TRAI Will Penalize ISPs For Poor Broadband Service By Nikhil Pahwa on Jan 3rd, 2013 ; Web link : http://www.medianama.com/2013/01/223-trai-will-penalize-isps-for-poor-broadbandservice/?utm_source=feedburnerutm_medium=feedutm_campaign=Feed%3A+medianama+%28Medianama%3A+Digital+Media+In+India%29 Well, it’s about time: India’s telecom regulator TRAI has updated its Quality of Service (QoS) regulations for broadband, adding a clause which allows it to penalize service providers that fail to meet the QoS benchmarks, submit falsified reports on QoS parameters, or fail to submit reports. The regulations: For not meeting QoS benchmarks ISPs will be charged Rs 50,000 per parameter in the first instanc, and Rs 100,000 per parameter for subsequent contraventions. The parameters ISPs need to meet: i. Activation time: 100% activation in less than or equal to 15 days (subject to technical feasibility). ii. Fault Repair/Restoration time: fixed by next working day in more than 90% of cases, and 99% in next 3 working days. iii. Billing Performance: less than 2% billing complaints per 100 bills issued, 100% of billing complaints resolved within 4 days, 100% refund of deposit within 60 days of closure of account. iv. Customer care responsiveness: 60% of calls answered within 60 seconds, 80% of calls within 90 seconds v. Connection speed: Subscribed Broadband Connection Speed to be met more than 80% from ISP Node to User. vi. Service Availability / Uptime: 98% vii. Packet Loss: less than 1% Note: our report of these parameters is based on broadband QoS regulations dated 2006. We haven’t been able to locate any updated parameters. For falsifying reports ISPs can be fined Rs 10 lakh per parameter for falsifying reports. For not submitting QoS reports If a service provider providing broadband service doesn’t provide QoS reports to the TRAI, it will be charged Rs 5000 per day. Grievance Number DOTEL/E/2013/00277 Submitted today on 04-01-2012 at 11.40 AM DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES (1)Your Grievance is Registered Successfully COMPLAIN REGISTRATION NO. DOTEL/E/2012/27815 DATED 25-12-2012 Grievances have been registered with The Department of Consumer Affairs And Department of Telecommunications (2)Your Grievance has been registered vide Registration number DOCAF/E/2012/01595 DATED 03-10-2012 .Please quote the same in your future correspondance. (3)Your Grievance has been registered vide Registration number DOTEL/E/2012/20010 DATED 03-10-2012 .Please quote the same in your future correspondance. (4) DOTEL/E/2012/10290 dated 9th JUNE 2012. This is my 4TH Serious Grievance against Reliance Communication . Apart from 70 % Bill amount as Rebate I want compensation of minimum RS 5,00,000/- for Mental Harassment to me and wasting my valuable productive time towards submitting complaints. Otherwise every 4th Day I would file one new complaint with ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES . One will be filed with TRAI and one more with Department of Consumer affairs on a regular basis. BENCH MARK STANDARD SERVICES NOT PROVIDED BY RELIANCE COMMUNICATION SINCE SEPTEMBER , 2012 ON REGULAR BASIS AND STILL CHARGING WRONGLY FOR STANDARD SERVICES . I WANT AN APPROPRIATE REBATE IN BILLS FOR OCTOBER ,NOVEMBER , DECEMBER UP TO ACTUAL DATE OF RESTORATION OF NORMAL BROADBAND SERVICES EVEN GRIEVANCE NUMBER IS REFUSED BY CUSTOMER CARE OFFICERS UNDER WRONG PRETEXT AS A SUPERFICIAL EXCUSE OF TECHNICAL PROBLEM OR OUTRAGE. I want an appropriate Waiver for my Broad Band Connection USER ID 275243014106 . Broadband services are not up to Bench mark prescribed by TRAI Guidelines . Since October 2012 I have been paying grossly erroneous bills raised by Reliance Communication