REPORT ON AUDIT & ASSESSMENT OF QUALITY OF SERVICE OF BASIC WIRELINE SERVICES, CELLULAR MOBILE TELEPHONE SERVICES AND BROADBAND SERVICES FOR

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1 REPORT ON AUDIT & ASSESSMENT OF QUALITY OF SERVICE OF BASIC WIRELINE SERVICES, CELLULAR MOBILE TELEPHONE SERVICES AND BROADBAND SERVICES FOR ANDHRA PRADESH CIRCLE (SOUTH ZONE) Report Period: July 2011 Sept 2011 Telecommunications Consultants India Ltd. TCIL Bhawan, Greater Kailash Part I New Delhi Phone: Fax: Internet:

2 Table of Contents CHAPTER-1: Introduction I. Background II. Objectives and Methodology CHAPTER-2: Executive Summary I. Preface II. Findings from Quality of Service Audit (Operator wise for each parameter) (A) Cellular Mobile Telephone Service Providers - 3 days Live Data Audit - One Month Data Audit - Operator Assisted Drive Test - Independent Drive Test (B) Basic Telephone Service (Wireline) Providers - 3 days Live Data Audit - One Month Data Audit (C) Broadband Service Providers - 3 days Live Data Audit - One Month Data Audit CHAPTER-3: Audit-PMR data verification results I. Cellular Mobile Telephone Service II. Basic Service (Wire Line) Service III. Broadband Service CHAPTER-4: Detailed Findings & Analysis I. Cellular Mobile Telephone Service (A) MSC audit 1) 3 days live measurement data assessment & summarized findings 2) One month audit data report & summarized findings 3) Sample coverage 4) Performance (Graphical Representation) 5) Critical Analysis (B) Redressal 1) Sample coverage 2) Performance based on live measurement for three days 3) Live Calling to Call center 4) Level 1 live calling 5) Critical Analysis 2

3 (C) Inter operator call assessment 1) Sample coverage 2) Performance based on live measurement 3) Critical Analysis (D) Drive test of the mobile network of service providers 1) Sample Coverage 2) Performance (for the respective cities) 3) Critical Analysis (E) Independent Drive Test 1) Sample Coverage 2) Performance (for the respective cities) 3) Critical Analysis (F) Compliance report (Status of service providers with respect to the QoS) II. Basic Telephone Service (Wireline) Providers (A) Exchange Audit 1) 3 days live data & One month audit comparative table 2) Performance (Graphical representation) 3) Customer Care & Grievances Redressal 4) Level 1 live calling 5) Critical Analysis (B) Compliance report (Status of service providers with respect to the QoS) III. Broadband Service Providers (A) POP Audit 1) 3 days live data & One month audit comparative table 2) Performance (Graphical representation) 3) Customer Care & Grievances Redressal 4) Critical Analysis (B) Compliance report (Status of service providers with respect to the QoS) 3

4 CHAPTER-1: INTRODUCTION I. Background TRAI s mission is to create and nurture conditions for growth of telecommunications in the country in a manner and at a pace, which will enable India to play a leading role in emerging global information society. One of the main objectives of Telecom Regulatory Authority of India (TRAI) is to provide a fair and transparent policy environment, which promotes a level playing field and facilitates fair competition. In pursuance of above objective TRAI has issued from time to time a large number of regulations, orders and directives to deal with issues coming before it and provided the required direction to the evolution of Indian telecom market from a Government owned monopoly to a multi-operator multi service open competitive market. The directions, orders and regulations issued cover a wide range of subjects including tariff, interconnection and quality of service as well as governance of the Authority. The purpose of laying down Quality of Service Parameters is to: i) Create conditions for consumer satisfaction by making known the quality of service, which the service provider is required to provide, and the user has a right to expect. ii) iii) Measure the Quality of Service provided by the Service Providers from time to time and to compare them with the norms so as to assess the level of performance. Generally protect the interests of consumers of telecommunication services. TRAI has been carrying out regular reviews of the status of quality of service of the networks of all operators. In continuation to these efforts, TRAI has selected through bidding process TCIL as the Audit Agency to audit and assess the Quality of Service rendered by the service providers namely Basic (Wireline) Services, Cellular Mobile Telephone (Wireless) Services and Broadband Services. The Audit for various telecom circles within the Zones has been distributed across four quarterly periods. The parameters that need to be measured for Basic and Cellular Mobile Services have been specified in the TRAI notification on Quality of Service of Basic (Wireline) and Cellular Mobile (wireless) Services, The parameters for Broadband Services have been specified in the TRAI notification for Quality of Services of Broadband Service Regulation,

5 II. Objectives and Methodology The primary objective is to audit and assess the Quality of Service being rendered by Basic, Cellular Mobile & Broadband services against the parameters notified by TRAI. The audit and assessment of Quality of Service is conducted for all the basic service providers, unified access service providers, cellular mobile service providers and ISPs (Internet Service Provider) for basic wireline, Cellular Mobile Telephone Services and broadband service. TCIL has undertaken the following audit works as per the Terms of Reference (TOR): i) Verification of the data submitted by the service providers to TRAI as part of QoS monitoring reports i.e. Quarterly Performance Monitoring Reports (PMRs) and monthly Point of Interconnection (POI) Congestion Reports with reference to the records maintained by the service provider. ii) Verification of the performance of service providers against the Quality of Service benchmarks laid down by TRAI using live measurement for 3 days during the month in which the audit and assessment is carried out. iii) Verification of the performance of service providers against the Quality of Service benchmarks laid down by TRAI using the data for the entire month during which the live measurement is carried out. iv) Drive tests of the mobile networks both operators assisted and independent drive test (as and where required). v) Billing and call center s data verification. vi) Live testing of the efficiency of the call center / customer care help line. vii) Level 1 (Emergency nos.) calling To fulfill the above mentioned Scope of Work audit was performed on different Systems, Facilities and Field data collection. Systems audited:- 1. Network Switching Centre (NSS) 2. Base Station Subsystem(BSS) 3. Billing Applications 4. Customer Care applications Facilities audited:- 1. Billing documents. 2. Customer Care records. Field data collections carried out:- 1. RF network coverage including KPIs (Key Performance Index) 2. Inter Operator Call Assessment 3. Checking of Customer Billing/Refund Complaints (Random sample) 4. Customer Care efficiency 5. The live calling was made to assess the quality of services for Inter Operator Call Assessment, Customer Billing/Refund Complaints and Customer Care efficiency. 5

