trai wireless audit report for rajasthan circle · [all operators met the benchmark on sdcch /...

TRAI Wireless Audit Report for RAJASTHAN Circle

Q.E.March 2017

Prepared By: TRAI Regional Office,Jaipur.

Index

S.No. Contents Page No.1. Executive Summary-2G1.1 PMR DATA – 3 MONTHS- CONSOLIDATED FOR 2G 4-51.1.11.1.21.1.3

1.2

1.31.3.11.3.21.3.3

1.41.5

1.6

1.71.81.9

1.10

1.11

1.12

2

3

3.13.23.33.4

3.53.63.7

4

4.14.24.3

PMR DATA – January 2017 FOR 2GPMR DATA – February 2017 FOR 2GPMR DATA – March 2017 FOR 2G

3 DAY DATA – MARCH 2017 FOR 2G

PMR DATA – 3 MONTHS- CONSOLIDATED FOR 3GPMR DATA – January 2017 FOR 3GPMR DATA – February 2017 FOR 3GPMR DATA – March 2017 FOR 3G

3 DAY DATA – MARCH 2017 FOR 3GWIRELESS DATA PMR & 3 DAY LIVE – CONSOLIDATED FOR 2GWIRELESS DATA PMR & 3 DAY LIVE – CONSOLIDATED FOR 3GLIVE CALLING DATA – CONSOLIDATEDBILLING AND CUSTOMER CARE – CONSOLIDATEDINTER OPERATOR CALL ASSESSMENT – CONSOLIDATEDCOMPARISON BETWEEN AUDITED DATA AND OPERATOR’S DATA FOR PMR 2GCOMPARISON BETWEEN AUDITED DATA AND OPERATOR’S DATA FOR CSDCOMPARISON BETWEEN AUDITED DATA AND OPERATOR’S DATA FOR PMR 3G

CRITICAL FINDINGS

PARAMETER DESCRIPTION& DETAILED FINDINGS COMPARISON BETWEEN PMR DATA, 3 DAY LIVE DATA AND LIVE CALLING DATA FOR 2GBTS ACCUMULATED DOWNTIMEWORST AFFECTED BTS DUE TO DOWNTIMECALL SET UP SUCCESS RATENETWORK CHANNEL CONGESTION- PAGING CHANNEL /TCH CONGESTION/POICALL DROP RATECELLS HAVING GREATER THAN 3% TCH DROPVOICE QUALITY

PARAMETER DESCRIPTION & DETAILED FINDINGS - COMPARISON BETWEEN PMR DATA, 3 DAY LIVE DATA AND LIVE CALLING DATA FOR 3GNODE BS DOWNTIMEWORST AFFECTED NODE BS DUE TO DOWNTIMENETWORK CHANNEL CONGESTION- RRC CONGESTION/ CIRCUIT SWITCHED RAB CONGESTION

667

7-8

91010

1112

13

1415-16

17

18

19

20

21

22-2526-3132-3637-47

48-5152-5556-59

60-6364-7172-79

TRAI Audit Wireless Report-Rajasthan Circle Jan-Mar Quarter-2017

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4.44.5

4.6

5

5.15.25.35.45.55.6

66.16.26.36.46.5

77.17.27.37.4

88.18.28.38.4

9101112131415

CIRCUIT SWITCHED VOICE DROP RATEWORST AFFECTED CELLS HAVING MORE THAN 3% CIRCUIT SWITCHED VOICE DROP RATECIRCUIT SWITCH VOICE QUALITY

PARAMETER DESCRIPTION AND DETAILED FINDINGS – NON-NETWORK PARAMETERSMETERING AND BILLING CREDIBILITYRESOLUTION OF BILLING/ CHARGING COMPLAINTSCALL CENTRE PERFORMANCE-IVRCALL CENTRE PERFORMANCE-VOICE TO VOICETERMINATION/CLOSURE OF SERVICEREFUND OF DEPOSITS AFTER CLOSURE

ANNEXURE– CONSOLIDATED-2GNETWORK AVAILABILITYCONNECTION ESTABLISHMENT (ACCESSIBILITY)Connection Maintenance (Retainability)VOICE QUALITYPOI CONGESTION

ANNEXURE – CONSOLIDATED-3GNETWORK AVAILABILITYCONNECTION ESTABLISHMENT (ACCESSIBILITY)Connection Maintenance (Retainability)POI CONGESTION

ANNEXURE –CUSTOMER SERVICESMETERING AND BILLING CREDIBILITYCUSTOMER CARETERMINATION / CLOSURE OF SERVICELIVE CALLING RESULTS FOR LEVEL 1 SERVICES

ANNEXURE –JANUARY 2017-2GANNEXURE –FEBRUARY 2017 -2GANNEXURE –MARCH 2017-2GANNEXURE – JANUARY 2017 -3GANNEXURE – FEBRUARY 2017-3GANNEXURE – MARCH 2017 -3GANNEXURE : GENERAL PERFORMA

80-8383-88

89-91

92-9595-99

100-101101-102

103104-105

106107108109109

110111112113

114-115116117

118-119

120-121122-123124-127

128129

130-131132


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1. EXECUTIVE SUMMARY-2G

The objective assessment of Quality of Service (QoS) carried out by TRAI Regional Office Jaipur gives an insight into the overall performance of various operators in Rajasthan circle, with a parameter wise performance evaluation as compared to TRAI benchmark.

1.1 PMR DATA – 3 MONTHS- CONSOLIDATED FOR 2G

BTS accumulated Down Time (Not Available for Service )

Worst Affected BTS due to Down Time

CSSR (Call Setup Success Rate)

SDCCH Congestion(%age)

TCH Congestion(%age)

Call Drop Rate (%age)

% of cells having more than 3% TCH drop

%age of connection with good voice Quality

Benchmark


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TCH Congestion:[All operators met the benchmark on TCH congestion. MTS CDMA performed the best with a value of 0.01% on TCH congestion]

Call Drop Rate:

[All operators met the benchmark for the parameter. Minimum call drop rate was recorded for Reliance Comm. at 0.15 %.]

Worst Affected Cells Having More than 3% TCH Drop:

[All operators met the benchmark for the parameter. Best performance was recorded for Reliance Comm. at 0.73%.]

Voice Quality

[All operators met the benchmark for the parameter. Best performance was recorded for Tata GSM at 99.22%.]

All the service providers were measuring this parameter as per the TRAI guidelines that have been stated in parameter description section.

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Below are the month wise summary tables for each network parameter basis PMR data.

1.1.1 PMR DATA – JANUARY 2017 FOR 2G









Benchmark


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1.1.3 PMR DATA – MARCH 2017 FOR 2G









Benchmark


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Worst Affected BTSs Due to Downtime:

All operators met the benchmark for worst affected BTSs due to downtime.

Call Set-up Success Rate (CSSR):

All operators met the benchmark for CSSR. The maximum CSSR was observed for Reliance GSM & Tata GSM with 99.45%.

SDCCH/ Paging Chl. Congestion:

All operators met the benchmark on SDCCH / Paging Channel Congestion. Aircel recorded the best SDCCH / Paging Channel Congestion having value 0.04%.

TCH Congestion:All operators met the benchmark on TCH congestion.

Call Drop Rate:

All operators met the benchmark for the parameter. Minimum call drop rate was recorded for Tata GSM at 0.17%.

Worst Affected Cells Having More than 3% TCH Drop:

All operators met the benchmark for the parameter. Best performance was recorded for Airtel at 0.83%.

Voice Quality

Tata CDMA failed to meet the benchmark for this parameter. Best performance was recorded for MTS CDMA at 99.21%.

All the service providers were measuring this parameter as per the TRAI guidelines that have been stated in parameter description section.


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1.3 PMR DATA – 3 MONTHS- CONSOLIDATED FOR 3G

Node B's accumulated Down Time (Not Available for Service )

Worst Affected Node B's due to Down Time


RRC Congestion(%age)

RAB Congestion(%age)

Circuit switched voice Drop Rate (%age)

% of cells having more than 3% Circuit switch drop rate

%age of connection with good circuit switched voice Quality

Benchmark

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Below are the month wise summary tables for each network parameter basis PMR data.

