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BASICS OF TRAI QoS

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39 views20 pages

BASICS OF TRAI QoS

Uploaded by

iqbal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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TRAI QoS

TRAI and its Role in QoS monitoring


• The Telecom Regulatory Authority of India (TRAI) was
established with effect from 20th February 1997 by an Act
of Parliament, called the Telecom Regulatory Authority of
India Act, 1997.
• In 2004, TRAI was vested with the powers to regulate
broadcasting & cable TV services also in the country.

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QoS Monitoring by TRAI
By prescribing standards of quality of service
and monitoring the performance of service
providers by collecting periodical Performance
Monitoring Report (PMR)
By collecting the performance of service providers
through Crowd Sourced App.
By conducting independent audit.
By conducting customer satisfaction surveys.

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The Standards of Quality of
Service of Basic Telephone
Service (Wireline) and Cellular
Mobile Telephone Service
Regulations, 2009 (7 of 2009)
About the Regulation
 Regulation ‘The Standards of Quality of Service of Basic
Telephone Service (Wireline) and Cellular Mobile Telephone
Service Regulations, 2009’ was notified on 20th March 2009.
 So far, the regulations has been amended seven times and last
amendment was issued on 1st November 2019.
 The regulation is applicable to all Service Providers providing:
(i) Basic Telephone Service;
(ii) Unified Access Services;
(iii) Cellular Mobile Telephone Service;
(iv) Access Services authorized under Unified License (UL);
 The regulation prescribes benchmark for various QoS parameters of
Basic and Cellular services to be met by Service Providers.
 Performance of Service Providers is monitored by collecting
Performance Monitoring Reports (PMRs) on quarterly basis
within 21 days of quarter ending.
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QoS Standards of Cellular Service
QoS Standards of Cellular Service are divided into
two category:

(i) Network Service Quality Parameters


 Network Availability
 Connection Establishment (Accessibility)
 Connection Maintenance (Retainability)

(ii) Customer Service Quality Parameters

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Network Service Quality
Parameters
Network Service Quality Parameters

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Customer Service Quality
Parameters
Response Time to the customer for
assistance
(i) Accessibility of call centre/customer care
Benchmark : ≥95%
(ii) Percentage of calls answered by the
operators (voice to voice) within ninety
seconds
Benchmark : ≥95%

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Metering and billing credibility

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Termination/ closure of service

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The Standards of Quality of
Service for Wireless Data
Services Regulations, 2012 (26
of 2012)
About the Regulation
 Regulation ‘The Standards of Quality for Wireless Data
Service Regulations, 2012’ was notified on 4th December
2012.
 So far, the regulations has been amended once on 24th July
2014.
 The regulation is applicable to all Service Providers providing:
(i) Unified Access Services;
(ii) Cellular Mobile Telephone Service;
 The regulation prescribes benchmark for various QoS parameters
for Wireless Data services to be met by Service Providers.
 Performance of Service Providers is monitored by collecting
Performance Monitoring Reports (PMRs) on quarterly basis within
15 days of quarter ending.
 However, at present there is no provision for imposition of FD for
non-compliance of the parameters. 14
QoS for wireless Data Services

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Independent Audit
Independent Audit
 TRAI 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 of the cellular mobile
telephone service provider.

 Mainly two types of audit are carried out:


• Audit of PMR submitted by the service providers to TRAI.
• Conducting independent drive/ walk test to assess Quality of Service of
cellular mobile networks of all TSPs.

 Findings of the audit are published on TRAI website for


information of all stakeholders.
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Customer Satisfaction Surveys
Customer Satisfaction Surveys
S No Name of the Parameter Benchmark

1 Customers satisfied with the provision of service ≥90 %


2 Customers satisfied with the billing performance ≥95 %
3 Customers satisfied with network performance, reliability and ≥95 %
availability

4 Customers satisfied with maintainability ≥95 %


5 Customers satisfied with supplementary and value added ≥90 %
services

6 Customers satisfied with help services including customer ≥90 %


grievance redressal

7 Customers satisfied with overall service quality ≥90 %

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THANKS!

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