Lok Sabha Question No. 4012 (UNSTARRED), answered on 2020-03-18
Subject: Consumer Complaints against TSPs
Ministry: COMMUNICATIONS
Asked by: Gopal Chinayya Shetty

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS

## LOK  SABHA UNSTARRED QUESTION NO. 4012 TO BE ANSWERED ON 18 TH  MARCH, 2020

## CONSUMER COMPLAINTS AGAINST TSPS

## †4012. SHRI GOPAL CHINNAYA SHETTY:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether the number of consumer complaints pertaining to call drop, poor connectivity and slower broadband speed has increased during recent years and if so, the details thereof along with the number of such complaints against public sector telecom companies received by the Government during each of the last three years, State/UT-wise; and
- (b) the steps taken/being taken by the Government in this regard?

## ANSWER

## MINISTER OF STATE FOR COMMUNICATIONS, HUMAN RESOURCE DEVELOPMENT AND ELECTRONICS & INFORMATION TECHNOLOGY (SHRI SANJAY DHOTRE)

- (a) The  number  of  consumer  complaints  received  by  the  Government  through  Centralized  Public Grievance Redress And Monitoring System(CPGRAMS) pertaining to call drop, poor connectivity and slower  broadband  speed  against  public  sector  telecom  companies  during  each  of  last  three  years, State/UT- wise is enclosed as Annexure-I , Annexure-II and Annexure-III respectively.
- (b) Telecom Regulatory Authority of India (TRAI) has been monitoring the performance of Telecom Service Providers (TSPs) including Bharat Sanchar Nigam Limited (BSNL) and Mahanagar Telephone Nigam Limited  (MTNL) against  the  benchmark  for  various  Quality  of  Service  (QoS)  parameters  laid down by TRAI through QoS regulations issued from time to time. Telecom Service Providers (TSPs) in India are required to ensure that the Quality of Service (QoS) parameters remain within the benchmarks laid down by Telecom Regulatory Authority of India (TRAI).

The  performance  on  these  parameters  is  monitored  quarterly  through  Performance  Monitoring Reports (PMR) submitted by service providers for the service area as a whole.

Wherever the benchmark is not met, the explanation of the Service Providers is called for and after considering  the  explanation  submitted  by  service  providers  in  this  regard,  TRAI  imposes  financial disincentives for non-compliance with the benchmark.

DoT has taken several policy initiatives to facilitate infrastructure  growth for delivery of quality services. These include permitting trading/sharing/ liberalisation of spectrum, permitting passive & active infrastructure sharing, notification of Right of  Way  Rules  2016,  making  available  government land/buildings for installations of towers etc.

Annexure-I

Annexure  referred  to  in  reply  of  para  (a)  of  Lok  Sabha  Unstarred  Question  No.  4012  to  be answered  on  18 th   March,  2020  raised  by  Hon'ble  Member  of  Parliament  Shri  Gopal  Chinnaya Shetty, regarding 'Consumer Complaints against TSPs'

