Submission of Quality of Service Compliance Reports

भारतीय दूरसंचार विनियामक प्राधिकरण Telecom Regulatory Authority of India [भारत सरकार / Government of India]

Dated: 19-09-2024

DIRECTION

Subject: Direction under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) and the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024) dated 02nd August 2024, regarding submission of reports to the Authority.

F. No. RG-17/(3)/2022-QoS ---- Whereas the Telecom Regulatory Authority of India (hereinafter referred to as the “Authority”), established under sub-section (1) of section 3 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) (hereinafter referred to as “TRAI Act”), has been entrusted with discharge of certain functions, inter alia, to regulate the telecommunication services; ensure compliance of terms and conditions of license; ensure technical compatibility and effective inter-connection between different service providers; lay-down the standards of quality of service to be provided by the service providers and ensure the quality of service and conduct the periodical survey of such services provided by the service providers so as to protect the interest of the consumers of telecommunication service;

2. And whereas the Authority, in exercise of the powers conferred upon it under section 36, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the TRAI Act, made the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024) dated the 2nd August 2024 (hereinafter referred to as ‘the regulations’), which shall come into force with effect from 1st October 2024;

3. And whereas regulation 13 of the regulations provides for reporting by the service providers and the said regulation reads as under:-

“13. Reporting.─ (1) Every service provider shall create or upgrade their system within six months of notification of these regulations for collection of primary data, its storage, processing, performance report generation and their online submission to the Authority, in respect of each QoS parameters specified under regulation 4, regulation 6, regulation 7, regulation 9 and regulation 10 in such manner and format, at such intervals and within such time limit as may be specified by the Authority, from time to time, by an order or direction.

(2) Every service provider shall establish a system for live monitoring of network availability and report to the Authority in such manner, format and frequency as may be specified by the Authority by an order or direction.

(3) The benchmark of each QoS parameters specified in sub-regulation (1) shall be measured, reported, and complied at license or authorised Service Area level, as may be specified by the Authority, from time to time, by an order or direction:

Provided that the Authority may, from time to time, by an order or direction, specify certain QoS parameters to be measured and reported to the Authority for specific States or Union Territories or districts for a specific purpose and period.”;

4. And whereas the Authority, vide its letter No. RG-17/(3)/2022-QoS dated 13th August 2024, requested all service providers to furnish, latest by 23rd August 2024, inputs on the -

(i) format, manner and timeline for submission of performance monitoring reports of Access (Wireline), Access (Wireless) and Broadband (Wireline) services with respect to the benchmark of QoS parameters specified in regulation 4, regulation 6, regulation 7, regulation 9 and regulation 10, as applicable; (ii) format, manner and timeline for publication of performance with respect to the benchmark of QoS parameters specified in regulation 4, regulation 6, regulation 7, regulation 9 and regulation 10, as applicable, by the service provider; (iii) format, manner and timeline for publication of service wise geospatial coverage maps by the service provider on its website;

5. And whereas a meeting was held with service providers on 21st August 2024 to discuss, inter alia, the key aspects of the regulations and during the said meeting, on the request of service providers, the last date for submission of input, as sought vide letter dated 13th August 2024, was extended till 27th August 2024 and the same was conveyed to all service providers, vide the Minutes of Meeting dated 27th August, 2024;

6. And whereas the Authority has observed that the service providers have not submitted their input, as sought vide letter dated 13th August 2024, by the extended date of submission i.e., 27th August 2024;

7. Now, therefore, the Authority, in exercise of the powers conferred upon it under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), hereby directs all service providers, having (i) Unified Access Service License; (ii) Unified License with authorization for Access Service; (iii) Internet Service Authorization under any License; and (iv) Authorization under the Telecommunications Act, 2023 for providing Access or Broadband Service, to submit, -

i. in respect of access service (wireless), the compliance report as per the format specified at Annexure-I to this Direction, within a period of fifteen (15) days from the end of respective quarter or month, as applicable, and the report of significant network outage as per the format specified at Annexure-II to this Direction, within 24 hours of the start of the outage; ii. in respect of access service (wireline), the compliance report as per the format specified at Annexure-III to this Direction, within a period of fifteen (15) days from the end of respective quarter; iii. in respect of broadband (wireline) service, the compliance report as per the format specified at Annexure-IV to this Direction, within a period of fifteen (15) days from the end of respective quarter,

and strictly follow the guidelines as specified at Annexure-V to this Direction while submitting the reports to the Authority;

8. This direction shall come into force with effect from 1st October 2024.

Signed by Tejpal Singh Date: 19-09-2024 16:54:11 Advisor (QoS-I)

Enclosures: As above

To All Service Providers having: i. Unified Access Service License; ii. Unified License with authorization for Access Service; iii. Internet Service Authorization under any License; and iv. Authorization under the Telecommunications Act, 2023 for providing Access or Broadband Service.

वर्ल्ड ट्रेड सेंटर, टावर-एफ, नौरोजी नगर, नई दिल्ली-110029 World Trade Centre, Tower-F, Nauroji Nagar New Delhi – 110029

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Annexure-I

Performance Monitoring Report for Access service (wireless)

1 Basic Details

2 Network Details at the end of reporting period

[Tables for PMR, Supporting Info, Cell_Master, Downtime, CBBH, DCR_CS, DCR_PS, DL_PDR, UL_PDR, Call_Established omitted. See the official document.]

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Annexure-II

SNO

[Table for Part-I: Reporting of significant network outage and Part-II: Action taken report omitted. See the official document.]

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Annexure-III

Performance Monitoring Report for Access service (wireline)

[Tables for Service Provisioning, Fault Repair, Point of Interconnection, Billing and charging complaints, and Customer Service omitted. See the official document.]