Direction on Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 dated 02nd August 2024, regarding timely submission of data for audit.

AU-4/2/7(2)/2024-QoS I/28772/2024

Dated: 24th October 2024 DIRECTION

Subject: Direction under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) and the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024) dated 02nd August 2024, regarding timely submission of data for audit.

F. No. AU-4/2/7(2)/2024-QoS ---- Whereas the Telecom Regulatory Authority of India (hereinafter referred to as “the Authority”), established under sub-section (1) of section 3 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997) (hereinafter referred to as “TRAI Act”), has been entrusted with discharge of certain functions, inter alia, to regulate the telecommunication services; ensure compliance of terms and conditions of license; ensure technical compatibility and effective inter-connection between different service providers;

lay-down the standards of quality of service to be provided by the service providers and ensure the quality of service and conduct the periodical survey of such services provided by the service providers so as to protect the interest of the consumers of telecommunication service;

2. And whereas the Authority, in exercise of the powers conferred upon it under section 36, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the TRAI Act, made the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024) dated the 2nd August 2024 (hereinafter referred to as ‘the regulations’), which have come into force with effect from 1st October 2024;

3. And whereas regulation 12 of the regulations provides for record keeping by the service providers and sub-regulation (2) of the said regulation reads as under: -AU-4/2/7(2)/2024-QoS I/28772/2024 “(2) Every service provider shall maintain complete and accurate records of raw or primary and processed data relating to the compliance of benchmark of each QoS parameters specified in regulations 4, regulation 6, regulation 7, regulation 9 and regulation 10, as applicable, in electronic form in such manner, period and format as may be directed by the Authority, from time to time.”;

4. And whereas regulation 13 of the regulations provides for reporting by the service

providers and the said regulation reads as under: - “13. Reporting.─ (1) Every service provider shall create or upgrade their system within six months of notification of these regulations for collection of primary data, its storage, processing, performance report generation and their online submission to the Authority, in respect of each QoS parameters specified under regulation 4, regulation 6, regulation 7, regulation 9 and regulation 10 in such manner and format, at such intervals and within such time limit as may be specified by the Authority, from time to time, by an order or direction.

(2) Every service provider shall establish a system for live monitoring of network availability and report to the Authority in such manner, format and frequency as may be specified by the Authority by an order or direction.

(3) The benchmark of each QoS parameters specified in sub-regulation (1) shall be measured, reported, and complied at license or authorised Service Area level, as may be specified by the Authority, from time to time, by an order or direction:

Provided that the Authority may, from time to time, by an order or direction, specify certain QoS parameters to be measured and reported to the Authority for specific States or Union Territories or districts for a specific purpose and period.”;

5. And whereas regulation 14 of the regulations provides for audit to verify the performance reported by the service providers to the Authority under regulation 13 and the said regulation

reads as under: - “14. Audit. – (1) The Authority may, from time to time, through audit conducted either by its own officers or employees or through an agency appointed by it, verify the performance against the Quality of Service parameters, specified in regulation 4, regulation 6, regulation 7, regulation 9 and regulation 10, as reported to the Authority under regulation 13 by the service provider.”;AU-4/2/7(2)/2024-QoS I/28772/2024

6. And whereas the Authority has been conducting the audit of QoS performance, as reported by the service providers, through its own officers or employees or through an agency appointed by the Authority.

7. And whereas it has come to the notice of the Authority that some service providers have either delayed provision of data or provided partial data to the audit agency during the past quarters;

8. Now, therefore, the Authority, in exercise of the powers conferred upon it under section 13, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11, of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), hereby directs all service providers providing access service (wireless) under a license or Authorisation under the Telecommunications Act, 2023, to -

(i) submit to the Authority or the officers or employees of the Authority or the audit agency appointed by the Authority, the required data for the purpose of audit, as per the format specified at Annexure-I to this Direction, on monthly basis, within a period of ten (10) days of the end of each month.

(ii)facilitate and provide access for downloading of the live QoS performance data from relevant counters or alarm etc., against the specified QoS parameters, by the audit agency or the officers or employees of the Authority, for three consecutive days in a month, or quarter, as required; and

(iii) strictly follow the guidelines as specified at Annexure-II to this Direction while providing the data for the purpose of audit under the provisions of regulation 14 of the regulations.

