Lok Sabha Question No. 669 (UNSTARRED), answered on 2019-02-06
Subject: BSNL Services
Ministry: COMMUNICATIONS
Asked by: RAVINDRA KUMAR PANDEY

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS

## LOK  SABHA UNSTARRED QUESTION NO.669 TO BE ANSWERED ON 6 TH  FEBRUARY, 2019

## BSNL SERVICES

†669.  SHRI RAVINDRA KUMAR PANDEY:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether  the  condition  of  mobile,  landline  telephone  and  internet  services  of Bharat Sanchar Nigam Limited in rural, remote and hilly areas of different States is poor and unsatisfactory and if so, the details thereof;
- (b) the details of quality benchmarks and services made available actually;
- (c) the  State-wise  details  of  most  affected  districts  in  terms  of  poor  service  and network;
- (d) the  remedial  measures  taken  by  the  Government  to  bring  improvement  in  all these services;
- (e) the State-wise details of proposed base tower stations to be established in less accessible areas;
- (f) whether a large number of base tower stations in rural and remote areas are not functioning and there is no adequate power back up due to lack of diesel or due to theft of allocated diesel to electric generator; and
- (g) if  so,  the  details  thereof  and  the  corrective  steps  taken  by  the  Government  to improve this condition?

## ANSWER

## THE MINISTER OF STATE (IC) OF THE MINISTRY OF COMMUNICATIONS & MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI MANOJ SINHA)

(a) to (c) Telecom Regulatory Authority of India (TRAI) monitors the performance of all  service  providers  including  Bharat  Sanchar  Nigam  Limited  (BSNL)  against  the benchmark for various Quality of Service (QoS) parameters laid down by TRAI by way of QoS regulations issued from time to time, through Quarterly Performance Monitoring Reports (PMRs) submitted by service providers for the service area as a whole.

As  per  PMR  for  the  quarter  ending  September  2018,  for  Basic  Wireline  and Broadband  Services,  BSNL  is  meeting  the  benchmarks  for  all  the  parameters  in  all Licensed Service Areas (LSAs).

As  per  PMR  for  the  quarter  ending  September  2018,  for  Cellular  Mobile Telephone Services, BSNL is meeting the benchmarks for all the parameters in all the service areas, except the parameters for assessing call drop viz 'Network QoS DCR Spatial  distribution  measure  or  DCR  Network\_QSD(90,90)  (benchmark  2%)',    and 'Network  QoS  DCR  temporal  distribution  measure  or  DCR  Network\_QTD(97,90) (benchmark ≤ 3%)', in West Bengal Service area and 'Point of Interconnection (POI) Congestion  (No.  of  POIs  is  not  meeting  the  benchmark)  (Average  over  a  period  of quarter) (benchmark ≤ 0.5%)', in Rajasthan service area only.

Details of QoS benchmarks and performance of BSNL is at Annexure-I.

(d) Steps taken by Department of Telecommunications, BSNL and TRAI to further improve the services of BSNL are at Annexure-II.

(e) to (g) Service  area  wise  details  of  proposed  Base  Transceiver  Stations (BTSs) of BSNL to be installed in less accessible areas is at Annexure-III.

BSNL  has  reported  that  its  BTSs  in  rural  and  remote  areas  are  functioning properly and no case of improper functioning of BTS due to lack of diesel or theft of allocated diesel has come to notice.