6 In order to carry out the above scope of work:- TCIL auditors visited all the NSS (Network Sub System) and BSS (Base-station Sub System) to check data for all the operators in their respective service area. All the NSS and BSS data for the relevant details were collected either directly from the centralized NOC or through a remote access to the NOC. The Radio parameters were audited/verified from the data collected from OMC-R (Operation and Maintenance Center Radio, as part of BSS data). The Drive test was conducted in high, low and medium dense areas including highways, commercial complex and residential areas and special attention was paid for the areas for which TRAI has received complaints. The POI and other network related parameters were audited/verified from the data collected from the OMC-S (Operation and Maintenance Center Switch as part of NSS data). The data related to Billing and Customer care was checked for the previous month and verified with the customers by calling them on random basis. The process of registration and handling of the complaints was also studied for the various operators. Call centre number were called for measuring the efficiency of the call centre. The inter operator call assessment test was carried out during the time period as is specified in the tender document. TCBH (Time Consistent Busy Hour) is taken after observation of the traffic consistently for 3 days prior to the audit activity. Data has been collected for busy hour of network in case of live assessment & month of audit for all service providers & verified that service providers are providing busy hour data only for QoS service. We found that TCBH hour is matching with network busy hour as provided by service providers for Andhra Pradesh circle. But for parameters such as Worst affected cell exceeding 3% TCH drop and BTSs accumulated down time CBBH (Cell Bouncing Busy Hour) was taken instead of TCBH (Time Consistent Busy Hours) as per the TRAI new regulation For Basic Wireline Service, the Network parameter of the QoS TRAI regulations is observed / verified for the 3 days for nearly 5% of the telephone exchanges covering 10% of the SDCA in a Service area. For Broadband Services, audit data were collected from the centralized NOC or through a remote access to the NOC. Network parameters were also checked from the centralized NOC with relevant details. MRTG, Cactii and Sandvine software were used for monitoring link utilization. Smoke Ping and Ping Test were used for monitoring Network Latency. 6

7 CHAPTER-2: EXECUTIVE SUMMARY I. Preface This report highlights the findings for the audit & assessment of Quality of Service of Cellular Mobile Services, Wireline Services & Broadband Services in Andhra Pradesh Circle in 3rd quarter (July Sept 2011). The primary data collection and verification of records (PMR data verification quarterly) maintained by various operators was undertaken during the period Jan Mar Following are the various operators covered in Andhra Pradesh circle (South Zone) for Cellular Mobile (Wireless) services QoS audit & assessment. The Month of audit & TCBH information is also given below: Sl. Name of Service Provider Month of Audit TCBH Hour GSM Operators 1 Aircel Ltd July Hrs 2 Airtel Ltd July Hrs 3 BSNL July Hrs 4 Etisalat July Hrs 5 Idea July Hrs 6 Reliance Communication (GSM) July Hrs 7 Tata Communications (GSM) July Hrs 8 Uninor July Hrs 9 Videocon July Hrs 10 Vodafone July Hrs CDMA Operators 11 MTS (CDMA) July Hrs 12 Reliance Communication (CDMA) July Hrs 13 Tata Communications (CDMA) July Hrs

8 II. Findings from Quality of Service Audit (Operator wise for each parameter) (A) Cellular Mobile Telephone Services 3 days Live Data Audit S/N 3 days Live Data Audit Name of Parameter Benchmark Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA MTS 1 Network Availability a) BTS Accumulated Downtime <=2% 0.01% 0.10% 1.11% 0.00% 0.02% 0.03% 0.02% 0.01% 0.00% 0.01% 0.05% 0.01% 0.19% b) Worst affected BTSs due to downtime <=2% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 2 Connection Establishment (Accessibility) a) CSSR (Call Setup Success Rate) >=95% 99.36% 99.68% 95.81% 99.51% 99.97% 99.73% 98.60% 99.02% 99.63% 99.99% 99.15% 99.13% 98.23% b) SDCCH/PAGING congestion <=1% 0.03% 0.17% 0.21% 0.05% 0.32% 0.06% 0.05% 0.09% 0.00% 0.13% 0.00% 0.00% 0.00% c) TCH congestion <=2% 0.03% 0.10% 1.20% 0.00% 0.39% 0.04% 0.12% 0.14% 0.00% 0.54% 0.09% 0.00% 0.00% 3 Connection maintenance (retainability) a) CDR <=2% 0.40% 0.48% 1.30% 0.33% 0.80% 0.34% 0.74% 0.63% 0.15% 0.56% 0.07% 0.42% 0.86% b) Worst affected cells>3% TCH drop <=3% 2.77% 1.17% 3.35% 1.92% 2.93% 0.94% 5.91% 2.88% 0.00% 2.96% 0.33% 0.00% 0.90% c) Good voice quality >=95% 98.61% 99.13% NP 98.69% 97.45% 99.50% 97.60% 98.96% 100% 98.81% NP NP NP 4 No. of POI having >=0.5% congestion <0.5% Response time to customers for assistance a) Accessibility of call centre/customer Care b) % call answered by operators(voice to voice) within 60 sec. >=95% 100% 97% 100% 100% 98% 99.4% 100.% 95.40% 100% 100.% 99.12% 96% 98% >=90% 96.5% 93% 67.34% 100% 93% 41.37% 96.00% 41.35% 99% 90.00% 32.07% 95% 92% NA: Not Applicable, NP: Not Provided Observations: From the 3 days live data assessment, it is found that the operators are meeting most of the network parameters, except the following: a) For the parameter "Worst affected cells>3% TCH drop" BSNL and TATA GSM are found not meeting the benchmark b) For the parameter "% of call answered by operator (Voice to voice) BSNL, Rcom GSM, Uninor and Rcom CDMA are found not meeting the benchmark. c) In case of POI parameter TATA GSM, Uninor and MTS are found to have individual POIs with congestions as shown in the table. d) Good voice quality data was not system generated for BSNL & CDMA operators.

