Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
Disconnection of call due to low
or no balance (pre-paid
customers)
Disconnection of service due to
low or no balance (post-paid
customers)
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
Failed attempts to load recharge
payment/voucher;
≤ 3hrs for network
related faults;
≤ 30 minutes for
software related faults.
Charging of calls/SMS beyond
the actual call durations;
≤ 24hrs (with
overcharge refunded)
Charging
of
uncompleted/
unsuccessful calls/SMS;
≤ 1 hour (with refund)
Charging of calls or SMS at
incorrect Rates or more than
once;
≤ 1 hour (overcharge
refunded)
Charging
rendered;
≤ 24 hrs (with refund)
for
services
not
Failed attempts to check or
determine the account balance;
≤ 30 minutes
Losing credited amount from a
customer’s account;
≤ 1 hour (with credit
amount restored)
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
Number of complaints per month
related to incorrect setting by
local
operator
leading
to
inhibition
of
two-way
communication while roaming
internationally.
Alert tone sent for low balance
before call disconnection
≤ 10 complaints
Time to continue with service
after reaching 100% of credit
limit.
≥ 7 days [as per to
SLA]
15
75% of credit limit