|                      | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Related Parameters Customer Service Quality Parameters   |
|----------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|
|                      |                                                                                                                                                          |                                                                                                                                                          | Network                                                                                                                                                  | Network                                                                                                                                                  | Network                                                                                                                                                  | Connection Maintenance                                                                                                                                   | Connection Maintenance                                                                                                                                   | Connection Maintenance                                                                                                                                   | POI                                                                                                                                                      | Metering and billing                                                                                                                                     | Metering and billing                                                                                                                                     | Metering and billing                                                                                                                                     | Metering and billing                                                                                                                                     | Response time to the customer for                                                                                                                        | Response time to the customer for                                                                                                                        | Response time to the customer for                                                                                                                        | Termination / closure of service                                                                                                                         | Termination / closure of service                                                                                                                         |
| Name of Service Area | BS Accumula-ted down-time (not available for service) (%age)                                                                                             | Worst affected BSs due to down-time (%age)                                                                                                               | Call Set-up Success Rate and Session Establishment Success Rate for Circuit Switched Voice or VoLTE as applicable(within licensee's own network)         | SDCCH/ Paging Channel Congestion/ RRC Congestion (%age)                                                                                                  | TCH, RAB and E-RAB Congestion (%age)                                                                                                                     | Network QoS DCR Spatial Distribution Measure [Network_ QSD(90,90)]                                                                                       | Network QoS DCR Temporal Distribution Measure [Network_ QTD(97,90)]                                                                                      | Connections with good voice quality, Circuit Switched Voice Quality and VoLTE quality                                                                    | Point of Interconnection (POI) Congestion (No. of POIs not meeting the benchmark) (Averaged over a period of quarter )                                   | Metering and billing credibility - post paid                                                                                                             | Metering and billing credibility - pre paid                                                                                                              | Resolution of billing/charging complaints                                                                                                                |                                                                                                                                                          | Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints within 1 week of                           | Accessibility of call centre/ customer care ≥ 95%                                                                                                        | Percentage of calls answered by the operators (voice to voice) within 90 seconds ≥ 95%                                                                   | %age requests for Termination / Closure of service complied within 7 days 100% within 7 days                                                             | Time taken for refund of deposits after closures 100%                                                                                                    |
|                      | ≤ 2%                                                                                                                                                     | ≤ 2%                                                                                                                                                     | ≥ 95%                                                                                                                                                    | ≤ 1%                                                                                                                                                     | ≤ 2%                                                                                                                                                     | ≤ 2%                                                                                                                                                     | ≤ 3%                                                                                                                                                     | ≥ 95%                                                                                                                                                    | ≤ 0.5%                                                                                                                                                   | ≤ 0.1%                                                                                                                                                   | ≤ 0.1%                                                                                                                                                   | 98% within 4 weeks                                                                                                                                       | 100% within 6 weeks                                                                                                                                      | resolu- tion of comp-                                                                                                                                    |                                                                                                                                                          |                                                                                                                                                          |                                                                                                                                                          | within 60 days                                                                                                                                           |
| Andhra Pradesh       | 0.92                                                                                                                                                     | 1.17                                                                                                                                                     | 98.15                                                                                                                                                    | 0.63                                                                                                                                                     | 1.36                                                                                                                                                     | 1.85                                                                                                                                                     | 1.96                                                                                                                                                     | 99.42                                                                                                                                                    | 0                                                                                                                                                        | 0.00                                                                                                                                                     | 0.00                                                                                                                                                     | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 97.00                                                                                                                                                    | 98.00                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Assam                | 1.97                                                                                                                                                     | 1.94                                                                                                                                                     | 98.18                                                                                                                                                    | 0.82                                                                                                                                                     | 1.82                                                                                                                                                     | 1.69                                                                                                                                                     | 2.71                                                                                                                                                     | 96.80                                                                                                                                                    | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.00                                                                                                                                                     | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 97.00                                                                                                                                                    | 98.57                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Bihar                | 1.73                                                                                                                                                     | 1.83                                                                                                                                                     | 95.66                                                                                                                                                    | 0.39                                                                                                                                                     | 0.50                                                                                                                                                     | 1.97                                                                                                                                                     | 2.87                                                                                                                                                     | 97.15                                                                                                                                                    | 0                                                                                                                                                        | 0.04                                                                                                                                                     | 0.00                                                                                                                                                     | 99.35                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 98.00                                                                                                                                                    | 98.69                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Chennai              | 0.29                                                                                                                                                     | 1.19                                                                                                                                                     | 98.40                                                                                                                                                    | 0.39                                                                                                                                                     | 1.62                                                                                                                                                     | 1.87                                                                                                                                                     | 2.38                                                                                                                                                     | 97.18                                                                                                                                                    | 0                                                                                                                                                        | 0.00                                                                                                                                                     | 0.00                                                                                                                                                     | 99.00                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 95.28                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Gujarat              | 1.46                                                                                                                                                     | 1.26                                                                                                                                                     | 97.59                                                                                                                                                    | 0.20                                                                                                                                                     | 0.61                                                                                                                                                     | 1.88                                                                                                                                                     | 2.41                                                                                                                                                     | 100.00                                                                                                                                                   | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.00                                                                                                                                                     | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 97.00                                                                                                                                                    | 98.36                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Haryana              | 0.59                                                                                                                                                     | 0.16                                                                                                                                                     | 98.73                                                                                                                                                    | 0.16                                                                                                                                                     | 0.35                                                                                                                                                     | 1.87                                                                                                                                                     | 1.89                                                                                                                                                     | 97.79                                                                                                                                                    | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.00                                                                                                                                                     | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 99.99                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Himachal Pradesh     | 1.92                                                                                                                                                     | 1.93                                                                                                                                                     | 98.58                                                                                                                                                    | 0.78                                                                                                                                                     | 0.92                                                                                                                                                     | 1.94                                                                                                                                                     | 2.10                                                                                                                                                     | 95.54                                                                                                                                                    | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.00                                                                                                                                                     | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Jammu & Kashmir      | 1.11                                                                                                                                                     | 1.95                                                                                                                                                     | 98.80                                                                                                                                                    | 0.60                                                                                                                                                     | 0.90                                                                                                                                                     | 1.93                                                                                                                                                     | 2.94                                                                                                                                                     | 96.70                                                                                                                                                    | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.00                                                                                                                                                     | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 99.00                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Karnataka            | 1.32                                                                                                                                                     | 1.83                                                                                                                                                     | 98.12                                                                                                                                                    | 0.34                                                                                                                                                     | 0.76                                                                                                                                                     | 1.98                                                                                                                                                     | 2.97                                                                                                                                                     | 97.12                                                                                                                                                    | 0                                                                                                                                                        | 0.00                                                                                                                                                     | 0.00                                                                                                                                                     | 99.76                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 98.00                                                                                                                                                    | 98.20                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Kerala               | 0.76                                                                                                                                                     | 1.44                                                                                                                                                     | 98.64                                                                                                                                                    | 0.39                                                                                                                                                     | 1.03                                                                                                                                                     | 1.79                                                                                                                                                     | 2.04                                                                                                                                                     |                                                                                                                                                          | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.00                                                                                                                                                     | 99.00                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 97.00                                                                                                                                                    |                                                                                                                                                          | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |
| Kolkata              | 1.07                                                                                                                                                     | 1.48                                                                                                                                                     | 99.02                                                                                                                                                    | 0.55                                                                                                                                                     | 0.50                                                                                                                                                     | 1.77                                                                                                                                                     | 1.92                                                                                                                                                     | 99.61 97.76                                                                                                                                              | 0                                                                                                                                                        | 0.01                                                                                                                                                     | 0.02                                                                                                                                                     | 98.78                                                                                                                                                    | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   | 95.00                                                                                                                                                    | 96.78 95.03                                                                                                                                              | 100.00                                                                                                                                                   | 100.00                                                                                                                                                   |