9 Month data Assessment: One Month Data Audit Rcom Tata Videoc Rcom Tata Benchmark Aircel Airtel BSNL Etisalat Idea Uninor Vodafone MTS GSM GSM on CDMA CDMA S/N Name of Parameter GSM Operators CDMA (A) Network Service Quality Parameter 1 Network Availability a) BTS Accumulated Downtime <=2% 0.02% 0.12% 1.06% 0.20% 0.02% 0.10% 0.03% 0.05% 0.05% 0.02% 0.05% 0.02% 0.12% b) Worst affected BTSs due to downtime <=2% 0.00% 0.03% 0.00% 0.00% 0.00% 0.08% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 2 Connection Establishment (Accessibility) a) CSSR (Call Setup Success Rate) >=95% 99.37% 99.68% 95.30% 99.48% 99.88% 99.65% 98.61% 99.14% 98.93% 99.99% 99.15% 99.15% 98.20% b) SDCCH/PAGING congestion <=1% 0.06% 0.16% 0.19% 0.01% 0.42% 0.10% 0.07% 0.12% 0.00% 0.12% 0.00% 0.00% 0.00% c) TCH congestion <=2% 0.02% 0.10% 1.37% 0.00% 0.54% 0.05% 0.14% 0.11% 0.50% 0.65% 0.12% 0.00% 0.00% 3 Connection maintenance (retainability) a) CDR <=2% 0.36% 0.49% 1.45% 0.36% 0.81% 0.34% 0.80% 0.59% 1.67% 0.57% 0.08% 0.44% 0.82% b) Worst affected cells>3% TCH drop <=3% 0.40% 1.17% 3.47% 4.38% 2.97% 0.96% 3.98% 2.67% 0.00% 2.93% 0.36% 0.18% 1.10% c) Good voice quality >=95% 98.66% 99.13% NP 98.68% 97.47% 99.48% 97.40% 99.01% 99.46% 98.80% NA NA NA 4 POI congestion <=0.5% (B) Customer Service Quality Parameters 5 Metering/billing credibility- Post paid <= 0.1% 0.04% 0.02% 0.00% NA 0.08% 0.1% 0.53% NA NA 0.03% 0.04% 0.01% NA 6 Metering /billing credibility- Pre paid <= 0.1% 0.01% 0.00% 0.00% 0.00% 0.00% 0.00% 0.01% 0.03% 0.00% 0.01% 0.02% 0.01% 0.01% 7 100% Resolution of billing/ within 4 charging complaints weeks 100% 100% 100% 100% 86% 100% 99% 100% 100% 100% 100% 100% 100% a) Period of applying credit/waiver/adjustment to the customer s account from the date of resolutions of complaints 8 Response time to customers for assistance a) Accessibility of call centre/customer Care b) % call answered by operators(voice to voice) within 60 sec. <=1 week 100% 100% NP 100% 100% 100% 98.7% 100% 100% 100% 100% 100% 100% >=95% 100% 95% 97% 98.94% 98.29% 99.15% 100% 97.40% 97.8% 100% 99.09% 96.00% 95.49% >=90% 95.67% 90.30% 66.39% 100% 70.93% 48.97% 87.80% 43.74% 96.5% 85.67% 53.8% 94.30% 96.60% 9

10 One Month Data Audit Rcom Tata Videoc Rcom Tata Benchmark Aircel Airtel BSNL Etisalat Idea Uninor Vodafone MTS GSM GSM on CDMA CDMA S/N Name of Parameter GSM Operators CDMA 9 Termination/closure of 100% in service 7 days 100% 100% 100% NA 100% 100% 48.5% NA NA 100% 100% 100% NA % Time taken for refunds of within 60 deposits after closures. days 100% 100% 100% NA 100% 100% 90.84% NA NA 100% 100% 100% NA NA: Not Applicable, NR: Not Received Observations: From the month data assessment, it is found that the operators are meeting most of the parameters with some exceptional cases as given below: For the parameter "Worst affected cells having >3% TCH drop" it is found that BSNL, Etisalat & Tata GSM are not meeting the benchmark with a values of 3.47%, 4.38% and 3.98% respectively. POIs with congestion were found in case of operators like Tata GSM, Uninor and MTS for month data audit. Among the 3 operators, MTS was found to have highest nos. (13) of POI under congestion >=0.5%. For rest of the operators there was no congestion found overall on the POIs. Here Reliance has reported that their POI is common to both CDMA and GSM. Performance related to customer care data is not found to be satisfactory for the parameter calls answered by operators (voice-to-voice) for BSNL, Idea, Tata GSM, Uninor, Vodafone, Rcom GSM & Rcom CDMA are below benchmark. The Metering/billing credibility -postpaid benchmark is not meeting by Tata GSM with a value of 0.53%. The benchmark "Resolution of billing/ charging complaints" is not meeting by Idea with a value of 86% and Tata GSM with a value of 99%. In case of parameters "period of applying credit/waiver/ adjustment to customers", "time taken for refunds of deposits after closures" and termination/closure of service, Tata GSM is having below benchmark performance. 10

11 Operator-Assisted Drive Test SN Parameter City Name Aircel Airtel BSNL Idea Rcom GSM Tata GSM Uninor Vodafone Rcom CDMA Tata CDMA MTS GSM Operators CDMA Operators Blocked Call Rate (<=3%) Dropped Call Rate (<=2%) Percentage of connections with good voice quality (=>95%) (i) 0-4 (w/o frequency hopping) (ii) 0-5 ( with frequency hopping) Call Setup Success Rate (>=95%) Hyderabad 1.74% 0.00% 2.04% 0% 2% 2.33% 0.00% 0.00% 0.66% 0.00% 0.00% Guntur 0.00% 0.00% 3.45% 1% 1% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Warangal 0.00% 0.88% 2.10% 0% 2% 1.40% 0.00% 0.77% 0.00% 0.00% 1.83% Hyderabad 0.00% 0.00% 4.08% 0.69% 0.69% 0.00% 0.00% 0.00% 0.00% 0.78% 0.82% Guntur 0.87% 0.00% 1.72% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Warangal 0.00% 0.00% 0.70% 0.00% 0.57% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Hyderabad 99.02% 98.88% 98.53% Guntur 98.55% 99.61% 99.64% Warangal 98.13% 99.27% 99.73% Hyderabad 93.05% 97.35% 90.01% 96.30% 95.50% 90.34% 95.02% 96.00% Guntur 95.45% 96.20% 94.55% 96.10% 96.91% 96.18% 95.22% 98.24% Warangal 95.15% 97.10% 93.03% 95.20% 96.20% 94.95% 95.47% 96.40% Hyderabad 98.26% 100% 97.96% 100% 97.93% 97.67% 100% 100% 99.34% 100% 100% Guntur 100% 100% 96.55% 99% 99.15% 100% 100% 100% 100% 100% 100% Warangal 100% 99.12% 97.9% 100% 98.3% 98.6% 100% 99.23% 100% 100% 98.17% Observations: BSNL is not meeting the benchmark of "Blocked call rate" in Guntur city & "Drop call rate" in Hyderabad city. Percentage of connection with good voice quality" benchmark is not met by AIRCEL (Hyderabad), BSNL (Hyderabad, Guntur and Warangal), TATA GSM (Hyderabad & Warangal). Etisalat & Videocon have no BTS in the cities where drive test was conducted. Independent Drive Test: --- Submitted as separate report

12 (B) Basic Telephone Service (Wireline) Providers 3 Days Live Data Audit S/N Name of Parameter Bench mark AIRTEL BSNL RCOM TTSL 1 Network Parameters a Call Completion Rate >= 55% (CCR) & >=75% (ASR) 91.48% 45.77% 88.06% 97.88% b POI Congestion <= 0.5% a Response Time to the customer for assistance Accessibility of Call Centre/Customer Care within 40 seconds >= 95% % 99.00% 97.60% 99.00% b % age of calls answered by operator(voice to voice): within 60 seconds >= 90% 90.00% 99.00% 91.00% 91.00% From the 3 days live data audit, it was observed that all the four basic telephone service providers meet the benchmarks for most of the parameters. While there is no congestion found on any network, the call completion rate is found satisfactory except for BSNL.

