In a significant move to enhance performance and transparency, the Telecom Regulatory Authority of India (TRAI) has revised its standards of quality of service (QoS) for access and broadband service. The new regulations, titled “The Standards of Quality of Service of Access (Wirelines and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024),” come into effect from October 1 and impose stricter penalties and compensation requirements on telecom operators like Airtel and Jio to ensure better service delivery.
Key changes and implications
Under the revised rules, telecom operators are now obligated to compensate subscribers in the event of service outages exceeding 24 hours at the district level. This includes a rebate on rent for postpaid customers and an extension of connection validity for prepaid customers. Specifically, if a significant network outage persists for over 24 hours, operators must provide a proportional rent rebate or validity extension based on the duration of the outage.
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The revised norms also 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. This move aims to incentivise telecom operators to adhere strictly to quality standards and minimise service disruptions.
To empower consumers, TRAI’s new regulations mandate service providers to display technology-wise mobile coverage maps (2G/3G/4G/5G) on their websites. This transparency enables consumers to make informed decisions regarding their choice of service providers. Additionally, service providers are required to publish their QoS performance metrics against prescribed parametres on their websites, ensuring that consumers have access to accurate information about service quality.
The authority has also introduced measures for detailed performance monitoring at the cell level. This includes tracking parametres such as network availability, call drop rates, and voice packet drop rates in both uplink and downlink. By collecting and analysing performance data at such a granular level, TRAI aims to hold service providers accountable for the quality of service delivered to consumers.
“To account for the quality aspects arising out of large-scale penetration of new and emerging technologies such as 4G and 5G and high-speed broadband services on fiber, the Authority decided to carry out an extensive review of the existing regulations and put forward a comprehensive regulatory framework which encompasses QoS benchmarks for all three services at one place,” TRAI said in a press release, adding that “The QoS standards set will achieve the delivery of high-quality service to consumers.”
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TRAI’s revised QoS standards represent a significant step towards enhancing consumer rights and ensuring high-quality telecom services across India. The new 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 prioritise service quality to avoid hefty penalties and maintain consumer trust.