(Source: TRAI)

|                      | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   | Performance Monitoring Report on Quality of Service of BSNL for quarter ending, September, 2018 Network Related Parameters Customer Service Quality Parameters   |
|----------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------|
|                      |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  | Connection Maintenance                                                                                                                                           | Connection Maintenance                                                                                                                                           | Connection Maintenance                                                                                                                                           | POI                                                                                                                                                              | Metering and billing                                                                                                                                             | Metering and billing                                                                                                                                             | Metering and billing                                                                                                                                             | Metering and billing                                                                                                                                             | Response time to the customer for                                                                                                                                | Response time to the customer for                                                                                                                                | Response time to the customer for                                                                                                                                | Termination / closure of service                                                                                                                                 | Termination / closure of service                                                                                                                                 |
| Name of Service Area | BS Accumula-ted down-time (not available for service) (%age) ≤ 2%                                                                                                | Worst affected BSs due to down-time (%age) ≤ 2%                                                                                                                  | Call Set-up Success Rate and Session Establishment Success Rate for Circuit Switched Voice or VoLTE as applicable (within licensee's own network) ≥ 95%          | SDCCH/ Paging Channel Congestion/ RRC Congestion (%age) ≤ 1%                                                                                                     | TCH, RAB and E-RAB Congestion (%age) ≤ 2%                                                                                                                        | Network QoS DCR Spatial Distribution Measure [Network_ QSD(90,90)] ≤ 2%                                                                                          | Network QoS DCR Temporal Distribution Measure [Network_ QTD(97,90)] ≤ 3%                                                                                         | Connections with good voice quality, Circuit Switched Voice Quality and VoLTE quality ≥ 95%                                                                      | Point of Interconnection (POI) Congestion (No. of POIs not meeting the benchmark) (Averaged over a period of quarter ) ≤ 0.5%                                    | Metering and billing credibility - post paid ≤ 0.1%                                                                                                              | Metering and billing credibility - pre paid ≤ 0.1%                                                                                                               | Resolution of billing/charging complaints 98% within 4 weeks                                                                                                     | 100% within 6 weeks                                                                                                                                              | Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints within 1 week of resolu- tion of comp-             | Accessibility of call centre/ customer care ≥ 95%                                                                                                                | Percentage of calls answered by the operators (voice to voice) within 90 seconds ≥ 95%                                                                           | %age requests for Termination / Closure of service complied within 7 days 100% within 7 days                                                                     | Time taken for refund of deposits after closures 100% within 60 days                                                                                             |
| Madhya               |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  | 0                                                                                                                                                                | 0.02                                                                                                                                                             |                                                                                                                                                                  |                                                                                                                                                                  | 100.00                                                                                                                                                           | laint                                                                                                                                                            | 98.50                                                                                                                                                            | 98.53                                                                                                                                                            | 100.00                                                                                                                                                           |                                                                                                                                                                  |
| Pradesh              | 1.67                                                                                                                                                             | 1.89                                                                                                                                                             | 97.46                                                                                                                                                            | 0.52                                                                                                                                                             | 1.05                                                                                                                                                             | 1.20                                                                                                                                                             | 2.93                                                                                                                                                             | 97.01                                                                                                                                                            |                                                                                                                                                                  |                                                                                                                                                                  | 0.02                                                                                                                                                             | 99.91                                                                                                                                                            |                                                                                                                                                                  | 100.00                                                                                                                                                           |                                                                                                                                                                  |                                                                                                                                                                  |                                                                                                                                                                  | 100.00                                                                                                                                                           |
| Maharashtra          | 1.31                                                                                                                                                             | 1.91                                                                                                                                                             | 97.65                                                                                                                                                            | 0.75                                                                                                                                                             | 1.32                                                                                                                                                             | 1.90                                                                                                                                                             | 2.49                                                                                                                                                             | 95.61                                                                                                                                                            | 0                                                                                                                                                                | 0.01                                                                                                                                                             | 0.01                                                                                                                                                             | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 99.00                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| North East           | 1.78                                                                                                                                                             | 1.94                                                                                                                                                             | 97.39                                                                                                                                                            | 0.77                                                                                                                                                             | 1.79                                                                                                                                                             | 1.72                                                                                                                                                             | 2.42                                                                                                                                                             | 97.71                                                                                                                                                            | 0                                                                                                                                                                | 0.03                                                                                                                                                             | 0.03                                                                                                                                                             | 99.50                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 98.50                                                                                                                                                            | 96.67                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| Odisha               | 1.52                                                                                                                                                             | 1.98                                                                                                                                                             | 98.55                                                                                                                                                            | 0.92                                                                                                                                                             | 1.45                                                                                                                                                             | 1.94                                                                                                                                                             | 2.15                                                                                                                                                             | 97.84                                                                                                                                                            | 0                                                                                                                                                                | 0.02                                                                                                                                                             | 0.00                                                                                                                                                             | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 99.00                                                                                                                                                            | 99.87                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| Punjab               | 0.40                                                                                                                                                             | 1.80                                                                                                                                                             | 98.61                                                                                                                                                            | 0.29                                                                                                                                                             | 0.28                                                                                                                                                             | 1.78                                                                                                                                                             | 2.02                                                                                                                                                             | 98.20                                                                                                                                                            | 0                                                                                                                                                                | 0.04                                                                                                                                                             | 0.00                                                                                                                                                             | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 99.99                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| Rajasthan            | 1.22                                                                                                                                                             | 1.85                                                                                                                                                             | 98.46                                                                                                                                                            | 0.73                                                                                                                                                             | 1.54                                                                                                                                                             | 1.70                                                                                                                                                             | 2.16                                                                                                                                                             | 98.30                                                                                                                                                            | 1                                                                                                                                                                | 0.03                                                                                                                                                             | 0.03                                                                                                                                                             | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 98.00                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| Tamil Nadu           | 0.56                                                                                                                                                             | 1.79                                                                                                                                                             | 98.09                                                                                                                                                            | 0.14                                                                                                                                                             | 0.34                                                                                                                                                             | 1.92                                                                                                                                                             | 2.43                                                                                                                                                             | 97.69                                                                                                                                                            | 0                                                                                                                                                                | 0.00                                                                                                                                                             | 0.00                                                                                                                                                             | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 95.00                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| Uttar Pradesh - East | 1.67                                                                                                                                                             | 1.71                                                                                                                                                             | 97.82                                                                                                                                                            | 0.88                                                                                                                                                             | 1.46                                                                                                                                                             | 1.66                                                                                                                                                             | 2.04                                                                                                                                                             | 96.15                                                                                                                                                            | 0                                                                                                                                                                | 0.09                                                                                                                                                             | 0.08                                                                                                                                                             | 98.70                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 99.00                                                                                                                                                            | 98.46                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| Uttar Pradesh - West | 1.69                                                                                                                                                             | 1.87                                                                                                                                                             | 98.22                                                                                                                                                            | 0.52                                                                                                                                                             | 1.29                                                                                                                                                             | 1.79                                                                                                                                                             | 2.36                                                                                                                                                             | 96.43                                                                                                                                                            | 0                                                                                                                                                                | 0.01                                                                                                                                                             | 0.00                                                                                                                                                             | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 96.70                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |
| West Bengal          | 0.50                                                                                                                                                             | 1.00                                                                                                                                                             | 97.62                                                                                                                                                            | 0.81                                                                                                                                                             | 1.58                                                                                                                                                             | 3.09                                                                                                                                                             | 3.67                                                                                                                                                             | 96.01                                                                                                                                                            | 0                                                                                                                                                                | 0.01                                                                                                                                                             | 0.04                                                                                                                                                             | 99.50                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           | 98.50                                                                                                                                                            | 99.53                                                                                                                                                            | 100.00                                                                                                                                                           | 100.00                                                                                                                                                           |

