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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.

Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005

Published vide Notification Gazette of India, Extra., Part 3, Section 4, dated 8.7.2005.

1704

File No. 305-2/2005 (QoS) Vol. II, dated 1.7.2005. - In exercise of the powers conferred upon it under section 36 read with paras (i) & (v) of clause (b) of sub section (1) of section 11 of TRAI Act 1997, the Telecom Regulatory Authority of India hereby makes the following Regulation, namely:

1. Short title, extent and commencement. - (i) This regulation shall be called `Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services , 2005 (11 of 2005)(hereinafter the `Regulation').

(ii) This regulation shall be applicable to all the Basic Service Providers, Unified Access Service Providers and Cellular Mobile Telephone Service Providers, including Mahanagar Telephone Nigam Limited/Bharat Sanchar Nigam Limited.

(iii) This regulation shall come into effect from the date of its publication in the Official Gazette.

2. Definitions. - In this Regulation, unless the context otherwise requires:

(i) `Act' means the Telecom Regulatory Authority of India Act, 1997.

(ii) `Authority" means the Telecom Regulatory Authority of India.

(iii) `Basic Telecommunication Services' means services derived from a Public Switched Telephone Network (PSTN) & as specified in the license.

(iv) `Cellular Mobile Telephone Services' means services derived from a Public Land Mobile Network (PLMN) & as specified in the License. This includes both Cellular Mobile Telephone Service provided through GSM and CDMA Technology.

(v) `CDMA ' means Code Division Multiple Access.

(vi) `GSM' means Global System for Mobile Communications.

(vii) `Licence' means a licence granted or having effect as if granted under section 4 of the Indian Telegraph Act 1885 and Indian Wireless Act 1933.

(viii) `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.

(ix) `Message' means anything falling within paragraph 3 section 3 of the Indian Telegraph Act.

(x) `Operator means any person who is authorized by the Licensor to run a relevant connectable system.

(xi) `Public Land Mobile Network' means a network set up and operated by the licensed operator(s) including Mahanagar Telephone Nigam Limited and Bharat Sanchar Nigam Limited, for the specified purpose of providing land based mobile communication services to the public. It provides communication facilities to subscribers using mobile set.

(xii) 'Public Switched Telephone Network' means a network set up and operated by Mahanagar Telephone Nigam Limited / Bharat Sanchar Nigam Limited, or other licensed Basic Service Providers for the specified purpose of providing fixed communication between subscribers using telephone sets/accessories.

(xiii) `Quality of Service' is the main indicator of the performance of a telephone network and of the degree to which the network conforms to the stipulated norms. The subscriber's perception of the Quality of Service (QoS) is determined by a number of performance factors. The most important of these have been specified in this regulation.

(xiv) `Service Provider' means a licensee of Basic, Cellular Mobile Telephone and Unified Access Services and also includes the Bharat Sanchar Nigam Limited & Mahanagar Telephone Nigam Limited.

(xv) `TRAI' means Telecom Regulatory Authority of India constituted under TRAI Act, 1997.

(xvi) `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.

(xvii) `Time Consistent Busy Hour (TCBH)'. - 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. ITU recommends analysis of 90 days to establish TCBH.

3. Purpose of laying down Quality of Service Parameters. - The purpose of laying down Quality of Service Parameters is to :-

(i) 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.

(ii) 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.

(iii) Generally protect the interests of consumers of telecommunication services.

4. Quality of Service (QoS) Parameters. - The service provider is required to meet the quality of service parameters as laid down below :-

(i) For Basic Service (wire line) -

Sl. No.

Parameters

Benchmarks

Averaged over a period of

1.

Provision of a telephone after registration of demand

100% cases in <7 days, subject to technical feasibility

One quarter

2.

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

By 31st March 2007: <5 and By 31st March 2008: <3

One quarter

3.

Fault repair by next working day

By next working day: >90% and within 3 days: 100%.

One month

 

 

Rent Rebate

 

 

(a) Faults pending for >3 days and <7 days:

 

 

(b) Rent rebate for 7 days.

 

 

(c) Faults pending for >7 days and <15 days:

 

 

(d) Rent rebate for 15 days

 

 

(e) Faults pending for >15 days: rent rebate for 1 month

 

4.