9. This Direction shall come into force with immediate effect.

Enclosures: As above Advisor (QoS-I) To,

All Service Providers having:

1. Unified Access Service License and providing Access Service (Wireless);

2. Unified License with authorization for Access Service (Wireless);

3. Authorization under the Telecommunications Act, 2023 for providing Access Service (Wireless).BASIC DETAILS Annexure-I Data for audit of Performance Monitoring Report (PMR) of Access (wireless) service

Please tick as applicable: (a) 3-day Live (b) Monthly historical data Basic Details Name of the Service Provider Name of the LSA Reporting Month Total No. of Point of Interconnections (PoI) TCBH of the network (in 24 Hr. format) No. of Post paid subscriber (on last date of the reporting month) No. of Pre- paid subscriber (on last date of the reporting month) Typical download speed(s) offered in different plans (in Mbps) Typical upload speed(s) offered in different plans (in Mbps) Network summary at the end of the reporting month Technology Number of Base Stations Number of Cells 2G 3G 4G 5G Total 0 0Cell Master Annexure-I Cell Global Identity Service Provider Technology (2G/ Whether Cell is a part of Date of Date of De- LSA Code

(CGI) code 3G/ 4G/ 5G) network slicing? (Yes/ No) Commissioning commissioning (if any)Cell Wise Downtime Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Service Provider Cell wise total down time in the CGI LSA Code Cell down time (in hr) as per down Cell down time (in hr) as per Cell down time (in hr) as per code month (in hrs.) and restoration alarm log (to be down and restoration alarm log down and restoration alarm log

provided) (to be provided) (to be provided)Network Parameters (Voice) Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Total for the month Total No. of Total No. of Total No. of Total No. of calls call Total No. of calls Service Total No. of calls Total No. of call call attempts Total No. of calls call attempts established attempts established Provider LSA Code established attempts Total No. of Total No. of (originated Total No. of established (originated Total No. of calls Total No. of call Total No. of call (originated (originated Total No. of call (originated from Total No. of call Code (originated from (originated from calls calls from within calls (originated from from within established during attempts during attempts during from within from within attempts during within service attempts during within service within service established established service established within service service TCBH TCBH TCBH service service TCBH provider TCBH provider network) provider network) during TCBH during TCBH provider during TCBH provider network) provider provider provider network) during during TCBH during TCBH network) during TCBH network) network) network) TCBH during TCBH during TCBH during TCBH during TCBHNetwork Parameters (SMS) Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Total for the month No.of generated No.of generated Total number No.of generated Total number Number of No.of generated and Total number of and Total number of Total number and Total number of of SMS ProS vie dr ev ric Ce o de LSA Code des liu vc ec ree dss Sfu Ml Sly in S wM itS h ig ne n seer ra vit ce ed To ct aa lll an tu tm embe pr t so f N cu om nb ne er c o tef dc a toll s ds eu lic vc ee rs es df u Sl Mly S S wM itS h ig ne n seer ra vit ce ed atteo mf c pa tl sl on N cu om nb ne er c o tef dc a toll s ds eu lic vc ee rs es df u Sl Mly S S wM itS h ig ne n seer ra vit ce ed To ct aa lll an tu tm embe pr t so f cN ou nm neb ce tr e o df t c oa cl als l l da en ld iv s eu rc ec de Ss Msf Su l il ny ge wn ie tr ha it ne d atteo mf c pa tl sl on connc ea cll ts e d to on call centre / call centre / call centre / on call centre / centre / customer service call centre / call centre / service provider's provider’s in service provider’s call centre / in service provider’s service customer care customer care customer care customer care care provider's customer customer network network provider's network customer care provider's network provider’s network care care network network networkDCR_CS (CBBH) Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Day wise drop call rate (DCR) for the month during CBBH Total number Total number Total number Service Total number Total number Total number of of of CGI Provider LSA Code of calls of calls of calls CBBH interrupted CBBH interrupted CBBH interrupted Day-1 Day-2 … Last day of the month code successfully successfully successfully

(dropped) (dropped) (dropped) established established established calls calls callsDCR_PS (CBBH) Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Day wise drop call rate (DCR) for the month during CBBH Service Total number of Total number of Total number Total number of Total number of Total number of CGI Provider LSA Code calls calls of calls Last day of CBBH interrupted CBBH interrupted CBBH interrupted Day-1 Day-2 … code successfully successfully successfully the month

