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TRAI Will Penalize ISPs For Poor Broadband Service

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…

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Founder @ MediaNama. TED Fellow. Asia21 Fellow @ Asia Society. Co-founder SaveTheInternet.in and Internet Freedom Foundation. Advisory board @ CyberBRICS

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