TRAI’s quality of service norms: Telecom companies are resisting a mandate by the Telecom Regulatory Authority of India that tightens quality of service norms for operators. In their latest move, telecom operators have approached the department of telecommunications, arguing that the telecom regulator did not sufficiently address their concerns about the financial and operational burden posed by the revised measures.
In August 2024, TRAI introduced stricter norms for 4G and 5G networks to address issues such as call drops and network downtime. These regulations included increased financial penalties for non-compliance and mandated compensation for consumers, such as rent rebates and validity extensions, if service outages last over 24 hours.
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The new regulations supersede three earlier frameworks:
- Standards of QoS of Basic Telephone Service (2009)
- QoS of Broadband Service Regulations (2006)
- Standards of QoS for Wireless Data Services (2012)
To ensure accountability, TRAI raised penalties for non-compliance from ₹50,000 to ₹1 lakh, introducing a graded system ranging from ₹1 lakh to ₹10 lakh based on the severity of violations. These rules took effect on October 1, 2024.
Dispute over TRAI’s quality of service norms
Under the updated norms, telecom operators are required to collect and submit detailed cell-level performance data on parameters such as network availability, call drop rates, voice packet loss, connection establishment ease, and interconnection congestion. TRAI has set specific benchmarks for each parameter within telecom circles and expects compliance within a month.
Telecom operators, however, contend that this granular data collection is costly and impractical. They argue that such stringent measures are unparalleled globally and have sought leniency in reporting requirements.
Telecom circles to cell-level data
Previously, telcos submitted QoS data based on Licence Service Areas (LSAs), which divide India into 22 telecom circles. However, TRAI’s proposal to collect data at district and state levels faced pushback due to implementation challenges. For instance, Uttar Pradesh is split into two circles, while Maharashtra and Goa share a single circle, complicating reporting logistics.
Industry players highlight that India’s dense population necessitates extensive telecom infrastructure, making frequent data collection from numerous towers cumbersome. Telcos have already invested ₹10,000 crore in infrastructure to address the increasing traffic on networks.
Challenges to infrastructure expansion
The telecom industry is grappling with persistent issues such as Right of Way delays, spectrum interference, and infrastructure constraints, all of which hinder timely network rollouts. While the Telecommunications Act 2023 introduced uniform RoW laws, operators stress that timely implementation is critical, particularly for 5G expansion.
Another persistent challenge is the Adjusted Gross Revenue (AGR) dues, a contentious issue that determines the government’s revenue share from telcos’ earnings. With the new QoS norms adding further financial pressure, operators argue that their resources are already overstretched.
Why strict norms matter for consumers
From the consumer standpoint, stringent QoS norms are vital for ensuring high-quality telecom services. These measures incentivise operators to improve their infrastructure and prioritise customer satisfaction. This is particularly critical in rural areas, where connectivity remains subpar.
Many consumers have long complained about poor quality of service. Under previous norms, performance averaged across telecom circles often masked poor service in some regions, especially in northeastern states. The updated norms aim to address these inconsistencies, ensuring that underperforming areas are not overshadowed by better-performing ones.
TRAI has emphasised that most telecom operators already meet QoS benchmarks for key parameters. However, the inconsistency in service quality across states highlights the need for stricter oversight. For meaningful progress, the telecom regulator must engage with telecom operators and address their concerns without compromising on consumer interests.
The pushback from telcos highlights the need for a collaborative approach to ensure that the new norms enhance service quality without imposing unmanageable burdens on operators. This balance will be crucial for transforming India’s telecom landscape and meeting the growing demands of a digitally connected nation.