TRAI to enhance the quality of telecommunication services

Introduction

The Telecom Regulatory Authority of India(TRAI) has taken the initiative to simplify the regulatory framework for Quality-of-Service (QoS). It proposed to have single regulation dealing with Quality-of-Service standards for all voice and data services for both wireline and wireless services. The TRAI has taken this step considering the increased number of complaints from subscribers regarding call drops and other network-related issues, especially after the rollout of 5G services. Section 11 of the Telecom Regulatory Authority of India Act, 1997 mandates the Authority to lay down the standards of quality of service to be provided by the service providers and ensure the quality of service and protect the interest of the consumers of telecommunication services.

These three regulations covering Quality of service standards are proposed to be merged into a single regulation.

1.  Quality of Service of Broadband Service Regulations 2006
2. The Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations, 2009
3. The Standards of Quality of Service for Wireless Data Services Regulations, 2012

Way forward

Good network availability plays an important role in user experience, and the TRAI has seen a surge in receiving complaints regarding call drops and network disruptions in some areas, especially after the rollout of 5G services. The draft regulations proposed monthly reporting of the quality of services at the state level, including the Licensed Service Areas (LSA) level.

The Telecom regulatory authority of India(TRAI) has taken steps to boost or improve the quality of service in the telecom sector.  Over the past few years, there have been various reforms or technological advancements in the telecommunication industry to build a world-class telecom sector. We all use telecom services on a daily basis. Issues such as call drops, voice quality issues and Data or network issues while downloading or surfing on the internet pose questions on the quality of service of the telecommunication sector. Hence unifying the laws for the quality of standard services will improve the overall compliance framework and quality of services in the telecommunication sector and revised rules will surely enhance the user experience while using telecommunication services.  Also, there is a need for collaborative efforts by regulatory authorities, service providers and technical requirements to improve the quality of service in the telecom sector.

Conclusion

To enhance the quality of service and improve the user experience, this is a positive move by TRAI proposing to have single regulation dealing with Quality of service standards for all voice and data services. TRAI has released its consultation paper on inviting comments from stakeholders. After the proper consultation process, TRAI will come up with a revised rule on service quality.

References:

• https://www.thehindubusinessline.com/info-tech/trai-proposes-to-merge-three-regulations-into-one-on-quality-of-services/article67210041.ece
• https://timesofindia.indiatimes.com/gadgets-news/trai-rise-in-call-drops-complaints-service-quality-rules-to-be-reviewed/articleshow/102848952.cms

Author: Neeraj Soni, Intern – Policy & Advocacy, CyberPeace Foundation