(Source: TRAI)

| Name of Service Area   | Faults incidenc es (No. of faults/ 100 Subs./ month)   | Fault                                     | Repair                            | Fault                                                                | Fault                             | Rent Rebate Mean Time Repair (MTTR)   | POI                                                                              | Metering and Billing                        | Metering and Billing                        | Metering and Billing   | Metering and Billing          | Metering and Billing                                                                                          | Response time to the customer for Assistance                                              | Response time to the customer for Assistance                                                            | Termination / Closure of service   | Termination / Closure of service                 |            |
|------------------------|--------------------------------------------------------|-------------------------------------------|-----------------------------------|----------------------------------------------------------------------|-----------------------------------|---------------------------------------|----------------------------------------------------------------------------------|---------------------------------------------|---------------------------------------------|------------------------|-------------------------------|---------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------------------------|------------------------------------|--------------------------------------------------|------------|
| Name of Service Area   | Faults incidenc es (No. of faults/ 100 Subs./ month)   | %of faults repaired by next working day   | %of faults repaired within 5 days | %of faults repaired by next working day %of faults repaired within 7 | days                              |                                       | Point of Interconnection (POI) Congestion (No. of POIs not meeting the benchmark | Metering and Billingcredibility - post paid | Metering and billing credibility - pre paid | Resolution of billing/ | charging/ validity complaints | Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints | Accessibility of call centre/ customer care Percentage of calls answered by the operators | (voice to voice) within 90 seconds %age requests for Termination / Closure of service complied within 7 | days                               | Time taken for refund of deposits after closures |            |
| Name of Service Area   | Benchmarks                                             | Benchmarks                                | Benchmarks                        | Benchmarks                                                           | Benchmarks                        | Benchmarks                            | Benchmarks                                                                       | Benchmarks                                  | Benchmarks                                  | Benchmarks             | Benchmarks                    | Benchmarks                                                                                                    | Benchmarks                                                                                | Benchmarks                                                                                              | Benchmarks                         | Benchmarks                                       | Benchmarks |
| Name of Service Area   | ≤7                                                     | For urban areas by next working day: ≥85% | For urban areas: ≥ 100%           | For rural and hilly areas: ≥ 75%                                     | For rural and hilly areas: ≥ 100% | ≤ 10                                  | ≤0.5%                                                                            | ≤0.1%                                       | ≤0.1%                                       | 98% within 4 weeks     | 100% within 6 weeks           | 1 week of resolution of complaint                                                                             | ≥95%                                                                                      | ≥95%                                                                                                    | 100% within 7 days                 | 100% within 60 days                              |            |
| Andman& Nicobar        | 6.00                                                   | 85.00%                                    | 100.00%                           | 85.00%                                                               | 100%                              | 35 7.00                               | 0.00                                                                             | 0.00% 0.00%                                 | 98.00%                                      |                        | 100.00%                       | 100.00%                                                                                                       | 98.96% 100.00%                                                                            |                                                                                                         | 100.00%                            | 100.00%                                          |            |
| Andhra Pradesh         | 4.00                                                   | 99.00%                                    | 100.00%                           | 96.00%                                                               | 100%                              | 202 5.00                              | 0.00                                                                             | 0.01%                                       | 0.00%                                       | 100.00%                | 100.00%                       | 100.00%                                                                                                       | 97.81% 97.65%                                                                             |                                                                                                         | 100.00%                            | 100.00%                                          |            |
| Assam                  | 3.00                                                   | 95.00%                                    | 100.00%                           | 93.00%                                                               | 100%                              | 313                                   | 0.00                                                                             | 0.00%                                       | 0.00%                                       | 100.00%                | 100.00%                       | 100.00%                                                                                                       | 99.34%                                                                                    | 100.00%                                                                                                 | 100.00%                            | 100.00%                                          |            |
| Bihar                  | 4.00                                                   | 93.00%                                    | 100.00%                           | 92.00%                                                               | 100%                              | 5.00 5.00                             | 0.00                                                                             | 0.00%                                       | 0.00%                                       | 100.00%                | 100.00%                       | 100.00%                                                                                                       | 99.36%                                                                                    | 100.00%                                                                                                 | 100.00%                            | 100.00%                                          |            |
| Chahttisgarh           | 4.00                                                   | 97.00%                                    | 100.00%                           | 97.00%                                                               | 0 529                             | 6.00                                  | 0.00                                                                             | 0.01%                                       | 0.00%                                       | 99.00%                 | 100.00%                       | 100.00%                                                                                                       | 97.31% 97.27%                                                                             | 100.00%                                                                                                 |                                    | 100.00%                                          |            |
