Question : QUALITY SERVICE BY TELEPHONE COMPANIES

(a) whether all telephone companies are not able to provide quality service to their customers specially in the case of Cellular Mobile Service;

(b) if so, the details thereof;

(c) whether the Telecom Regulatory Authority of India (TRAI) has issued any guidelines regarding providing quality service to its customers;

(d) if so, the details thereof;

(e) whether the Government is aware that telephone companies are not following the above guidelines; and

(f) if so, the steps taken or proposed to be taken to provide quality service to the customers?

THE MINISTER OF STATE IN THE MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY (DR. SHAKEEL AHMAD)

(a) & (b): The performance monitoring reports of the mobile service providers for the quarter ended December, 2004, showed that some of the operators have not met the benchmarks prescribed for certain parameters. The quality of service performance report of the mobile operators for quarter ended December, 2004 is given in Annexure.

(c) & (d): TRAI, through a regulation has prescribed the quality of service benchmarks for a number of key parameters for basic and cellular services in the year 2000 and the same has been published in the Gazette of India on 14-07-2000.

(e) & (f): TRAI has been continuously monitoring the performance of the Basic and Cellular mobile service providers vis-à-vis the benchmarks for various parameters. TRAI also had meetings with the Senior Management of mobile operators with regard to deficiency in quality of service noticed in the reports for quarter ending June and September, 2004. The operators reported that due to rapid growth in the subscriber base, there were some deficiency in their network and they are in the process of augmenting their networks. TRAI is currently reviewing the QoS parameters for which, a consultation paper has already been released. The paper has suggested to include certain new parameters for measuring the quality of service. Government telecom operators viz. BSNL and MTNL are constantly optimizing their mobile network and continuously striving to ensure performance as per the Quality of Service parameters prescribed by TRAI.

ANNEXURE

Details QoS Parameters for Cellular Services as reported by CMSPs for the quarter ending 31st March 2004

Sl. Operators with Fault incidence & Network Performance Billing complaints
No. Circles Repair

(i) 
(ii) 
(iii) 
(i) 
(ii) 
(iii) 
(iv) 
(i) 
(ii) 
(iii)

No.	Faults	Accumul	Call	Servic	Call % of Complai % of	Period of	of	cleared ated	Succes	e Drop	connec nts per	compla	all	faul	within down	s Rate	Access Rate tion 100	ints	refunds/paym	ts	24 hrs	time of	(withi	Delay	with bills	resolv	ent due to	(per	communi n	good issued	ed	customers	100	ty	licenc	voice within	from the	subs	isolati	ees	qualit 4	date of	crib	on	own	y	weeks	resolution	ers)	network)	of complaints	as in 
(ii) above.
(I) ‘A’ Circle 99%	9 to 
(II) B` Circle