13 One Month Data Audit S/N Name of Parameter Bench mark AIRTEL BSNL RCOM TTSL 1 (No. of faults/100 subscribers /month) < 5% 2.90% 3.58% 0.44% 0.73% 2 Fault repair by next working day(urban Area) a By next working day >90% 97.00% 75.91% % 96.37% b Within 3 days 100% 99.20% 88.85% % 99.73% 3 Fault repair by next working day(rural & hilly Area) a By next working day >90% NA 94.67% NA NA b Within 5 days 100% NA 97.33% NA NA 4 Rent rebate a Fault pending > 3 days & <7 days Rebate for 7 days b Fault Pending > 7 days & < 15 days Rebate for 15 days c Fault pending > 15 days Rebate for one month Mean time to Repair(MTTR) <= 8 Hrs Call Completion Ratio(CCR) & Answer to seizure Ratio(ASR) > 55%(CCR) & > 75%(ASR) 90.81% 55.14% 88.86% 98.81% 7 Metering and billing credibility(post paid) a Disputed Bills over bills issued < 0.1% 0.50% 0.03% 0.01% 0.04% 8 % of billing complaints resolved within 4 weeks Within 4 weeks 100% % 100% 100% a Period of refunds after resolution of complaints within 1 weeks Within 1 weeks 100% 100% 100% 100% 9 POI Congestion <= 0.5% Response Time to customer for assistance a Accessibility of Call centre within 40 sec. >= 95% 99% 98.48% 96.00% 97.76% b % age of calls answered by operator(voice to voice) within 60 sec. >= 90% 90.00% 98.48% 90.00% 92.64% 11 Customer care(promptness in attending to customers request a Termination / Closures <= 7 Days NP 88% 100% 100% Time taken refunds deposit after closures 100% within 60 b NP NP 100% 100% days From the Month data table, it can be observed that BSNL is not meeting the benchmark for "fault repair", "MTTR" & "Termination/Closures parameters. Airtel is not meeting metering & billing credibility (Postpaid)" with a value of 0.5% 13

14 (C) Broadband Service Providers 3 days Live Data Audit: S/N Name of Parameter Bench mark Airtel BSNL Hathway Rcom Sify TCISL Tikona You telecom 1 Response time to the customer for assistance % age of calls answered by operator (Voice to Voice) Within 60 seconds >60% 80.00% 80.00% 69.00% 87.00% 99.00% 95.00% NP 90.00% Within 90 seconds >80% 84.00% 91.00% 77.00% 90.00% 98.00% 100% NP 88.00% 2 Bandwidth Utilization/ Throughput: <80% i) POP to ISP Gateway Node [Intranetwork] Link(s) 2.55% NP 7.00% 46.56% 45.00% 46.67% 24.05% NA ii) ISP Gateway Node to IGSP / NIXI Node upstream Link(s) for International connectivity 24.74% NP 93.00% NP 86.00% 76.67% 84.97% 76.10% Broadband Connection Speed (download) >80% 100% NP 85.00% 100% 93.02% 89.06% NP 90.25% 3 Packet Loss <1% 0.00% NP 0.00% 0.03% 0.00% 0.00% 0.00% 0.00% 4 Service Availability (%) >98% 100% 99.70% 100% 100% 100% 99% 99.31% 100% 5 Network Latency (for wired broadband access) Network Latency at POP / ISP Gateway Node to International Gateway (IGSP/NIXI) Network Latency at ISP Gateway Node to International nearest NAP port abroad User reference point at ISP Gateway Node to International nearest NAP port abroad (Satellite) <120ms <350ms <800ms 72.3 NP 17 NP NP NP Response time to customers (within 90 seconds) is low in case of Hathway. Similarly BW utilization is below the benchmark in case of Hathway, Sify & Tikona. NA

15 One Month Data Audit (Broadband): S/N Name of Parameter Benchmark Airtel BSNL 1 Service Provisioning /Activation Time Hathwa y Rcom Sify TCISL Tikona You telecom 100% cases in 15 days (subject to technical feasibility) <15 days 100% 99.7% 100% 100% 100% 99% 100% 100% Fault Repair / Restoration Time By next working day: >90% 95.05% 98.00% 91.10% 100% 59.30% NP 92.56% 87.82% within 3 working days: >99% 100% 100% 97.68% 100% 98.50% NP 98.85% 96.49% Rebate: Faults Pending for > 3 working days and < 7 working days: Faults Pending for > 7 working days and < 15 working days: Faults Pending for > 15 working days: Billing Performance Billing complaints per 100 bills issued <2% NP 0.00% 1.98% 0.06% NA NP NP 1.37% %age of Billing Complaints resolved 100% NP 100% 100% 100% NA NP NP 100% Time taken for refund of deposits after closure: 100% NP 100% 100% 100% NA NP NP 100% Response time to the customer for assistance % age of calls answered by operator (Voice to Voice) Within 60 seconds >60% 88.00% 80.00% 88.00% 93.00% 98.97% 97.00% NP 82.00% Within 90 seconds >80% 92.00% 91.00% 93.00% 95.00% 90.28% 98.00% NP 86.00% Bandwidth Utilization/ Throughput <80% i) POP to ISP Gateway Node [Intra-network] Link(s) NP NP 7.00% 17.97% 48.00% 44.00% 35.21% NA ii) ISP Gateway Node to IGSP / NIXI Node NP NP 78.00% NP 87.00% 75.00% 87.43% 78.40% 6 upstream Link(s) for International connectivity 7 Broadband Connection Speed >80% NP NP NP NP NP 94.50% 100% 92.80% 8 Service Availability / Uptime (for all users) 100% within Service Availability / Uptime 60 days 99.99% 100% 100% 99.99% 100% NP 99.20% 98.27% 15

16 S/N Name of Parameter Benchmark Airtel BSNL Hathwa y Rcom Sify TCISL Tikona You telecom 9 Packet Loss <1% 0% NP 0% 0.15% 0% 0% 0% 0% 10 Network Latency (for wired broadband access) User reference point at POP / ISP Gateway Node to International Gateway (IGSP/NIXI) <120ms 74 NP User reference point at ISP Gateway Node to International nearest NAP port abroad (Terrestrial) <350ms 309 NP User reference point at ISP Gateway Node to International nearest NAP port abroad (Satellite) <800ms NA Service provisioning benchmark is not met by BSNL & TCISL. Fault repair is below the benchmark for Sify & You Telecom. Similar performance is noticed for fault repair within 3 days for Tikona & Hathway. Sify & Tikona are also showing high BW utilization for ISP GW IGSP/NIXI node. 16

17 CHAPTER-3: PMR Verification I. Cellular Mobile Telephone Service (PMR Period: Jan Mar 2011) S/N PMR Name of Parameter Network Service Quality (A) Parameter 1 Network Availability Benchmark Audit Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA Operators MTS BTS Accumulated Downtime Worst affected BTSs due to downtime 2 Connection Establishment (Accessibility) CSSR (Call Setup Success Rate) SDCCH/PAGING congestion <=2% <=2% >=95% <=1% TCH congestion <=2% 3 Connection maintenance (retainability) 4 (B) CDR <=2% Worst affected cells>3% TCH drop <=5% Good voice quality >=95% No. of POI s having congestion >0.5% Customer Service Quality Parameters Reported Verified Reported Verified Reported Verified Reported Verified Reported Verified Reported Verified Reported Verified Reported Verified Reported Verified

