Lok Sabha Question No. 2945 (UNSTARRED), answered on 2015-12-16
Subject: Service Tendered by BSNL/MTNL
Ministry: COMMUNICATIONS AND INFORMATION TECHNOLOGY
Asked by: SHRIKANT EKNATH SHINDE, HEENA VIJAYKUMAR GAVIT, VINAYAK BHAURAO RAUT, VIJAYSINH MOHITE PATIL, K. ASHOK KUMAR, SUPRIYA SADANAND SULE, RAJEEV SHANKARRAO SATAV, RAHUL RAMESH SHEWALE, T. RADHAKRISHNAN, JAYAKUMAR JAYAVARDHAN

## GOVERNMENT OF INDIA

## MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY DEPARTMENT OF TELECOMMUNICATIONS

## LOK SABHA

## UNSTARRED QUESTION NO.2945 TO BE ANSWERED ON 16 th  DECEMBER, 2015

## SERVICE TENDERED BY BSNL/MTNL

## †2945. DR. SHRIKANT EKNATH SHINDE:

DR. HEENA VIJAYKUMAR GAVIT:

SHRI VINAYAK BHAURAO RAUT:

SHRI MOHITE PATIL VIJAYSINH SHANKARRAO:

SHRI K. ASHOK KUMAR:

SHRIMATI SUPRIYA SULE:

SHRI SATAV RAJEEV:

SHRI RAHUL SHEWALE:

SHRI T. RADHAKRISHNAN:

DR. J. JAYAVARDHAN:

Will  the  Minister  of  COMMUNICATIONS  AND  INFORMATION  TECHNOLOGY be pleased to state:

- (a) whether  the  Government  has  taken  note  of  deficient  service  rendered  by  the Bharat  Sanchar  Nigam  Limited  (BSNL)  and  Mahanagar  Telephone  Nigam  Limited (MTNL) and if so, the details thereof;
- (b) the  quality  parameters  laid  down  and  service  actually  provided  by  telecom PSUs;
- (c) whether  the  Government  has  urged  BSNL  and  MTNL  to  efficiently  use  social media  for  customer  satisfaction  and  ordered  special  training  for  BSNL  and  MTNL officers for the purpose and if so, follow-up action taken by BSNL and MTNL thereon;
- (d) whether BSNL and MTNL propose to rope in third agency to manage customer care service and if so, the details thereof; and
- (e) the other steps taken/being taken by the Government to improve the quality of mobile and internet service of BSNL, MTNL and to provide internet at specific speed on affordable price?

## ANSWER

## THE MINISTER OF COMMUNICATIONS AND INFORMATION TECHNOLOGY (SHRI RAVI SHANKAR PRASAD)

- (a) & (b) Government is conscious that the performance of Bharat Sanchar Nigam Limited (BSNL) and Mahanagar Telephone Nigam Limited (MTNL) needs improvement. These PSUs have been unable to invest in expansion of their networks due to financial distress.

Telecom  Regulatory  Authority  of  India  (TRAI)  monitors  the  performance  of service  providers  against  the  Quality  of  Service  (QoS)  benchmark  parameters.  The performance  monitoring  reports  (PMRs)  for  the  quarter  ending  September,  2015  for BSNL and MTNL as provided by TRAI are at Annexure.

- (c) BSNL and MTNL have reported that they are using social media for receiving complaints and suggestions from customers for better customer satisfaction.
- (d) BSNL and MTNL have already outsourced their customer care Call Centres.
- (e) BSNL and MTNL are taking various steps to improve their network. The details of these steps are as follows:

-  Monitoring of the Fault Repair Service System.
-  Deployment of modern and state of art CDR (Call Detail Record) based Billing & Customer care system.
-  Establishment  of  Customer  Service  Centers  at  all  important  locations  in the country with 'single window concept' to facilitate friendly interactions with the customers.
-  Replacement  of  weak  batteries  and  power  plants  to  improve  network uptime
-  Regular Radio Frequency (RF) optimization tests.
-  BSNL  has  entered  into  an  agreement  for  setting  up  Wi-fi  hotspots  on revenue share basis to increase its revenue and providing better services to its customers.
-  Introducing  free  night  calling  tariff  plans  for  wireline  customers  to  arrest decline in customer base and to acquire new wireline customers.
-  Introduction  of  free  national  roaming  on  pan-India  basis  for  mobile customers for retaining/increasing mobile customer base.

In  order  to  improve  the  financial  condition  and  support  BSNL  in  additional revenue generation, Government has also assigned new projects to BSNL such as :

-  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  at  estimated  project  cost  of  Rs. 1975.38 crore and implementation of Transmission-Media Plan for North Eastern Region at an estimated cost of Rs.295.97 crore on 10.9.2014
-  Implementation of providing mobile connectivity in 2199 identified locations  in  Left  Wing  Extremism  (LWE)  affected  areas  at  an  estimated cost of Rs. 3567.58 crores on 4.6.2013
-  Implementation of Comprehensive Telecom Development plan for Andaman & Nicobar Islands and Lakshadweep Islands through augmentation  of  satellite  connectivity/bandwidth  at  an  estimated  cost  of Rs. 120.49 crores on 7.11.2014.