Mean Time To Repair (MTTR)

<8 Hrs

One month

5.

Grade of Service

(a) Junction between local exchanges - 0.002

 

 

 

(b) Outgoing junctions from 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

 

6.

Call Completion Rate within a local network Should be better than

>55%

 

7.

Metering and billing credibility

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

One Billing Cycle

8.

Customer Care (Promptness in attending to customers requests) 95% of requests

 

 

 

- Shifts

< 3 days

One month

 

- Closures

<24 Hrs.

One month

 

- Additional Facility

<24 Hrs.

One month

9.

Response Time to the customer for assistance

(i) % age of calls answered (electronically):

One month

 

 

within 20 seconds = 80%

 

 

 

within 40 seconds = 95%

 

 

 

(ii) % age of calls answered by operator(voice to voice):

 

 

 

within 60 seconds = 80%

 

 

 

within 90 seconds = 95%

 

10.

Time taken for refund of deposits after closures

100% within 60 days.

One Quarter

11.

Customer perception of services

 

 

(i)

% satisfied with the provision of service

>95

 

(ii)

% satisfied with the billing performance

>90

 

(iii)

% satisfied with help services

>90

 

(iv)

% satisfied with network performance, reliability and availability

>95

 

(v)

% satisfied with maintainability

>95

 

(vi)

Overall customer satisfaction

>95

 

(vii)

Customer satisfaction with offered supplementary services % satisfied

>95

 

(ii) For Basic Service (Wireless) and Cellular Mobile Telephone Service:

Sl. No.

Parameters

Benchmarks

Averaged over a period of

 A.  Network Performance

(i)

Accumulated down time of Community Isolation

<24 hours

One quarter

(ii)

Call set-up Success Rate (within licensees own network)

>95%

One quarter

(iii

Service Access Delay

Between 9 to 20 seconds depending upon number of paging attempts (Average of 100 calls =< 15 sec)

One quarter

(iv)

Blocked Call Rate

(i) SDCCH Congestion < 1 %

One Month

 

 

(ii)TCH Congestion < 2 %

 

(v)

Call Drop Rate

<3%

One quarter

(vi)

Percentage of connections with good voice quality

>95%

One quarter

(vii)

Service Coverage

In door >= -75 dBm

 

 

 

In-vehicle >= -85 dBm

 

 

 

Out door in city >= -95 dBm

 

(viii)

POI Congestion

<0.5%

One Quarter

B. Customer Help Lines:

(i)

Response time to the customer for assistance

(i) % age of calls answered (electronically) :

One month

 

 

within 20 seconds = 80%

 

 

 

within 40 seconds = 95%

 

 

 

(ii) % age of calls answered by operator (voice to voice):

 

 

 

Within 60 seconds = 80%

 

 

 

Within 90 seconds = 95%

 

C.  Billing Complaints

(i)

Billing complaints per 100 bills issued

<0.1%

One quarter

(ii)

% of billing complaints resolved within 4 weeks

100%

One quarter

(iii)

Period of all refunds / payments due to customers from the date of resolution of complaints as in (ii) above

< 4 weeks

One quarter

D.  Customer perception of service

(i)

% satisfied with the provision of service

>95

 

(ii)

% satisfied with the billing performance

>90

 

(iii)

% satisfied with help services

>90

 

(iv)

% satisfied with network performance, reliability and availability

>95

 

(v)

% satisfied with maintainability

>95

 

(vi)

Overall customer satisfaction

>95

 

(vii)

Customer satisfaction with offered supplementary services % satisfied

>95

 

5. Review. - (i) The Quality of Service parameters given in regulation 4 may be reviewed by the Authority from time to time.

(ii) The Authority, on reference from any affected party, and for good and sufficient reasons, may review and modify this regulation.

6. Explanatory Memorandum. - This regulation contains at Annex, an explanatory memorandum, which explains the background and reasons for its issuance.

7. 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 override the parameters given herein.

8. Repeal and Saving. - (i) Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2000 (2 of 2000) is hereby repealed.

(ii) Notwithstanding such repeal, anything done or any action taken under the said Regulation shall be deemed to have been done or taken under this Regulation.

