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RG-29/(1)/2025-QoS I/36034/2025
भारतीय दूरस ंच ार िविनयामक (cid:255)ािधकरण
Telecom Regulatory Authority of India
[ भारत सरकार / Government of India]
Dated: 09.09.2025
DIRECTION
Subject : Direction to the service providers regarding publication of their performance
with respect to the benchmark of Quality of Service parameters specified under the
Standards of Quality of Service of Access (Wireline and Wireless) and Broadband
(Wireline and Wireless) Service Regulations, 2024 (06 of 2024)
F. No. RG-29/(1)/2025-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 licen c e; 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 02 nd August 2024
(hereinafter referred to as “the regulations”), which have come into force with effect from 1st
October 2024;
3. And whereas sub-regulation (2) of regulation 15 of the regulations provides for
publication of its performance with respect to the benchmark of Quality of Service parameters
by the service providers and the said sub-regulation reads as under: -
“(2) Every service provider shall publish, for the information of the consumers, its
performance with respect to the benchmark of QoS parameters specified in regulation 4,
regulation 6, regulation 7, regulation 9 and regulation 10, as applicable, in such manner
and format, as may be directed by the Authority from time to time.”;
4. Now, therefore, the Authorit,y in exercise of the powers conferred upon it under regulation
15 of the Standards of Quality of Service of Access (Wireline and Wireless) and Broadband
(Wireline and Wireless) Service Regulations, 2024 (06 of 2024), hereby directs all service
providers to publish on their website, within fifteen days from the last date of submission ofRG-29/(1)/2025-QoS I/36034/2025
Performance Monitoring Report to the Authorit,y its performance with respect to the benchmark
of Quality of Service parameters of access service (wireless), access service (wireline) and
broadband (wireline) service, as applicable, on quarterly or monthly basis, as the case may be,
in accordance with the guidelines specified in the Annexure attached with this Direction.
5. This Direction shall come into force with effect from 08 th November 2025 .
Enclosure: As above
Advisor (QoS-I)
To
All Service Providers having :
i. Unified Access Service License;
ii. Unified License with authorization for Access Service;
iii. Internet Service Authorization under any License; and
iv. Authorization under the Telecommunications Act, 2023 for providing Access or
Broadband Service.
व (cid:208)ड (cid:170) (cid:367)ेड स (cid:164)टर , टावर -एफ , नौरोजी नगर , नई िद (cid:208)ली -110029
World Trade Centre, Tower-F, Nauroji Nagar New Delhi – 110029RG-29/(1)/2025-QoS I/36034/2025
Annexure
Guidelines for publishing performance with respect to the benchmark of Quality of
Service parameters on service providers’ website
Service providers shall strictly adhere to the following guidelines while publishing performance
with respect to the benchmark of Quality of Service parameters on its website in accordance
with the provision of sub-regulation (2) of regulation 15 of 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:
( i)Service providers shall publish performance with respect to the benchmark of Quality of
Service parameters of access service (wireless), access service (wireline) and broadband
(wireline) service, whichever is applicable, on their official website, within fifteen (15) days
of the last date of submission of respective performance monitoring report (PMR) to the
Authorit.y
(i i)Performance of access service (wireless) shall be published on monthly basis, whereas
performance of access service (wireline) and broadband (wireline) service shall be published
on quarterly basis and shall be accessible by all the customers/subscribers.
(ii i)The information published on service provider’s website shall be the same as submitted to
the Authority.
(iv A) tab titled ‘Service Quality’ should be provided in the navigation bar on the home
page/landing page of the website. Under this tab, the PMR of different service should be
published under different sub-menu titled “Basic”, “Mobile” and “Broadband (Wireline)”,
whichever is applicable.
(v T)he performance shall be published in a clea,r tabular format that is easily readable and user-
friendly with the options, as detailed below:
a. Performance for specific period: By default, performance of last quarter/ month, as
applicable, shall be displayed for all LSAs/ Service areas (sorted alphabetically). Howeve,r
users shall have the option to select a specific quarter/month, and the performance of all
LSAs/ Service areas (sorted alphabetically) shall be displayed for the selected
quarter/month. Performance of all quarters or months, as applicable, for last two financial
years shall be accessible. Howeve,r the performance for the period prior to 1 st October
2024 is not required to be displayed. Format for displaying performance of various
services are as follows:
Access Service (wireless) - As per Appendix-I
Access Service (wireline) - As per Appendix-II
Broadband (wireline) Service - As per Appendix-IIIRG-29/(1)/2025-QoS I/36034/2025
b. LSA/ Service area wise : User shall have the option to view the performance of a
specific LSA or service area. On choosing a specific LSA or service area, performance of
that LSA or service area for all quarters or months, as applicable, for last two financial
years shall be displayed in the descending order (latest at top). Howeve,r the performance
for the period prior to 1 st October 2024 is not required to be displayed. Format for
displaying performance of various services are as follows:
Access Service (wireless) - As per Appendix-IV
Access Service (wireline) - As per Appendix-V
Broadband (wireline) Service - As per Appendix-VI
c. Any non-compliance with respect to specified benchmarks of respective QoS parameter
shall be highlighted in ‘Red’ colou.r
(v Ti)he service providers are free to provide more information and user-friendly features for
enhancing the user experience.
