Jio, Airtel, Vi, BSNL meet quality standards for March quarter

TRAI has released the “Performance Monitoring Report (PMR) on Quality of Service of Cellular Service for QE March 2023” in compliance to the provisions of “The Standards of Quality of Service for Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009”.

TRAI has laid down the Standards of Quality of Service for Cellular Mobile Telephone Service vide above mentioned Regulations. These regulations have been amended from time to time. These regulations have prescribed various quality of service parameters and its benchmarks in two categories as detailed below: for network related parameters, customer service parameters.

• Network Service Quality parameters- It includes parameters related to Network Service Availability, Accessibility and Retainability.
• Customer Service Quality parameters- It includes parameters related to Metering & Billing credibility, Resolution of billing/ charging complaints, Response time to the customer for assistance, Terminationl closure of service and time taken for refund of deposits after closures.

All service providers are required to meet the specified benchmarks for each parameter in all License Service Area (LSA) on a quarterly basis. The service providers are required to submit Performance Monitoring Report on quarterly basis to TRAI reporting their performance against these parameters.

The PMR reports received from service providers for cellular service for QE March’2023 have been examined. It is observed that all the cellular service providers have met the benchmarks of all network service quality related parameters in all the LSAs whereas some of the service providers are not meeting the benchmarks for few customer related parameters in some of the LSAs.

The performance of TSPs in Network service quality related parameters varies from one LSA to another LSA. The relative performance of TSPs in some of the important network related parameters provided below. The rank number-1 shows relatively better performance than rank 2 and so on.

It is pertinent to mention that though all the service providers have met the network service quality related benchmarks but there may be few pockets or some days where users might experience poor quality or service since these benchmarks are measured on an average basis and assessed over the entire LSA for a given quarter.

The complete performance of all the TSPs for each of the benchmark against respective parameters are given in Annexure.

CT Bureau