| Chennai                | 5.00                                                   | 92.00%                                    | 100.00%                           | 92.00%                                                               | 100% 100% 291                     | 7.00                                  | 0.00                                                                             | 0.00%                                       | 0.00%                                       | 100.00%                | 100.00%                       | 100.00%                                                                                                       | 98.76%                                                                                    | 98.76%                                                                                                  | 100.00%                            | 100.00%                                          |            |
| Gujarat                | 5.00                                                   | 96.00%                                    | 100.00%                           | 94.00%                                                               | 100%                              | 167 5.00                              | 0.00                                                                             | 0.02%                                       | 0.00%                                       | 100.00%                | 100.00%                       | 100.00%                                                                                                       | 97.36%                                                                                    | 97.19%                                                                                                  | 100.00%                            | 100.00%                                          |            |
| Himachal Pradesh       | 6.00                                                   | 88.00%                                    | 100.00%                           | 93.00%                                                               | 100% 116                          | 6.00                                  | 0.00 0.03%                                                                       |                                             | 0.00%                                       | 98.27%                 | 100.00%                       | 100.00%                                                                                                       | 95.94%                                                                                    | 100.00%                                                                                                 | NA                                 | 100.00%                                          |            |
| Haryana                | 5.00                                                   | 95.00%                                    | 100.00%                           | 93.00%                                                               | 100% 285                          | 7.00                                  | 0.00 0.09%                                                                       |                                             | 0.00%                                       | 100.00%                | 100.00%                       | 100.00%                                                                                                       | 96.74%                                                                                    | 100.00%                                                                                                 | 100.00%                            | 100.00%                                          |            |
| Jammu & Kashmir        | 5.00                                                   | 95.00%                                    | 100.00%                           | 94.00% 100%                                                          | 5                                 | 7.00                                  | 0.00                                                                             | 0.01%                                       | 0.00%                                       | 98.00%                 | 100.00%                       | 100.00%                                                                                                       | 95.41%                                                                                    | 100.00%                                                                                                 | 100.00%                            | 100.00%                                          |            |
| Jharkhand              | 4.00                                                   | 99.00%                                    | 100.00%                           | 97.00%                                                               | 100%                              | 707 5.00                              | 0.00                                                                             | 0.08%                                       | 0.00%                                       | 98.00%                 | 100.00%                       | 100.00%                                                                                                       | 99.49%                                                                                    | 99.67%                                                                                                  | 100.00%                            | 100.00%                                          |            |
| Kerala                 | 5.00                                                   | 93.00%                                    | 100.00%                           | 93.00%                                                               | 100% 7669                         | 6.00                                  | 0.00                                                                             | 0.03%                                       | 0.00%                                       | 99.82%                 | 100.00%                       | 100.00%                                                                                                       | 96.55%                                                                                    | 96.52%                                                                                                  | 100.00%                            | 100.00%                                          |            |
| Kolakata               | 7.00                                                   | 91.00%                                    | 100.00%                           | NA                                                                   | NA                                | 392 8.00                              | 0.00                                                                             | 0.02%                                       | 0.00%                                       | 98.17%                 | 100.00%                       | 100.00%                                                                                                       | 98.17%                                                                                    | 100.00%                                                                                                 | 100.00%                            | 100.00%                                          |            |
| Karnataka              | 4.00                                                   | 97.00%                                    | 100.00%                           | 96.00%                                                               | 100% 3552                         | 6.00                                  | 0.00                                                                             | 0.09%                                       | 0.00%                                       | 98.00%                 | 100.00%                       | 100.00%                                                                                                       | 97.66%                                                                                    | 97.68%                                                                                                  | 100.00%                            | 100.00%                                          |            |

