The Telecom Regulatory Authority of India (TRAI) has introduced new standards for quality of service (QoS) for both access and broadband services. These regulations, effective from October 1, 2024, require telecom operators like Airtel and Jio to compensate users for service outages
Key Changes and Implications
1. Compensation for Service Outages : – Telecom operators must compensate subscribers if service outages last over 24 hours at the district level. – Postpaid customers receive a rent rebate, while prepaid customers get an extension of connection validity. – Compensation is proportional to the outage duration.
2. Increased Penalties : – Penalties for QoS benchmark violations have doubled from Rs 50,000 to Rs 1 lakh per violation. – This aims to ensure stricter adherence to quality standards and minimize disruptions.
3. Consumer Empowerment : – Service providers must display technology-specific mobile coverage maps (2G/3G/4G/5G) on their websites. – Providers are also required to publish their QoS performance metrics online, offering transparency and aiding consumer decision-making.
4. Detailed Performance Monitoring : – Performance will be monitored at the cell level, tracking network availability, call drop rates, and voice packet drop rates. – This granular data collection aims to hold providers accountable for service quality.
TRAI’s Objectives
TRAI’s updated QoS standards aim to account for the quality aspects of emerging technologies like 4G and 5G, along with high-speed broadband services. The comprehensive regulatory framework aims to ensure high-quality service delivery to consumers, enhancing transparency, accountability, and consumer rights.
Summary
TRAI’s revised QoS standards mark a significant step towards improving telecom services in India. With stricter penalties and compensation for outages, these regulations aim to hold telecom operators accountable and ensure better service delivery for consum.