BSNL is also taking several steps to enhance revenues through investments to strengthen its network to improve quality of service. These include:-

-  Augmentation of mobile network as part of its Phase-VII Project to create additional  capacity  of  15  million  lines  at  an  estimated  cost  of  Rs.  5500 crores.  This  will  result  in  addition  of  14421  2G  sites  and  10605  3G  sites across the country.
-  For improving broadband services, BSNL has installed Google caching servers at 13 locations and done peering with Google at 3 locations for 110 GB capacity. Also Akamai  caching  servers  were  installed  for  100  GB  capacity.    Also,  BSNL  has upgraded  47  Broadband  Network  Gateways  (BNGs)  in  Broadband  network  for higher capacity.
-  BSNL  has  entered  into  an  agreement  for  setting  up  Wi-fi  hotspots  on revenue share basis to increase its revenue and providing better services to its customers.
-  BSNL has introduced free night calling tariff plans for wireline customers to arrest decline in customer base and to acquire new wireline customers.
-  Introduction of free national roaming on pan-India basis for mobile customers for retaining/increasing mobile customer base.
-  All BSNL Broadband customers have been upgraded to 2 Mbps at no extra cost w.e.f. 1.10.2015.

|                          |                          | Quarterly Performance                                            | Quarterly Performance                   | Quarterly Performance             | Quarterly Performance                   | %of faults repaired within 7 days For rural and   | Rent Rebate   |                                              | Monitoring Report (PMR) on QoS of Basic                              |                                                     |                                      |                                      |                     |                                                                                                    |                                                        |                                                                                  |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
|--------------------------|--------------------------|------------------------------------------------------------------|-----------------------------------------|-----------------------------------|-----------------------------------------|---------------------------------------------------|---------------|----------------------------------------------|----------------------------------------------------------------------|-----------------------------------------------------|--------------------------------------|--------------------------------------|---------------------|----------------------------------------------------------------------------------------------------|--------------------------------------------------------|----------------------------------------------------------------------------------|---------------------------------------------------------------------------|---------|---------|---------|-----------------|---------|---------|---------|---------|---------|---------|---------|---------|
| Name of Service Area A&N | Name of Service Provider | Fault Repair                                                     | Fault Repair                            | Fault Repair                      | Fault Repair                            |                                                   |               | (MTTR) POI                                   | Metering                                                             | Metering                                            | Metering                             | Metering                             | Metering            | Response customer Assistance                                                                       | Response customer Assistance                           | time to the for Termination of service                                           | time to the for Termination of service                                    |         |         |         |                 |         |         |         |         |         |         |         |         |
| Name of Service Area A&N | Name of Service Provider | Faults incidences ( No. of faults/100 Subs./month) Benchmarks ≤7 | %of faults repaired by next working day | %of faults repaired within 5 days | %of faults repaired by next working day |                                                   |               | Mean Time to Repair 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 |         |         |         |                 |         |         |         |         |         |         |         |         |
| Name of Service Area A&N | Name of Service Provider | For urban areas by working 85%                                   | next day: ≥ areas: ≥                    | For urban 100%                    | For rural and hilly areas: ≥ 75%        | hilly areas: ≥ 100%                               |               | ≤ 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% 60 | within days     |         |         |         |         |         |         |         |         |
|                          | BSNL                     |                                                                  |                                         |                                   |                                         |                                                   |               |                                              |                                                                      |                                                     |                                      |                                      |                     |                                                                                                    |                                                        |                                                                                  |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
|                          |                          | 4.00                                                             | 95.00%                                  |                                   |                                         |                                                   |               | 0.00                                         |                                                                      | 0.10%                                               | 0.00                                 | 98.00%                               | 100.00%             | 100.00%                                                                                            | 100.00%                                                | 97.33%                                                                           | 100.00%                                                                   |         |         |         |                 |         |         |         |         |         |         |         |         |
| AP BSNL                  |                          | 94.00%                                                           |                                         | 100.00% 100.00%                   | 95.00% 95.00% 100%                      | 100% 0.00                                         | 30 167        | 7.00 7.00                                    |                                                                      | 0.00%                                               | 0.00                                 | 100.00%                              | 100.00%             | 100.00%                                                                                            |                                                        | 97.70%                                                                           | 100.00%                                                                   |         | 97.74%  |         | 100.00% 100.00% |         |         |         |         |         |         |         |         |
| ASM                      | BSNL                     | 5.00 4.00                                                        | 97.00%                                  | 100.00%                           | 96.00%                                  | 100%                                              | 394           | 3.00 0.00                                    |                                                                      | 0.09%                                               | 0.00                                 | 100.00%                              | 100.00%             | 100.00%                                                                                            | 98.99%                                                 | 97.67%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| BH                       | BSNL                     | 4.00                                                             | 97.00%                                  | 100.00% 100.00%                   | 95.00% 97.00%                           | 100% 100%                                         | 0 844         | 4.00 0.00                                    | 0.00%                                                                | 0.00                                                |                                      | 100.00%                              | 100.00% 100.00%     | 100.00% 100.00%                                                                                    | 98.99% 97.34%                                          | 97.00% 97.06%                                                                    | 100.00% 100.00%                                                           |         |         |         | 100.00% 100.00% |         |         |         |         |         |         |         |         |
| Chattisgarh              | BSNL                     | 4.00                                                             | 98.00% 96.00%                           | 100.00%                           | 96.00%                                  | 100%                                              | 800           | 5.00 0.00 6.00 0.00                          | 0.01%                                                                |                                                     | 0.01 99.00% 0.00                     | 100.00%                              | 100.00%             | 100.00%                                                                                            | 99.42%                                                 | 99.40%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| CN                       | BSNL MTNL                | 5.00                                                             | 83.52%                                  | 97.21%                            | NA                                      | NA                                                | 21788         | 5.13 0.00                                    | 0.00% 0.03%                                                          |                                                     | 0.00%                                | 99.71%                               | 100.00%             | 100.00%                                                                                            | 99.60%                                                 | 99.86%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| DEL                      |                          | 8.49                                                             | 96.00%                                  | 100.00%                           | 92.00%                                  | 100%                                              | 408           | 0.00                                         |                                                                      |                                                     |                                      | 100.00%                              | 100.00%             | 100.00%                                                                                            |                                                        | 97.66%                                                                           | 100.00%                                                                   |         |         |         |                 |         |         |         |         |         |         |         |         |
| GUJ                      | BSNL                     | 5.00                                                             |                                         | NA                                |                                         |                                                   |               | 5.00                                         | 0.02%                                                                |                                                     | 0.00                                 |                                      |                     |                                                                                                    | 97.75%                                                 |                                                                                  |                                                                           |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| HP                       | Reliance                 | 0.00                                                             | NA                                      | 100.00%                           | NA                                      | NA                                                | 0             | 0.00                                         |                                                                      | 0.00%                                               | NA                                   | NA                                   | NA                  | NA                                                                                                 | 98.99%                                                 | 98.99%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| HP                       |                          | 5.00                                                             | 91.00%                                  |                                   | 95.00%                                  | 100%                                              | 180           | 0.00 6.00 0.00                               | 0.04%                                                                |                                                     | 0.02                                 | 98.56%                               | 100.00%             | 100.00%                                                                                            | 97.32%                                                 | 98.33%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