1.3.1 PMR DATA – JANUARY 2017 FOR 3G









Benchmark

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1.4 3 DAY DATA – MARCH 2017 FOR 3G

A three day live measurement was conducted to measure the QoS provided by the operators. The table provided below gives a snapshot of the performance of all operators during live measurement.









Benchmark

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1.5 WIRELESS DATA PMR & 3 DAY LIVE – CONSOLIDATED FOR 2G

Service Activation/ Provisioning

PDP Context Activation Success Rate

TBF Drop Rate Service Activation/ Provisioning


TBF Drop Rate

Benchmark>=95% within 4 hours >=95% =95% within 4 hours >=95%

TRAI Audit Wireless Report- Rajasthan Circle Jan-Mar Quarter-2017

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1.6 WIRELESS DATA PMR & 3 DAY LIVE – CONSOLIDATED FOR 3G

Service Activation/ Provisioning


TBF Drop Rate Service Activation/ Provisioning


TBF Drop Rate

Benchmark>=95% within 4 hours >=95% =95% within 4 hours >=95%

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Below are the month wise summary tables for each network parameter basis PMR and Live data.

1.7 LIVE CALLING DATA - CONSOLIDATED

Service requests

%age of complaints resolved within 4 weeks

%age of complaints resolved within 6 weeks

Accessibility of Call Centre

%age of calls answered by operator voice to voice

Complaint/request attended to satisfaction

Name of Service ProviderBenchmark 98% 100% >=95% >=95%Aircel NA NA 98.60% 98.47% NAAirtel 100.00% 100.00% NDR NDR 100.00%BSNL NDR NDR NDR NDR NDRIdea 100.00% 100.00% 99.70% 98.61% 100.00%MTS 100.00% 100.00% 99.94% 96.08% 96.00%

Reliance GSM 100.00% 100.00% 98.74% 99.89% 100.00%

Tata CDMA NA NA NDR NDR NATata GSM NA NA NDR NDR NAReliance JIO NDR NDR 96.29% 17.77% 85.25%Vodafone 100.00% 100.00% 100.00% 97.12% 100.00%

Metering & Billing Response time to customer for assistance

NA: Not applicable as number of complaints for quarter is Nil

NDR: No Data received

Resolution of billing complaints

As per the consumers (live calling exercise) all of the operators met the benchmark of resolving 100% complaints within 4 weeks as well as 6 weeks.

BSNL & Reliance JIO have not provided number of complaints & data related to resolution.

Accessibility of Call Centre/Customer Care-IVR

For the IVR aspect, all operators met the TRAI benchmark of 95% with Vodafone being the best having value 100%

Tata CDMA, Tata GSM, Airtel, BSNL were unable to provide the live data for call centre accessibility.

Customer Care / Helpline Assessment (voice to voice)

Reliance JIO could not met the benchmark for Customer Care / Helpline assessment (voice to voice).

Tata CDMA, Tata GSM, Airtel, BSNL were unable to provide the live data for call centre accessibility.

Complaint/Request Attended to Satisfaction

All operators except Reliance JIO performed satisfactorily in terms of satisfaction of the customers for service requests.

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1.8 BILLING AND CUSTOMER CARE - CONSOLIDATED

Name of Service

ProviderPostpaid

Subscribers

Prepaid Subscriber

s

% of complaints resolved in

4 weeks

% of complaints resolved in 6

weeks

% age of credit waiver received within one week

Time Taken for refund after

closure of service within 60 days

Percentage of calls answered by the

IVR

Percentage of calls answered by operator (Voibe

to Voice)Benchmark =95% >=95%

AIRCEL 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 98.40% 95.47%AIRTEL 0.02% 0.01% 100.00% 100.00% 100.00% 100.00% 100.00% 95.33%BSNL 0.05% 0.03% 100.00% 100.00% 100.00% NDR 95.97% 0.00%IDEA 0.04% 0.07% 100.00% 100.00% 70.22% 100.00% 99.75% 99.21%

RCOM (GSM) 0.09% 0.09% 100.00% 100.00% 100.00% 69.16% 99.39% 98.94%TATA (GSM) NA 0.00% 100.00% 100.00% 100.00% 100.00% 96.18% 96.96%VODAFONE 0.07% 0.06% 100.00% 100.00% 100.00% 100.00% 100.00% 92.20%Reliance JIO NDR NDR NDR NDR 99.61% NDR 95.99% 88.22%

MTS 0.04% 0.01% 100.00% 100.00% 100.00% 100.00% 99.94% 96.19%TATA (CDMA) 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% NDR 99.08%

Response time to customer for assistanceBilling Complaints

Metering & Billing Credibility Customer Care

NA: Not applicable

NDR: No Data Received

Metering and Billing Credibility – Post-paid Subscribers

All operators met the Benchmark of Metering and Billing Credibility – Post-paid Subscribers. Reliance JIO has not provided Data for the parameter. For Tata GSM number of disputed bills was Nil hence the value for this parameter is NA.

Metering and Billing Credibility – Prepaid Subscribers

All operators except Reliance JIO met the Benchmark of Metering and Billing Credibility – Pre-paid Subscribers. Reliance JIO has not provided Data for the parameter.

Resolution of billing complaints

All operators except Reliance JIO met the TRAI benchmark of resolution of billing complaints within 4 weeks and resolving 100% complaints within 6 weeks.

Reliance JIO has not provided Data for this parameter. Aircel, Tata GSM, Tata CDMA do not have complaints during audit period hence the value for parameter is NA.

Response Time to customer for assistance - % of cases in which advance waiver is received within one week

Idea failed to meet the TRAI benchmark of providing credit or waiver within one week in case of complaints received.

Time Taken for refund after closure of service within 60 days

RCOM GSM failed to meet the TRAI benchmark of time taken for refund after closure of service within 60 days.


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Customer Care Percentage of calls answered by the IVR

All operators met the benchmark of 95% IVR call being attended. Tata CDMA doesn’t have separate IVR value.

Customer Care Percentage of calls answered by the operators (Voice to Voice) within 90 seconds

Vodafone & Reliance JIO failed to meet the TRAI benchmark of 95%. Idea recorded the best performance for this parameter.

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1.9 INTER OPERATOR CALL ASSESSMENT - CONSOLIDATED

Interoperator call assessment From---> Aircel Airtel BSNL Idea MTS RCOM GSM Tata CDMA Tata GSM Reliance JIO VodafoneTo Aircel NA 100% 100% 100% 100% 100% 100% 100% 100% 100%Airtel 100% NA 100% 100% 100% 100% 100% 100% 100% 100%BSNL 100% 100% NA 100% 100% 100% 100% 100% 100% 100%Idea 100% 100% 100% NA 100% 100% 100% 100% 100% 100%MTS 100% 100% 100% 100% NA 100% 100% 100% 100% 100%RCOM GSM 100% 100% 100% 100% 100% NA 100% 100% 100% 100%Tata CDMA 100% 100% 100% 100% 100% 100% NA 100% 100% 100%Tata GSM 100% 100% 100% 100% 100% 100% 100% NA 100% 100%Reliance JIO 100% 100% 100% 100% 100% 100% 100% 100% NA 100%Vodafone 100% 100% 100% 100% 100% 100% 100% 100% 100% NA

6. Interoperator call assessment

In the inter-operator call assessment, performance of all operators was satisfactory.