*****RG-29/(1)/2025-QoS I/36034/2025
Appendix-I
Performance with respect to the benchmark of Quality of Service parameters for Access service (Wireless)
for the quarter/ month of ________________ (like June-2025)
A. Network Related QoS Parameters
Voice Connection Establishment Broadband
Network Availability Voice Connection Maintenance (Retainability)
A(ccessibility ) Service
Percent
age of
Availabil significa
Call
ity of nt DCR
Set-up
service network Call DCR Spatial
Succes Downlink Uplink
wise outage Set-up Spatial Distribut
s Rate: Packet Packet
geospati (service Succes Distribut ion
Cumulat Inter - Drop Rate Drop Rate
al s not s Rate: ion Measure
ive Service Point of for for Packet
coverag Worst availabl Intra- Measure for Latenc
downti provide Interconnec Packet Packet Drop
e map Affecte e in a Service for Packet y i(n
S. me r tion P(OI) Switched Switched Rate
LS on d Cells district provide Circuit Switche 4G and
N (Cells (incomi Congestion Network Network (in 4G
A service due to for more r Switche d 5G
o not ng (90th (4G/5G 4(G/5G and 5G
provider downti than 4 (within d (4G/5G netwo
availabl from percentile and and netwo
’s me hours) service (2G/3G) and rk)
e for other value) beyond) beyond) rk)
website reported provide network beyond)
service) service [DLPDR_ [ULPDR_
for to the r’s [CS_QSD network
provide QSD 8(8, QSD 8(8,
percent Authorit networ (88, [PS_QSD
rs’ 88)] 88)]
age of y within k) 88)] (92,
networ
working 24 hrs 92)]
k)
cells of start
of the
outage
≤ 75
≥ 99% ≤ 2 % ≤ 2 % 100 % ≥ 98% ≥ 95 % ≤ 0.5% ≤ 2 % ≤ 2 % ≤ 2 % ≤ 2 % ≤ 3 %
msec
1
2
3
.
.RG-29/(1)/2025-QoS I/36034/2025
B. Customer Service Related QoS Parameters
Customer Service
Application of
adjustment to Percentag
Acces
Resolution customer’s account e of calls Termination/
sibilit Refund of deposits
of billing/ within one week from answered closure of
y of within 45 days of
Billing and charging the date of resolution by the service within
S call closure of service
charging complaints of billing and operators seven working
N LSA centre or non-
complaints within charging complaints (voice to days of receipt
o / provisioning of
four or rectification of voice) of customer’s
custo service
weeks faults or rectification within 90 request
mer
of significant network seconds
care
outage, as applicable
≥
≤ 0.1% 100% 100% ≥ 95% 100% 100%
95%
1
2
3
4
.
.RG-29/(1)/2025-QoS I/36034/2025
C. Offered typical download/ upload speed and 80 th percentile measured download/ upload speed for different tariff
offerings
80th percentile 80th percentile
Offered typical
value of download Offered typical value of upload
download
S No LSA Name of Tariff offerings speed measured in upload speed speed measured
speed (In
test samples (In (In Mbps) in test samples
Mbps)
Mbps) (In Mbps)
1
2
3
4
5
6
7
8
9
10
11
12
.
.
.
.RG-29/(1)/2025-QoS I/36034/2025
Appendix-II
Performance with respect to the benchmark of Quality of Service parameters for Access service (Wireline)
for the quarter of ________________ (like June-2025)
Service Point of
Provisionin Fault Repair Intercon Customer Service
g nection
Provision Fault Fault Fault Mean Point of Billin Resolut Application of Percen Terminatio Refund of
of a service inciden repai repai Time Intercon g ion of adjustment to Accessib tage of n/ closure deposits
within 7 ces r by r to nection and billing/ customer’s ility of calls of service within 45
working (No. of next withi Repair (POI ) char chargin account within one call answer within days of
days of faults worki n (MTTR) Congesti ging g week from the centre/ ed by seven closure of
S. LSA payment of per ng three on 9(0th comp complai date of resolution custome the working service or
No. Name demand 100 day worki percentil laints nts of billing and r care operat days of non-
note by the subscri ng e value ) within charging ors receipt of provisioning
customer bers) days four complaints or (voice customer’ of service
weeks rectification of to s request
faults or voice)
rectification of within
significant 90
network outage, second
as applicable s
≥ ≥ ≤ 10 ≤
≥ 98 % ≤ 5 ≤ 0.5 % 100% 100% ≥ 95 % ≥ 95 % 100 % 100 %
85% 99 % hrs 01.%
1
2
3
4
5
.
