As per Telecom Regulatory Authority of India (TRAI) Act 1997, TRAI monitors quality of service provided by telecom service providers. TRAI has laid down the quality of service standards for Cellular Mobile Telephone Service through the Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009 dated 20th March 2009. In these Regulation TRAI has prescribed the benchmarks for call drop viz Call Drop Rate [Benchmark % 2%]. As per the Performance Monitoring Report submitted by the service providers to TRAI for quarter ending December 2012, the Call Drop Rate benchmark is met by almost all the operators, except by Bharat Sanchar Nigam Limited (BSNL) in North East service area, where the benchmark is marginally not met.
TRAI has been taking various steps to ensure quality of service by Cellular Mobile Telephone Service Providers. Steps taken by TRAI are as below:
1. TRAI has been monitoring the performance of Cellular Mobile Service, against the benchmarks given for the various parameters laid in Quality of Service Regulation through Quarterly and Monthly Performance Monitoring Reports. In addition, point of interconnection (POI) congestion is also being monitored on monthly basis.
2. TRAI also undertakes objective assessment of the Quality of Service Cellular Mobile Service through independent agency. A customer satisfaction survey is also conducted quarterly through this agency. The results of these audit and survey are published for public/Stakeholders knowledge on the website.
3. TRAI has been following up with the Service Providers for addressing deficiencies in meeting the Quality of Service benchmarks.
4. TRAI has recently prescribed financial disincentives for non-compliance with Quality of Service benchmarks.
This information was given by Shri Milind Deora, Minister of State for C&IT in a written reply to a question in Lok Sabha.