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1.10 COMPARISON BETWEEN AUDITED DATA AND OPERATOR’S DATA FOR PMR 2G

BenchmarkAudited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported

Aircel 0.06% 0.06% 0.05% 0.05% 97.78% 97.78% 0.12% 0.12% 1.03% 1.03% 0.67% 0.67% 2.35% 2.36% 97.07% 97.07%Airtel 0.09% 0.09% 0.15% 0.15% 96.20% 96.20% 0.52% 0.52% 1.48% 1.48% 0.67% 0.67% 0.84% 0.84% 98.85% 98.85%BSNL 1.02% 1.02% 0.82% 1.22% 98.64% 98.64% 0.72% 0.72% 1.34% 1.34% 1.44% 1.44% 2.19% 1.78% NDR 97.98%Idea 0.05% 0.05% 0.01% 0.02% 99.34% 99.34% 0.20% 0.20% 0.41% 0.40% 0.49% 0.49% 1.02% 1.02% 97.51% 97.51%MTS 0.16% 0.15% 0.13% 0.09% 99.19% 99.19% NA 0.00% 0.01% 0.01% 0.48% 0.48% 1.83% 1.85% 99.22% 99.22%Reliance Comm. 0.11% 0.11% 0.79% 0.79% 98.32% 98.32% 0.09% 0.09% 0.25% 0.25% 0.15% 0.15% 0.73% 0.71% 99.02% 99.02%Tata CDMA 0.05% 0.00% 0.07% 0.00% 98.93% 98.93% NA 0.00% 0.14% 0.14% 0.29% 0.29% 2.11% 2.11% 95.24% 99.14%Tata GSM 0.04% 0.00% 0.00% 0.00% 99.49% 99.49% 0.02% 0.02% 0.09% 0.10% 0.27% 0.27% 1.49% 1.48% 99.22% 99.22%Vodafone 0.06% 0.06% 0.15% 0.13% 99.42% 99.42% 0.16% 0.16% 0.58% 0.58% 0.63% 0.63% 2.54% 2.54% 96.72% 96.72%


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1.11 COMPARISON BETWEEN AUDITED DATA AND OPERATOR’S DATA FOR CSD

Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported

Aircel 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.40% 98.40% 95.47% 95.47% 100.00% 100.00% 100.00% 100.00%AIRTEL 0.02% 0.01% 0.01% 0.03% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 95.33% 95.33% 100.00% 100.00% 100.00% 100.00%BSNL 0.05% 0.05% 0.03% 0.03% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 95.97% 95.00% 98.00% 98.00% 100.00% 100.00% NDR 100.00%IDEA 0.04% 0.04% 0.07% 0.07% 100.00% 100.00% 100.00% 100.00% 70.22% 100.00% 99.75% 99.75% 99.21% 99.21% 100.00% 100.00% 100.00% 100.00%MTS 0.04% 0.04% 0.01% 0.01% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.94% 99.94% 96.19% 96.19% 100.00% 100.00% 100.00% 100.00%

Reliance Comm 0.09% 0.09% 0.09% 0.09% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.39% 99.39% 98.94% 98.94% 100.00% 100.00% 69.16% 69.16%Reliance JIO NDR NDR NDR NDR NDR NDR NDR NDR 99.61% NDR 95.99% NDR 88.22% NDR NDR NDR NDR NDRTATA CDMA 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% NDR 100.00% 99.08% 99.08% 100.00% 100.00% 100.00% 100.00%

Tata GSM NA 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 96.18% 96.18% 96.96% 96.96% 100.00% 100.00% 100.00% 100.00%Vodafone 0.07% 0.07% 0.06% 0.06% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 92.20% 92.06% 100.00% 100.00% 100.00% 100.00%

Time taken for refund of deposits after closures

Name of Service Provider

≤ 0.1% ≤ 0.1% 98% within 4 weeks 100% within 6 weeks

Customer Servcice Quality Parameters

Metering and billing Response time to the customer for

assistanceTermination / closure of service

Metering and billing credibility - post paid

Metering and billing credibility - pre paid

Resolution of billing/charging complaints

100% within 60 days

Percentage of calls answered by the operators (voice to voice) within 90 seconds

Resolution of billing/charging complaints

within 1 week of resolution of complaint

≥ 95%

Accessibility of call centre/ customer care

≥ 95% 100% within 7 days

%age requests for Termination / Closure of service complied within 7 days

Period of applying credit/ waiver/ adjustment to customer’s account from the date of resolution of complaints

difference between Audited Data and reported data

out of bench mark as well as difference between Audited Data and reported data

out of bench mark


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1.12 COMPARISON BETWEEN AUDITED DATA AND OPERATOR’S DATA FOR PMR 3G

BenchmarkAudited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported Audited Reported

Airtel 0.12% 0.12% 0.14% 0.16% 99.43% 99.43% 0.03% 0.03% 0.03% 0.03% 0.51% 0.51% 0.93% 0.91% 98.90% 98.91%BSNL 1.10% 1.07% 1.69% 1.63% 98.96% 99.33% 0.76% 0.73% 0.99% 0.93% 1.15% 1.13% 1.97% 1.93% NDR 97.00%Reliance Comm. 0.16% 0.21% 0.00% 0.87% 99.76% 99.76% 0.16% 0.16% 0.11% 0.11% 0.05% 0.05% 0.20% 0.21% 99.31% 99.52%Vodafone 0.07% 0.07% 0.10% 0.18% 99.89% 99.89% 0.02% 0.02% 0.01% 0.01% 0.26% 0.26% 2.81% 2.77% 98.90% 98.90%Tata NDR 0.00% NDR 0.00% NDR 100.00% NDR 0.00% NDR 0.00% NDR 0.00% NDR 0.00% NDR 100.00%

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2 CRITICAL FINDINGS

PMR Consolidated 2G (Network Parameters)

All operators met the Benchmark for all Network parameters.

POI Congestion –consolidated

Vodafone failed to meet the benchmark(

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3 PARAMETER DESCRIPTION& DETAILED FINDINGS - COMPARISON BETWEEN PMR DATA, 3 DAY LIVE DATA AND LIVE CALLING DATA FOR 2G

3.1 BTS ACCUMULATED DOWNTIME

3.1.1 PARAMETER DESCRIPTION

The parameter of network availability would be measured from following sub-parameters

1. BTSs Accumulated downtime (not available for service)

2. Worst affected BTSs due to downtime

1. Definition - BTSs (Base Transceiver Station) accumulated downtime (not available for service) shall basically measure the downtime of the BTSs, including its transmission links/circuits during the period of a month, but excludes all planned service downtime for any maintenance or software up gradation. For measuring the performance against the benchmark for this parameter the downtime of each BTS lasting more than 1 hour at a time in a day during the period of a month were considered.

2. Computation Methodology – BTS accumulated downtime (not available for service) = Sum of downtime of BTSs in a month in hours i.e. total outage time of all BTSs in hours

during a month / (24 x Number of days in a month x Number of BTSs in the network in licensed service area) x 100

3. TRAI Benchmark –

a. BTSs Accumulated downtime (not available for service) ≤ 2%

4. Audit Procedure –

The fault alarm details at the OMC (MSC) for the network outages (due to own network elements and infrastructure service provider end outages) was audited

All the BTS in service area were considered. Planned outages due to network up gradation, routine maintenance were not considered.


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Any outage as a result of force majeure were not considered at the time of calculation

Data is extracted from system log of the server of the operator. This data is in raw format which is further processed to arrive at the cumulative values.

List of operating sites with cell details and ids are taken from the operator.

When there is any outage a performance report gets generated in line with that cell resulting in master base of the Accumulated downtime and worst affected BTS due to downtime.

3.1.2 KEY FINDINGS - CONSOLIDATED

Data Source: Operations and Maintenance Center (OMC) of the operators


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All operators met the benchmark for BTS accumulated downtime as per audit/PMR data.

3.1.2.1 KEY FINDINGS – JANUARY 2017



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3.1.2.2 KEY FINDINGS – FEBRUARY 2017

Data Source: Operations and Maintenance Center (OMC) of the operator


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3.1.2.3 KEY FINDINGS – MARCH 2017



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3.2 WORST AFFECTED BTS DUE TO DOWNTIME


Definition – Worst Affected BTS due to downtime shall basically measure percentage of BTS having downtime greater than 24 hours in a month. Planned outages were not considered as part while computing.

For measuring the parameter “Percentage of worst affected BTSs due to downtime" the downtime of each BTS lasting for more than 1 hour at a time in a day during the period of a month was considered.

Computation Methodology –

Worst affected BTSs due to downtime = (Number of BTSs having accumulated downtime greater than 24 hours in a month /Number of BTS in Licensed Service Area) * 100

TRAI Benchmark –

a. Worst affected BTSs due to downtime ≤ 2%

Audit Procedure –

i. The fault alarm details at the OMC (MSC) for the network outages (due to own network elements and infrastructure service provider end outages) was audited

ii. All the BTS in service area were considered. Planned outages due to network up gradation, routine maintenance were not considered.

iii. Data is extracted from system log of the server of the operator. This data is in raw format which is further processed to arrive at the cumulative values.

iv. Any outage as a result of force majeure was not considered at the time of calculation.

v. List of operating sites with cell details and ids are taken from the operator.


