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TELECOM REGULATORY AUTHORITY OF INDIA

REPORT ONAUDIT & ASSESSMENT OF QUALITY OF SERVICE OF CELLULAR MOBILE TELEPHONE SERVICES FOR SOUTH ZONE ANDHRA PRADESH Report Period: July 2013 - Sept. 2013 cs Datamation Research Services Pvt. Ltd Plot No 361, 1st Floor, Patparganj Indl. Area,Delhi-110 092 2 Contents CHAPTER-1: INTRODUCTION ................................................................................................................... 3 1.0Objectives of the Audit and Assessment of Quality of Service:......................................................... 3 2.0. Scope of work to be undertaken: ......................................................................................................... 3 3.0. Quality Parameters to be audited in respect of the Basic (Wire line), Telephone Services, Broadband, and Mobile Telephone Services:................................................................................................. 3 Detailed Scope of Work implemented & Universe: ....................................................................................... 8 4.0Coverage, Sampling & Research Methodology for the Southern Zone (AP):.................................. 10 CHAPTER-2: EXECUTIVE SUMMARY ................................................................................................... 23 I.Preface ................................................................................................................................................... 23 II.Findings from Quality of Service Audit (Operator wise for each parameter)................................... 24 CHAPTER-3: AUDIT PMR DATA VERIFICATION RESULTS ......................................................... 27 3.0Cellular Mobile Telephone Service ................................................................................................... 27 3.1PMR Data Verification Results for ................................................................................................ 27 3.23 Days Live Test Audit Report ...................................................................................................... 30 3.3Operator Assisted Drive Test ......................................................................................................... 31 3.4CUSTOMER SERVICE QUALITY PARAMETERS ................................................................. 35 3.5Redressal ........................................................................................................................................ 37 3.6Inter Operator Call Assessment...................................................................................................... 38 CAPTER-4: DETAILED FINDINGS, ANALYSIS AND GRAPHICAL REPRESENTATION ........... 39 4.0Cellular Mobile Telephone Service ................................................................................................... 39 4.13 Days Live Test Audit Report ...................................................................................................... 39 4.2CUSTOMER SERVICE QUALITY PARAMETERS .................................................................. 40 4.3PMR Data Results in Graphical ..................................................................................................... 45 4.4Drive Test Measurements Audit Report......................................................................................... 61 4.5LIVE TEST SUMMARY and Graphical Representation .............................................................. 68 CHAPTER-5: FINDINGS AND ANALYSIS .............................................................................................. 