(Source: TRAI)

| Name of Service Area   | Faults incidenc es (No. of faults/ 100 Subs./   | Fault Repair                              | Fault Repair                      | 7                                                                  | Fault Repair   | Rent Rebate   | Mean Time to Repair (MTTR)                                             | POI                                                   | Metering and Billing                        | Metering and Billing     | Metering and Billing          | Metering and Billing                                                                               | Metering and Billing                                   | Response time to the customer for Assistance                                     | Termination / Closure of service of                                                             | Termination / Closure of service of   |            |
|------------------------|-------------------------------------------------|-------------------------------------------|-----------------------------------|--------------------------------------------------------------------|----------------|---------------|------------------------------------------------------------------------|-------------------------------------------------------|---------------------------------------------|--------------------------|-------------------------------|----------------------------------------------------------------------------------------------------|--------------------------------------------------------|----------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------|---------------------------------------|------------|
| Name of Service Area   | month)                                          | %of faults repaired by next working day   | %of faults repaired within 5 days | %of faults repaired by next working day %of faults repaired within | days           |               | Point of Interconnection (POI) Congestion (No. of POIs not meeting the | benchmark Metering and Billingcredibility - post paid | Metering and billing credibility - pre paid | Resolution of billing/   | charging/ validity complaints | Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of | complaints Accessibility of call centre/ customer care | Percentage of calls answered by the operators (voice to voice) within 90 seconds | %age requests for Termination / Closure service complied within 7 days Time taken for refund of | deposits after closures               |            |
|                        | Benchmarks                                      | Benchmarks                                | Benchmarks                        | Benchmarks                                                         | Benchmarks     | Benchmarks    | Benchmarks                                                             | Benchmarks                                            | Benchmarks                                  | Benchmarks               | Benchmarks                    | Benchmarks                                                                                         | Benchmarks                                             | Benchmarks                                                                       | Benchmarks                                                                                      | Benchmarks                            | Benchmarks |
|                        | ≤7                                              | For urban areas by next working day: ≥85% | For urban areas: ≥ 100%           | For rural and hilly areas: ≥ 75% hilly areas: ≥ 100%               | For rural and  | ≤ 10 Hrs      |                                                                        | ≤0.5%                                                 | ≤0.1%                                       | ≤0.1% 98% within 4 weeks | 100% within 6 weeks           | 1 week of resolution of complaint                                                                  | ≥95%                                                   | ≥95%                                                                             | 100% within 7 days                                                                              | 100% within 60 days                   |            |
| Maharashtra            | 6.00                                            | 91.00%                                    | 100.00%                           | 85.00% 100%                                                        | 923            | 7.00          | 0.00                                                                   | 0.01%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 96.50%                                                 | 96.48%                                                                           | 100.00%                                                                                         | 100.00%                               |            |
| Madhya Pradesh         | 5.00                                            | 88.00%                                    | 100.00%                           | 85.00% 100%                                                        | 279            | 4.00          | 0.00                                                                   | 0.03%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 96.73%                                                 | 96.70%                                                                           | 100.00%                                                                                         | 100.00%                               |            |
| North East-I           | 5.00                                            | 92.00%                                    | 100.00%                           | 94.00% 100%                                                        | 28             | 7.00          | 0.00                                                                   | 0.03%                                                 | 0.00%                                       | 98.00%                   | 100.00%                       | 100.00%                                                                                            | 97.84%                                                 | 99.67%                                                                           | 100.00% 100.00%                                                                                 |                                       |            |
| North East-II          | 2.00                                            | 92.00%                                    | 100.00%                           | 99.00% 100%                                                        | 297            | 5.00          | 0.00                                                                   | 0.01%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 98.51%                                                 | 99.67%                                                                           | 100.00% 100.00%                                                                                 |                                       |            |
| Odisha                 | 6.00                                            | 94.00%                                    | 100.00%                           | 89.00% 100%                                                        | 240            | 5.00          | 0.00                                                                   | 0.08%                                                 | 0.00%                                       | 99.00%                   | 100.00%                       | 100.00%                                                                                            | 98.42%                                                 | 100.00%                                                                          | 100.00% 100.00%                                                                                 |                                       |            |
| Punjab 5.00            | 94.00%                                          | 100.00%                                   | 87.00%                            | 100%                                                               | 170            | 6.00          | 0.00                                                                   | 0.01%                                                 | 0.00%                                       | 98.00%                   | 100.00%                       | 100.00%                                                                                            | 96.13%                                                 | 100.00%                                                                          | 100.00% 100.00%                                                                                 |                                       |            |
| Rajasthan 5.00         |                                                 | 96.00%                                    | 100.00% 97.00%                    | 100%                                                               | 590            | 7.00          | 0.00                                                                   | 0.00%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 95.92%                                                 | 100.00%                                                                          | 100.00% 100.00%                                                                                 |                                       |            |
| Tamil Nadu             | 3.00                                            | 94.00% 100.00%                            | 92.00%                            | 100%                                                               | 2487           | 7.00          | 0.00                                                                   | 0.09%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 98.32%                                                 | 98.31%                                                                           | 100.00% 100.00%                                                                                 |                                       |            |
| Uttar Pradesh-E        | 4.00                                            | 89.00%                                    | 100.00% 93.00%                    | 100%                                                               | 491            | 5.00          | 0.00                                                                   | 0.05%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 96.02%                                                 | 100.00%                                                                          | 100.00%                                                                                         | 100.00%                               |            |
| Uttar Pradesh -W       | 6.00                                            | 93.00%                                    | 100.00% 95.00%                    | 100%                                                               | 361            | 5.00          | 0.00                                                                   | 0.04%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 95.92%                                                 | 100.00%                                                                          | 100.00%                                                                                         | 100.00%                               |            |
| Uttarakhand            | 5.00                                            | 93.00%                                    | 100.00%                           | 96.00% 100%                                                        | 178            | 5.00          | 0.00                                                                   | 0.00%                                                 | 0.00%                                       | 98.00%                   | 100.00%                       | 100.00%                                                                                            | 96.92%                                                 | 100.00%                                                                          | 100.00%                                                                                         | 100.00%                               |            |
| West Bengal            | 5.00                                            | 91.00%                                    | 100.00%                           | 91.00% 100%                                                        | 2168           | 4.00          | 0.00                                                                   | 0.01%                                                 | 0.00%                                       | 100.00%                  | 100.00%                       | 100.00%                                                                                            | 98.38%                                                 | 99.67%                                                                           | 100.00%                                                                                         | 100.00%                               |            |

