The Telecom Regulatory Authority of India (TRAI) has introduced significant changes to the standards of quality of service (QoS) for access and broadband services. These changes, outlined in the “Standards of Quality of Service of Access (Wirelines and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024,” aim to enhance performance and transparency in the telecom sector.
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Here are the key changes and implications of these revised regulations:
Compensation for Service Outages:
- Telecom operators are now required to compensate subscribers in the event of service outages exceeding 24 hours at the district level. This includes providing a rebate on rent for postpaid customers and extending connection validity for prepaid customers. The compensation is proportional to the duration of the outage.
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Penalties for Non-Compliance:
- The revised norms introduce a substantial increase in penalties for non-compliance with QoS benchmarks. The penalty amount has been doubled from Rs 50,000 to Rs 1 lakh per benchmark violation, aiming to incentivize telecom operators to adhere strictly to quality standards and minimize service disruptions.
Transparency and Accountability:
- To empower consumers, TRAI’s new regulations mandate service providers to display technology-wise mobile coverage maps (2G/3G/4G/5G) on their websites. Additionally, service providers are required to publish their QoS performance metrics against prescribed parameters on their websites, ensuring that consumers have access to accurate information about service quality
Detailed Performance Monitoring:
- The authority has introduced measures for detailed performance monitoring at the cell level, tracking parameters such as network availability, call drop rates, and voice packet drop rates in both uplink and downlink. This granular monitoring aims to hold service providers accountable for the quality of service delivered to consumers.
Regulatory Framework for Emerging Technologies:
- TRAI’s comprehensive regulatory framework encompasses QoS benchmarks for new and emerging technologies such as 4G, 5G, and high-speed broadband services on fiber. This move reflects the authority’s commitment to ensuring high-quality service delivery to consumers.
Implications and Consumer Benefits
The revised QoS standards represent a significant step towards enhancing consumer rights and ensuring high-quality telecom services across India. These regulations not only provide better transparency and accountability but also offer tangible compensation to consumers affected by service disruptions. As these regulations come into effect, telecom operators will need to prioritize service quality to avoid hefty penalties and maintain consumer trust.
These changes are expected to have a positive impact on the telecom sector, promoting better service delivery and empowering consumers to make informed decisions about their choice of service providers.
These regulations are a part of TRAI’s ongoing efforts to enhance the telecom sector’s performance and ensure that consumers receive high-quality services.