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vi. All the BTS having down time greater than 24 hours is assessed and values of BTS accumulated downtime is computed in accordance.

3.2.2 KEY FINDINGS– CONSOLIDATED


All operators met the benchmark for worst affected BTSs due to downtime as per audit/PMR data.

Significant difference was observed between PMR & live measurement data for BSNL and Reliance GSM


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3.3 CALL SET UP SUCCESS RATE


1. Definition: The ratio of successful calls established to total calls is known as Call Set-Up Success Rate (CSSR).2. Computation Methodology-

(Calls Established / Total Call Attempts) * 100Call Established means the following events have happened in call setup:-

call attempt is made

the TCH is allocated

the call is routed to the outward path of the concerned MSC

3. TRAI Benchmark≥ 95%4. Audit Procedure –

The cell-wise data generated through counters/ MMC available in the switch for traffic measurements

CSSR calculation should be measured using OMC generated data only

Measurement should be only in Time Consistent Busy Hour (CBBH) period for all days of the week

Counter data is extracted from the NOC of the operators.

Total calls established include all calls established excluding Signaling blocking, TCH Drop and TCH blocking.

The numerator and denominator values are derived from adding the counter values from the MSC.


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Data Source: Network Operations Center(NOC) of the operators

All operators met the TRAI benchmark as per audit/PMR data.


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3.4 NETWORK CHANNEL CONGESTION- PAGING CHANNEL /TCH CONGESTION/POI


1. Definition: It means a call is not connected because there is no free channel to serve the call attempt. This parameter represents congestion in the network. It happens at three levels:

SDCCH Level: Stand-alone dedicated control channel

TCH Level: Traffic Channel

POI Level: Point of Interconnect

2. Computational Methodology:

SDCCH / TCH Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An)

Where:-A1 = Number of attempts to establish SDCCH / TCH made on day 1

C1 = Average SDCCH / TCH Congestion % on day 1

A2 = Number of attempts to establish SDCCH / TCH made on day 2

C2 = Average SDCCH / TCH Congestion % on day 2

An = Number of attempts to establish SDCCH / TCH made on day n

Cn = Average SDCCH / TCH Congestion % on day n

POI Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An)

Where:-A1 = POI traffic offered on all POIs (no. of calls) on day 1

C1 = Average POI Congestion % on day 1

A2 = POI traffic offered on all POIs (no. of calls) on day 2



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An = POI traffic offered on all POIs (no. of calls) on day n

Cn = Average POI Congestion % on day n

3. Benchmark:

SDCCH Congestion: ≤ 1%, TCH Congestion: ≤ 2%, POI Congestion: ≤ 0.5%


Audit of the details of SDCCH and TCH congestion percentages computed by the operator (using OMC–Switch data only) would be conducted

The operator should be measuring this parameter during Time consistent busy hour (TCBH) only SDCCH

3.4.2 KEY FINDINGS - SDCCH/PAGING CHANNEL CONGESTION (CONSOLIDATED)


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All operators met the benchmark as per PMR/audit Data.

NA: SDCCH/ Paging channel congestion not applicable for CDMA operators.




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3.4.3 KEY FINDINGS – TCH CONGESTION (CONSOLIDATED)


All operators met the benchmark as per audit/PMR report.

Significant difference was observed between PMR & live measurement data for Aircel .


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3.4.4 KEY FINDINGS – POI CONGESTION (CONSOLIDATED) – AVERAGE OF 3 MONTHS

Benchmark Aircel Airtel BSNL Idea MTS Reliance Comm. Tata CDMA Tata GSM VodafoneTotal No. of call attempts on POI 3429262 6445609 NDR 3490850 419955 1005003 351312 339088 3732775

Total traffic served on all POIs (Erlang) 85147.56 184007.73 NDR 78954.05 9553.68 25340.42 7692.01 7807.72 72200.36Total No. of circuits on all individual POIs 192284 209788 NDR 153421 47597 52794 37785 32590 151329

Total number of working POI Service Area wise

37 119 NDR 139 65 33 149 80 65

Capacity of all POIs 188487.83 204740.43 NDR 148129.56 47691.81 49842.93 34611.46 31404.20 152762.67No. of all POI’s having >=0.5% POI

congestion0 0 NDR 0 0 0 0 0 1

Name of POI not meeting the benchmark >=0.5% NA NA NDR NA NA NA NA NA RJIO

Benchmark Aircel Airtel BSNL Idea MTS Reliance Comm. Tata CDMA Tata GSM VodafoneTotal No. of call attempts on POI 3424718 7256908 686126 3612103 433206 963965 348231 348812 4471765Total traffic served on all POIs (Erlang) 77848.99 162105 11131 79726 8827.40 20408.52 7199 7631 83165Total No. of circuits on all individual POIs 191425 228640 44586 150931 47448 54683 40049 30532 154527Total number of working POI Service Area wise 37 126 137 138 65 33 161 42 65

Capacity of all POIs 187479.45 223147.96 30203.00 145675.67 47524.40 51380.64 36987.00 30249.47 155993.11No. of all POI’s having >=0.5% POI congestion Nil Nil Nil Nil NIL Nil Nil Nil 2

Name of POI not meeting the benchmark >=0.5% NA NA NA NA NA NA NA NA R JIO Local POI

Audit results of POI Congestion-Average PMR Data

LIVE Measurement results of POI Congestion-3 day Live Data


Vodafone did not meet the benchmark of POI Congestion as per PMR/audit Data.


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37 119 NDR 139 65 33 224 36 65


congestionNA Nil NDR Nil NIL Nil Nil Nil 1

Name of POI not meeting the benchmark >=0.5% NA NA NDR NA NIL 0.00 NA NA RJIO Local POI

Audit results of POI Congestion- Monthly PMR Data -January 2017






37 115 NDR 140 65 33 180 42 65


congestionNil Nil NDR Nil NIL Nil Nil Nil 1

Name of POI not meeting the benchmark >=0.5% NA NA NDR NA NA NA NA NA RJIO Local

Audit results of POI Congestion- Monthly PMR Data -February 2017



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37 124 NDR 138 65 33 161 42 65


congestionNil Nil NDR Nil Nil Nil Nil Nil 1

Name of POI not meeting the benchmark >=0.5% NA NA NDR NA NA NA NA NA RJIO Local

Audit results of POI Congestion- Monthly PMR Data -March 2017


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3.5 CALL DROP RATE


1. Definition - The dropped call rate is the ratio of successfully originated calls that were found to drop to the total number of successfully originated calls that were correctly released.

Total calls dropped = All calls ceasing unnaturally i.e. due to handover or due to radio loss

Total calls established = All calls that have TCH allocation during busy hour

2. Computational Methodology: (Total Calls Dropped / Total Calls Established) x 100


Call drop rate ≤ 2%


Audit of traffic data of the relevant quarter kept in OMC-R at MSCs and used for arriving at CDR was used

The operator should only be considering those calls which are dropped during Time consistent busy hour (TCBH) for all days of the relevant quarter.


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3.5.2 KEY FINDINGS – CONSOLIDATED


All operators met the benchmark for call drop rate during audit.


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Data Source: Network Operations Center(NOC) of the operator


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3.6 CELLS HAVING GREATER THAN 3% TCH DROP


1. Definition- Worst Affected Cells having more than 3% TCH drop shall measure the ratio of total number of cells in the network to the ratio of cells having more than 3% TCH drop.

2. Computational Methodology: (Total number of cells having more than 3% TCH drop during CBBH/ Total number of cells in the network) x 100


Worst affected cells having more than 3% TCH drop rate ≤ 3%


Audit of traffic data of the relevant quarter kept in OMC-R at MSCs and used for arriving at CDR would be conducted.

The operator should only be considering those calls which are dropped during Cell Bouncing Busy hour (CBBH) for all days of the relevant quarter.


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All operators met the TRAI benchmark.

No significant difference was observed between PMR & live measurement data for all TSPs .


