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Updated: TRAI Received 4133 Service Related Complaints Against Telcos In 2011-12

The Telecom Regulatory Authority of India (TRAI) has received a total 4133 service related complaints against Telcos during 2011-12, reports The Economic Times. This announcement was made by Milind Deora, the Minister of State for Communications and Information Technology, in a written reply to the Rajya Sabha.

According to the minister, Bharti Airtel topped the list of service related complaints in 2011-12 with 1165 complaints followed by Vodafone which had 654 complaints and Reliance which had 647 complaints. Other telcos in the list include Tatas which had 438 complaints and Idea Cellular which had 326 complaints. State-run BSNL and MTNL recorded 466 and 165 complaints respectively. Update: Airtel has reached out to us to clarify that its 1165 complaints includes complaints from all its businesses like DTH, Wireline services and is not limited to its mobile operations only.

What do these complaints entail? Milind Deora said that for basic wireline service, these complaints included non-compliance with TRAI’s Quality of Service (QoS) parameters which includes fault repair, metering and billing and consumer response time during assistance. In the case of mobile telephone service, these QoS parameters include call drops, network congestion and operator response within 60 seconds.

The minister added that as per the license conditions, telecom operators are responsible for meeting the required QoS standards and have to make their own arrangements for all infrastructure involved in providing the service which includes the enhancement of the capacity of mobile towers.

Steps taken to improve QoS:  Milind Deora had informed the Lok Sabha earlier this month that BSNL and MTNL had received service related complaints for its landline/broadband services from its subscribers. These complaints were mainly due to damage of underground cable during massive road expansion work, laying of water pipelines, and sewerage.

He added that BSNL had taken several steps to improve the Quality of Service for its landline/broadband services. These included:

– Coordination with local authorities to minimise the cable cut cases.
– Rehabilitation and upgradation of outdoor network.
– Prompt repairing of underground cable faults.
– Close monitoring of network operation through Information Technology enabled systems.
– Introduction of Computerized Fault Repair Service.

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