|                          | BSNL                     | 5.00                                                             | 94.00%                                  | 100.00%                           | 94.00%                                  | 100%                                              | 686           | 6.00                                         |                                                                      | 0.09%                                               | 0.00                                 | 100.00%                              | 100.00%             | 100.00%                                                                                            | 96.38%                                                 | 94.67%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| HR                       | BSNL                     | 5.00                                                             | 94.00%                                  | 100.00%                           | 85.00%                                  | 100%                                              | 102           | 0.00                                         |                                                                      | 0.01%                                               | 0.00                                 | 98.00%                               | 100.00%             | 100.00%                                                                                            | 97.44%                                                 | 98.33%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| J&K                      | BSNL BSNL                | 4.00                                                             | 97.00%                                  | 100.00%                           | 94.00%                                  |                                                   |               | 7.00                                         | 0.00                                                                 |                                                     |                                      | 98.00%                               | 100.00%             | 100.00%                                                                                            | 98.70%                                                 | 97.33%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| JHAR                     | 0.00                     | 4.00                                                             | 92.00%                                  | 100.00%                           | 89.00%                                  | 100%                                              | 281           | 7.00                                         | 0.00                                                                 | 0.09%                                               | 0.00                                 |                                      |                     | 100.00%                                                                                            | 98.23%                                                 | 98.37%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| KER                      | BSNL                     | 0.65                                                             | 100.00%                                 | 100.00%                           | NA                                      | 100%                                              | 1014          | 8.00                                         |                                                                      | 0.01%                                               | 0.00                                 | 99.64%                               | 100.00%             | NA                                                                                                 |                                                        | 100.00%                                                                          | NA                                                                        |         |         |         |                 |         |         |         |         |         |         |         |         |
|                          | Vodafone                 |                                                                  | 90.00%                                  | 100.00%                           |                                         | NA                                                | NA            | 3.08                                         | 0.00%                                                                | 0.00%                                               | NA                                   | NA                                   | NA                  |                                                                                                    | 99.39%                                                 |                                                                                  | 100.00%                                                                   |         |         | NA      |                 |         |         |         |         |         |         |         |         |
| KOL                      | BSNL                     | 7.00                                                             |                                         |                                   | NA                                      | NA                                                | 393           | 8.00                                         | 0.00                                                                 | 0.00%                                               | 0.00                                 | 98.48%                               | 100.00%             | 100.00%                                                                                            | 99.23%                                                 | 96.67%                                                                           |                                                                           |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| KTK                      | BSNL                     | 4.00                                                             | 97.00%                                  | 100.00%                           | 95.00%                                  | 100%                                              | 2205          | 7.00                                         |                                                                      |                                                     | 0.00                                 | 100.00%                              | 100.00%             | 100.00%                                                                                            | 98.70%                                                 | 98.78%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| MH                       | BSNL                     | 5.00                                                             | 93.00%                                  | 100.00%                           | 82.00%                                  | 100%                                              | 1583          | 0.00 7.00 0.00                               |                                                                      | 0.10%                                               | 0.00                                 | 100.00%                              | 100.00%             | 100.00%                                                                                            | 96.61%                                                 | 96.65%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| MP                       | BSNL                     | 4.00                                                             | 88.00%                                  | 100.00%                           | 85.00%                                  | 100%                                              | 1564          | 4.00 0.00                                    |                                                                      | 0.00% 0.10%                                         | 0.00                                 | 98.00%                               | 100.00%             | 100.00%                                                                                            | 97.24% 95.89%                                          | 97.24% 95.40%                                                                    | 100.00% 99.40%                                                            |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| MUM                      | MTNL                     | 5.34                                                             | 93.87%                                  | 99.88%                            | NA                                      |                                                   |               |                                              | 0.00                                                                 |                                                     |                                      |                                      | 100.00%             | NA                                                                                                 |                                                        |                                                                                  |                                                                           |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
|                          |                          |                                                                  |                                         |                                   |                                         | NA                                                | 12287         | 6.41                                         |                                                                      | 0.03%                                               | NA                                   | 99.43%                               |                     |                                                                                                    |                                                        | 100.00%                                                                          |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
| NE                       | Vodafone                 | 0.00                                                             | NA                                      | NA                                | NA                                      | NA                                                | NA            | NA                                           | 0.00%                                                                | 0.00%                                               | NA                                   | NA                                   | NA                  | NA                                                                                                 |                                                        | 99.39% 99.02%                                                                    | NA                                                                        |         |         | NA      |                 |         |         |         |         |         |         |         |         |