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3.7 VOICE QUALITY


1. Definition:

for GSM service providers the calls having a value of 0 –5 are considered to be of good quality (on a seven point scale)

For CDMA the measure of voice quality is Frame Error Rate (FER). FER is the probability that a transmitted frame will be received incorrectly. Good voice quality of a call is considered when it FER value lies between 0 – 4 %


% Connections with good voice quality = (No. of voice samples with good voice quality / Total number of samples) x 100

3. TRAI Benchmark:≥ 95%


a. A sample of calls would be taken randomly from the total calls established.

b. The operator should only be considering those calls which are meeting the desired benchmark of good voice quality.


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3.7.2 KEY FINDINGS


All operators met the benchmark for Voice quality as per PMR and live data.


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3.7.3 KEY FINDINGS- JANUARY 2017


3.7.3.1 KEY FINDINGS – FEBRUARY 2017\



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3.7.3.2 KEY FINDINGS – MONTH 3

N



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4 PARAMETER DESCRIPTION & DETAILED FINDINGS - COMPARISON BETWEEN PMR DATA, 3 DAY LIVE DATA AND LIVE CALLING DATA FOR 3G

4.1 NODE BS DOWNTIME


The parameter of network availability would be measured from following sub-parameters

1. Node Bs downtime (not available for service)

2. Worst affected Node Bs due to downtime

Definition - Node Bs downtime (not available for service): In the case of 3G networks, instead of BTS the nomenclature is Node B. The measurement methodology for the parameter Node B Accumulated downtime (not available for service) will be similar to the existing parameter for BTSs Accumulated downtime (not available for service).

Data Extraction/collection methodology - Data extraction to be done from appropriate counters. Auditors should be aware of counter details and definitions for each operator.

Source of Data: Network Operation Center (NOC) or a Central Server Computation Methodology –

Node Bs downtime (not available for service) = Sum of downtime of Node Bs in a month in hours i.e. total outage time of all Node Bs in hours during a month / (24 x Number of days in a month x Number of Node Bs in the network in licensed service area) x 100


a. Node Bs downtime (not available for service) ≤ 2%


The fault alarm details at the OMC (MSC) for the network outages (due to own network elements and infrastructure service provider end outages) was audited


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All the Node Bs in service area was considered. Planned outages due to network up gradation, routine maintenance were not considered.

Any outage as a result of force majeure were not considered at the time of calculation

Data is extracted from system log of the server of the operator. This data is in raw format which is further processed to arrive at the cumulative values.

List of operating sites with cell details and ids are taken from the operator.

When there is any outage a performance report gets generated in line with that cell resulting and master base of the Node Bsdowntime and worst affected Node Bs due to downtime.



All operators met the benchmark for Node Bs downtime.


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Data Source: Operations and Maintenance Center (OMC) of the operator




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4.2 WORST AFFECTED NODE BS DUE TO DOWNTIME


Definition – Worst Affected Node Bs due to downtime shall basically measure percentage of Node Bs having downtime greater than 24 hours in a month. Planned outages were not considered as part while computing.

For measuring the parameter “Percentage of worst affected Node Bs due to downtime" the downtime of each Node B lasting for more than 1 hour at a time in a day during the period of a month was considered.

Computation Methodology –

Worst affected Node Bs due to downtime = (Number of Node Bs having accumulated downtime greater than 24 hours in a month /Number of Node Bs in Licensed Service Area) * 100

TRAI Benchmark –

b. Worst affected Node Bss due to downtime ≤ 2%

Audit Procedure –

i. The fault alarm details at the OMC (MSC) for the network outages (due to own network elements and infrastructure service provider end outages) was audited

ii. All the Node Bs in service area were considered. Planned outages due to network up gradation, routine maintenance were not considered.

iii. Data is extracted from system log of the server of the operator. This data is in raw format which is further processed to arrive at the cumulative values.

iv. Any outage as a result of force majeure was not considered at the time of calculation.

v. List of operating sites with cell details and ids are taken from the operator.


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vi. All the Node Bs having down time greater than 24 hours is assessed and values of Node Bs accumulated downtime is computed in accordance.



All operators met the benchmark for worst affected BTSs due to downtime as per audit/PMR data.

Significant difference was observed for BSNL between PMR & live measurement data .


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Call Set Up Success Rate


1. Definition: This parameter is same for 2G Networks as well as 3G Networks. However, the network elements involved in both the networks are different. Call Set-up Success Rate is defined as the ratio of Established Calls to Call Attempts. For establishing a call in 3G Networks, User Equipment (UE) accesses the Universal Terrestrial Radio Access Network (UTRAN) and establishes an RRC connection. Once RRC connection is established the Non Access Stratum (NAS) messages are exchanged between the UE and the Core Network (CN). The last step of the call setup is the establishment of a Radio Access Bearer (RAB) between the CN and the UE. However, any RAB abnormal release after RAB Assignment Response or Alerting/Connect message is to be considered as a dropped call.

2. Data Extraction/collection methodology - Data extraction to be done from appropriate counters. Auditors should be aware of counter details and definitions for each operator.

3. Source of Data: Network Operation Center (NOC) or a Central Server

4. Computation Methodology-(RRC Established / Total RRC Attempts) * 100

RRC Established means the following events have happened in RRC setup:-

RRC attempt is made

The RRC established

The RRC is routed to the outward path of the concerned MSC

5. TRAI Benchmark≥ 95%


The cell-wise data generated through counters/ MMC available in the switch for traffic measurements


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CSSR calculation should be measured using OMC generated data only

Measurement should be only in Time Consistent Busy Hour (CBBH) period for all days of the week

Counter data is extracted from the NOC of the operators.

Total calls established include all calls established excluding RAB congestion.

The numerator and denominator values are derived from adding the counter values from the MSC.




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All operators met the TRAI benchmark as per audit/PMR data.





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4.3 NETWORK CHANNEL CONGESTION- RRC CONGESTION/ CIRCUIT SWITCHED RAB CONGESTION


1. Definition(RRC Congestion): This parameter has been amended to include RRC Congestion in 3G Networks.2. Definition(Circuit Switched RAB congestion): Circuit Switched RAB congestion is similar to Traffic Channel Congestion. Therefore, the

existing parameter has been amended to include RAB congestion in 3G Networks.3. Point of Interconnection (POI) Congestion:This parameter denotes congestion at the outgoing traffic between two networks and is equally

applicable for 2G networks and 3G networks.

RRC Level: Stand-alone dedicated control channel

RAB Level: Traffic Channel

POI Level: Point of Interconnect


5. Source of Data: Network Operation Center (NOC) or a Central Server 6. Computational Methodology:

RRC / RAB Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An)

Where:-A1 = Number of attempts to establish RRC/ RAB made on day 1

C1 = Average RRC / RAB Congestion % on day 1

A2 = Number of attempts to establish RRC / RAB made on day 2

C2 = Average RRC / RAB Congestion % on day 2

An = Number of attempts to establish RRC / RAB made on day n

Cn = Average RRC / RAB Congestion % on day n


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POI Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An)

Where:-A1 = POI traffic offered on all POIs (no. of calls) on day 1


A2 = POI traffic offered on all POIs (no. of calls) on day 2


An = POI traffic offered on all POIs (no. of calls) on day n

Cn = Average POI Congestion % on day n

7. Benchmark:

RRC Congestion: ≤ 1%, RAB Congestion: ≤ 2%, POI Congestion: ≤ 0.5%


Audit of the details of RRC and RAB congestion percentages computed by the operator (using OMC–Switch data only) would be conducted

The operator should be measuring this parameter during Time consistent busy hour (TCBH) only RRC


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4.3.2 KEY FINDINGS - RRC CONGESTION (CONSOLIDATED)


All operators met the benchmark for RRC congestion.


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4.3.3 KEY FINDINGS – CIRCUIT SWITCHED RAB CONGESTION (CONSOLIDATED)


All operators met the benchmark as per audit/PMR report.


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4.4 CIRCUIT SWITCHED VOICE DROP RATE


1. Definition - The Call Drop Rate measures the inability of Network to maintain a call and is defined as the ratio of abnormal speech disconnects with respect to all speech disconnects (both normal and abnormal). In 3G Networks, a normal disconnect is initiated from the Mobile Switching Centre (MSC) at completion of the call by a RAB Disconnect message. An abnormal RAB disconnect can be initiated by either UTRAN or CN and includes Radio Link Failures, Uplink (UL) or Downlink (DL) interference or any other reason.