State/ UT-wise number of complaints on Call Drop

| Sr.No.   | State/ UT Name              |   Received During Year |   Received During Year |   Received During Year |
|----------|-----------------------------|------------------------|------------------------|------------------------|
| Sr.No.   | State/ UT Name              |                   2017 |                   2018 |                   2019 |
| 1.       | Andaman And Nicobar Islands |                      7 |                      5 |                      1 |
| 2.       | Andhra Pradesh              |                     18 |                      6 |                     10 |
| 3.       | Arunachal Pradesh           |                      7 |                      2 |                      2 |
| 4.       | Assam                       |                     34 |                      9 |                      4 |
| 5.       | Bihar                       |                     64 |                     17 |                     22 |
| 6.       | Chandigarh                  |                      1 |                      0 |                      0 |
| 7.       | Chhattisgarh                |                     49 |                      3 |                      3 |
| 8.       | Dadra and Nagar Haveli      |                      0 |                      0 |                      0 |
| 9.       | Daman and Diu               |                      0 |                      0 |                      0 |
| 10.      | Delhi                       |                    207 |                     59 |                     38 |
| 11.      | Goa                         |                      7 |                      1 |                      1 |
| 12.      | Gujarat                     |                     41 |                     12 |                     12 |
| 13.      | Haryana                     |                     56 |                     14 |                     10 |
| 14.      | Himachal Pradesh            |                     14 |                      4 |                      0 |
| 15.      | Jammu And Kashmir           |                     31 |                      6 |                      2 |
| 16.      | Jharkhand                   |                     32 |                      7 |                      2 |
| 17.      | Karnataka                   |                     53 |                     35 |                     28 |
| 18.      | Kerala                      |                     34 |                     17 |                     12 |
| 19.      | Lakshadweep                 |                      0 |                      0 |                      0 |
| 20.      | Madhya Pradesh              |                     49 |                     11 |                     11 |
| 21.      | Maharashtra                 |                    140 |                     49 |                     49 |
| 22.      | Manipur                     |                      0 |                      0 |                      0 |
| 23.      | Meghalaya                   |                      7 |                      0 |                      0 |
| 24.      | Mizoram                     |                      2 |                      2 |                      0 |
| 25.      | Nagaland                    |                      1 |                      0 |                      0 |
| 26.      | Odisha                      |                     47 |                     18 |                      5 |
| 27.      | Puducherry                  |                      1 |                      0 |                      0 |
| 28.      | Punjab                      |                     19 |                      5 |                      4 |
| 29.      | Rajasthan                   |                     66 |                     11 |                     10 |
| 30.      | Sikkim                      |                      3 |                      0 |                      0 |
| 31.      | Tamilnadu                   |                     49 |                     24 |                     14 |
| 32.      | Telangana                   |                     17 |                      1 |                      1 |
| 33.      | Tripura                     |                     15 |                      4 |                      2 |
| 34.      | Uttar Pradesh               |                    280 |                     86 |                     65 |
| 35.      | Uttarakhand                 |                     43 |                     10 |                      9 |
| 36.      | West Bengal                 |                     70 |                     16 |                     10 |

Annexure-II Annexure  referred  to  in  reply  of  para  (a)  of  Lok  Sabha  Unstarred  Question  No.  4012  to  be answered  on  18th  March,  2020  raised  by  Hon'ble  Member  of  Parliament  Shri  Gopal  Chinnaya Shetty, regarding 'Consumer Complaints against TSPs'

State/ UT-wise number of complaints on Poor Connectivity

| Sr.No.   | State/ UT Name              |   Received During Year |   Received During Year |   Received During Year |
|----------|-----------------------------|------------------------|------------------------|------------------------|
| Sr.No.   | State/ UT Name              |                   2017 |                   2018 |                   2019 |
| 1.       | Andaman And Nicobar Islands |                      1 |                      9 |                     10 |
| 2.       | Andhra Pradesh              |                      7 |                     22 |                     39 |
| 3.       | Arunachal Pradesh           |                      0 |                      5 |                      8 |
| 4.       | Assam                       |                      0 |                     32 |                     39 |
| 5.       | Bihar                       |                     15 |                     81 |                    133 |
| 6.       | Chandigarh                  |                      0 |                      0 |                      5 |
| 7.       | Chhattisgarh                |                      3 |                     18 |                      6 |
| 8.       | Dadra and Nagar Haveli      |                      0 |                      1 |                      2 |
| 9.       | Daman and Diu               |                      0 |                      1 |                      0 |
| 10.      | Delhi                       |                     31 |                    158 |                    170 |
| 11.      | Goa                         |                      1 |                      5 |                      8 |
| 12.      | Gujarat                     |                      5 |                     33 |                     64 |
| 13.      | Haryana                     |                      9 |                     43 |                     55 |
| 14.      | Himachal Pradesh            |                      1 |                     17 |                     16 |
| 15.      | Jammu And Kashmir           |                      4 |                     30 |                     31 |
| 16.      | Jharkhand                   |                      9 |                     18 |                     26 |
| 17.      | Karnataka                   |                     31 |                    217 |                    184 |
| 18.      | Kerala                      |                     14 |                     70 |                     43 |
| 19.      | Lakshadweep                 |                      0 |                      0 |                      0 |
| 20.      | Madhya Pradesh              |                      5 |                     46 |                     48 |
| 21.      | Maharashtra                 |                     75 |                    134 |                    244 |
| 22.      | Manipur                     |                      0 |                      2 |                      1 |
| 23.      | Meghalaya                   |                      0 |                      1 |                      3 |
| 24.      | Mizoram                     |                      0 |                      2 |                      0 |
| 25.      | Nagaland                    |                      0 |                      0 |                      0 |
| 26.      | Odisha                      |                      6 |                     51 |                     74 |
| 27.      | Puducherry                  |                      0 |                      0 |                      1 |
| 28.      | Punjab                      |                      3 |                     21 |                     29 |
| 29.      | Rajasthan                   |                      5 |                     52 |                     54 |
| 30.      | Sikkim                      |                      1 |                      0 |                      2 |
| 31.      | Tamilnadu                   |                     12 |                     68 |                     67 |
| 32.      | Telangana                   |                      5 |                     21 |                     18 |
| 33.      | Tripura                     |                      0 |                     14 |                      6 |
| 34.      | Uttar Pradesh               |                     66 |                    269 |                    481 |
| 35.      | Uttarakhand                 |                      9 |                     56 |                     85 |
| 36.      | West Bengal                 |                     10 |                     53 |                    119 |

