TRAI Introduces New Regulations to Boost Telecom Service Quality and Consumer Compensation

Revised QoS Standards Mandate Compensation for Service Outages and Enhance Transparency

In a landmark decision aimed at improving telecom services across India, the Telecom Regulatory Authority of India (TRAI) has unveiled its revised standards for quality of service (QoS). The new regulations, officially known as “The Standards of Quality of Service of Access (Wirelines and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024),” will take effect from October 1, 2024. These updated rules are set to impose stricter penalties on telecom operators such as Airtel and Jio, and mandate significant improvements in service delivery and consumer compensation.

Key Changes and Implications

Under the revised regulations, telecom operators are now required to compensate subscribers for service outages that exceed 24 hours at the district level. For postpaid customers, this means receiving a rebate on their rental charges, while prepaid customers will benefit from an extension of their connection validity. The compensation is proportional to the outage duration, ensuring that affected consumers receive fair recompense.

In addition to the compensation mandates, the new rules substantially increase penalties for non-compliance with QoS benchmarks. The penalty for each benchmark violation has been raised from Rs 50,000 to Rs 1 lakh. This increase aims to encourage telecom operators to adhere more closely to quality standards and minimize service disruptions.

TRAI’s revised standards also enhance transparency by requiring service providers to display technology-specific mobile coverage maps (2G/3G/4G/5G) on their websites. This measure allows consumers to make better-informed choices regarding their service providers. Furthermore, operators are obligated to publish their QoS performance metrics according to prescribed parameters, providing consumers with accurate information about service quality.

The regulations introduce rigorous performance monitoring at the cell level, including tracking network availability, call drop rates, and voice packet drop rates in both uplink and downlink. This detailed performance data aims to hold service providers accountable and ensure high-quality service delivery.

As TRAI puts forth these comprehensive QoS benchmarks, the authority aims to enhance the quality of telecom services and uphold consumer rights. The new regulations not only promise better transparency and accountability but also ensure that consumers receive tangible compensation for service disruptions. As the regulations come into effect, telecom operators will need to focus on maintaining service quality to avoid hefty penalties and sustain consumer trust.