Total No. of voice RAB abnormally released = All calls ceasing unnaturally i.e. due to handover or due to radio loss

No. of voice RAB normally released = All calls that have RAB allocation during busy hour



4. Computational Methodology: (No. of voice RAB normally released / (No. of voice RAB normally released + RAB abnormally released )x 100

Key Performance Indicator Term Definition

#RAB Normal Release(CSV) Number of voice RAB normally Released

#RAB Abnormal Release(CSV) Number of voice RAB abnormallyReleased


Circuit switched voice drop rate ≤ 2%


Audit of traffic data of the relevant quarter kept in OMC-R at MSCs and used for arriving at CDR was used

The operator should only be considering those calls which are dropped during Time consistent busy hour (TCBH) for all days of the relevant quarter.


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All operators met the benchmark for call drop rate during audit.



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4.5 WORST AFFECTED CELLS HAVING MORE THAN 3% CIRCUIT SWITCHED VOICE DROP RATE


1. Definition- Cells having more than 3% circuit switch voice quality:The existing parameter has been amended to cover 3G Networks to assess worst affected cells having more than 3% CSV Drop Rate.



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4. Computational Methodology: (Number of cells having CSV drop rate > 3% during CBBH in a month/ Total number of cells in the licensed area) x 100


Worst affected cells having CSV drop rate > 3% during CBBH in a month ≤ 3%


Audit of traffic data of the relevant quarter kept in OMC-R at MSCs and used for arriving at CDR would be conducted.

The operator should only be considering those calls which are dropped during Cell Bouncing Busy hour (CBBH) for all days of the relevant quarter.


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All operators met the benchmark during audit.


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Data Source: Network Operations Center(NOC) of the operator



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4.6 CIRCUIT SWITCH VOICE QUALITY


5. Definition:

for GSM service providers the calls having a value of 0 –5 are considered to be of good quality (on a seven point scale)

For CDMA the measure of voice quality is Frame Error Rate (FER). FER is the probability that a transmitted frame will be received incorrectly. Good voice quality of a call is considered when it FER value lies between 0 – 4 %


% Connections with good voice quality = (No. of voice samples with good voice quality / Total number of samples) x 100

7. TRAI Benchmark:≥ 95%


a. A sample of calls would be taken randomly from the total calls established.

b. The operator should only be considering those calls which are meeting the desired benchmark of good voice quality.


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4.6.2 KEY FINDINGSData Source: Network Operations Center(NOC) of the operatorsBsnl has not provided the Data for parameter circuit switch Voice quality in live audit as well as monthly PMR




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4.6.2.3 KEY FINDINGS – MONTH 3



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5 PARAMETER DESCRIPTION AND DETAILED FINDINGS – NON-NETWORK PARAMETERS

5.1 METERING AND BILLING CREDIBILITY

The billing complaintsfor postpaid are calculated by averaging over one billing cycle in a quarter. For example, there are three billing cycles in a quarter, the data for each billing cycle is calculated separately and then averaged over.

The charging complaints for prepaid are calculated by taking all complaints in a quarter.


All the complaints related to billing/ charging as per clause 3.7.2 of QoS regulation of 20thDecember, 2009 were covered.The types of billing complaints covered are listed below.

Payments made and not credited to the subscriber account

Payment made on time but late payment charge levied wrongly

Wrong roaming charges

Double charges

Charging for toll free services

Local calls charged/billed as STD/ISD or vice versa

Calls or messages made disputed

Validity related complaints

Credit agreed to be given in resolution of complaint, but not accounted in the bill

Charging for services provided without consent

Charging not as per tariff plans or top up vouchers/ special packs etc.


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Overcharging or undercharging

In addition to the above, any billing complaint which leads to billing error, waiver, refund, credit, or any adjustment is also considered as valid billing complaint for calculating the number of disputed bills.

Computational Methodology:

Billing complaints per 100 bills issued (Post-paid) = (Total billing complaints** received during the relevant billing cycle / Total bills generated* during the relevant billing cycle)*100

*Operator to include all types of bills generated for customers. This would include printed bills, online bills and any other forms of bills generated

**Billing complaints here shall include only dispute related issues (including those that may arise because of a lack of awareness at the subscribers’ end). It does not include any provisional issues (such as delayed dispatch of billing statements, etc.) in which the operator has opened a ticket internally.

Charging complaints per 100 subscribers (Prepaid) = (Total charging complaints received during the quarter/ Total number of subscribers reported by the operator at the end of the quarter) * 100

TRAI Benchmark:


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5.1.2 KEY FINDINGS – METERING AND BILLING CREDIBILITY (POSTPAID)

Data Source: Billing Center of the operators

All operators met the benchmark for metering and billing credibility of postpaid subscribers.


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5.1.3 KEY FINDINGS - METERING AND BILLING CREDIBILITY (PREPAID)


All operators met the benchmark for metering and billing credibility of prepaid subscribers.

5.2 RESOLUTION OF BILLING/ CHARGING COMPLAINTS


Calculation of Percentage resolution of billing complaints

The calculation methodology (given below) as per QoS regulations 2009 (7 of 2009) was followed to -calculate resolution of billing complaints.

Resolution of billing complaints within 4 weeks:


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Resolution of billing complaints within 6 weeks:

**Billing complaints here shall include only dispute related issues (including those that may arise because of a lack of awareness at the subscribers’ end). It does not include any provisional issues (such as delayed dispatch of billing statements, etc.) in which the operator has opened a ticket internally. Complaints raised by the consumers to operator are only considered as part of the calculation.

The complaints that get marked as invalid by the operator are not considered for calculation as those complaints cannot be considered as resolved by the operator.

*** Date of resolution in this case would refer to the date when a communication has taken place from the operator’s end to inform the complainant about the final resolution of the issue / dispute.

Benchmark: 98% complaints resolved within 4 weeks, 100% within 6 weeks.


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5.2.2 KEY FINDINGS- WITHIN 4 WEEKS


All operators met the benchmark for resolution of billing complaints within 4 weeks in PMR data. For Tata GSM the complaints were Nil .


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5.2.3 KEY FINDINGS WITHIN 6 WEEKS


All operators met the TRAI benchmark of resolution of billing complaints within 4 weeks as well as within 6 weeks. Reliance JIO has not submitted the data for above parameters .


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Idea failed to meet the benchmark for %age of credit waiver received within One Week “.


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5.3 CALL CENTRE PERFORMANCE-IVR



Call centre performance IVR = (Number of calls connected and answered by IVR/ All calls attempted to IVR) * 100

TRAI Benchmark: >= 95%

Audit Procedure:

Operators provide details of the following from their central call centre/ customer service database:

Total calls connected and answered by IVR

Total calls attempted to IVR

Also live calling is done to test the calls connected and answered by IVR

5.3.2 KEY FINDINGS


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Data Source: Customer Service Center of the operators

All operators met the benchmark.

5.4 CALL CENTRE PERFORMANCE-VOICE TO VOICE



Call centre performance Voice to Voice = (Number of calls answered by operator within 90 seconds/ All calls attempted to connect to the operator) * 100

Audit Procedure:

Operators provide details of the following from their central call centre/ customer service database:

Total calls connected and answered by operator within 90 seconds


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Total calls attempted to connect to the operator

Also live calling was done to test the calls answered within 90 seconds by the operator

Benchmark: 95% calls to be answered within 90 seconds

5.4.2 KEY FINDINGS


Reliance JIO & Vodafone failed to meet the benchmark as per audit. However, as per live calling done to customers, the performance of Reliance JIO,Tata GSM &Tata CDMA is far below the benchmark .BSNL was unable to perform live three day check.


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5.5 TERMINATION/CLOSURE OF SERVICE



Time taken for closure of service = (number of closures done within 7 days/ total number of closure requests) * 100

TRAI Benchmark:

Termination/Closure of Service:


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All operators met the TRAI benchmark for the parameter.

5.6 REFUND OF DEPOSITS AFTER CLOSURE



Time taken for refund for deposit after closures = (number of cases of refund after closure done within 60 days/ total number of cases of refund after closure) * 100

Any case where the operators need to return the amount back to consumers post closure of service in form of cheque/cash is considered to be refund.

