Authorities mandates Airtel, Jio and others to compensate customers for service outage

Telecom Regulatory Authority of India (TRAI) has revised requirements of high quality of service for entry and broadband companies. Beneath the brand new guidelines, telecom operators should compensate subscribers in case of service outages for greater than hours at a district stage. Additional, TRAI has additionally elevated the penal quantity to Rs 1 lakh from Rs 50,000 for failing to satisfy every high quality benchmark underneath the brand new guidelines.
Referred to as ‘The Requirements of High quality of Service of Entry (Wirelines and Wi-fi) and Broadband (Wireline and Wi-fi) Service Rules, 2024 (06 of 2024)’, these laws are relevant for entry (fastened and cellular) and broadband companies.
The brand new norms supersede the earlier three laws prescribing requirements of High quality of Service (QoS), for primary and mobile cellular companies, broadband companies, and broadband wi-fi companies.

What modifications underneath the brand new guidelines

The brand new norms mandates service suppliers to show expertise (2G/3G/4G/5G) clever cellular protection maps on their web site, to allow shoppers to make knowledgeable choices. Additional, it requires service suppliers to publish QoS efficiency, towards prescribed parameters, on their web site.
As per the brand new norms, telecom operators might want to present a rebate on lease for postpaid clients and lengthen the validity of connection for pre-paid clients in case of a community outage in a district.
“If any such important community outage continues for greater than 24 hours, the service supplier shall present a proportional lease rebate, as per subscribed tariff providing, for the precise variety of days of service outage to postpaid subscribers registered within the affected district(s) in subsequent billing cycle,” TRAI mentioned.
TRAI mentioned that it’ll rely community outage period of greater than 12 hours in a calendar day as one full day for the calculation of lease rebate or extension of validity. “Hire rebate to postpaid buyer or validity extension to pay as you go buyer, due delay in rectification of faults or on account of important community outage of greater than 24 hours, as relevant, shall be made inside one week of rectification of great community outage,” the regulator mentioned.
The authority has additionally determined to gather efficiency towards sure parameters like community availability, name drop, voice packet drop fee in uplink and downlink, and so forth on cell stage.