Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
Charging of calls at incorrect
rates or more than once;
≤ 1 hour
(overcharge
refunded)
Charging
rendered;
≤ 24 hrs (with
refund)
for
services
Failed
attempts
check/determine the
balance;
not
to
account
≤ 30 minutes
Losing credited amount from a
customer’s account;
≤ 1 hour
Number of complaints per day
related to: wrongly cleared
balance, wrong IVR messages,
failed attempts to determine the
account balance, and failure to
provide agreed content;
≤ 10 complaints
Disconnection of call due to low
or no balance (pre-paid customers)
Alert tone sent for low balance
before call disconnection ;
75% of credit limit
Disconnection of service due to
low or no balance (post-paid
customers)
Time to continue with service
after reaching 100% of credit
limit.
7 days
9A constant IVR notice of credit
expiry remains ON during this
period, after which the service
provider is at liberty to allow
/disallow outgoing calls until
debt is settled.
10
The proportion of public paytelephone in full working order i.e.
the user is able to make use of the
services advertised as normally
available.
Maximum number of faults per
line per year.
Public payphones
% of public payphones in
working order
(Measurements to be made as per
ETSI EG 201 769-1)
Faults per DEL per annum
(FDEL)
12
≥ 90%
1