| NE-I                     | BSNL BSNL                | 4.00                                                             | 93.00%                                  | 100.00%                           | 92.00%                                  | 100%                                              | 32            | 7.00                                         |                                                                      | 0.02%                                               | 0.00                                 | 98.00%                               | 100.00%             |                                                                                                    | 100.00%                                                | 97.67%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| NE-II                    | BSNL                     | 3.00                                                             | 98.00%                                  | 100.00%                           |                                         |                                                   |               | 6.00                                         | 0.00                                                                 |                                                     | 0.00                                 |                                      |                     | 100.00%                                                                                            | 100.00%                                                | 97.67%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| OR                       |                          | 6.00                                                             | 93.00%                                  | 100.00%                           | 100.00% 88.00%                          | 100%                                              | 66            | 5.00                                         | 0.00 0.00                                                            | 0.10%                                               |                                      | 100.00%                              |                     | 100.00%                                                                                            | 99.00% 98.95%                                          | 96.67%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| PB                       | BSNL                     | 5.00                                                             | 90.00%                                  | 100.00%                           | 92.00%                                  | 100% 100%                                         | 906 747       | 7.00                                         |                                                                      | 0.10%                                               | 0.00                                 | 99.00%                               | 100.00%             | 100.00%                                                                                            | 96.07% 97.35%                                          | 94.33%                                                                           | 100.00%                                                                   |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| RAJ                      | BSNL BSNL                | 5.00                                                             | 95.00%                                  | 100.00%                           | 95.00%                                  | 100%                                              |               |                                              | 0.00 0.00                                                            | 0.03%                                               | 0.10                                 | 98.00%                               | 100.00%             |                                                                                                    |                                                        | 95.67% 99.04%                                                                    | 100.00% 100.00%                                                           |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
| TN                       | BSNL                     | 3.00                                                             | 95.00%                                  | 100.00%                           | 92.00%                                  | 100%                                              | 293 2268      | 6.00 7.00                                    |                                                                      | 0.00%                                               | 0.00                                 | 100.00%                              | 100.00%             | 100.00% 100.00%                                                                                    |                                                        |                                                                                  | 98.67%                                                                    |         |         |         | 100.00%         |         |         |         |         |         |         |         |         |
|                          |                          |                                                                  |                                         | 100.00%                           | 94.00%                                  |                                                   |               |                                              | 0.00 0.00                                                            | 0.08%                                               | 0.00                                 | 100.00%                              | 100.00%             |                                                                                                    | 98.96% 97.59%                                          |                                                                                  |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
| UPE UPW                  |                          | 4.00 5.00                                                        | 95.00% 96.00%                           | 100.00%                           | 96.00%                                  | 100% 100%                                         | 791 697       | 5.00                                         |                                                                      | 0.08%                                               | 0.00                                 | 100.00%                              | 100.00%             | 100.00%                                                                                            | 98.67%                                                 | 100.00% 100.00%                                                                  |                                                                           |         |         |         | 100.00% 100.00% |         |         |         |         |         |         |         |         |
|                          | BSNL                     |                                                                  |                                         | 100.00%                           | 96.00%                                  | 100%                                              | 284           | 4.00                                         |                                                                      | 0.01%                                               | 0.00                                 | 100.00%                              | 100.00% 100.00%     | 100.00% 100.00%                                                                                    | 96.55% 97.77%                                          | 98.00%                                                                           | 100.00%                                                                   |         |         |         |                 |         |         |         |         |         |         |         |         |
| Uttaranchal              | BSNL BSNL                | 6.00                                                             | 95.00%                                  |                                   | 91.00%                                  |                                                   |               |                                              | 0.00%                                                                |                                                     | 0.00                                 | 98.00%                               |                     |                                                                                                    |                                                        | 97.33%                                                                           |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
| Bengal                   |                          | 6.00                                                             | 91.00%                                  | 100.00%                           |                                         | 100%                                              | 528           | 5.00                                         |                                                                      |                                                     | 0.00                                 |                                      | 100.00%             | 100.00%                                                                                            |                                                        |                                                                                  |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
|                          |                          |                                                                  |                                         |                                   |                                         |                                                   |               |                                              |                                                                      | 0.08%                                               |                                      |                                      |                     |                                                                                                    | 98.82%                                                 |                                                                                  | 100.00%                                                                   |         |         |         |                 |         |         |         |         |         |         |         |         |
|                          |                          |                                                                  |                                         |                                   |                                         |                                                   |               |                                              |                                                                      |                                                     |                                      |                                      |                     |                                                                                                    |                                                        |                                                                                  |                                                                           |         | 100.00% | 100.00% | 100.00%         | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
|                          |                          |                                                                  |                                         |                                   |                                         |                                                   |               |                                              | 0.00                                                                 |                                                     |                                      |                                      | 100.00%             |                                                                                                    |                                                        |                                                                                  |                                                                           | 100.00% |         |         |                 |         |         |         |         |         |         |         |         |
|                          |                          |                                                                  |                                         |                                   |                                         |                                                   |               | 5.00 0.00 0.00                               |                                                                      |                                                     |                                      |                                      |                     |                                                                                                    |                                                        |                                                                                  |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |
| West                     |                          |                                                                  |                                         |                                   |                                         |                                                   |               |                                              |                                                                      |                                                     |                                      |                                      |                     |                                                                                                    |                                                        |                                                                                  |                                                                           |         |         |         |                 |         |         |         |         |         |         |         |         |