(Source: TRAI)

| Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   | Performance Monitoring Report on Quality of Service of Service Providers providing broadband (wireline) service for Quarter Ending September 2018   |
|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------|
| Service area                                                                                                                                        | Service Provision ing                                                                                                                               | Faults Repair                                                                                                                                       | Faults Repair                                                                                                                                       |                                                                                                                                                     | Billing                                                                                                                                             | Performance                                                                                                                                         | Response Time to the Customer for assistance                                                                                                        | Response Time to the Customer for assistance                                                                                                        | Bandwidth utilisation/throughput                                                                                                                    | Bandwidth utilisation/throughput                                                                                                                    | Bandwidth utilisation/throughput                                                                                                                    | Bandwidth utilisation/throughput                                                                                                                    | Service availabil ity /uptime                                                                                                                       | Packe t Loss                                                                                                                                        | Network latency (for wired broadband access)                                                                                                        | Network latency (for wired broadband access)                                                                                                        | Network latency (for wired broadband access)                                                                                                        |
|                                                                                                                                                     | %age of connect- ions provided within 15 days of registrati on of demand                                                                            | %of faults repaired by next working day (>90%)                                                                                                      | %of faults repaired within 3 working day                                                                                                            | Rent Rebate                                                                                                                                         | %age of bills disputed                                                                                                                              | %age of billing complaints resolved within 4 weeks                                                                                                  | %age of cases to whom refund of deposits is made within 60 days of closures %age of calls answered by operator (Voice to voice) within 60 sec       | %age of calls answered operator (Voice to voice) within 90 sec                                                                                      | by No. of Intra network links having Bandwidth utilisation >90% during peak hours (TCBH)                                                            | No. of Upstream links for International connectivity having bandwidth utilisation >90% during peak hours (TCBH)                                     | % International bandwidth utilization during peak hours (TCBH) (Enclose MRTG) <90%                                                                  | Broadband Connection Speed available (download) from ISP node to user                                                                               | (for all users) in %age                                                                                                                             | Packet loss (for wired broadban d access) in %age                                                                                                   | User reference point at POP/ISP Gateway node to Internatio nal gateway (IGSP/NI XI                                                                  | User reference point at ISP Gateway node to International nearest NAP port abroad (terrestrial)                                                     | User reference point at ISP Gateway node to International nearest NAP port abroad (satellite)                                                       |
|                                                                                                                                                     | 100%                                                                                                                                                | >90%                                                                                                                                                | =>99%                                                                                                                                               | in nos.                                                                                                                                             | <2%                                                                                                                                                 | 100% within 4 weeks                                                                                                                                 | 100% within 60 days >60%                                                                                                                            | >80%                                                                                                                                                | 0                                                                                                                                                   | 0                                                                                                                                                   | <90%                                                                                                                                                | >80%                                                                                                                                                | >98%                                                                                                                                                | <1%                                                                                                                                                 | <120 ms                                                                                                                                             | <350 ms                                                                                                                                             | <800 ms                                                                                                                                             |
| All India (except Delhi & Mumbai)                                                                                                                   | 100.0 0%                                                                                                                                            | 93.91%99.72%                                                                                                                                        |                                                                                                                                                     | 4748                                                                                                                                                | 0.08%                                                                                                                                               | 100.00%                                                                                                                                             | 100.00% 98.18%                                                                                                                                      | 98.80%                                                                                                                                              | NA                                                                                                                                                  | 0                                                                                                                                                   | 45.20%                                                                                                                                              | 91.34%                                                                                                                                              | 99.67%                                                                                                                                              | 0.01%                                                                                                                                               | 15                                                                                                                                                  | 176                                                                                                                                                 | NA                                                                                                                                                  |

(Source: TRAI)

