The Telecom Regulatory Authority of India (TRAI) held a meeting with major Telecom Service Providers (TSPs) to discuss the quality of telecom services being provided to consumers and the problem of unsolicited commercial communications (UCC). The meeting was held to review the current issues and to take measures to improve the quality of services being offered.
TRAI directed TSPs to take immediate action to improve the quality of service and customer experience. TSPs were asked to analyze the issue of call muting and one-way speech, which are among the most common complaints received by TRAI, and to take corrective action on a priority basis. Additionally, while rolling out 5G networks, TSPs were urged to ensure that there is a minimal disturbance or degradation of the quality of existing telecom services.
TRAI also requested TSPs to report any long-duration network outages to TRAI in any district or state. Such outages adversely affect the quality of services and customer experience, and TRAI may consider implementing suitable regulations in this regard if required.
To simplify the process of quality of service performance reporting, TRAI also asked TSPs to plan and implement online data collection systems for QoS benchmarks and their processing to generate performance reports. This will reduce the compliance burden on TSPs and make it easier to report QoS performance.
Given the scale and size of the network being set up for the rollout of 5G services, TRAI requested TSPs to implement systems for internal QoS monitoring by TSPs on a 24×7 and 360-degree basis. It was also suggested to exploit network features as per standard and adopt AI/ML techniques for QoS monitoring and management.
TRAI requested TSPs to implement two directions issued by TRAI on 16.02.2023 in a time-bound manner. The two directions aim to curb the misuse of Headers and Message Templates of Principal Entities (PEs) by some Telemarketers and also the messages from unauthorized or unregistered telemarketers, including telemarketers using telephone numbers.
The meeting was an important step towards addressing the quality of service and customer experience issues faced by consumers and curbing the problem of unsolicited commercial communications. By implementing these measures, TSPs can improve the overall quality of services provided to consumers and enhance their experience with telecom services.