21 Escotel Mobile, 0.27 100.00% 1.14 99.94% 14 Sec 1.30 97.50% 0.12% 100.00 28
KR % Hrs % % Days
22 BPL Cellular, 0.00 100.00% 6.13 99.07% 8.89 1.16 100.00 0.00% 100.00 28
KR % Hrs Sec % % % Days
23 BSNL, KR 1.80 94.00% 99.36 87.21% 17.28 1.54 87.00% NA 85.00% 30	% Hrs Sec % Days
24 Bharti 0.12 100.00% 18 Hrs 99.01% 18.26 1.78 99.30% 0.10% 100.00 4
Cellular, KR % Sec % % Days
25 Spice Comm., PB 0.25 98.60% 0 98.50% 7 Sec 1.25 97.50% 0.02% 100.00 1 Day	% % %
26 Bharti Mobile, 0.03 100.00% 4.1 Hrs 99.20% 10 Sec 1.50 99.60% 0.07% 100.00 1 Day
PB % % %
27 BSNL, PB 0.00 95.08% 545 Hrs 98.00% 4.8 0.67 91.00% 2.69% 95.42% 98%	% Sec %
28 Escotel Mobile, 0.21 100.00% 14.15 99.72% 15 Sec 1.31 99.11% 0.05% 100.00 28
HR % Hrs % % Days
29 Aircel 0.02 99.80% 29.26 99.72% 8.7 1.83 99.80% 0.26% 78.00% 8
Digilink, HR % Hrs Sec % Days
30 BSNL, HR 0.60 99.63% 17 Hrs 95.20% 5.6 2.86 97.25% 0.19% 100.00 21	% Sec % % Days
31 Bharti 0.08 100.00% 4.2 Hrs 99.30% 9 Sec 1.60 99.70% 0.07% 100.00 1 Day
Cellular, HR % % %
32 Escotel Mobile, 0.10 100.00% 11.23 99.50% 12.7 1.27 95.95% 0.29% 100.00 28
UP(W) % Hrs Sec % % Days
33 BSNL, UP(W) 1.00 85.00% NA 100.00 17.38 2.69 98.50% 0.24% 100.00 NA	% % Sec % %
34 Bharti 0.75 100.00% 18.4 99.42% 12 Sec 1.84 96.40% 0.09% 100.00 28
Cellular, UP(W) % Hrs % % Days
35 Aircel
Digilink, UP(E)
36 BSNL, UP(E) 0.60 99.17% 3 Hrs 96.00% 4 Sec 2.73 94.00% 0.08% 100.00 NA	% % %
37 Aircel 0.01 52.00% 89.3 100.00 8.7 1.76 97.53% 0.07% 100.00 16
Digilink, RJ % Hrs % Sec % % Days
38 Hexacom, RJ 1.09 67.52% 87.4 98.10% 6 Sec 1.45 92.02% 0.03% 100.00 1 Day	% Hrs % %
39 BSNL, RJ 0.60 92.35% 8.86 98.51% 5.38 1.65 93.37% 0.65% 92.92% 28	% Hrs Sec % Days
40 IDEA Cellular, 0.20 98.50% 43.2 99.07% 12.32 1.13 97.95% 0.85% 100.00 28
MP % Hrs Sec % % Days
41 Reliance, MP 0.01 100.00% 17.36 100.00 8.73 2.75 96.96% 0.04% 100.00 1 Day	% Hrs % Sec % %
42 BSNL, MP 1.20 96.48% NA 94.41% 2.59 1.29 99.00% 0.06% 100.00 28	% Sec % % Days
43 Bharti 0.00 100.00% .5 Hrs 99.91% 13.44 0.83 99.03% 0.09% 100.00 14
Cellular, MP % Sec % % Days
44 Reliance, WB 1.01 100.00% 21.42 99.00% 9.26 2.66 97.92% 0.00% NA NA	% Hrs Sec %
45 BSNL, WB 0.90 100.00% Nil 99.15% 5.66 2.73 98.65% 0.00% 100.00 Nil	% Sec % %
(III) C` Circle 
46 Bharti Telenet, 0.06 100.00% 4.4 Hrs 99.04% 10 Sec 1.65 99.80% 0.06% 100.00 1 Day
HP % % %
47 Reliance,HP 0.12 100.00% 21.15 100.00 7.55 1.96 99.09% 0.00% 100.00 10	% Hrs % Sec % % Days
48 BSNL,HP 1.10 77.58% Nil 85.85% 6.1 3.24 91.40% 0.19% 100.00 NIL	% Sec % %
49 Reliance, BR 0.02 100.00% 53.74 99.00% 8.64 2.02 95.67% 0.00% 100.00 7	% Hrs Sec % % Days
50 BSNL, BR 0.06 85.30% 9 Hrs 97.27% 7.27 1.40 92.95% 0.09% 99.90% 28	% Sec % Days
51 Reliance, 0.14 100.00% 11.10 99.72% 8.44 2.27 97.20% 0.00% 100.00 NA
ORISSA % Hrs Sec % %
52 BSNL, ORISSA 0.36 89.96% 100.87 82.25% 7 Sec 2.47 96.00% 0.70% 100.00 NIL	% Hrs % %
53 Reliance, AS 0.00 100.00% Nil 99.00% 9.86 2.08 96.85% 0.08% 100.00 NA	% Sec % %
54 BSNL, J&K 0.70 NA 16 Hrs 48.00% 16 Sec 2.30 96.00% 0.12% 100.00 NA	% % %
55 Reliance,NE 0.00 100.00% 0 99.00% 9.5 1.33 99.02% 0.02% 100.00 2	% Sec % % Days
(IV) METRO 
56 Bharti 0.34 100.00% 0 99.32% 12 Sec 1.87 96.13% 0.10% 100.00 28
Cellular, Delhi % % % Days
57 Hutchison 1.00 100.00% 0 99.98% 10 Sec 1.38 95.25% 0.03% 100.00 28
Essar, Delhi % % % Days
58 MTNL, Delhi 0.18 98.00% 0 98.20% 13 Sec 1.01 99.00% 0.10% 100.00 28	% % % Days
59 IDEA Cellular, 0.15 98.77% 0 99.98% 7 Sec 1.30 97.06% 0.20% 100.00 30
Delhi % % % Days
60 BPL Mobile, 0.32 100.00% 4.03 94.82% 16.5 1.64 98.80% 0.10% 100.00 40
Mumbai % Hrs Sec % % Days
61 Hutchison Max, 0.32 100.00% 24 Hrs 100.00 10 Sec 1.56 96.85% 0.00% 100.00 28
Mumbai % % % % Days
62 MTNL, Mumbai 0.01 100.00% 0 98.50% 11.66 1.62 97.33% 0.01% 99.33% 42	% Sec % Days
63 Bharti 0.40 100.00% 0 99.10% 9 Sec 1.48 97.00% 0.08% 100.00 25
Cellular, % % % Days
Mumbai
64 Aircel Cellular 0.22 100.00% 3.4 Hrs 10.00% 14.5 1.44 95.10% 0.40% 100.00 28
Ltd, Chennai % Sec % % Days
65 Bharti Mobinet, 0.06 99.00% 0 99.50% 11.2 0.89 96.28% 0.10% 100.00 4
Chennai % Sec % % Days
66 Hutchison 1.00 100.00% 0 100.00 9.2 0.73 98.60% 3.70% 92.00% 30
Essar, Chennai % % Sec % Days
67 Bharti Mobinet, 0.46 100.00% 0 99.66% 15 Sec 1.59 97.13% 0.10% 100.00 28
Kolkata % % % Days
68 Hutchison, 0.02 100.00% 8.98 99.75% 17 Sec 0.97 96.36% 0.10% 100.00 28
Kolkata % Hrs % % Days
69 BSNL, Kolkata 4.60 86.63% 0 98.44% 7 Sec 1.56 98.36% 0.50% 100.00 NIL	% % %
70 BSNL, Chennai 0.52 100.00% Nil 98.61% 12.2 0.54 100.00 0.77% 98.00% 14	% Sec % % Days



ANNEXURE – II
Number of telephones surrendered in MTNL during the last 3 years
Telephone surrendered
Year Delhi Mumbai
2001-02 41,140 1,02,402
2002-03 46,218 1,04,387
2003-04 1,90,592 1,86,650