9. Interpretation. - In case of any doubt regarding interpretation of any of the provisions of this Regulation, the clarification of the Authority shall be final and binding.

Explanatory Memorandum

BACKGROUND

1. In July 2000, a Regulation was issued by TRAI, which defined the quality of service parameters and their benchmarks for Basic and Cellular Mobile services. This "Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2000" was issued on 5th July 2000 under the provisions of Section 111(b)(v) of TRAI Act, 1997. The benchmarks were defined to be achieved in the short term, medium term and long term corresponding to periods 12, 24 and 48 months for Basic Services and 12, 24 and 36 months for Cellular Mobile Services from the date of issue of Regulation. Thus, even the long-term period expired in July 2003 for cellular services and July 2004 for basic services. TRAI has been carrying out regular reviews of the status of quality of service of the networks of all operators. The performance was found to be very poor for basic service networks, especially the ones that were predominantly wire line networks. In the case of cellular operators, while about 75 percent of operators were meeting most of the parameters, there was still the problem of several other parameters not being met. Several rounds of discussions were held with the various operators. It became quite evident that in the case of wire line basic operators, the network conditions were very poor and the possibility of meeting these targets within the stipulated time frame for the huge networks of the incumbent was not feasible since extensive rehabilitation work was required. Though the rehabilitation work was being carried out by the incumbents in particular, but the rate at which this was being carried out was far from satisfactory. In particular, difficulty was being experienced for the provisioning of new connections, fault incidences and call completion rate within the network. In the case of cellular networks, it was found that while an extensive attempt had been made to cover all relevant parameters and lay down benchmarks for them in the present Regulation, however, certain important parameters were inadvertently left out and some other parameters, which had become unimportant as the result of technological developments had remained. Feedback had also been obtained from the agency hired by TRAI, which was carrying out the actual field measurements. Feedback was also being received regarding the need to monitor some new parameters in particular, those that reflect the call completion rates between networks, etc.

2. From the discussions with the operators it emerged that two approaches are possible, one in which the old Regulation had been retained as it is with its limitations in regard to reflecting the true picture of the network and imposing fines through the intervention of the competent authority to ensure achieving of these benchmarks. The other alternative was to allow the operators additional time to carry out the completion of network up gradation to achieve the benchmarks.

3. The Authority after extensive deliberations some of which are reflected in the following paragraphs, has come to the conclusion that in the first instance better results can be obtained by all parties co-operating together, considering that some of these parameters had already been accepted by all the operators in the "Common Charter of Telecom Services, 2005". With this approach in view, and also in accordance with the clause (i) and (ii) of section V of the "Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2000", the Authority decided to review the existing parameters and also to introduce some new parameters. The Authority had issued a Consultation Paper on the various issues relating to quality of service on 22nd February 2005 and held an Open House Session on 6.5.2005. The Authority considered the comments received from stakeholders while finalizing the Regulation.

BASIC SERVICES

1. In respect of QOS parameters for Basic Services, this regulation covers all key parameters. However, in view of changed telecom scenario, availability of state of the art digital exchanges and gradual phasing out of operator assisted service, parameters like Dial Tone Delay, Percentage of repeat faults, Response time to other operator assisted services, Operator Assisted Trunk Calls which were present in the Regulation dated 5th July, 2000 have been deleted. The Parameters `Response Time to the Customer for Assistance' reflects the speed in which a call is answered either by the operator or by the IVR system provided by the service provider and this parameter has been added to address the problems of the customers who often try again and again for connecting to operator assistance number. Time taken for refund of deposit after closures' has been added in this regulation to ensure that the operator makes the refund of deposit within the prescribed period after closure.

2 During consultation process all the stakeholders have suggested that the parameters for basic service using wireless should be same as that of cellular mobile service as parameters like fault incidences, fault repair etc. are not applicable to a fixed wireless phone. At the same time all the network related parameters of mobile service would be applicable for fixed wireless terminal. The Authority has, therefore, accepted the suggestion that the parameters for basic service using wireless should be same as that of cellular mobile service.

3. There is no change in the provision for customer survey through opinion polls to assess their perception of the quality of service. The same Parameters of subjective assessment have been retained to make the survey more customer centric.

