-alone Dedicated Control Channel" or "SDCCH" means, a GSM control channel for signaling purposes where the majority of call setup occurs, which is used for communication between mobile station (MS), i.e, mobile handset and Base Transceiver Station (BTS) before such mobile station is assigned a Traffic Channel (TCH);

(u) "service provider" means any service provider to which these regulations apply.

[(ua) "Tracking Area" or "TA" means an area in which a mobile station may move freely without updating the Mobile Management Entity (MME) and includes one or several cells of Evolved Universal Terrestrial Radio Access Network (E-UTRAN);

(ub) "Tracking Area Code" or "TAC" means a fixed length identification number (of 2 octets) used for identifying a Tracking Area within a Public Land Mobile Network (PLMN);]

(v) "Traffic Channel" or "TCH" means, a logical channel in a GSM or CDMA network which carries either encoded speech or user data;

(w) "telecommunication services" means service of any description (including electronic mail, voice mail, data services, audio-tex services, video-tex services, radio paging and cellular mobile telephone services) which is made available to users by means of any transmission or reception of signs, signals, writing images, and sounds or intelligence of any nature, by wire, radio, visual or other electro-magnetic means but shall not include broadcasting services;

(x) "Time Consistent Busy Hour" or "TCBH" means the one hour period starting at the same time each day for which the average traffic of the resource group concerned is greatest over the days under consideration and such Time Consistent Busy Hour shall be established on the basis of analysis of traffic data for a period of ninety days;

(y) "Unified Access Services" -

[(ya) "Up Link (UL) Packet Drop Rate or UL-PDR" means fraction of Packet Data Convergence Protocol (PDCP) Service Data Units (SDUs), in percentages, which are lost in the network while transferring data on the uplink for Quality of Service (QoS) Class Identifier (QCI)=1 in LTE based radio access networks;]

(i) means telecommunication service provided by means of a telecommunication system for the conveyance of messages through the agency of wired or wireless telegraphy ;

(ii) refers to transmission of voice or non-voice messages over Licensee's Network in real time only but service does not cover broadcasting of any messages, voice or non-voice, except, Cell Broadcast which is permitted only to the subscribers of the service;

(iii) in respect of which the subscriber (all types, pre-paid as well as post-paid) has to be registered and authenticated at the network point of registration and approved numbering plan shall be applicable;

(2) Words and expressions used but not defined in these regulations and defined in the Act and the rules and other regulations made thereunder shall have the meanings respectively assigned to them in the Act or the rules or the regulations, as the case may be.

[(z) "Voice over LTE" or "VoLTE" means voice call established, maintained and released using IP (Internet Protocol) Multi-Media Sub-System (IMS).]

Section II

QUALITY OF SERVICE (QoS) PARAMETERS FOR BASIC TELEPHONE SERVICE (WIRE LINE)

3. Quality of Service Parameters in respect of which compliance reports are to be submitted to the Authority. - (1) Every basic telephone service provider shall meet the following Quality of Service benchmarks for the basic telephone service (wireline) in respect of each specified parameter, namely:-

Serial Number

 

Name of Parameter

 

Benchmark

 

Averaged over a period

 

(i)

Fault incidences (No. of faults/100 subscribers /month)

[≤ 7]

One Quarter

(ii)

 

Fault repair by next working day

 

For urban areas:

[By next working day: ≥ 85% and within five days: 100%.]

For rural and hilly areas:

[By next working day: ≥ 75% and within 7 days: 100%.]

Rent Rebate

Faults pending for >3 days and ≤7 days: Rent rebate for 7 days.

Faults pending for >7 days and ≤15 days: Rent rebate for 15 days.

Faults pending for >15 days: rent rebate for one month.

One Quarter

 

(iii)

Mean Time To Repair (MTTR)

[≤ 10 Hrs]

One Quarter

(iv)

(a) Call Completion Rate within a local network shall be better than or,

≥ 55%

One Quarter

(b) Answer to Seizure Ratio (ASR)

≥ 75 %

One Quarter

(v)

 

Point of Interconnection (POI) Congestion (on individual POI)

≤ 0.5%

One month

(vi)

Metering and billing credibility - post paid

Not more than 0.1% of bills issued should be disputed over a billing cycle

One Billing Cycle

(vii)

Metering and billing credibility -- pre-paid

Not more than 1 complaint per 1000 customers, i.e., 0.1% complaints for metering,

charging, credit, and validity

One Quarter

(viii)

Resolution of billing/ charging complaints

[≥ 98 % within 4 weeks and 100% within six weeks]

One Quarter

(ix)

[***]

[***]

[***]

(x)

Response Time to the customer for assistance

(a) Accessibility of call centre/ customer care

≥ 95%

One Quarter

(b)Percentage of calls answered by the operators (voice to voice) within [ninety seconds]

[≥ 95%]

One Quarter

(xi)

Termination/ closure of service

≤ 7 days

One Quarter

(xii)

Time taken for refund of deposits after closures

100% within 60 days

One Quarter

(2) The compliance of the parameters specified in sub-regulation (1) shall be reported to the Authority by the service provider.