| Annex            | Annex          | Annex                                                                 | Annex                                          | Annex                                                | Annex                  | Annex                                              | Annex                                                                       | Annex                                                             | Annex                                                             | Annex                                                                                 | Annex                                                                                                           | Annex                                                                             | Annex                                                                 | Annex                                  | Annex                                            | Annex                                                                            | Annex                                                                                           | Annex                                                                                          |
|------------------|----------------|-----------------------------------------------------------------------|------------------------------------------------|------------------------------------------------------|------------------------|----------------------------------------------------|-----------------------------------------------------------------------------|-------------------------------------------------------------------|-------------------------------------------------------------------|---------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------|-----------------------------------------------------------------------|----------------------------------------|--------------------------------------------------|----------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------|
|                  |                | Service Provisi oning Faults Repair                                   | Service Provisi oning Faults Repair            |                                                      | Billing                | Performance                                        | Response Time to the Customer for assistance                                | 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 availabili ty /uptime (for all | Packet Loss                                      | Network latency (for wired broadband access)                                     | Network latency (for wired broadband access)                                                    | Network latency (for wired broadband access)                                                   |
| Service Provider | Service area   | %age of connections provided within 15 days of registration 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 by operator (Voice to voice) within 90 sec | 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 | users) in %age                         | Packet loss (for wired broadband access) in %age | User reference point at POP/ISP Gateway node to International gateway (IGSP/NIXI | User reference point at ISP Gateway node to International nearest NAP port abroad (terrestrial) | User reference point at ISP Gateway node to Internatio nal nearest NAP port abroad (satellite) |
|                  |                | 100%                                                                  | >90%                                           | Q in nos.                                            | <2%                    | 100%                                               | 100% within 60 days                                                         | >60%                                                              | >80%                                                              | 0                                                                                     | 0                                                                                                               | <90%                                                                              | >80%                                                                  | >98%                                   | <1%                                              | <120 ms                                                                          | <350 ms                                                                                         | <800 ms                                                                                        |
| BSNL             | All India      | 100.00%                                                               | 94.04%                                         | 99.71% 4149                                          | 0.07%                  | 100.00%                                            | 100.00%                                                                     |                                                                   | 93.20%95.70%                                                      | 0                                                                                     | 0                                                                                                               | 76.20%                                                                            | 90.69%                                                                | 99.68%                                 | 0.30%                                            | 34                                                                               | 190                                                                                             | NA                                                                                             |
| MTNL             | Delhi & Mumbai | 99.96%                                                                | 87.05%                                         | 96.63%                                               | 247510.055%            | 100.00%                                            | 100.00%                                                                     |                                                                   | 90.45%91.76%                                                      | Nil                                                                                   | 0                                                                                                               | 86.03%                                                                            | 90.00%                                                                | 99.93%                                 | 0.59%                                            | 42                                                                               | 290                                                                                             | NA                                                                                             |