74 3 CHAPTER-1: INTRODUCTION 1.0Objectives of the Audit and Assessment of Quality of Service: Telecom RegulatoryAuthority ofIndiahas been entrustedtolay-down thestandardsofqualityofservice tobeprovidedbytheserviceproviders and ensure the quality of service andconduct the periodical audit ofsuchservicesprovidedbytheserviceproviderssoastoprotectt heinterestoftheconsumersof telecommunications service. TRAI engagedDatamationfor the SouthernZone (AP circle)for the audit and assessmentofQualityofServiceofserviceprovidersforBasic(Wireline)TelephoneServices,Broadband and Cellular Mobile Telephone Services, as per the scope of work detailed scope of work outlined. 2.0. Scope of work to be undertaken: Thescopeofwork AuditandAssessmentofQualityofServiceof service providersasmandated by TRAI includes: (a)Preparation ofPerformance Monitoringreports(PMRs)and up- loading in the system.(b)LivemeasurementsoftheperformanceofServiceProviders(SPs) againstthe benchmarksfor three days during each audit. (c) Monthly audit based on one month data of the SPs. (d) Drive test of the RF networks.(e)Audit of the performance of call centreswith respect to theiraccessibility and percentage of calls answered bythe operators andrandom customerfeedback by callingthe customerstogetfeedback of the services provided by the service providers.(f)Transfer of datagenerated by theRF drivetest /livemeasurements/ PMR/monthly auditto the server located at TRAI premises on real time basis. 3.0. Quality Parameters to be audited in respect of the Basic (Wire line), Telephone Services, Broadband, and Mobile Telephone Services: Basic (Wireline Services): The parameters forBasic TelephoneService (Wireline)consistofvarious QoS indicators, which can be audited and assessed objectively, and include parameterslikefaultincidences, callcompletionrates/answertoseizureratio,POIcongestionandcustomerserviceparametersviz.mean timetorepairfaults,meteringandbillingcredibility(postpaidandprepaid),resolutionof billing/chargingcomplaints,periodofapplying credit/waiver/adjustment to customersaccount,response time to the customer forassistance, termination/closureofservice,timetaken for refund of securitydepositafterclosures;provisionofatelephoneafterregistrationofdemand,shiftoftelephone connection, etc. This work was not carried out in the Q1.Mobile Telephone Services:TheparametersofQualityofServiceforcellularmobiletelephone services 4 have been specifiedunderthehead (A) Network Service Quality Parameters (B) Customer Service Quality Parameters.TheNetworkServiceQualityParametersincludetheparametersrelatedto(i)Network Availability(ii)ConnectionEstablishment,(iii)ConnectionMaintenance(iv)POICongestion.The CustomerServiceQualityParametersincludemeteringandbillingcredibility(postpaidandprepaid), resolutionofbilling/chargingcomplaints, periodofapplyingcredit/waiver/adjustmenttocustomers account,responsetimetothecustomerforassistance,termination/closureofserviceandtimetakenfor refund of security deposit after closures. The parameters related to the Service coverage are to be audited and monitored during drive test. All of these parameters have been covered in the Q1. BroadbandServices:TheparametersofQualityofServiceforbroadbandservices,specifiedinthe regulation3ofQualityofServiceofBroadbandServicesRegulations,2006,includeservice provisioning/activationtime,faultrepairandrestorationtime,billingperformance,responsetime to customer for assistance, bandwidthutilization/throughput, service availability, packetloss and network latency. Cellular Mobile Telephone Service: S.NName of ParameterBenchmark Averaged over a period ANetwork Service Quality Parameters: (i)Network Availability (a) BTSs Accumulated downtime (not available for service) 2% One Month (b) Worst affected BTSs due to downtime 2%One Month (ii) Connection Establishment (Accessibility) (a) Call Set-up Success Rate(within licensee's own network) 95%One Month (b) SDCCH/ Paging Channel Congestion 1%One Month (c) TCH Congestion 2% One Month (iii) Connection maintenance(Retain ability) (a) Call Drop Rate 2%One Month 5 (b) Worst affected cells having morethan 3% TCH drop (call drop) rate 5% up to31.03.2011 3% From 01.04.2011 One Month (c) connections with good voice quality 95% One Month (iv) Point of Interconnection (POI) Congestion ( on individual POI) 0.5% One Month BCustomer Service Quality Parameters: (v) Metering and billing credibility post-Paid Not more than 0.1% of bills issued should be disputed over a billing cycle One Billing Cycle (vi) Metering and billing credibility - pre- paid Not more than 1 complaint per 1000 customers i.e. 0.1% complaints for metering, charging, credit, and validity One Quarter vii) (a) Resolution of billing/ charging complaints 100% within 4 weeks One Quarter (b) Period of applying credit/ waiver/ adjustment to customers account from the date of resolution of complaints within 1 week of resolution of complaint One Quarter (viii) Response Time to the customer for assistance (a) Accessibility of call centre/ customer care 95%One Quarter (b)Percentage of calls answered by the operators (voice to voice) within 60 seconds 90%One Quarter (ix) Termination/ closure of service 7 daysOne Quarter (x) Time taken for refund of deposits after closures 100% within 60 daysOne Quarter 6 (ii) Basic Service (wire line): S.NName of ParameterBenchmark Averaged over a period (i)Fault incidences (No. of faults/100 subscribers/month) 5 One Quarter (ii) Fault repair by next working day For urban areas: Bynext working day:90% and within 3 days: 100%.For rural and hilly areas: Bynext working day:90% and within 5 days: 100%. Rent Rebate Faults pending for >3 days and 7 d a y s : Rentrebate for 7 days.Faults pending for >7 days and 15 days:Rent rebate for 15 days. One Quarter Faults pending for >15Days: rent rebate for one month. (iii)Mean Time To Repair (MTTR)8 Hrs One Quarter (iv) (a) Call Completion Rate within a local network shall be better than 55% One Quarter or, (b) Answer to Seizure Ratio (ASR)75 % One Quarter (v) Point of Interconnection (POI) Congestion (on individual POI) 0.5% One month (vi) Metering and billing credibility post paid Not more than 0.1% of billsissued should be disputed over a billing cycle One Billing Cycle (vii)Metering and billing credibility - pre- paid Not more than 1 complaint per 1000 customers, i.e., 0.1% complaints for metering, charging, credit, and validity One Quarter (viii) Resolution of billing/ charging complaints 100% within 4 weeksOne Quarter (ix) Period of applying credit/ waiver/ adjustment to custome r s account from the date of resolution of complaints within 1 week of resolution of complaint One Quarter (x) Response Time to the customer for assistance (a) Accessibility of call centre/ customer care 95% One Quarter (b)Percentage of calls answered by the operators (voice to voice) within 60 seconds 90% One Quarter (xi)Termination/ closure of service7 days One Quarter (xii)Time taken for refund of deposits after closures 100% within 60 days.One Quarter 7 (iii) Broadband Service: S.NParametersBenchmark (i) Service Provisioning/ Activation time 100% cases in = 60% Within 90 seconds > 80% Bandwidth Utilization/ Throughput: a) Bandwidth Utilization i) POP to ISP Gateway Node [Intra- network] Link(s) ii) ISP Gateway Node to IGSP / NIXI Node upstream Link(s) for International connectivity b)Broadband Connection Speed (download) 80% from ISP Node to User. (vi)Service Availability / Uptime> 90% quarter ending June 2007; > 98% with effect from quarter ending September 2007 and onwards (vii)Packet Loss 90% and within 3 working days: 99% Rebate: (a) Faults Pending for > 3 working days and < 7 working days: rebate equivalent to 7 days of minimum monthly charge