Annexure  referred  to  in  reply  of  para  (a)  of  Lok  Sabha  Unstarred  Question  No.  4012  to  be answered  on  18th  March,  2020  raised  by  Hon'ble  Member  of  Parliament  Shri  Gopal  Chinnaya Shetty, regarding 'Consumer Complaints against TSPs'

State/ UT-wise number of complaints on Slow Broadband Speed

| Sr.No.   | State/ UT Name              |   Received During Year |   Received During Year |   Received During Year |
|----------|-----------------------------|------------------------|------------------------|------------------------|
| Sr.No.   | State/ UT Name              |                   2017 |                   2018 |                   2019 |
| 1.       | Andaman And Nicobar Islands |                      9 |                      2 |                      0 |
| 2.       | Andhra Pradesh              |                     13 |                      2 |                      4 |
| 3.       | Arunachal Pradesh           |                      1 |                      2 |                      0 |
| 4.       | Assam                       |                     48 |                      3 |                      1 |
| 5.       | Bihar                       |                     87 |                      8 |                     16 |
| 6.       | Chandigarh                  |                      5 |                      0 |                      8 |
| 7.       | Chhattisgarh                |                     30 |                      8 |                      3 |
| 8.       | Dadra and Nagar Haveli      |                      1 |                      0 |                      0 |
| 9.       | Daman and Diu               |                      0 |                      0 |                      0 |
| 10.      | Delhi                       |                    813 |                     68 |                     25 |
| 11.      | Goa                         |                     10 |                      4 |                      2 |
| 12.      | Gujarat                     |                     52 |                     14 |                      8 |
| 13.      | Haryana                     |                     99 |                     20 |                     25 |
| 14.      | Himachal Pradesh            |                      6 |                      2 |                      3 |
| 15.      | Jammu And Kashmir           |                     35 |                     15 |                     11 |
| 16.      | Jharkhand                   |                     39 |                      6 |                      6 |
| 17.      | Karnataka                   |                     75 |                     11 |                     15 |
| 18.      | Kerala                      |                     54 |                     32 |                     25 |
| 19.      | Lakshadweep                 |                      0 |                      1 |                      0 |
| 20.      | Madhya Pradesh              |                     96 |                     18 |                     15 |
| 21.      | Maharashtra                 |                    158 |                     36 |                     35 |
| 22.      | Manipur                     |                      1 |                      0 |                      0 |
| 23.      | Meghalaya                   |                      2 |                      2 |                      2 |
| 24.      | Mizoram                     |                      1 |                      0 |                      0 |
| 25.      | Nagaland                    |                      0 |                      0 |                      0 |
| 26.      | Odisha                      |                     58 |                     10 |                      8 |
| 27.      | Puducherry                  |                      5 |                      1 |                      0 |
| 28.      | Punjab                      |                     38 |                     11 |                     10 |
| 29.      | Rajasthan                   |                    125 |                     21 |                     22 |
| 30.      | Sikkim                      |                      1 |                      1 |                      0 |
| 31.      | Tamilnadu                   |                    108 |                     26 |                     18 |
| 32.      | Telangana                   |                     16 |                      1 |                      4 |
| 33.      | Tripura                     |                     10 |                      6 |                      6 |
| 34.      | Uttar Pradesh               |                    272 |                     53 |                     26 |
| 35.      | Uttarakhand                 |                     41 |                     10 |                      8 |
| 36.      | West Bengal                 |                     82 |                     16 |                     17 |

**********