(3) The Authority may, from time to time, through audit and objective assessment of quality of service conducted either by its own officers or employees or through an agency appointed by it, verify and assess the performance by the basic telephone service provider of the Quality of Service benchmarks of each parameter for the basic telephone service (wire-line) specified in sub-regulation (1).

[3A. Consequences for failure of basic service providers to meet the Quality of Service benchmarks. - (1) If a basic telephone service provider fails to meet the Quality of Service benchmarks specified under sub-regulation (1) of regulation 3, it shall, without prejudice to the terms and conditions of its licence, or the Act or rules or regulations or orders made, or, directions issued, thereunder, be liable to pay an amount, by way of financial disincentive, not exceeding rupees fifty thousand per parameter, as the Authority may, by order, direct :

Provided that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the basic telephone service provider has been given a reasonable opportunity of representing against the contravention of the regulation observed by the Authority.

(2) If the compliance report furnished by a basic telephone service provider under sub-regulation (2) of regulation 3 is false and which such service provider knows or believes to be false or does not believe to be true, it shall, without prejudice to the terms and condition of its licence, or the Act or rules or regulations or orders made, or, directions issued thereunder, be liable to pay an amount, by way of financial disincentive, not exceeding rupees ten lakh per parameter for which such false report has been furnished, as the Authority may, by order, direct:

Provided that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the basic telephone service provider has been given a reasonable opportunity of representing against the contravention of the regulation, observed by the Authority.

(3) The amount payable by way of financial disincentive under these regulations shall be remitted to such head of account as may be specified by the Authority.]

4. Quality of Service parameters in respect of which compliance is to be monitored by the service provider. - (1) Every basic telephone service provider shall meet and monitor the following Quality of Service benchmarks for the basic telephone service (wireline) in respect of each specified parameter, namely:-

Serial

Number

Name of Parameter

Benchmark

Averaged over a period

(i)

 Provision of a telephone after registration of demand 

 100% in ≤ 7 days (subject to technical feasibility)

One quarter

(ii)

 Shift of Telephone Connection 

 ≤ 3 days (95% of requests to be attended within 3 days) 

One quarter

(iii)

 Grade of Service 

(a) Junctions between local exchanges - 0.002

(b) Outgoing junctions from Trunk Automatic Exchange (TAX) to local exchange - 0.005

(c) Incoming junctions from local exchange to TAX - 0.005

(d) Incoming or out going junctions between TAX's 0.005

(e) Switching network should be non-blocking or should have extremely low blocking probability.

One quarter

(2) The compliance of the Quality of Service benchmarks of each parameter for the basic telephone service (wireline) specified in sub-regulation (1) which are required to be monitored by the concerned service provider, need not be reported to the Authority.

(3) The basic telephone service provider shall maintain records of its compliance of the Quality of Service benchmarks of each parameter for the basic telephone service (wireline) specified in sub-regulation (1).

(4) The Authority may, if it considers it expedient so to do, and to ensure compliance of the provisions of sub-regulation (1), at any time, -

(a) direct any of its officers or employees or an agency appointed by the Authority to inspect the records maintained under sub-regulation (3); or,

(b) get the records maintained under sub-regulation (3) audited.

Section III

QUALITY OF SERVICE (QoS) PARAMETERS FOR CELLULAR MOBILE TELEPHONE SERVICE

5. Quality of Service parameters in respect of which compliance reports are to be submitted to the Authority. - (1) Every cellular mobile telephone service provider shall meet the following Quality of Service benchmarks for cellular mobile telephone service in respect of each specified parameter, namely:-

[Serial

Number

Name of Parameter

 

Benchmark

 

Method and Assessment period

 

A

Network Service Quality Parameters:

(i)

Network Availability

 

(a) Base Station Accumulated downtime (not available for service)

≤ 2%

On average basis over a period of one quarter

 