TRAI Benchmark:

Time taken for refund for deposit after closures: 100% within 60 days

Audit Procedure:

Operator provide details of the following from their central billing/refund database:

Dates of completion of all ‘closure requests’ resulting in requirement of a refund by the operator.

Dates of refund pertaining to all closure request received during the relevant quarter


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5.6.2 KEY FINDINGS


All operators met the TRAI benchmark for the parameter.


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6 ANNEXURE– CONSOLIDATED-2G

6.1 NETWORK AVAILABILITY

Name of Parameter Benchmark Aircel Airtel BSNL Idea MTS Reliance Comm. Tata CDMA Tata GSM Vodafone

Total no. of BTSs in the licensed service area 2563 8730 4332 6886 1532 2060 509 2064 7887

Sum of downtime of BTSs in a month in hours i.e. total outage time of all BTSs in hours in a month

1017.38 5984.08 32393 2514.24 1698.59 1635.82 258.96 680.92 3491.06

[(Sum of downtime of BTSs in a month in hrs)/(24* no. of days in the month*no. of BTSs in the licensed service area)]*100

< = 2% 0.05% 0.09% 0.32% 0.05% 0.15% 0.11% 0.05% 0.04% 0.06%

No. of BTSs having accumulated downtime of >24 hours in a month 1 13 37 1 2 16 0 0 12

(No. of BTSs having accumulated downtime of > 24 hrs in a month / Total no. of BTSs in the licensed service area)*100

< = 2% 0.05% 0.15% 0.86% 0.01% 0.13% 0.79% 0.07% 0.00% 0.15%

2G Network Availability-QE March 2017Name of Operator



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6.2 CONNECTION ESTABLISHMENT (ACCESSIBILITY)


Total No of Call Attempts 94288857 564547341 94317850 234220683 35435030 107209580548190 8532041 262083790000 308209164Total No. of Established Call 92192081 542660617 93008248 232640854 35147524 105234073121567 8441371 260869868337 306400535CSSR (Total No. of Established Call/ Total No of Call Attempts)*100 >=95% 97.78% 96.12% 98.61% 99.33% 99.19% 98.16% 98.94% 99.54% 99.41%

Equipped Capacity of N/W in Erlang 3743559.32 14922431.72 30819722 9464081.44 3960000.00 102000.00 1417686.33 68731.00 9984246.51

Total traffic handled in TCBH in Erlang 3230554.89 14961963.60 236876 6835797.02 981613.32 35559.00 482603.95 NDR 8569706.11

No. of Attempted Calls 270609500 1761465207 NDR 809880693 35435030 123637301 8532041 26208379 1180662987SDCCH Attempts (A) 270609500 1761465207 6592939 809880693 NA 123637301 NA 82746008 1180662987SDCCH Failed (B) 311190.00 9321512.67 88773 1658676.67 NA 113894.00 NA 27027 1944443.67SDCCH Congestion(%) [B/A]*100


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6.3 CONNECTION MAINTENANCE (RETAINABILITY)


Total Established Calls (A) 93569482 542660617 NDR 227453726 32708817 42606459 9399119 26076177 304316558

Calls Dropped after Establishment (B) 623314 3640680 NDR 1094586 157894 62093 26992 60005 1898907

Call Drop Rate [B/A]*100


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6.4 VOICE QUALITY

Name of Parameter Benchmark Aircel Airtel BSNL Idea MTS Reliance Comm. Tata CDMA Tata GSM Vodafoneb.Connection with good voice quality (with frequency hopping) in nos. [Scale (0-5)]

19075805062 164504505870 NDR 38124649447 NA 6492901168 284962425 4829421284 53766509838

b.Connection with good voice quality (with frequency hopping) in nos. [Scale (0-7)]

19651667321 166413599067 NDR 39095890169 219310681772 6557994534 332677868 4863600533 55590465539

c.Percentage of connection with good voice Quality c=a/b*100 > = 95% 97.07% 98.85% NDR 97.52% 99.22% 99.01% 85.66% 99.30% 96.72%

Voice quality 2G-QE March 2017Name of Operator

Data Source: Network Operations Center(NOC) of the operators and Drive test reports submitted by operators to auditors

6.5 POI CONGESTION


Total No. of call attempts on POI 3429262 6445609 NDR 3490850 419955 1005003 10378083 10558863 3732775Total traffic served on all POIs (Erlang) 85147.56 184007.73 NDR 78954.05 9553.68 25340.42 224466.05 238667 72200.36

Total No. of circuits on all individual POIs 192284 209788 NDR 153421 47597 52794 1227804 946492 151329

Total number of working POI Service Area wise 37 119 NDR 139 65 33 5658 1302 65

Capacity of all POIs 188487.83 204740.43 NDR 148129.56 47691.81 49842.93 1106316.53 937734 152762.67No. of all POI’s having >=0.5% POI congestion Nil Nil NDR Nil Nil Nil Nil Nil 1

Name of POI not meeting the benchmark (having >=0.5% POI congestion)

NA NA NDR NA NA NA NA NA RJIO Local

POI Congestion 2G-QE March 2017

Name of Operator



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7 ANNEXURE – CONSOLIDATED-3G

7.1 NETWORK AVAILABILITY

Name of Parameter BenchmarkAirtel BSNL Reliance Comm. Vodafone

Node Bs' Accumulated Downtime:Total no. of Node B's in the Licensed Service Area 6634 1803 691 3637Sum of downtime of Node B's in a month in hours i.e. total outage time of all Node B's in hours in a month 5846.01 14767 1128.40 1807.66[(Sum of downtime of Node B's in a month in hrs)/(24* no. of days in the month*no. of Node B's in the licensed service area)]*100

24 hours in a month 9 30 0 4((No. of Node B's having Accumulated Downtime of > 24 hrs in a month) / Total no. of BTSs in the licensed service area)*100


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7.2 CONNECTION ESTABLISHMENT (ACCESSIBILITY)


Total No. of Voice Call Attempts 608823302914643000000 107743981 1027121414 51227568Total No. of Voice Call Establishment 605557970341925000000 106875873 1024609883 51171632CSSR >=95% 99.43% 98.96% 99.76% 99.89%

RRC Attempts (RRC Connection Access) (A)

68580677 1110961315 49890327 43813317RRC Failed (RRC Connection Access Failed) (B) 19428 8144581 81302 7244RRC Congestion (%) [B/A]*100


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7.3 CONNECTION MAINTENANCE (RETAINABILITY)


Total Established Calls (A) 85683776 106875802 7085382 51070078Calls Dropped after Establishment (B) 428924 1199415 3416 134129Call Drop Rate [B/A]*100


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7.4 POI CONGESTION


Total No. of call attempts on POI NA NDR 30886655 NATotal traffic served on all POIs (Erlang) NA NDR 815779.355 NATotal No. of circuits on all individual POIs NA NDR 1541537 NATotal number of working POI Service Area wise NA NDR 973.5 NACapacity of all POIs NA NDR 1451590.955 NANo. of all POI’s having >=0.5% POI congestion NA NDR 0 NAName of POI not meeting the benchmark (having >=0.5% POI congestion) NA NDR 0 NA

POI Congestion -3G PMR Consolidated

Total No. of POI’s in Month having


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8 ANNEXURE –CUSTOMER SERVICES

8.1 METERING AND BILLING CREDIBILITY

Benc

h-

mar

k AIRCEL AIRTEL BSNL IDEA RCOM (GSM) TATA (GSM) VODAFONE Reliance JIO MTS TATA (CDMA)

Name of Parameter GSM OperatorsMetering & Billing Credibility -Post PaidA) No. of bills issued during the quarter

133447 1256246 448152 449590 259177 0 2004859 NDR 93718 60409

B) No. of bills disputed including billing complaints during the quarter

0 301 238 189 229 0 1377 NDR 36 0

C)% of billing complaints during the quarter


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AIRCEL AIRTEL BSNL IDEA RCOM (GSM)

TATA (GSM)

VODAFONE

Reliance JIO

MTS TATA (CDMA)

Name of ParameterA) No. of Billing/Charging/Credit/Validity Complaints received during the quarter

