Mobile and fixed operators in the Orissa circle have not met the benchmarks set by the Telecom Regulatory Authority of India Limited (TRAI) on ‘Quality of Service’ in areas like connection with good voice quality, point of interconnect (POI) congestion, metering and billing credibility and accessibility to call centres.
As far as connection with good voice quality is concerned, Aircel which operates as Dishnet Wireless in the Orissa circle had a rating of 94.53 per cent, as against the TRAI stipulated benchmark of more than 95 per cent. The same operator’s POI congestion in the April-June quarter of 2010-11 stood at 1.67 per cent, compared to the TRAI benchmark of 0.5 per cent.
In terms of billing and metering credibility, Uninor failed to meet the TRAI benchmark in the said period. Uninor’s rating stood at 1.3 per cent compared to the TRAI stipulated figure of 0.1 per cent.
Similarly in case of accessibility to call centres and customer care service, which should be over 95 per cent, Reliance Telecom’s rating was 74 per cent.
In terms of percentage of calls answered by the operators within 60 seconds, four operators have failed to conform to the benchmark set by TRAI-Reliance Telecom, Tata Teleservices Limited (TTSL?s) GSM operations, Idea Cellular and Aircel.
As per the benchmark set by the telecom regulator, more than 90 per cent of the calls need to be answered by the operators within 60 seconds. However, for Reliance Telecom, the figure stood at 84 per cent, for Idea Cellular it was 82.4 per cent, 69.7 per cent for TTSL and 30.4 per cent for Aircel.
Similarly, among the fixed operators, Bharat Sanchar Nigam Limited and TTSL have been the defaulters in meeting TRAI stipulated benchmarks. In case of TTSL, the accessibility to call centres and customer care was only 74.16 per cent compared to the TRAI benchmark of at least 95 per cent.
According to TRAI guidelines, any fault in connectivity of a subscriber should be repaired to the extent of 100 per cent within three days whereas it was 98.48 per cent for BSNL.