(b) Worst affected Base Station due to downtime

≤ 2%

On average basis over a period of one quarter

(ii)

Connection Establishment (Accessibility)

 

(a) Call Set-up Success Rate and Session Establishment Success Rate for Circuit Switched Voice or VoLTE as applicable (within licensee's own network)

≥ 95%

On average basis over a period of one quarter

 

(b) SDCCH/ Paging Channel Congestion / RRC Congestion

≤ 1%

On average basis over a period of one quarter

 

(c) TCH, RAB and E-RAB Congestion

≤ 2%

On average basis over a period of one quarter

(iii)

Connection Maintenance (Retainability)

 

(a) Network QoS DCR Spatial Distribution Measure [Network_QSD(90,90)]

≤ 2%

On percentile basis over a period of one quarter

 

(b) Network QoS DCR Temporal Distribution Measure [Network_QTD(97,90)]

≤ 3%

On percentile basis over a period of one quarter

 

(c) connections with good voice quality, Circuit Switched Voice Quality and Voice over LTE (VoLTE) quality

≥ 95%

On average basis over a period of one quarter

 

[(d) DL Packet Drop Rate

≤ 2%

On average basis over a period of one quarter]

 

[(e) UL Packet Drop Rate

≤ 2%

On average basis over a period of one quarter]

(iv)

 

Point of Interconnection (POI) Congestion (on individual POI)

≤ 0.5%

On average basis over a period of one quarter]

B

Customer Service Quality Parameters:

(v)

Metering and billing credibility - post paid

Not more than 0.1% of bills issued should be disputed over a billing cycle

One Billing Cycle

(vi)

Metering and billing credibility -- pre-paid

Not more than 1 complaint per 1000 customers i.e. 0.1% complaints for metering, charging, credit, and validity

One Quarter

(vii)

(a) Resolution of billing/ charging complaints

[≥ 98% within four weeks and 100% with six weeks]

One Quarter

 

(b) Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints

within 1 week of resolution of complaint

One Quarter

(viii)

Response Time to the customer for assistance

  

 

 

(a) Accessibility of call centre/ customer care

≥ 95%

One Quarter

 

(b)Percentage of calls answered by the operators (voice to voice) within [ninety seconds]

[≥ 95%]

One Quarter

(ix)

Termination/ closure of service

≤ 7 days

One Quarter

(x)

Time taken for refund of deposits after closures

100% within 60 days

One Quarter

[Note-1: The performance against benchmarks for the parameters listed under (i), (ii) and (iii) in the table shall be computed for all the cells, which are being used to provide Circuit Switched Voice or VoLTE service, in the License Service Area (LSA) in which a service provider is operating;

Explanation: In case, VoLTE service is provided by the service provider then DCR values for the cells of the eNodeBs will be included for the parameters listed under (iii) in the table and if only Circuit Switch based voice calls are provided then cells in the eNode Bs will not be included for the assessment purposes of parameter under (iii) in the table;

Note-2: All DCR values for the assessment period shall be considered for Percentile value computation for the parameter listed under (iii) (a) and (iii) (b) in the table except the cases enumerated in the table for list of 'DCR Codes (DC)' given in Note 5;

Note-3: DCR values of each cells for the computation of parameter listed under (iii) (a) and (iii) (b) of the table shall be computed, up to two decimal places, during Cell Bouncing Busy Hour;

Note-4: Blank DCR entries or entries filled with any value other than computed DCR value or entries filled with any code or text other than DCR codes specified in Note 5, shall be considered as non-submission of compliance report;

Note-5: DCR codes as given below in the table shall be used for the reasons and circumstances corresponding to the codes:

DCR Code

Stand for

Reason or circumstances

DNE

Does Not Exist

The cell was either not commissioned or de-commissioned in the middle of the assessment period and was not part of the network to serve the users in the network.

NOP

Not Operational

The cell was not in operation either due to planned shut down or force majeure condition or technical problem and thus not able to serve the users in the network.

NAV

Counter values Not Available

If the requisite counter values for computation of DCR for a Cell on a particular day could not be captured due to technical glitch although the cell was operational.

NDM

Computation of DCR Not Determinable or irrelevant

In case, DCR values are indeterminate or computed value is irrelevant for the purpose of assessment

Note-6: Authority may further add, modify or delete the list of DCR Codes, through directions issued from time to time;

Note-7: Usage of DCR codes for reasons and circumstances other than that as specified in Note 5 shall be treated as violation in terms of sub-regulation (3) of Regulation 5 of the principal regulations.]