18 S/N PMR Name of Parameter Metering/billing credibility-post paid Metering /billing credibility-pre paid Resolution of billing/ charging complaints Period of applying credit/waiver/adjustment to the customer s account from the date of resolutions of complaints 8 Response time to customers for assistance Accessibility of call centre/customer Care % call answered by operators(voice to voice) within 60 sec. 9 Termination/closure of service No. of requests for Termination / Closure of service complied within 7 days during the quarter 10 Time taken for refunds of deposits after closures. Benchmark <= 0.1% <= 0.1% 100% within 4 weeks <=1 week >=95% >=90% Audit Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA Operators Reported NA NR NA NA Verified NA NR NA NA Reported NR Verified NR Reported NR Verified NR Reported NA NR NA Verified NA NR NA Reported NR Verified NR Reported NR Verified NR <=7days Reported NA NR NA NA % within 60 days Verified NA NR NA NA Reported NA NR NA NA Verified NA NR NA NA MTS Most of the operator s data is almost matching with the PMR data. Idea is showing variation in network parameters like CSSR, SDCCH congestion, Worst affected cells >3% TCH drop and Connections with good quality. MTS is on ICR with TATA CDMA during Jan, Feb of

19 II. Basic Service (Wire Line) Service (PMR Period: Jan Mar 2011) S/N Parameters Bench-marks Audit AIRTEL BSNL RCOM TTSL 1 Fault incidences (No. of faults/100 subscribers /month) BM <5% < 5% 2 Faults Repair/Restoraion Time Reported 2.44% 3.26% 0.56% 1.70% Verified 2.44% NR 0.56% 1.70% Fault repair by next working day(urban Area) BM Reported 99.88% 93.73% 100% 96.75% >90% >90% Verified 99.88% NR 100% 96.75% Within 3 days.bm 100% 100% Reported 100% 96.79% 100% 100% Verified 100% NR 100% 100% Within 5 days (Hilly & Rural Area) BM 100% 100% Reported NA 92.82% NA 100% Verified NA NR NA 100% Mean time to Repair(MTTR).BM <=8 hrs 8 Hrs Reported Rent Rebate Rent Rebate 4 Call Completion Ratio(CCR) & Answer to seizure Ratio(ASR) CCR & ASR. BM >55% & >75% 5 Metering & Billing Performance Metering & Billing Credibility-Post paid.bm 0.1% Metering & Billing Credibility-Pre paid BM 0.1% > 55%(CCR) & > 75%(ASR) < 0.1% 100% Resolution of billing charging/validity/complaints within 4 weeks BM 100% 100% Period of all refunds/payments from the date of resolution of complaints within 1 weeks 6 POI Congestion 100% POI Congestion (%) 0.5% 7 Response Time to customer for assistance Verified 2.11 NR Reported Nil Nil Nil Nil Verified Nil NR Nil Nil Reported 90.80% 68.56% NA 98.75% Verified 90.80% NR NA 98.75% Reported 0.00% NR 0.01% 0.18% Verified 0.00% NR 0.01% 0.18% Reported NA NR NIL NA Verified NA NR NIL NA Reported 100% NR 100% 100% Verified 100% NR 100% 100% Reported 100% NR 100% 100% Verified 100% NR 100% 100% Reported 0 NIL 0 0 Verified 0 NR

20 S/N Parameters Bench-marks Audit AIRTEL BSNL RCOM TTSL Accessibility of Call centre/customer Care within 40 seconds.bm >95% % age of calls answered by operator(voice to voice) within 60 seconds. BM >90% 8 Customer care(promptness in attending to customers request 95% 90% Termination / Closures.BM <=7 days 100% Time taken for refunds of deposit after closures. BM 100% with in 60 days. NA Not Applicable NR Data Not Received 100% The figures provided by all the operators match the figures obtained on verification. Reported 99.33% 89.08% 97.99% 95.48% Verified 99.33% NR 97.99% 95.48% Reported 90.44% 85.53% 95.99% 90.46% Verified 90.44% NR 95.99% 90.46% Reported 100% 99% 100% 100% Verified 100% NR 100% 100% Reported % NR 100% 100% Verified % NR 100% 100% 20

21 S/N III. Broadband Service (PMR Period : Jan Mar 2011) Parameters Benchm arks Audit Period Airtel Beam tele BSNL Hathwa y Rcom Sify Spectra net 1 Service Provisioning/Activation Time %age of connections Reported 100% 98% 96% 100% 100% 100% 99% 100% 100% 100% 1.2 provided within 15 days of 100% registration of demand Verified 100% 98% 96% 100% 100% 100% 99% 100% 100% 100% 2 Faults Repair/Restoraion Time 2.1 % of faults repaired by Reported 100% 90% 94% 96% 100% 90.00% 99% 99% 87% 85% >90% next working day Verified 100% 90% 94% 96% 100% 90.00% 99% 99% 87% 85% % of faults repaired within Reported 100% 99% 100% 100% 100% 99.00% 100% 100% 92% 96% % 3 working day Verified 100% 99% 100% 100% 100% 99.00% 100% 100% 92% 96% 3 Rent Rebate 3.1 Rent Rebate(nos) Reported Verified Billing Performance 4.1 %age of bills disputed <2% TCISL Tikon a Reported 0.00% 1.53% 0.20% 1.85% 0.09% NA 0% 0% 5.51% 0.40% Verified 0.00% 1.53% 0.20% 1.85% 0.09% NA 0% 0% 5.51% 0.40% 4.2 %age of complaints Reported 100% 100% 99% 100% 100% NA NA 100% 99% 100% 100% resolved within 4 weeks Verified 100% 100% 99% 100% 100% NA NA 100% 99% 100% %age of cases to whom Reported 100% NA 100% 100% 100% 0% NA 100% 100% 100% 4.3 refund of deposits is made 100% within 60 days of closures Verified 100% NA 100% 100% 100% 0% NA 100% 100% 100% 5 Response Time to the Customer for assistance %age of calls answered by Reported 79.00% 63% 88% 90.00% 96% 85.00% 100% 94% 81% 60% 5.1 operator (Voice to voice) >60% within 60 sec Verified 79.00% 63% 88% 90.00% 96% 85.00% 100% 94% 81% 60% %age of calls answered by Reported 85.00% 82.00% 95% 93.00% 98% 92.00% 100% 95% 83% 67% 5.2 operator (Voice to voice) >80% within 90 sec Verified 85.00% 82.00% 95% 93.00% 98% 92.00% 100% 95% 83% 67% 6 Bandwidth utilisation/throughput No. of Intra network links Reported 0 0 NR NA 6.1 having Bandwidth utilization >90% during Verified 0 0 NR NA peak hours (TCBH) You telec om 21