## Annex

|                      |                          | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce                       | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce   | Performance Monitoring Report on Quality of Service of Cellular Mobile Serivce                     | Providers for quarter ending, September, 2015           | Providers for quarter ending, September, 2015               | Providers for quarter ending, September, 2015               | Providers for quarter ending, September, 2015                                                                                                                  | Providers for quarter ending, September, 2015     | Providers for quarter ending, September, 2015                                          | Providers for quarter ending, September, 2015                                                | Providers for quarter ending, September, 2015                        |
|----------------------|--------------------------|----------------------------------------------------------------------------------|----------------------------------------------------------------------------------|----------------------------------------------------------------------------------|----------------------------------------------------------------------------------|----------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------|----------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------|---------------------------------------------------------|-------------------------------------------------------------|-------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------|---------------------------------------------------|----------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------|
| Name of Service Area |                          | Network                                                                          | Network                                                                          | Network Availability Connection Establishment                                    | Network Availability Connection Establishment                                    | (Accessibility) Connection Maintenance (Retainability)                           | (Accessibility) Connection Maintenance (Retainability)                                               | (Accessibility) Connection Maintenance (Retainability)                           |                                                                                  | POI                                                                                                | 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 | Name of Service Provider | BTSs Accumulated downtime (not available for service) (%age) ≤ 2%                | Worst affected BTSs due to downtime (%age) ≤ 2%                                  | Call Set-up Success Rate (within licensee's own network) ≥ 95%                   | SDCCH/ Paging Chl. Congestion (%age) ≤ 1%                                        | TCH Congestion (%age) ≤ 2% ≤                                                     | Call Drop Rate (%age) Worst affected cells having more than 3% TCH drop (call drop) rate (%age) 2% ≤ | Connection with good voice quality 3% ≥                                          | Point of Interconnection (POI) Congestion (No. of POIs not meeting 95% ≤         | the benchmark) (Averaged over a period of quarter ) Metering and billing credibility - post 0.5% ≤ | paid Metering and billing credibility - pre paid 0.1% ≤ | Resolution of billing/charging complaints 0.1% within weeks | Resolution of billing/charging complaints 98% 4 100% within | Period of applying credit/ waiver/ adjustment to customer's account from the date of resolution of complaints 6 weeks within 1 week of resolution of complaint | 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 |
| Andhra Pradesh       | BSNL                     | 1.42                                                                             | 1.98                                                                             | 98.37                                                                            | 0.47                                                                             | 1.21                                                                             | 0.82                                                                                                 | 2.89 98.00                                                                       | 0                                                                                | 0.00                                                                                               | 0.00                                                    | 100.00                                                      | 100.00                                                      | 100.00                                                                                                                                                         | 97.00                                             | 82.00                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Assam                | BSNL                     | 1.93                                                                             | 1.82                                                                             | 97.87                                                                            | 0.46                                                                             | 0.83                                                                             | 1.99                                                                                                 | 2.87                                                                             | 95.13                                                                            | 0                                                                                                  | 0.00                                                    | 0.00                                                        | 100.00 100.00                                               | 100.00                                                                                                                                                         | 97.00                                             | 96.20                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Bihar                | BSNL                     | 8.66                                                                             | 19.67                                                                            | 97.84                                                                            | 0.57                                                                             | 0.86                                                                             | 2.46                                                                                                 | 6.40 96.65                                                                       |                                                                                  | 0                                                                                                  | 0.00                                                    | 0.00                                                        | 99.18 100.00                                                | 100.00                                                                                                                                                         | 99.50                                             | 96.17                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Chennai              | BSNL                     | 0.57                                                                             | 1.87                                                                             | 96.62                                                                            | 0.74                                                                             | 1.91                                                                             | 0.76                                                                                                 | 1.72                                                                             | 99.99                                                                            | 0                                                                                                  | 0.03                                                    | 0.01                                                        | 99.00 100.00                                                | 100.00                                                                                                                                                         | 100.00                                            | 89.27                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Delhi                | MTNL CDMA                | NR                                                                               | NR                                                                               | NR                                                                               | NR                                                                               | NR                                                                               | NR                                                                                                   | NR                                                                               | NR                                                                               | NR                                                                                                 | NR                                                      | NR                                                          | NR NR                                                       | NR                                                                                                                                                             | NR                                                | NR                                                                                     | NR                                                                                           | NR                                                                   |
| Delhi                | MTNL GSM                 | 0.17                                                                             | 0.68                                                                             | 96.70                                                                            | 0.58                                                                             | 1.73                                                                             | 1.86                                                                                                 | 2.57                                                                             | 96.98                                                                            | 0                                                                                                  | 0.05                                                    | 0.02                                                        | 100.00 100.00                                               | 100.00                                                                                                                                                         | 95.01                                             | 99.86                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Gujarat              | BSNL                     | 1.94                                                                             | 1.97                                                                             | 96.85                                                                            | 0.14                                                                             | 0.79                                                                             | 1.08                                                                                                 | 2.86                                                                             | 100.00                                                                           | 0                                                                                                  | 0.02                                                    | 0.00 100.00                                                 | 100.00                                                      | 100.00                                                                                                                                                         | 100.00                                            | 95.67                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Haryana              | BSNL                     | 1.12                                                                             | 1.28                                                                             | 97.56                                                                            | 0.29                                                                             | 1.01                                                                             | 1.50                                                                                                 | 2.19                                                                             | 97.20                                                                            | 0                                                                                                  | 0.14                                                    | 0.01 100.00                                                 | 100.00                                                      | 100.00                                                                                                                                                         | 100.00                                            | 93.43                                                                                  | 100.00                                                                                       | 100.00                                                               |
| Himachal Pradesh     | BSNL                     | 2.62                                                                             | 5.47                                                                             | 97.53                                                                            | 0.93                                                                             | 1.87                                                                             | 2.26                                                                                                 | 3.94                                                                             | 64.43                                                                            | 0                                                                                                  | 0.00                                                    | 0.02                                                        | 100.00 100.00                                               | 100.00                                                                                                                                                         | 100.00                                            | 75.75                                                                                  | 100.00                                                                                       | 100.00                                                               |