(dropped) calls (dropped) calls (dropped) calls established established establishedDL_PDR (CBBH) Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Day wise voice packet drop rate in downlink for the month during CBBH Total number of Total number of voice Total number of voice traffic Total number of Total number of voice Total number of traffic packets Service voice traffic packets dropped or voice traffic traffic packets dropped voice traffic CGI LSA Code dropped or lost (not Provider code CBBH packets of CBBH lost (not packets of CBBH or lost (not successfully packets of bearer Day-1 Day-2 … Last day of the month successfully bearer entered successfully bearer entered transmitted) in the entered for transmitted) in the for transmission transmitted) in the for transmission downlink transmission downlink downlinkUL_PDR (CBBH) Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Day wise voice packet drop rate in uplink for the month during CBBH Total Number of Total number of Total Number of missing voice Total Number of Total number of Total number of voice voice traffic Service missing voice traffic traffic packets missing voice traffic voice traffic traffic packets that packets that are CGI Provider LSA Code packets that are not that are not packets that are not packets that are CBBH are to be delivered to CBBH to be delivered CBBH Day-1 Day-2 … Last day of the month code delivered to higher delivered to higher delivered to higher to be delivered to higher layers of a data to higher layers layers (packets lost) layers (packets layers (packets lost) of higher layers of a radio bearer of a data radio of a data radio bearer lost) of a data a data radio bearer data radio bearer bearer radio bearerPOI Annexure-I Day-1 (Date) Day-2 (Date) Day-3 (Date) Total for the month Service S No provider LSA Code PoI Details Number of Number of call Number of Number of call Number of Number of call Number of Number of call Code failed calls attempts to the PoI failed calls attempts to the PoI failed calls attempts to the PoI failed calls attempts to the during TCBH during TCBH during TCBH during TCBH during TCBH during TCBH during TCBH PoI during TCBHBroadband Data Annexure-I Summary of measurement from Day1 to Day 3 or month as applicable [As No. of Cell IDs covered No. of test per measurement Methodology provided in the Regulations ] S No Service provider code LSA code Test Server IP/detail calls Latency (in Packet drop rate 20th percentile value of 20th percentile value of upload speed (in 4G 5G Jitter (in ms) ms) (%) download speed (in Mbps) Mbps)

Note: Same format should be used for 3-day live and monthly data submission. The monthly data will be based on the measurements taken during the monthAU-4/2/7(2)/2024-QoS I/28773/2024 Annexure-II Guidelines for submission of data under the provision of regulation 14 of the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 pertaining to audit.

1. The service provider shall provide the details or data sought by the audit agency appointed by the Authority, or the officers or employees of the Authority, promptly, within ten (10) days of the end of each month, for smooth conduct of audit as per the provisions of regulation 14 of the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 pertaining to audit.

2. Annexure-I to this Direction provides the details of data to be submitted for three-day live measurement on daily basis as well as the data to be submitted on monthly basis within ten (10) days of the end of each month.

3. The format in Annexure-I covers some key QoS performance parameters. The audit agency, or the officers or employees of the Authority, shall conduct sample audit against the remaining QoS parameters to check integrity of data, resulting performance as reported by the service provider to the Authority including the compliance of regulations and measurement methodology.

4. The data under column in white colour is required in both cases i.e. during 3-day live measurement as well as for monthly data submission.

5. For the columns in green colour, the data dump from the relevant data source is to be

provided during 3-day live measurement. Subsequently, based on the data dump, the audit agency shall prepare the data as per the format in the Annexure-I for 3-day live measurement. The data in light blue column is not required for 3-day live measurement.

6. Similarly, for the columns in light blue colour, the relevant data is to be provided at the end of month. Thus, the template for monthly data will contain details in all white columns and light blue columns.

7. In case of broadband service, similar format shall be used for 3-day live measurement and monthly data submission. The monthly QoS performance data submission will be based on the measurements taken during the month while 3-day performance shall be prepared based on data measurements taken during the relevant 3-days of the month.

8. In this regard, direction No. RG-17/(3)/2022-QoS dated the 19-09-2024 may also be referred. ***