22 S/N Parameters Benchm arks Audit Period Airtel Beam tele BSNL Hathwa y Rcom Sify Spectra net No. of Upstream links for Reported 0 0 NR 0.00% International connectivity having BW utilization Verified 0 0 NR 0.00% >90% Peak Hrs.(TCBH) 6.3 % International bandwidth Reported 30.10% 55.66% NR 88.00% 43.34% 87.00% 73% 39.51% 75% utilization during peak % <90% hours (TCBH) (Enclose Verified 30.10% 55.66% NR 88.00% 43.34% 87.00% 73% 39.51% 75% MRTG) % 6.4 Broadband Connection Reported 100% C/DNF 94% 90% 92.00% 95% C/DNF 91% 97% % Speed available (download) >80% from ISP node to user Verified 100% C/DNF 94% 90% 92.00% 95% C/DNF 91% 97% % 7 Service Availability/Uptime (for all users) in %age TCISL Reported Service availability /uptime 99.99% 98.66% 99.90% 100% 99.71% 100% DNF 100% 98% 7.1 >98% (for all users) in %age Verified 99.99% 98.66% 99.90% 100% 99.71% 98.46% NP 100% 98% 8 Packet loss 8.1 % of Packet loss <1% Reported 0% C/DNF NR 0.99% C/DNF C/DNF C/DNF 0.49% NR 0% Verified 0% C/DNF NR 0.99% C/DNF C/DNF C/DNF 0.49% NR 0% 9 Network latency (for wired broadband access) User reference point at Reported 99 C/DNF NR 80 DNF C/DNF C/DNF 50 NR POP/ISP Gateway node to <120 ms IGSP/NIXI Verified 99 C/DNF NR 80 DNF C/DNF C/DNF 50 NR 12 User reference point at ISP Reported 296 C/DNF NR 310 DNF C/DNF C/DNF 267 NR Gateway node to <350 ms International nearest NAP Verified 296 C/DNF NR 310 DNF C/DNF C/DNF 267 NR 257 port abroad (terrestrial) User reference point at ISP Reported NA NA NR NA NA NR NA NA NR NA 9.3 Gateway node to <800 ms International nearest NAP Verified NA NA NR NA NA NR NA NA NR NA port abroad (satellite) Tikon a You telec om % % On PMR data verification no inconsistency was found between the record maintained by the operator and data reported by the operator at TRAI except for Sify for Service availability. 22

23 Chapter -4: Detailed Findings & Analysis I. Cellular Mobile Telephone Service (A) MSC Audit (i) 3 days Live measurement data assessment & summarized findings S/N Name of Parameter Benchmark Aircel Airtel BSNL Etisalat Idea Rcom GSM Tata GSM Uninor Videoco n Vodafon e Rcom CDMA Tata CDMA MTS GSM Operators CDMA (A) Network Service Quality Parameter 1 Network Availability a) BTS Accumulated Downtime <=2% 0.01% 0.10% 1.11% 0.00% 0.02% 0.03% 0.02% 0.01% 0.00% 0.01% 0.05% 0.01% 0.19% b) Worst affected BTSs due to downtime c) Total no. of BTSs in the licensed service area <=2% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% d) Sum of downtime of BTSs in a month in hours i.e. total outage time of all BTSs in hours during the 3days e) No. of BTSs having accumulated downtime of >24 hours in 3days Connection Establishment (Accessibility) a) CSSR >=95% 99.36% 99.68% 95.81% 99.51% 99.97% 99.73% 98.60% 99.02% 99.63% 99.99% 99.15% 99.13% 98.23% b) SDCCH/PAGING congestion <=1% 0.03% 0.17% 0.21% 0.05% 0.32% 0.06% 0.05% 0.09% 0.00% 0.13% 0.00% 0.00% 0.00% c) TCH congestion <=2% 0.03% 0.10% 1.20% 0.00% 0.39% 0.04% 0.12% 0.14% 0.00% 0.54% 0.09% 0.00% 0.00% 3 Connection maintenance a) CDR <=2% 0.40% 0.48% 1.30% 0.33% 0.80% 0.34% 0.74% 0.63% 0.15% 0.56% 0.07% 0.42% 0.86% b) Cells having > 3% TCH drop <=3% 2.77% 1.17% 3.35% 1.92% 2.93% 0.94% 5.91% 2.88% 0.00% 2.96% 0.33% 0.00% 0.90% c) Good voice quality >=95% 98.61% 99.13% NP 98.69% 97.45% 99.50% 97.60% 98.96% % 98.81% NP NP NP d) No. of cells > 3% TCH drop e) Total no. of cells in the network 8,229 28,791 16, ,959 11,562 11,545 7, ,327 2,517 3,960 1,092 4 No. of POI with >=0.5% congestion <0.5%

24 S/N Name of Parameter Benchmark a) Name of POI not meeting the benchmark Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators NIL NIL NIL NIL NIL NIL Tata GSM Unitech, Cellone, Reliance, BSNL Uninor BSNL, VODAF ONE Videoco n Vodafon e Rcom CDMA Tata CDMA CDMA NIL NIL NIL NIL b) Total No. of circuits on POI c) Avg No. of call attempts on POI NR MTS BSNL, Vodafo ne, Airtel, Relianc e, TTSL, d) Avg traffic served on POI (Erlang) NR e) Total number of working POI Service Area wise f) Equipped Capacity of Network in respect of Traffic in erlang g) Total traffic handled in TCBH in erlang (B) Customer Service Quality Parameters 5 Response time to customers for assistance a) Accessibility of call centre >=95% 100% 97% 100% 100% 98% 99.4% 100% 95.40% 100% 100% 99.12% 96% 98% b) % of call answered by operators(voice to voice) within 60 sec c) No. of call attempts to call centre / customer care nos. during TCBH (Avg) d) No. of calls connected and answered successfully to call centre / customer care nos. during TCBH (Avg) NA: Not Applicable, NP: Not Provided >=90% 96.50% 93% 67.34% 100% 93% 41.37% 96% 41.35% 99% 90% 32.07% 95% 92% 45, ,609 1,378, , , , , , , , ,021 8, , , ,894 7,761 24