(2) The compliance of the parameters specified in sub-regulation (1) shall be reported to the Authority by the service provider.

(3) The Authority may, from time to time, through audit and objective assessment of quality of service conducted either by its own officers or employees or through an agency appointed by it, verify and assess the performance by the cellular mobile telephone service provider of the Quality of Service benchmarks of each parameter for the cellular mobile telephone service specified in sub-regulation (1).

[5A. Consequences for failure of cellular mobile telephone service providers to meet the Quality of Service benchmarks. - (1) If a cellular mobile telephone service provider fails to meet the benchmark of parameter specified under serial number A of sub-regulation (1) of regulation (5), [other than the DCR related parameters i.e. Network_QSD (90,90) and Network_QTD(97,90);] it shall; without prejudice to the terms and conditions of its licence, or the Act or rules or regulations or orders made, or directions issued, thereunder, be liable to pay an amount, by way of financial disincentive, not exceeding rupees fifty thousand per parameter and in case of second or subsequent such contravention, to pay an amount not exceeding rupees one lakh per parameter for each contravention, as the Authority may, by order, direct:

Provided that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the cellular mobile telephone service provider has been given a reasonable opportunity of representing against the contravention of the regulation observed by the Authority.

[(1a) If a cellular mobile telephone service provider fails to meet the benchmark for the parameter ‘Network_QSD(90,90)’, specified under sub-regulation (1) of regulation (5), it shall without prejudice to the terms and conditions of its license, or the Act or rules or regulations or orders made, or directions issued thereunder, be liable to pay an amount, by way of financial disincentive, as given in the table below, for the contravention, reported by the service provider in its quarterly report:

Value of Network_QSD (90,90) in quarterly report

Amount of Financial Disincentives in rupees

More than 2% but not exceeding 4%

not exceeding One lakh

More than 4% but not exceeding 6%

not exceeding Two lakhs

More than 6% but not exceeding 8%

not exceeding Three lakhs

More than 8% but not exceeding 10%

not exceeding Four lakhs

More than 10%

not exceeding Five lakhs

Provided that if the service provider fails to meet the benchmark consecutively in two or more subsequent quarters, he shall be liable to pay, by way of financial disincentive, an amount not exceeding one and half times of financial disincentive payable, for the consecutive contravention and not exceeding twice the financial disincentive liable to be paid as specified in the table above for each consecutive contravention occurring thereafter:

Provided also that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the cellular mobile telephone service provider has been given a reasonable opportunity by representing against the contravention of the regulation observed by the Authority.

(1b) If a cellular mobile telephone service provider fails to meet the benchmark for the parameter ‘Network_QTD(97,90)’, specified under sub-regulation (1) of regulation (5), it shall without prejudice to the terms and conditions of its license, or the Act or rules or regulations or orders made, or directions issued there under, be liable to pay an amount, by way of financial disincentive, as given in the table below, for the first contravention, reported by the service provider in its quarterly report:

Value of Network_QTD (97,90) in quarterly report

Amount of Financial Disincentives in rupees

More than 3% but not exceeding 5%

not exceeding One lakh

More than 5% but not exceeding 7%

not exceeding Two lakhs

More than 7% but not exceeding 9%

not exceeding Three lakhs

More than 9% but not exceeding 11%

not exceeding Four lakhs

More than 11%

not exceeding Five lakhs

Provided that if the service provider fails to meet the benchmark consecutively in two or more subsequent quarters, he shall be liable to pay, by way of financial disincentive, an amount not exceeding one and half times of financial disincentive payable, for the consecutive contravention and not exceeding twice the financial disincentive, liable to be paid as specified in the table above, for each consecutive contravention occurring thereafter:

Provided also that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the cellular mobile telephone service provider has been given a reasonable opportunity by representing against the contravention of the regulation observed by the Authority.

(1c) The total amount payable as financial disincentives, under sub-regulation (1a) and (1b), shall not exceed rupees ten lakhs, in a quarter.

(1d) The Authority may, impose a lower amount of financial disincentive than the amount of financial disincentive payable as per the provisions in sub-regulation (1a) or (1b) or (1c), as the case may be; where it finds merit in the reasons furnished by the service providers:

Provided that the decision of the Authority in such circumstances shall be final and binding on the service providers.]