| Jammu & Kashmir   | BSNL             |   1.61 |   1.67 | 96.25      | 0.43   |   1.51 |   1.57 |   2.25 |   98.26 |   0 | 0.05   | 0.01   | 100.00   | 100.00   | 100.00   | 100.00   | 82.00   | 100.00   | 100.00   |
|-------------------|------------------|--------|--------|------------|--------|--------|--------|--------|---------|-----|--------|--------|----------|----------|----------|----------|---------|----------|----------|
| Karnataka         | BSNL             |   1.32 |   1.65 | 98.63 0.13 |        |   0.52 |   0.91 |   2.65 |   97.09 |   0 | 0.02   | 0.03   | 100.00   | 100.00   | 100.00   | 99.00    | 96.53   | 100.00   | 100.00   |
| Kerala            | BSNL             |   0.4  |   0.46 | 99.00      | 0.17   |   1.35 |   0.63 |   1.64 |   99.93 |   0 | 0.02   | 0.02   | 99.05    | 100.00   | 100.00   | 98.00    | 95.00   | 100.00   | 100.00   |
| Kolkata           | BSNL             |   3.74 |  11.3  | 99.29      | 0.33   |   0.44 |   0.6  |   2.7  |   99.77 |   0 | 0.02   | 0.10   | 100.00   | 100.00   | 100.00   | 96.00    | 96.67   | 100.00   | 100.00   |
| Madhya Pradesh    | BSNL             |   1.81 |   1.67 | 96.37      | 0.61   |   1.52 |   1.53 |   2.58 |   97.01 |   0 | 0.02   | 0.04   | 100.00   | 100.00   | 100.00   | 98.00    | 98.81   | 100.00   | 100.00   |
| Maharashtra BSNL  | Maharashtra BSNL |   1.91 |   1.93 | 95.95      | 0.89   |   1.56 |   1.5  |   2.7  |   95.59 |   0 | 0.00   | 0.02   | 100.00   | 100.00   | 100.00   | 100.00   | 100.00  | 100.00   | 100.00   |
| Mumbai            | MTNL GSM         |   0.6  |   1.08 | 99.06      | 0.33   |   0.1  |   1.45 |   1.94 |   95.4  |   0 | 0.06   | 0.00   | 99.59    | 100.00   | 100.00   | 95.57    | 95.75   | 100.00   | 100.00   |
| Mumbai            | MTNL CDMA        |   0.25 |   0    | 98.79      | 0.87   |   0.02 |   1.45 |   1.88 |   96.34 |   0 | NR     | NR     | NR       | NR       | NR       | NR       | NR      | NR       | NR       |
| North East        | BSNL             |   2.6  |   8.47 | 95.58      | 3.18   |   3.82 |   3.79 |   7.07 |   92.27 |   0 | 0.03   | 0.03   | 99.50    | 100.00   | 100.00   | 99.00    | 97.81   | 100.00   | 100.00   |
| Orissa            | BSNL             |   1.5  |   1.94 | 98.22      | 0.59   |   1.78 |   1.83 |   2.89 |   98.17 |   0 | 0.00   | 0.04   | 100.00   | 100.00   | 100.00   | 97.00    | 96.97   | 100.00   | 100.00   |
| Punjab            | BSNL             |   0.63 |   1.82 | 97.11      | 0.59   |   0.65 |   1.17 |   3.37 |   95.48 |   0 | 0.06   | 0.00   | 100.00   | 100.00   | 100.00   | 100.00   | 82.96   | 100.00   | 100.00   |
| Rajasthan         | BSNL             |   1.53 |   1.82 | 98.65      | 0.46   |   1.33 |   1.48 |   1.85 |   98.64 |   0 | 0.05   | 0.49   | 99.89    | 100.00   | 100.00   | 97.65    | 74.51   | 100.00   | 100.00   |
| Tamil Nadu        | BSNL             |   0.73 |   1.5  | 98.81      | 0.16   |   0.6  |   1.04 |   2.32 |   96.73 |   0 | 0.02   | 0.01   | 100.00   | 100.00   | 100.00   | 100.00   | 94.00   | 100.00   | 100.00   |
| UP-East           | BSNL             |   1.86 |   1.83 | 98.22      | 0.87   |   1.87 |   1.79 |   2.53 |   96.5  |   0 | 0.09   | 0.09   | 98.90    | 100.00   | 100.00   | 99.00    | 97.76   | 100.00   | 100.00   |
| UP-West           | BSNL             |   0.97 |   1.8  | 97.32      | 0.50   |   1.3  |   1.18 |   1.96 |   96.43 |   0 | 0.01   | 0.01   | 100.00   | 100.00   | 100.00   | 100.00   | 98.18   | 100.00   | 100.00   |
| West Bengal       | BSNL             |   3.35 |  18.9  | 97.86      | 1.70   |   1.48 |   1.43 |   9.57 |   96.34 |   0 | 0.02   | 0.04   | 99.20    | 100.00   | 100.00   | 98.17    | 98.35   | 100.00   | 100.00   |