25 Parameter-wise Findings (Live Data Assessment): The parameter wise key takeouts for the Cellular Mobile Telephone Services providers in Andhra Pradesh Service Area are as given below:- BTS Accumulated downtime (benchmark <=2%): All operators are meeting the benchmark with values laying between 0% and 1.11% Worst affected BTSs due to downtime (benchmark <=2%): All the operators are meeting the benchmark specified by TRAI. Call setup success rate (benchmark >=95%): All operators are meeting the benchmark with values laying between 95.81% and 99.99%. SDCCH/PAGING Channel congestion (benchmark <= 1%): All operators are meeting the benchmark with values laying between 0% and 0.42%. Note: CDMA operators are providing the data for Paging Channel congestion. TCH congestion (benchmark <= 2%): All operators are meeting the benchmark with values laying between 0% and 0.65%. Call drop rate (benchmark <= 2%): All operators are meeting the benchmark with values laying between 0.07% and 1.67%. Cell exceeding 3% TCH drop (benchmark <= 3%): Except for BSNL, Tata GSM with a values of 3.35%,5.91% rest of the operators are satisfying the benchmark with value in between 0% and 2.96%. Connections with good voice quality (benchmark >= 95%): CDMA operators & BSNL has declared that the parameter is not system generated. Rest of the operators are meeting the benchmark with values laying between 97.45% and 100%. POI Congestion (benchmark <= 0.5%): POI congestion was found in case of operators like Tata GSM, Uninor and MTS for 3 days live data audit. Among the 3 operators, MTS was found to have highest nos. (10 nos.) of POI under congestion > 0.5%. for rest of the operators there was no congestion found overall on the POI, but cases were found where individual POIs are showing high utilization/usage though causing no traffic failure due to overflow technique i.e. the extra traffic is carried over by some other operating POI as has been designed to do so. Here Reliance has reported that their POI is common to both CDMA and GSM. %age of call answered by operator (electronically) (benchmark >95): All operators are meeting the benchmark with values in between 95.4% and 100%. %age of call answered by operator (Voice to voice) (benchmark >90%): %): Except for BSNL, Uninor, Rcom GSM, Rcom CDMA with a values of 67.34%, 41.35%, 41.37% and 32.07% respectively, rest of the operators are satisfying the benchmark with value in between 90% and 100%.

26 2) One Month audit data report & summarized findings: S/N Name of Parameter Bench mark Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA Operators MTS (A) 1 Network Service Quality Parameter Network Availability a) BTS Accumulated Downtime <=2% 0.02% 0.12% 1.06% 0.20% 0.02% 0.10% 0.03% 0.05% 0.05% 0.02% 0.05% 0.02% 0.12% b) Worst affected BTSs due to downtime c) Total no. of BTSs in the licensed service area d) Sum of downtime of BTSs in a month in hours i.e. total outage time of all BTSs in hours during a month e) No. of BTSs having accumulated downtime of >24 hours in a month <=2% 0.00% 0.03% 0.00% 0.00% 0.00% 0.08% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Connection Establishment (Accessibility) a) CSSR (Call Setup Success Rate) >=95% 99.37% 99.68% 95.30% 99.48% 99.88% 99.65% 98.61% 99.14% 98.93% 99.99% 99.15% 99.15% 98.20% b) SDCCH/PAGING congestion <=1% 0.06% 0.16% 0.19% 0.01% 0.42% 0.10% 0.07% 0.12% 0.00% 0.12% 0.00% 0.00% 0.00% c) TCH congestion <=2% 0.02% 0.10% 1.37% 0.00% 0.54% 0.05% 0.14% 0.11% 0.50% 0.65% 0.12% 0.00% 0.00% 3 Connection maintenance (retainability) a) CDR <=2% 0.36% 0.49% 1.45% 0.36% 0.81% 0.34% 0.80% 0.59% 1.67% 0.57% 0.08% 0.44% 0.82% b) Worst affected cells>3% TCH drop <=3% 0.40% 1.17% 3.47% 4.38% 2.97% 0.96% 3.98% 2.67% 0.00% 2.93% 0.36% 0.18% 1.10%

27 S/N Name of Parameter Bench mark Aircel Airtel BSNL Etisalat Idea Rcom GSM Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA MTS GSM Operators CDMA Operators c) Good voice quality >=95% 98.66% 99.13% NP 98.68% 97.47% 99.48% 97.40% 99.01% 99.46% 98.80% NP NP NP d) Total No. of cells exceeding 3% TCH drop (call drop) e) Total no. of cells in the network 4 No. of POI having >=0.5% congestion a) Name of POI not meeting the benchmark b) Total No. of call attempts on POI (Avg.) c) Total traffic served on POI (Erlang) (Avg.) <0.5% NIL NIL Nil NIL NIL NIL Unitech, Cellone, Reliance, BSNL BSNL, Idea, HYD- GMSC, Cellone NIL NIL NIL NIL Airtel, Etisalat, Videocon, Relaince, TTSl, Vodafone, BSNL 176,342 8,556,597 1,485,826 81,773 4,043, , , ,127 23,118 5,445, ,905 1,385,185 6,157,739 3, ,232 28, ,847 30,957 5,331 23, ,847 30,957 26,443 16,448.8 d) Total No. of circuits on POI 4,580 7,051 35,174 1, ,326 61,817 21,403 31,124 1, ,122 61,817 58,816 9,359 e) Total number of working POI Service Area wise f) Capacity of POI 4, ,442 35,174 1, ,034 57,885 18,896 28,563 1, ,079 57,885 54,161 8,370 5 Network Data a) Equipped Capacity of Network Erlang b) Total traffic in TCBH in erlang (Avg.)

28 S/N Name of Parameter Bench mark Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA Operators MTS (B) c) Total no. of customers served (as per VLR) on last day of the month Customer Service Quality Parameters 6 Metering/billing credibility- Post paid a) No. of bills issued during the period b) No. of bills disputed including billing complaints during the period 7 Metering /billing credibility- Pre paid a) No. of charging / credit / validity complaints during the quarter b) Total no. of pre-paid customers at the end of the quarter <= 0.1% <= 0.1% NR NR NR NR % 0.02% 0.00% NA 0.08% 0.1% 0.53% NA NA 0.03% 0.04% 0.01% NA NA NA NA NA NA NA NA NA 0.01% 0.00% 0.00% 0.00% 0.00% 0.1% 0.01% 0.03% 0.00% 0.01% 0.02% 0.01% 0.01% NP NP Resolution of billing/ charging complaints a) No. of billing/(post paid) and charging, credit/validity (pre paid) complaints resolved within 4 weeks during the quarter 100% within 4 weeks 100% 100% 100% 100% 86% 100% 99% 100% 100% 100% 100% 100% 100% NP b) Total no. of billing (post paid) and charging, credit / validity (pre paid) complaints received during the quarter NP

29 S/N Name of Parameter Bench mark Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA Operators MTS c) No. of billing complaints (post paid) and charging, credit/ validity complaints (pre paid) resolved in favour of the customer during the quarter NP d) No. of complaints disposed on account of not considered as valid complaints during the quarter NP e) Period of applying credit/waiver/adjustment to the customer s account from the date of resolutions of complaints <=1 week 100% 100% NP 100% 100% 100% 98.7% 100% 100% 100% 100% 100% 100% 9 Response time to customers for assistance a) Accessibility of call centre/customer Care b) % call answered by operators(voice to voice) within 60 sec. c) Total no. of call attempts to call centre & customer care nos. during TCBH (Avg.). >=95% 100% 95% 97% 98.94% 98.29% 99.15% 100% 97.40% 97.80% 100% 99.09% 96% 95.49% >=90% 95.67% 90.30% 66.39% 100% 70.93% 48.97% 87.80% 43.74% 96.50% 85.67% 53.8% 94.30% 96.60% d) No. of calls connected and answered successfully to call centre & customer care nos. during TCBH (Avg.) Termination/closure of service <=7da ys 100% 100% 100% NA 100% 100% 48.5% NA NA 100% 100% 100% NA a) Total No. of requests for Termination / Closure of service received during the quarter NA NA NA NA 29