## Detail of projects assigned to BSNL by DoT to further improve the facility being given to its subscribers:

1.  Project for providing mobile connectivity in 2199 identified locations in Left Wing Extremism (LWE) affected areas.
2.  Implementation of comprehensive telecom development plan for Andaman and Nicobar  Islands  and  Lakshadweep  Islands  through  augmentation  of  satellite connectivity/bandwidth.
3.  Execution of BharatNet Project.
4.  Comprehensive  Telecom  Development  Plan  for  the  North-Eastern  Region  for provision of mobile services in uncovered villages in Arunachal Pradesh and two districts of Assam.
5.  Implementation of transmission media plan for North Eastern Region.
6.  Submarine Optical Fibre Project for providing connectivity to the Andaman and Nicobar Islands.
7.  Setting up of 25000 Wi-Fi Hotspots at Rural Telephone Exchanges.

## Steps taken by BSNL:

1.  BSNL  is  augmenting  its  mobile  network  progressively  so  as  to  enhance coverage, capacity and to further improve the Quality of Service. BSNL is also optimizing its network continuously for its performance.
2.  Focus has been given to continuous drive test and optimization of the network. Quality  of  mobile  services  of  BSNL  is  comparable  to  other  telecom  service providers of the country.
3.  BSNL  continuously  surveys for the low signal area and  take corrective measures.
4.  Mechanism has been introduced in order to monitor day-to-day call drop status in  BSNL  on PAN INDIA basis. In case any deviation in call drop is observed, immediate remedial action is taken to smoothen the same.
5.  Round the clock Toll free compliant booking mechanism. A stringent monitoring procedure  is  being  adopted  for  prompt  and  timely  clearance  of  customer complaints through exclusive section at all level of organization.
6.  Provision of ring system for exchanges for redundancy in connectivity.
7.  Since the Fixed land line faults mainly occur due to damage of UG cable during road works, all circles/field units closely coordinate with the local bodies, PWD, water authority and NHAI authorities. In addition, regular patrolling of important cable routes is done to prevent cable thefts/cable damages.
8.  Rehabilitation of outdoor network is under process to reduce the landline faults.
9.  The exchanges failure due to OFC faults and Local cable breakdown is attended quickly.

## Steps taken by TRAI to improve the quality of service:

1.  Close monitoring of performance of service providers, against the benchmarks for various Quality of Service parameters laid down by TRAI, through periodic reports from service providers.
2.  Follow up action with service providers for improving quality of service.
3.  Audit and Assessment of Quality of Service through independent agencies.
4.  Publication of results of Audit & Assessment of Quality of Service, including for Call Drop parameters on TRAI website namely www.trai.gov.in for information of stakeholders, forcing the service providers to improve its service.
5.  TRAI  regularly  undertakes  the  drive  tests  of  mobile  networks  in  select  cities, highways  and  railway  routs  to  assess  the  Quality  of  Service  and  coverage around the areas covered in the drive test routes. The results of Drive tests are shared  with  the  service  providers  and  publish  on  for  TRAI  website  namely www.trai.gov.in for information of stakeholders, forcing the service providers to improve its service.
6.  TRAI is already  implementing  its  plan  for  undertaking  operator  assisted  drive tests in all the Long Distance Charging Areas (LDCA) of the country under the supervision  of  TRAI's  appointed  independent  agency  and  officers  of  TRAI  to give  an  indication  of  the  coverage,  voice  quality  and  call  drop  issues  in  the various parts of the country so that the service providers could take necessary action to address the problems in those areas.
7.  Imposition of financial disincentives for non-compliance with the benchmarks for Quality of Service parameters.

Annexure-III

BTS Planned under Phase VIII.4 mobile network expansion project (New+Swap+Redeploy)

| Circle/Service Area   |    2G |    3G |   4G |
|-----------------------|-------|-------|------|
| Andaman & Nicobar     |    57 |    68 |   40 |
| Andhra Pradesh        |   768 |  1226 |  500 |
| Assam                 |   566 |   660 |  284 |
| Bihar                 |     0 |   222 |  323 |
| Chhattisgarh          |  1554 |  1148 |  226 |
| Chennai               |   430 |   845 |  200 |
| Gujarat               |  2462 |  4405 | 1050 |
| Haryana               |   540 |   916 |  170 |
| Himachal Pradesh      |   241 |   322 |   74 |
| Jammu & Kashmir       |   320 |   438 |  108 |
| Jharkhand             |   314 |   432 |  148 |
| Karnataka             |   747 |  2192 |  434 |
| Kerala                |  1048 |  2043 |  705 |
| Kolkata               |   150 |   150 |  100 |
| Madhya Pradesh        |  2420 |  2190 |  130 |
| Maharashtra           |  3885 |  6128 | 1184 |
| North East-I          |    34 |   250 |  286 |
| North East-II         |   138 |   176 |  141 |
| Odisha                |   419 |   717 |  253 |
| Punjab                |   906 |  1686 |  362 |
| Rajasthan             |  1707 |  2397 |    0 |
| Tamil Nadu            |  1515 |  2855 |  771 |
| Telangana             |   416 |   686 |  409 |
| Uttar Pradesh (East)  |  1850 |  2179 |  310 |
| Uttar Pradesh (West)  |   687 |   827 |  270 |
| Uttarakhand           |   176 |   301 |   56 |
| West Bengal           |   874 |  1620 |  230 |
| Total                 | 24224 | 37079 | 8764 |

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