(2) If a cellular mobile telephone service provider fails to meet the benchmark of parameter specified under serial number B of sub-regulation (1) of regulation (5), it shall, without prejudice to the terms and conditions of its licence, or the Act or rules or regulations or orders made, or, directions issued, thereunder, be liable to pay an amount, by way of financial disincentive, not exceeding rupees fifty thousand per parameter, as the Authority may, by order, direct: Provided that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the cellular mobile telephone service provider has been given a reasonable opportunity of representing against the contravention of the regulation observed by the Authority.

(3) If the compliance report furnished by a cellular mobile telephone service provider under sub-regulations (2) of regulation 5 is false and which such service provider knows or believes to be false or does not believe to be true, it shall, without prejudice to the terms and conditions of its license, or the Act or rules or regulations or orders made, or, directions issued thereunder, be liable to pay an amount, by way of financial disincentive, not exceeding rupees ten lakh per parameter for which such false report has been furnished, as the Authority may, by order, direct:

Provided that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the cellular mobile telephone service provider has been given a reasonable opportunity of representing against the contravention of the regulation observed by the Authority.

(4) The amount payable by way of financial disincentive under these regulations shall be remitted to such head of account as may be specified by the Authority.]

6. Quality of Service parameter in respect of which compliance is to be monitored by the service provider. - (1) Every cellular mobile telephone service provider shall meet and monitor the following Quality of Service benchmarks for cellular mobile telephone service in respect of the specified parameter, namely:-

Serial Number

Name of Parameter

Benchmark

1

Service Coverage

For In-door coverage the signal strength at street level shall be ≥ -75  dBm and In-vehicle shall be ≥ -85  dBm.

[2.

Radio Link Timeout (RLT)

4 to 64]

(2) The compliance of the Quality of Service benchmarks of the parameter for the cellular mobile telephone service specified in sub-regulation (1) need not be reported to the Authority.

(3) The service provider shall,

(a) measure the service coverage through drive tests of the cellular mobile telephone network at periodic intervals and take remedial action to address problems related to coverage including interference, call drop and voice quality revealed during such drive tests;

(b) maintain the records of such drive tests and the action taken on the problems related to coverage including interference, call drop and voice quality revealed during such drive tests; and

(c) provide to the Authority or its authorized agency or representative, on demand, for verification, the records maintained as per clause (b) above.

(4) The Authority may, through drive tests of the cellular mobile telephone network conducted either by its own officers or employees or through an agency appointed by it or through joint drive tests with the service provider, assess the quality of the service coverage, and the service provider shall facilitate such drive tests.

(5) The service provider shall, suo motu, take all remedial action to rectify shortcomings or deficiencies, if any, detected during the joint drive tests referred to in sub-regulation (4) without waiting for any communication from the Authority and submit to the Authority -

(a) its action plan, within thirty days of such drive tests, for remedying the shortcomings or deficiencies; and

(b) its final compliance report within such time limit as indicated in the action plan or such reduced time limit as may be indicated by the Authority in response to the action plan of the service provider referred to in clause (a), as the case may be.

(6) In respect of a drive test conducted by the Authority under sub-regulation (4) either by its own officers or employees or through an agency appointed by it, the service provider shall submit to the Authority-

(a) its action plan for removal of the shortcomings or deficiencies, within thirty days of receipt by it of the communication from the Authority about such shortcomings or deficiencies based on such drive test; and

(b) its final compliance report within such time limit as indicated in the action plan or such reduced time limit as may be indicated by the Authority in response to the action plan of the service provider referred to in clause (a), as the case may be.

[(6a) The service provider shall keep records of those BTS with their locations, which were configured with Radio Link Timeout (RLT) values equal to or higher than 48 for a period of more than 3 consecutive days. Service provider shall maintain the records of valid reasons or justification for keeping RLT equal to or more than 48 for each Cell of BTS and provide it to the Authority or its authorized agency or representative, on demand, for verifications.]

(7) The Authority may, if it considers it expedient so to do, and to ensure compliance of the provisions of sub-regulation (1), at any time,-

(a) direct any of its officers or employees or an agency appointed by the Authority to inspect the records maintained under sub-regulation (3); or,

(b) get the records maintained under sub-regulation (3) audited.

[6A. Duration of alert for the called party. - (1) The time duration of alert for an incoming voice call, which is neither answered nor rejected by the called party, shall be thirty seconds for Cellular Mobile Telephone Service and sixty seconds for Basic Telephone Service.

(2) The terminating network shall, on expiry of thirty seconds in case of Cellular Mobile Telephone Service and sixty seconds in case of Basic Telephone Service, release the incoming voice call and transmit the call release message to the originating network:

Provided that the originating network may release an unanswered call after ninety seconds in case the call release message is not received from the terminating network.]