4. All the measurements of engineering standards such as Grade of Service (GOS) are to be carried out in the Time Consistent Busy Hour (TCBH) as specified by ITU-T.

5. In respect of the parameter "provision of a telephone after registration of demand (Sl. No. 1, Section IV of the Regulation)' only those exchange areas where telephone is available on demand will be taken in to account. The operators should specify such areas and the same should be widely publicised. In order to ensure that applications for telephone connections are, registered without any discrimination, it is mandatory for the service provider to register all demands for telephones and give registration number to the prospective customer. If the telephone can be provided on demand, the same should be provided within the time frames indicated in the Regulation. In all other cases, waiting list should be maintained and connections released in a nondiscriminatory manner as per the waiting list, objectively predetermined for various categories.

6. The prevailing benchmark for number of faults per 100 subscribers per month is < 3. Considering the views of the Basic Service Operators and their present network conditions, time period up to March, 2008 has been allowed to achieve the present benchmark of <3 and the benchmark has been relaxed to <5 to be achieved by March, 2007.

7. In the parameter "fault repair by next working day", only those complaints, which have been registered till the close of the business hours of that day, will be taken into account. Complaints registered after the business hours will be taken as being registered in the next day business hours. This Regulation stipulates refund of rental for compensating the customer for faults not attended for a long period.

8. Network performance parameters like grade of service and call completion rate (CCR) shall be measured on sample basis by the Authority from time to time, directly or if it so chooses, through an independent agency. These measurements shall be taken in the Time Consistent Busy Hour (TCBH).

9. The Authority shall also audit/inspect, either directly or through an independent agency, the records relating to the reporting of compliance to the QOS parameters. The Authority shall also, if it so chooses, require the service provider to get the reports submitted to the Authority audited, at its own cost, through independent and qualified agencies.

10. Customer perception regarding telecom service shall be measured through customer survey conducted by the Authority through an independent agency. The results of this survey may be made public for the information of the customers to generate healthy competition amongst service providers to improve service.

11. The metering and billing credibility parameters have been specified for online charging systems as well as for offline Billing Software system. It includes charging errors in preparation of telephone bills by the operator.

12. Call Completion Rate:- (CCR) Call completion rate is defined as the ratio of the number of completed calls to the number of call attempts. Not all call attempts result in effective calls i.e. called party answers. A variety of reasons such as called line busy, no answer and congestion in the network as well as subscriber behaviour like premature release wrong dialing etc. are responsible for the failure. Congestion or blocking occurs due to either node or link congestion in the network due to paucity of resources both hardware and software to handle the call.

13. Grade of Service:- This is defined as ratio of lost calls to total call attempts offered to a group of junctions. The smaller the value of grade of service, the better is the service. 0.002 grade of service means that two calls in one thousand calls or one call in every five hundred calls may be lost.

14. During the consultation process, it had been proposed to seek more powers for TRAI through amendment in the TRAI act, 1997 in order to enable it to more effectively enforce the quality of service norms. The issue was further examined during consultation process and it appears possible to impose fines on defaulters by making appropriate recommendations to the licensor. The TRAI would henceforth, pursue this route to check defaulters.

Basic Wireless and Cellular Services

1. The basic wireless and cellular QOS parameters have been divided into four categories viz. (i) Network performance (ii) Customer Help Lines (iii) Billing complaints and (iv) Customer Perception regarding Services.

The network performance deals with technical parameters and includes parameters viz. "Call set up success rate, service access delay, blocked call rate, call drop rate, measurement of voice quality, service coverage and congestion in the network". These shall be measured during the Time Consistent Busy Hour (TCBH). The fault incidence and repair parameters have been deleted, as these parameters are not relevant to mobile services.

The customer help line includes parameters, which reflects the speed with which a call to the customer care center is answered by either an IVR system or by an operator.

Billing complaints deals with the percentage of complaints received related to billing, time taken for the resolution of the complaints and also time for making the refund to the customer.

The customer perception regarding the service has seven parameters, which lays down the benchmarks for the customer satisfaction about different aspects of the service being provided.