or equivalent usage allowance (b) Faults Pending for > 7 working days and < 15 working days: rebate equivalent to 15 days of minimum monthly charge or equivalent usage allowance (c) Faults Pending for > 15 working days: rebate equivalent to one month of minimum monthly charge or equivalent usage allowance (iii) Billing Performance Billing complaints per 100 bills issued %age of Billing Complaints resolved Time taken for refund of deposits after closure < 2% 100% within 4 weeks 100% within 60 days (iv) Response time to the customers for assistance % age of calls answered by operator (Voice to Voice) Within 60 seconds > 60% Within 90 seconds > 80% 8 (v) Bandwidth Utilization/ Throughput: a) Bandwidth Utilization i) POP to ISP Gateway Node [Intra- network] Link(s) ii) ISP Gateway Node to IGSP / NIXI Node upstream Link(s) for International connectivity b) Broadband Connection Speed (download) 80% from ISP Node to User.(vi) Service Availability / Uptime > 90% quarter ending June 2007; > 98% with effect from quarter ending September 2007 and onwards (vii)Packet Loss=95%) Hyderabad100.0%99.45%98.16%96.90%93.89%98.00%99.49%96.26%97.71%100.00% Warangal100.0%98.55%100.00%96.70%98.68%98.52%98.69%99.54%100.00%95.83% Karimnagar100.0%99.51%100.00%99.42%100.00%98.73%100.00%100.00%99.43%100.00% Mahabubnagar100%100.0%98.73%98.30%100.00%100.0%98.09%99.31%98.29%100.00% Sangareddy100.0%100.0%100.00%99.39%98.81%100.0%100.00%100.00%100.00%100.00% Nalagonda100.0%100.0%99.61%94.66%99.41%NP100.00%100.00%98.81%99.12% Khammam100.0%99.63%99.54%98.29%98.93%NP100.0%97.47%98.75%100.00% Nizamabad100.0%99.39%100.00%98.35%99.99%100.00%99.79%99.68%100.00%100.00% Adilabad100.0%98.76%99.15%95.81%100.00%NP100.00%100.00%99.62%100.00% 1.7 Hand Over Success Rate (HOSR) Hyderabad99.26%97.27%98.35%94.62%96.55%98.16%99.54%92.15%100.00%100.00% Warangal100.0%97.99%99.42%99.50%97.98%98.10%100.00%100.00%100.00%100.00% Karimnagar99.27%99.47%98.51%99.22%97.58%98.98%100.00%99.55%100.00%100.00% Mahabubnagar100.0%100.0%99.04%98.93%98.73%99.15%100.00%100.00%100.00%100.00% Sangareddy100.0%98.72%99.15%98.76%99.25%100.00%100.00%100.00%100.00%100.00% Nalagonda100.0%98.95%100.00%100.0%98.32%NP100.00%100.00%100.00%100.00% Khammam99.76%99.09%100.00%99.00%99.35%NP100.00%96.20%100.00%100.00% Nizamabad99.77%100.0%100.00%98.21%98.32%99.83%100.00%98.04%100.00%100.00% Adilabad100.0%97.82%100.00%98.16%99.37%NP100.00%100.00%100.00%100.00% Finding & Critical Analysis: TATAGSM&UninorisnotmeetingthebenchmarkofBlockedCallRatein Hyderabad. BSNL is not meeting the benchmark of Blocked Call Rate in Warangal & Adilabad. Accordingto thetable andthefig. 4.4.3it shows the Uninor, BSNL &TATA GSMis not meeting the benchmark of Dropped Call Rate in Hyderabad,BSNL and Aircel are not meeting the benchmark of Dropped Call Rate in Warangal34 BSNLandTATAGSMarenotmeetingthebenchmarkofDroppedcallratein Khammam. BSNL is not meeting the benchmark in Nalagonda & Khammam, Uninor is not meeting thebenchmarkinHyderabadandKarimnagarandTATAGSMisnotmeetingthe benchmark of Voice Quality (0-5 (with frequency hopping) in Hyderabad. BSNLisnotmeetingthebenchmarkinNalagondaandUninorisnotmeetingthe benchmark of Call Setup Success Rate in Hyderabad. AIRCELisnotparticipatedinDriveTeat@Nalagonda,Khammam&Adilabad Towns. 35 3.4CUSTOMER SERVICE QUALITY PARAMETERS 3.4.11st Quarter data Assessment: I.Andhra Pradesh PMR BenchmarkAudit AircelAirtelBSNL Idea Rcom GSMTata GSMUninorVodafone Rcom CDMA Tata CDMA S.NName of ParameterGSM OperatorsCDMA Operators (B)Customer Servi ce Quality Parameters1 Met ering/billing credibility Post paid= -95dBm) HyderabadWarangalKarimnagarMahabubnagarSangareddyNalagondaKhammamNizamabadAdilabad67 Fig. 4.4.6 According to the table and the fig. 4.4.6, it shows that BSNL is not meeting the benchmark in Nalagonda and the Uninor is not meeting the benchmark of Call Setup Success Rate in Hyderabad. 