0 6259 1878 14806 5277 0 8470 NDR 210 0

B) No. of billing complaints for Post paid customers/Charging/Credit/Validity complaints for pre-paid customers resolved within 4 weeks during the quarter

0 6259 1878 14806 5277 0 8470 NDR 210 0

C) No. of billing complaints for Post paid customers/Charging/Credit/Validity complaints for pre-paid customers resolved within 6 weeks during the quarter

0 6259 1878 14806 5277 0 8470 NDR 210 0

D) % of billing complaints (for post paid customer) / Charging/Credit/Validity (for Pre paid customer) resolved within 4 weeks

>=98% within 4 weeks

NA 100.00% 100.00% 100.00% 100.00% NA 100.00% NDR 100.00% NA

E) % of billing complaints (for post paid customer) / Charging/Credit/Validity (for Pre paid customer) resolved within 6 weeks

100% within 6 weeks

NA 100.00% 100.00% 100.00% 100.00% NA 100.00% NDR 100.00% NA

F) % of Period of applying credit/Waiver/Adjustment to customers account from the date of resolution of complaints


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8.2 CUSTOMER CARE


TATA (GSM)

VODAFONE

Reliance JIO

MTS TATA (CDMA)

Name of Parameter

A) Total no of calls attempted to customer care/Call center

17117402 4114466 345608 16935289 7814270 99345 14080502 231208 1899919 NDR

B) Total no. of calls successfully established to customer care/Call center.

16843101 4114370 331691 16893043 7766363 95550 14080502 221944 1898758 NDR

C) % Accessibility of Call centre /customer Care >=95% 98.40% 100.00% 95.97% 99.75% 99.39% 96.18% 100.00% 95.99% 99.94% NDR

D) Total Calls reached to operator for Voice to Voice (Total call attempts)

2844168 5798015 NDR 6449886 1247708 93331 5800998 1651468 510433 41947

E) Total number of calls answered by the operator (Voice to voice) within 90 seconds

2715358 5527377 NDR 6399114 1234511 90491 5348515 1456956 490971 41559

F) % age of calls answered by operator (voice to voice) >=95% 95.47% 95.33% NDR 99.21% 98.94% 96.96% 92.20% 88.22% 96.19% 99.08%

Call Centre Accessibility -Q.E. March 2017

Bench- mark GSM Operators CDMA Operators



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8.3 TERMINATION / CLOSURE OF SERVICE


TATA (GSM)

VODAFONE

Reliance JIO

MTS TATA (CDMA)

Name of ParameterA) Total No. of requests for Termination / Closure of service received during the quarter

978 5129 9352 8819 596 0 11751 2289 2590 635

B) No. of requests for Termination / 978 5129 9352 6193 596 0 11751 2280 2590 635

Closure of service complied within 7 days during the quarterC) % of Termination/ Closure of service within 7 days


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8.4 LIVE CALLING RESULTS FOR LEVEL 1 SERVICES

S.No. Code Allotted to Aircel Airtel BSNL Idea MTS Reliance GSM Reliance JIO Tata CDMA Tata GSM Vodafone

1 100 Police Y N Y Y Y Y Y N N Y2 101 Fire N Y N Y N Y N N N Y3 102 Ambulance N N N N N N N N N N4 104 Health Information Helpline Y Y Y Y Y Y N N N Y5 108 Emergency and Disaster Management Help Y N Y Y Y Y N N N Y6 138 All India Helpine for Passangers N Y N Y N N Y N N Y7 149 Public Road Transport Utility Service N N N N N N N N N N8 181 Chief Minister Helpline Y N N Y Y N Y N N N9 182 Indian Railway Security Helpline Y Y N Y Y Y Y N N N10 1033 Road Accident Management Service N Y N N N Y N N N N11 1037 Public Grievance Cell DoT Hq as 'Tel N N N N N N N N N N12 1056 Emergency Medical Services N N N N N N N N N N13 106X State of the Art Hospitals N N N N N N N N N N14 1063 Public Grievance Cell DoT Hq N N N N N N N N N N15 1064 Anti Corruption Helpline N N N N N N Y N N N16 1070 Relief Commission for Natural Calami N Y N N N N Y N N N17 1071 Air Accident Helpline N N N Y N N N N N Y18 1072 Rail Accident Helpline N Y N N N N N N N N19 1073 Road Accident Helpline N N N N N N N N N N22 1077 Control Room for District Collector N N N Y N Y N N N Y25 1090 Call Alart ( Crime Branch) N Y Y Y N Y Y N N Y26 1091 Women Helpline N N N N N N Y N N N27 1097 National AIDS Helpline to NACO Y N N Y Y N Y N N Y28 1099 Central Accident and Trauma Services N N N N N N N N N N29 10580 Educational& Vocational Guidance and councelling N N N N N N N N N N30 10589 Mother and Child Tracking ( MCTH) N N N N N N N N N N31 10740 Central Pollution Control Board N N N N N N N N N N32 10741 Pollution Control Board N N N N N N N N N N33 1511 Police Related Service for all Metro Railway Project N N N N N N N N N N34 1512 Prevention of Crime in Railway Y N N Y Y Y Y N N Y35 1514 National Career Service(NCS) N N N N N Y N N N N36 15100 Free Legal Service Helpline N Y N Y N N N N N N37 155304 Municipal Corporations N N N N N N N N N N38 155214 Labour Helpline N N N N N N N N N N39 1903 Sashastra Seema Bal (SSB) N N N Y N N N N N N40 1909 National Do Not Call Registry N N Y Y N Y Y N N Y41 1912 Complaint of Electricity Y Y Y Y Y Y Y N N Y42 1916 Drinking Water Supply N N N Y N N N N N Y43 1950 Election Commission of India Y Y N Y Y N N N N Y

Data Source: Live calls made by auditors from operator’s network

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The above table provides the numbers that are activated for each operator. A tick () for an operator

signifies that the number was active for the operator.

Live calls were made to the active numbers to test the calls answered. The details of the same have been

given below for each operator

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9 ANNEXURE –JANUARY 2017-2G

S. No. Name of Parameter Benchmark Aircel Airtel BSNL Idea MTS Reliance Comm. Tata CDMA Tata GSM Vodafone

Network AvailabilityTotal no. of BTSs in the licensed service area 2563 8707 4315 6887 1535 2059 510 1388 7919

Sum of downtime of BTSs in a month in hours i.e. total outage time of all BTSs in hours in a month

1262.17 6884.27 34084.77 2132.70 1833.13 778.90 302.00 290.27 3375.94

[(Sum of downtime of BTSs in a month in hrs)/(24* no. of days in the month*no. of BTSs in the licensed service area)]*100

< = 2% 0.07% 0.11% 1.06% 0.04% 0.16% 0.05% 0.08% 0.03% 0.06%

No. of BTSs having accumulated downtime of >24 hours in a month 1 11 43 1 4 7 0 0 3

(No. of BTSs having accumulated downtime of > 24 hrs in a month / Total no. of BTSs in the licensed service area)*100

< = 2% 0.04% 0.13% 1.00% 0.01% 0.26% 0.34% 0.00% 0.00% 0.04%

Connection Establishment Total No of Call Attempts 94568782 494144596 198626335 212424958 35974772 163932701063049 7920491 258170010000 284514213Total No. of Established Call 92377466 479266705 195845566 211406950 35690366 160144101151616 7832719 256627883830 283059014CSSR (Total No. of Established Call/ Total No of Call Attempts)*100 >=95% 97.68% 96.99% 98.6 99.52% 99.21% 97.69% 98.89% 99.40% 99.49%

Blocked Call Rate Equipped Capacity of N/W in Erlang 3866156 15294207.8 265400 9796534.718 4092000 1468191 72440 10170575.42Total traffic handled in TCBH in Erlang 3373098 13967714.29 123963 6628168.014 1050840.14 457621.33 8066623.32No. of Attempted Calls 272884387 1667799638 NDR 772128938 35974772 139089805 7920491 25817001 1124211552.00SDCCH Attempts (A) 272884387 1667799638 5068485 772128938 NA 139089805 NA 79939006 1124211552.00SDCCH Failed (B) 351573 5682197 36727 1024447 NA 126417 NA 11911 1768033.00SDCCH Congestion(%) [B/A]*100

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