Section IV

CUSTOMER PERCEPTION OF SERVICE FOR BASIC TELEPHONE SERVICE (WIRELINE) AND CELLULAR MOBILE TELEPHONE SERVICE

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 %

Section V

Record Keeping, Reporting And Publication Of Quality Of Service Performance

8. Record Keeping. - (1) Every service provider shall maintain documented process of collection of data for each Quality of Service parameter specified by the Authority in regulation 3, regulation 4, regulation 5 and regulation 6 and submit to the Authority, within sixty days of notification of these regulations, the documented process of collection of data of each Quality of Service parameter, indicating the correlation with the primary data which are derived from system counters or codes in Operation and Maintenance Centre or Network Management System or Mobile Switching Centre or telephone exchange, along with record keeping procedure.

(2) Every service provider shall maintain complete and accurate records of its compliance of benchmark of each Quality of Service parameter specified in regulations 3, regulation 4, regulation 5 and regulation 6 in such manner and in such formats as may be directed by the Authority, from time to time.

(3) The Authority may, from time to time, either by order or by direction, specify uniform record keeping procedures and formats, including guidelines on measurement methodology for various Quality of Service parameters specified in these regulations, to be followed by the service providers.

(4) The Authority may, if it considers it expedient so to do, and to ensure compliance of the provisions of sub-regulations (2) and (3), at any time, direct any of its officers or employees or an agency appointed by the Authority to inspect the records maintained under sub-regulations (2) and (3) or to get such records audited.

(5) The Authority may, if it considers it expedient so to do, require the concerned service provider to get the records maintained by it under sub-regulations (2) and (3) audited through an agency as may be specified by the Authority and submit the report in respect of such audit to the Authority and the cost of such audit shall be borne by the concerned service provider.

9. Reporting. - Every service provider shall submit to the Authority its compliance reports of benchmarks in respect of each Quality of Service parameter specified under regulation 3 and regulation 5 in such manner and format, at such periodic intervals and within such time limit as may be specified by the Authority, from time to time, by an order or direction.

[9A. Consequences for failure of the service providers to submit compliance report. - (1) If a service provider contravenes the provisions of regulation 9, it shall, without prejudice to the terms and conditions of its licence, or the provisions of the Act or rules or regulations or orders made, or, directions issued, thereunder, be liable to pay an amount, by way of financial disincentive, not exceeding rupees five thousand for every day during which the default continues, as the Authority may, by order, direct:

Provided that no order for payment of any amount by way of financial disincentive shall be made by the Authority unless the service provider has been given a reasonable opportunity of representing against the contravention of the regulation observed by the Authority.

(2) The amount payable by way of financial disincentive under these regulations shall be remitted to such head of account as may be specified by the Authority.]

10. Publication. - (1) The Authority may publish, in such manner and in such format, as may be decided by the Authority from time to time -

(a) the compliance reports of benchmarks of each Quality of Service parameter reported to it by the service providers in accordance with regulation 9;

(b) the results of the audit and objective assessment of Quality of Service undertaken by the Authority or its authorised agency as per sub-regulation (3) of regulation 3 , sub-regulation (3) of regulation 5 and sub-regulations (4) and (5) of regulation 8; and

(c) the results of the customer satisfaction surveys undertaken by the Authority as per regulation 7 -

through its website or through press releases or through advertisements in the newspapers, for the information of the general public.

(2) Every service provider shall publish, for the information of the consumers, its performance with respect to the benchmark of Quality of Service parameter specified in regulation 3, regulation 4, regulation 5 and regulation 6, in such manner and in such format, as may be directed by the Authority from time to time.

11. Review. - (1) The Quality of Service parameters specified in regulation 3, regulation 4, regulation 5, regulation 6 and regulation 7 may be reviewed by the Authority from time to time.

(2) The Authority, on reference from any affected party for good and sufficient reasons, may review and modify these regulations.

12. Over-riding Effect. - Wherever higher quality parameter has been stipulated as a condition of licence, the Quality of Service as required by the licence shall have precedence over the parameters specified in these regulations.

13. Repeal and Saving. - (1) The Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005) is hereby repealed.

(2) Notwithstanding such repeal, anything done or any action taken under the said Regulation shall be deemed to have been done or taken under the corresponding provisions of these regulations.

14. Interpretation. - In case of any doubt regarding interpretation of any of the provisions of these regulations, the clarification of the Authority shall be final and binding.

Bare Acts Live

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