4.4.7Handover Success Rate (HOSR)Note: NP= 101.00% City NameAirtel IdeaVodafoneBSNLUninorAircel RCOMTATA RCOM CDMA TATA CDMA Hyderabad99.26%97.27%98.35%94.62%96.55%98.16%99.54%92.15%100.00%100.00% Warangal100.00%97.99%99.42%99.50%97.98%98.10%100.00%100.00%100.00%100.00% Karimnagar99.27%99.47%98.51%99.22%97.58%98.98%100.00%99.55%100.00%100.00% Mahabubnagar100.00%100.00%99.04%98.93%98.73%99.15%100.00%100.00%100.00%100.00% Sangareddy100.00%98.72%99.15%98.76%99.25%100.00%100.00%100.00%100.00%100.00% Nalagonda100.00%98.95%100.00%100.00%98.32%101.00%100.00%100.00%100.00%100.00% Khammam99.76%99.09%100.00%99.00%99.35%101.00%100.00%96.20%100.00%100.00% Nizamabad99.77%100.00%100.00%98.21%98.32%99.83%100.00%98.04%100.00%100.00% Adilabad100.00%97.82%100.00%98.16%99.37%101.00%100.00%100.00%100.00%100.00% Fig.4.4.7 According to the table and fig. 4.4.7, it shows that the TATA and BSNL operators are not meeting the benchmark of handover success rate in Hyderabad.90.00%92.00%94.00%96.00%98.00%100.00%102.00%Airtel Idea Vodafone BSNL Uninor Aircel RCOM TATA RCOM CDMATATA CDMACall Setup Success Rate (>=95%) HyderabadWarangalKarimnagarMahabubnagarSangareddyNalagondaKhammamNizamabad86.00%88.00%90.00%92.00%94.00%96.00%98.00%100.00%102.00%Airtel Idea Vodafone BSNL Uninor Aircel RCOM TATA RCOM CDMATATA CDMAHandover Success Rate (HOSR)HyderabadWarangalKarimnagarMahabubnagarSangareddyNalagondaKhammam68 4.5LIVE TEST SUMMARY and Graphical Representation FOR Q1_AP CIRCLE Three Days Live TestPerformance Audit Summary Report Telecom Circle : AP Circle Zone : South Period : 1st July To 30th Sep2013

Network Service Quality parameters Parameter name Benchmark Date UNINIOR VodafoneAirtel 2G Airtel3G Idea -2G Idea -3G Aircel2G Aircel3G BSNL 2G BSNL3G RCOMGSM RCOM CDMA Tata GSM Tata CDMA Network Availability Connecti on establishment ( Accessibility)1 Call Setup Success Rate 95% Day 1 98.9198.8399.3299.2199.9999.6898.8699.1598.18NP99.7099.1798.9299.45 Day 298.8598.8299.3399.2499.9999.5798.7999.1098.05NP99.7099.1798.8199.51 Day 398.8998.8499.3499.1299.9999.6298.9799.3098.16NP99.7099.1798.8199.43 2 SDCCH/ Paging Channel Congestion 1% Day 1 0.180.080.070.070.190.080.070.510.33NP0.01NA0.05NA Day 20.200.050.060.030.230.050.260.520.44NP0.01NA0.04NA Day 30.130.030.060.080.380.130.060.380.42NP0.01NA0.03NA 3 TCH congestion 2% Day 1 0.150.160.060.000.390.360.270.342.01NP0.050.010.240.55 Day 20.170.180.050.000.390.590.150.381.88NP0.050.010.200.49 Day 30.160.210.050.000.310.390.160.321.75NP0.050.010.190.57 Connection Maintainability (Retain ability)4Call Drop Rate 2% Day 1 1.410.580.390.640.810.411.020.661.00NP0.380.020.630.28 Day 21.430.620.380.620.800.411.020.620.99NP0.380.020.610.24 Day 31.420.590.380.610.790.431.010.590.97NP0.380.020.650.25 5 Worst affected cells having more than 3% TCH drop (call drop) rate 3%Day 1 1.592.42NP2.992.321.322.872.3410.71NP00.045.120.52 Day 21.502.42NP-2.321.25--10.55NP00.04-- Day 31.602.42NP-2.320.92--10.90NP00.04-- 6 % of Connections with good voice quality 95% Day 1 97.7898.8098.8299.1396.2798.6397.4499.76NPNP98.8399.69 98.06 - Day 297.7498.7798.8299.1396.3398.5697.5299.75NPNP98.8399.69 98.19 - Day 397.7598.7998.8299.1396.4298.7097.5099.75NPNP98.8399.69 98.09 - 7 Point of Interconnections ( POI) congestion ( on individual POI) 0.5% Day 1 0.010.000.00-0.000.000.000.000.00NPNPNA0.000.00 Day 20.010.000.00-0.000.000.000.000.00NPNPNA0.000.00 Day 30.010.000.00-0.000.000.000.000.00NPNPNA0.000.00 69 4.5.1Connection establishment (Accessibility) 4.5.1.1 Call Setup Success Rate 95% Fig. 4.5.1.1 All operators are meeting the TRAI benchmarks (>= 95 %) for 3 days live data taken in the month of audit. 4.5.1.2SDCCH/ Paging Channel Congestion 1% Fig. 4.5.1.2 All operators aremeeting theTRAI benchmarks(