News : Telecom Companies to be Fined up to Rs 2 Lakh For Call Drops
New Delhi, India, Oct 15, 2015 -- Tightening regulations, telecom regulator Trai on Thursday raised the penalty on telecom operators to up to Rs 2 lakh for poor mobile service quality, including call drops.
The penalty amount would be as high as Rs 2 lakh if the operators are unable to meet the benchmark set for the quality of service in two or more subsequent quarters, the Telecom
Regulatory Authority of India (TRAI) said.
The penalty will kick-in if call drops in a quarter average more than 2 per cent of the total traffic in a telecom circle.
"The proportion (incidents) of non-compliance in case of customer related parameters are more than that of network related parameters. Hence the Authority has decided to impose identical structure of financial disincentive in both cases," Trai said in a statement.
As per the rules, call drop, availability of mobile towers, time taken for a call to connect, network congestion, voice quality and network related issues feature in the Trai’s service quality parameters.
Consumer-related issues include complaint redressal, refund of wrongly charged money, access to call centre etc.
As per existing norms, there is a penalty provision of up to Rs 50,000 for the first violation and Rs 1 lakh for subsequent failures in case of network related quality parameters. However, with regard to consumer-related issues the penalty was capped at Rs 50,000 for each violation.
Now for the first time violation of service quality benchmark, the fine has been increased to Rs 1 lakh.
If telecom operators fail to meet the benchmark on the same parameter further, a penalty of up to Rs 1.5 lakh for the second violation and Rs 2 lakh thereafter.
"The Authority feels that these measures will act as a sufficient deterrent against prolonged non-compliance and will further improve the quality of service in a time-bound manner," the regulator said.
Trai has found no significant improvement in the call drop issue in Mumbai and Delhi as operators are lagging on various fronts in meeting the standards
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Expect Shrinkage
More Editorial From Telecom Regulatory Authority of India
About Telecom Regulatory Authority of India:
The Telecom Regulatory Authority of India (TRAI) is the independent regulator of the telecommunications business in India.
Published: Monday, October 19, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of t...
global provider of contact center services and back-office processing
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...