30 S/N Name of Parameter Bench mark Aircel Airtel BSNL Etisalat Idea Rcom GSM GSM Operators Tata GSM Uninor Videocon Vodafone Rcom CDMA Tata CDMA CDMA Operators MTS b) No.of requests for Termination / Closure of service complied within 7 days during the quarter NA NA NA NA 11 Time taken for refunds of deposits after closures. 100% within 60 days 100% 100% 100% NA 100% 100% 90.84% NA NA 100% 100% 100% NA NA: Not Applicable, NR: Not Received 30

31 Parameter-wise Findings (Month Data Assessment): The parameter wise key takeouts for the Cellular Mobile Telephone Services providers in Andhra Pradesh Service Area are as given below:- BTS accumulated downtime (benchmark <=2%): All operators are meeting the benchmark with values laying between 0.02% and 1.06%. Worst affected BTSs due to downtime (benchmark <= 2%): All operators are meeting the benchmark with values laying between 0% and 0.08%. Call setup success rate (benchmark >= 95%): All operators are meeting the benchmark with values laying between 95.3% and 99.99%. SDCCH/PAGING Channel congestion (benchmark <= 1%): All operators are meeting the benchmark with values laying between 0% and 0.42%. Note: CDMA operators have provided the data for Paging Channel congestion and GSM operators provided SDCCH Channel congestion. TCH congestion (benchmark <= 2%): All operators are meeting the benchmark with values laying between 0% and 1.37%. Call drop rate (benchmark <= 2%): All operators are meeting the benchmark with values laying between 0.08% and 1.67%. Cell exceeding 3% TCH drop (benchmark <= 3%): Except for BSNL, Etisalat, Tata GSM with a values of 3.47%, 4.38% and 3.98% all the operators are satisfying the benchmark with value in between 0% and 2.97%. Connections with good voice quality (benchmark >= 95%): All CDMA operators & BSNL have declared that the parameter is not system generated. Rest of the operators are meeting the benchmark with values laying between 97.4% and 99.48%. POI Congestion (benchmark <= 0.5%): POI congestion was found in case of operators like Tata GSM, Uninor and MTS for month data audit. Among the 3 operators, MTS was found to have highest nos. (13 nos.) of POI under congestion >= 0.5%. for rest of the operators there was no congestion found overall on the POI, but cases were found where individual POIs are showing high utilization/usage though causing no traffic failure due to overflow technique i.e. the extra traffic is carried over by some other operating POI as has been designed to do so. Reliance has reported that their POI is common to both CDMA and GSM. %age of call answered by operator (electronically) (benchmark >95): All operators are meeting the benchmark with values laying between 95% to 100%. %age of call answered by operator (Voice to voice) (benchmark >90%): Except for BSNL, Idea, Tata GSM, Uninor, Vodafone, Rcom GSM, Rcom CDMA with a values of 66.39%, 70.93%, 87.8%, 43.74%, 85.67%, 48.97% and 53.8% respectively. All operators are meeting the benchmark with values laying between 90.03% to 100%. Metering and billing credibility-post paid (benchmark <= 0.1%): Except for TATA GSM with a value of 0.53%, all operators are meeting the benchmark. Metering and billing credibility-pre paid (benchmark <= 0.1%): All the operators are meeting the benchmark. Resolution of billing/ charging complaints (benchmark 100% within 4 weeks): Except for Idea, Tata GSM with a value of 86% and 99% remaining all operators are meeting the benchmark. Termination/Closure of service (Benchmark <= 7 days): Except Tata GSM, all operators have satisfied the benchmark. Time taken for refunds of deposits after closures (benchmark 100% within <=60 days): Except for Tata GSM, all operators have satisfied the benchmark.

32 (1) Sample Coverage Switches/BSC/BTS details of operators: Sl. Name of Service Provider No. of No. of No. of MSC BSC BTS GSM Operators 1 Aircel Ltd Airtel Ltd BSNL Etisalat Idea Reliance Communication (GSM) 7 Tata Communications (GSM) 8 Uninor Videocon Vodafone CDMA Operators 11 MTS (CDMA) Reliance Communication (CDMA) 13 Tata Communications (CDMA) (2) Performance (Graphical Representation) Comparison between Live measurements and One month data Audit Cellular Mobile Telephone Services A) NETWORK PERFORMANCE BTS accumulated downtime: All operators are meeting the TRAI benchmarks (<= 2 %) for both one month data and 3 days live data taken in the month of audit. 32

33 Worst affected BTSs due to downtime: All operators are meeting the TRAI benchmarks (<= 2 %) for both one month data and 3 days live data taken in the month of audit. Call setup success rate: All operators are meeting the TRAI benchmarks (>= 95 %) for both one month data and 3 days live data taken in the month of audit. Blocked call rate: SDCCH congestion (%): All operators are meeting the TRAI benchmarks (<= 1 %) for both one month data and 3 days live data taken in the month of audit. 33

34 TCH congestion (%): All operators are meeting the TRAI benchmarks (<= 2%) for both one month data and 3 days live data taken in the month of audit. Connection Maintainability (Retainability): Call drop rate (%): All operators are meeting the TRAI benchmarks (<=2%) for both one month data and 3 days live data taken in the month of audit. Worst affected Cell exceeding 3% TCH Drop: BSNL and Tata GSM are not meeting the benchmark in live data & month audit data Rest of the operators are meeting the benchmark for both the cases. Etisalat found not meeting for month data. 34

35 Percentage of connections with good voice quality (benchmark >= 95%): All operators are meeting the TRAI benchmarks (=> 95%) for both one month data and 3 days live data taken in the month of audit. The CDMA operators & BSNL has declared that this parameter is not system generated. No. of POI having > 0.5% Congestion: POI congestion was found in case of operators like Tata GSM, Uninor and MTS. The trend was found to be similar for both live and month data audit. Among the 3 operators, MTS was found to have highest nos. of POI under congestion > 0.5%. For rest of the operators there was no congestion found overall on the POI, but cases were found where individual POIs are showing high utilization/usage though causing no traffic failure due to overflow technique i.e. the extra traffic is carried over by some other operating POI as has been designed to do so. 35

36 B) CUSTOMER SERVICE QUALITY PARAMETERS Response time to the customer for assistance: Percentage of call answered (Electronically): All operators are meeting the TRAI benchmarks (>= 95%) for both one month data and 3 days live data taken in the month of audit with a values in between 95% to 100% Percentage of call answered by operators (Voice to voice) within 60 sec: BSNL, Uninor, Rcom GSM and Rcom CDMA are not meeting the benchmark for both live & month audit data. For month data, Idea, Tata GSM and Vodafone are not meeting the benchmark. Rest of the operators are meeting the benchmark. 36