| Name of the Service Area / City   | Name of Service Provider   | Network                                                                   | Network                                                 | Availability Connection Establishment (Accessibility)     | Availability Connection Establishment (Accessibility)                                          | Availability Connection Establishment (Accessibility)                                          | Connection Maintenance (Retainability)                                                                                  | Connection Maintenance (Retainability)                                                      | POI                                               |
|-----------------------------------|----------------------------|---------------------------------------------------------------------------|---------------------------------------------------------|-----------------------------------------------------------|------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------------|---------------------------------------------------|
| Name of the Service Area / City   | Name of Service Provider   | BTS and Node-B's Accumulat ed downtime (not available for service) (%age) | Worst affected BTSs and Node-B's due to downtime (%age) | Call Set- up Success Rate (within licensee's own network) | SDCCH/Pag ing Channel and RRC Congestion (%age) TCH and Circuit Switched RAB Congestion (%age) | SDCCH/Pag ing Channel and RRC Congestion (%age) TCH and Circuit Switched RAB Congestion (%age) | Drop Circuit Switched Voice Drop (%age) Worst affected cells more 3% TCH drop (call drop) Circuit Switched Voice Rate:- | having than Drop Connection s with voice quality Circuit Switch Voice Quality (CSV quality) | good and Point Interconn ection (POI) Congesti on |
| Name of the Service Area / City   | 1                          | 2                                                                         | 3                                                       |                                                           |                                                                                                |                                                                                                | CBBH 7                                                                                                                  | 9                                                                                           | 10                                                |
| Name of the Service Area / City   | Benchmark                  | ≤ 2%                                                                      | ≤ 2%                                                    | 4 ≥ 95%                                                   | 5 ≤ 1%                                                                                         | 6 ≤ 2%                                                                                         | 8 ≤ 2% ≤ 3%                                                                                                             | ≥ 95%                                                                                       | ≤ 0.5%                                            |
| Andhra Pradesh                    | BSNL                       | 0.67                                                                      | 1.93                                                    | 97.67                                                     | 0.80                                                                                           | 1.77                                                                                           | 0.67                                                                                                                    | 99.70                                                                                       | 0                                                 |
| ASSAM                             |                            |                                                                           |                                                         |                                                           |                                                                                                |                                                                                                | 2.83                                                                                                                    |                                                                                             |                                                   |
|                                   | BSNL                       | 1.97                                                                      | 1.87                                                    | 95.33                                                     | 0.00                                                                                           | 0.00                                                                                           | 2.00 2.87                                                                                                               | 95.13                                                                                       | 0                                                 |
| Bihar                             | BSNL                       | 6.48                                                                      | 26.47                                                   | 95.33                                                     | 0.03                                                                                           | 0.55                                                                                           | 2.45 10.63                                                                                                              | 96.60                                                                                       | 0                                                 |
| Chennai                           | BSNL                       | 1.17                                                                      | 1.83                                                    | 98.00                                                     | 0.90                                                                                           | 1.90                                                                                           | 1.13 1.83                                                                                                               | 95.80                                                                                       | 0                                                 |
| Delhi                             | MTNL                       | 0.53                                                                      | 1.70                                                    | 96.94                                                     | 0.73                                                                                           | 1.80                                                                                           | 1.70 2.23                                                                                                               | 96.30                                                                                       | 0                                                 |
| Gujarat                           | BSNL                       | 1.63                                                                      | 1.53                                                    | 96.33                                                     | 0.50                                                                                           | 1.13                                                                                           | 1.67 2.27                                                                                                               | 100.00                                                                                      | 0                                                 |
| Haryana                           | BSNL                       | 1.54                                                                      | 1.62                                                    | 96.92                                                     | 0.74                                                                                           | 0.86                                                                                           | 1.48 1.82                                                                                                               | 96.69                                                                                       | 0                                                 |
| Himachal Pradesh                  | BSNL                       | 1.97                                                                      | 1.60                                                    | 97.33                                                     | 0.90                                                                                           | 1.87                                                                                           | 1.90 2.77                                                                                                               | 96.47                                                                                       | 0                                                 |
| Jammu & Kashmir                   | BSNL                       | 1.43                                                                      | 1.37                                                    | 96.33                                                     | 0.77                                                                                           | 1.40                                                                                           | 1.43 2.33                                                                                                               | 96.70                                                                                       | 0                                                 |
| Karnataka                         | BSNL                       | 1.07                                                                      | 1.90                                                    | 98.00                                                     | 0.47                                                                                           | 0.97                                                                                           | 1.00 2.63                                                                                                               | 99.00                                                                                       | 0                                                 |
| Kerala                            | BSNL                       | 0.30                                                                      | 0.40                                                    | 95.33                                                     | 0.13                                                                                           | 0.57                                                                                           | 1.37 0.10                                                                                                               | 99.83                                                                                       | 0                                                 |
| Kolkata                           | BSNL                       | 4.27                                                                      | 11.13                                                   | 99.00                                                     | 0.33                                                                                           | 0.47                                                                                           | 0.63 0.33                                                                                                               | 99.80                                                                                       | 0                                                 |
| Madhya Pradesh                    | BSNL                       | 1.71                                                                      | 1.08                                                    | 96.07                                                     | 0.67                                                                                           | 1.31                                                                                           | 1.44 2.81                                                                                                               | 96.33                                                                                       | 0                                                 |
| Maharashtra                       | BSNL                       | 1.90                                                                      | 1.97                                                    | 96.00                                                     | 0.00                                                                                           | 1.77                                                                                           | 1.87 2.53                                                                                                               | 95.60                                                                                       | 0                                                 |
| Mumbai                            | MTNL                       | 0.53                                                                      | 1.13                                                    | 95.73                                                     | 0.87                                                                                           | 1.07                                                                                           | 1.70 2.40                                                                                                               | 98.87                                                                                       | 0                                                 |
| North East                        | BSNL                       | 1.92                                                                      | 9.85                                                    | 95.33                                                     | 2.28                                                                                           | 2.92                                                                                           | 2.18 3.48                                                                                                               | 95.67                                                                                       | 0                                                 |
| Orissa                            | BSNL                       | 1.63                                                                      | 1.83                                                    | 96.67                                                     | 0.93                                                                                           | 1.80                                                                                           | 0.97 2.17                                                                                                               | 98.23                                                                                       | 0                                                 |
| Punjab                            | BSNL                       | 0.50                                                                      | 1.80                                                    | 96.00                                                     | 0.83                                                                                           | 1.27                                                                                           | 1.77 2.93                                                                                                               | 95.77                                                                                       | 0                                                 |
| Rajasthan                         | BSNL                       | 1.67                                                                      | 1.60                                                    | 99.00                                                     | 0.00                                                                                           | 0.00                                                                                           | 1.33 2.63                                                                                                               | 98.73                                                                                       | 0                                                 |
| Tamil Nadu                        | BSNL                       | 0.50                                                                      | 1.63                                                    |                                                           |                                                                                                | 1.70                                                                                           | 1.33                                                                                                                    |                                                                                             |                                                   |
|                                   |                            |                                                                           |                                                         | 97.33                                                     | 0.13                                                                                           |                                                                                                | 0.20                                                                                                                    | 99.77                                                                                       | 0                                                 |
| UP-East                           | BSNL                       | 1.87                                                                      | 1.84                                                    | 96.83                                                     | 0.80                                                                                           | 1.83                                                                                           | 1.74 0.00                                                                                                               | 96.50                                                                                       | 0                                                 |
| UPW                               | BSNL                       | 1.56                                                                      | 1.83                                                    | 96.37                                                     | 0.75                                                                                           | 1.44                                                                                           | 1.18 2.14                                                                                                               | 96.41                                                                                       | 0                                                 |