2. New Parameters introduced in the Regulation. -

(i) Call Set up Success Rate (CSSR). - The parameter Call Set Up Success Rate has been introduced in this Regulation in place of the prevailing parameter "Call Success Rate" as it was seen that there is no standard measurement possible for this parameter and different operators had been measuring it differently. Call Setup Success Rate is defined as the ratio of Established calls to Call attempts. Established Calls means the following events have happened in call setup:

(i) Attempt is made

(ii) The TCH is allocated &

(iii) The call is routed to the outwards path of the concern MSC.

Thus this includes complete signaling in the call setup process and does not aim to measure the performance of the called exchange or that of the Point of Interconnection (PoI).

(a) CSSR calculation should be measured using OMC generated data only.

(b) Measurement should be only in Time Consistent Busy Hour for all days of week.

(ii) Blocked Call Rate. - Blocked call means a call that is not connected because there is no free channel to serve a call attempt. Numbers of blocked calls are those times where there is no free channel to serve a call attempt. Hence this parameter represents congestion in the network. The congestion may be at SDCCH level or TCH level. This objective parameter is an accepted engineering level for determining the hardware and software requirements in any network. Hence, this parameter has been included in the regulation. This parameter should be measured using OMC generated data only in Time Consistent Busy Hour (TCBH). In case of the CDMA networks, in place of SDCCH congestion, it is proposed to measure Paging channel congestion with the same benchmark.

(iii) Service Coverage. - This parameter will be measured through drive test on a sample basis for assessing the network coverage in cities where the service of the operator is available. This parameter is not to be reported to TRAI by the service providers. However, the assessment of the network converge will be done by TRAI during the drive test of the mobile network. The coverage strength shown as benchmarks is a measurement at street level.

(iv) POI Congestion. - During consultation process the service providers had suggested that there should be a parameter on POI congestion. The Authority has considered this suggestion and has decided to include this parameter in this Regulation for out going traffic.

3. Voice quality. - The quality of voice in cellular mobile telecom services (GSM), is measured on a scale from 0 to 7. As the quality deteriorates, this value increases. The quality of the voice is considered to be good, if this value remains between 0 and 4. However, this value may be between 0 to 5 for the network where Frequency hopping phenomenon is used.

In case of CDMA, the fundamental performance measure for voice quality is the Frame Error Rate (FER). It is the probability that a transmitted frame will be received incorrectly. The frame includes signaling information and error detection bits as well as user voice/data. This metric includes the error detection/correction coding inherent in the system.

Good voice quality is 0-4 % FER value. - For FER of 4% for CDMA EVRC System, the Speech Quality Rating is MOS score of 3.6. Further, for Bit Error Rate of Rx Qual 0 to 4 for GSM EFR system, the Speech Quality Rating is MOS score of 3.4.

(4) Group Access Delay. - It comprises of the following :-

(a) Time to connect Call. - Telecom engineering Centre (TEC) test schedule has specified this time as the time between " Pressing the send button " and " getting ring back tone". This should not exceed four seconds.

(b) Time to confirm instruction to connect. - This will be defined as the maximum time from initiating the call set up command to when this is acknowledged to the user.

(c) Time to release call. - The maximum time from initiating the disconnect command to when this command is passed on to the called network. This should not exceed 2 seconds.

(d) Time to alert Mobile Set. - The maximum time from when the PLMN receives a call for a Mobile Set (assumed to be within the coverage area) to when the alert is energized. This time period is 4-15 seconds depending upon the number of paging attempts.

The value of Group Access Delay should be between 9-20 seconds

5. Call Drop Rate. - It is defined as ratio of calls lost after establishment to all established calls. This shall include calls dropped due to failure of handover, radio loss and network congestion.

6. Accumulated downtime of community isolation. - This shall be defined as the accumulated downtime due to community isolation lasting for more than one hour i.e. failure of entire exchange area resulting from trunk failure, switch failure, Base Station failure.

7. Handover. - It means the action of switching the call in progress from one radio channel to another radio channel and is used to allow established calls to continue by switching them to another radio source, e.g. when mobile station moves from one base station area to another.

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Headlines with Full Text of Cases!
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Searchable Back Volumes from 1950 !
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Searchable Back Volumes !
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With Searchable Back Volumes from 1950 !
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