Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
Customer help lines
Customer complaints
Call centre answer success rate;
≥ 98%
Customer care line accessible
through other networks;
≥1
Average waiting time before a
customer is attended by a call
centre operator;
≤ 5 minutes
Number of complaints per day
related to any of: One-way/twoway loss of audio, Cross-talk,
Call misdirection to un-intended
number, and Voice Quality;
≤ 50
Number of complaints per day in
respect
of
network-related
blocking
of incoming
or
outgoing calls;
≤5
Number of complaints per day
related to: wrong Cleared
Balance, wrong IVR Messages,
Failed Attempts to determine the
Account Balance, Failure to
Provide Agreed Content;
≤ 10
Number of account complaints
per one million bills;
≤ 10
Failed attempts to load recharge
payment/voucher;
≤ 3hrs for network
related faults;
≤ 30 minutes for
software related
faults.
Charging of calls beyond the
actual call durations;
≤ 24hrs (with
overcharge
refunded)
Charging
of
uncompleted/unsuccessful calls;
≤ 1 hour (with
refund)
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