22RG-29/(1)/2025-QoS I/36034/2025
Appendix-III
Performance with respect to the benchmark of Quality of Service parameters for Broadband (Wireline) Service
for the quarter of ________________ (like June-2025)
A. Performance against QoS Parameters
Service
Provisionin Broadband Service Performance Fault Repair Customer Service
g
Application
Maximu
of
m
adjustment
Bandwid
to Refund
th
utilizatio customer’s of
n of any Faul Resolu account Percenta Terminati deposits
Provision of t tion of within one ge of on/
Custome Acce within
a service Fault Fault repa billing week from calls closure of
S Service within 7 r incidenc repai ir Billing / the date of ssibil answere service 45 days
No Area working Pack serving es (No. r by with and chargi resolution of ity of d by the within of
Latenc et node to Jitte chargi call
days of of faults next in ng billing and operator seven closure
y Drop ISP r ng centr
payment of per 100 worki thre compl charging s (voice working of
Rate Gateway compl e/
demand Node subscrib ng e aints aints complaints custo to voice) days of service
note by the [Intra- ers) day wor within or mer within receipt of or non-
customer king four rectification 90 customer’
network care provisio
days weeks of faults or seconds s request
] or rectification ning of
Internet of significant service
Exchang
network
e Point
outage, as
Link(s)
applicable
≥ 98% ≤ 50 ≤ 1% ≤ 80% ≤ 40 ≤ 5 ≥ ≥ ≤ 100% 100% ≥ ≥ 95% 100% 100 %
msec mse 85% 99% 0.1% 95%
c
1
2
3
4
5
6
7
8
.RG-29/(1)/2025-QoS I/36034/2025
B. Offered typical download/ upload speed and 90 th percentile measured download/ upload speed for different tariff
offerings
90th percentile 90th percentile
Offered typical
value of download Offered typical value of upload
Service download
Name of Tariff offerings speed measured in upload speed speed measured
S No Area speed (In
test samples I(n (In Mbps) in test samples
Mbps)
Mbps) (In Mbps)
1
2
3
4
5
6
7
8
9
10
11
12
.
.
.
.RG-29/(1)/2025-QoS I/36034/2025
Appendix-IV
Performance with respect to the benchmark of Quality of Service parameters for Access service (Wireless)
for __________________ LSA
A. Network Related QoS Parameters
Voice Connection Voice Connection Maintenance Broadband
Network Availability
Establishment (Accessibility) (Retainability) Service
Percent
age of
significa
Availabi
nt Call
lity of DCR
network Set-up
service Call DCR Spatial
outage Succes Downlink Uplink
wise Set-up Spatial Distribut
(service s Rate: Packet Packet
geospat Succes Distribut ion
Cumulat s not Inter - Drop Drop
ial s Rate: ion Measure Packet
ive availabl Service Point of Rate for Rate for Latenc
coverag Worst Intra- Measure for Drop
downti e in a provid Interconne Packet Packet y (in
e map Affecte Service for Packet Rate
S Quart me district er ction (POI) Switched Switched 4G
on d Cells provid Circuit Switche i(n 4G
N er/ (Cells for i(ncom Congestion Network Network and
service due to er Switche d and
o Month not more ing (90th (4G/5G (4G/5G 5G
provide downti (within d (4G/5G 5G
availabl than 4 from percentile and and netwo
r’s me service (2G/3G) and netwo
e for hours) other value ) beyond) beyond ) rk)
website provid network beyond) rk)
service ) reporte service [DLPDR_ [ULPDR_
for er’s [CS_QS network
d to the provid QSD 8(8, QSD (88,
percent networ D (88, [PS_QS
Authorit ers’ 88)] 88)]
age of k) 88)] D (92,
y within networ
working 92)]
24 hrs k)
cells
of start
of the
outage
≤ 75
≥ 99 % ≤ 2 % ≤ 2 % 100% ≥ 98% ≥ 95% ≤ 0.5% ≤ 2 % ≤ 2 % ≤ 2 % ≤ 2 % ≤ 3 %
msec
1
2
3
.
.RG-29/(1)/2025-QoS I/36034/2025
B. Customer Service Related QoS Parameters
Customer Service
Application of
adjustment to Percentag
Resolutio Acces
customer’s account e of calls Termination/
n of sibilit Refund of deposits
Billing within one week from answered closure of
billing/ y of within 45 days of
and the date of resolution by the service within
S Quarter charging call closure of service
charging of billing and operators seven working
N / complaint centre or non-
complaint charging complaints (voice to days of receipt
o Month s within / provisioning of
s or rectification of voice) of customer’s
four custo service
faults or rectification within 90 request
weeks mer
of significant network seconds
care
outage, as applicable
≥
≤ 0.1% 100% 100% ≥ 95% 100% 100%
95%
1
2
3
4
.
.RG-29/(1)/2025-QoS I/36034/2025
C. Offered typical download/ upload speed and 80 th percentile measured download/ upload speed for different tariff
offerings
80th percentile 80th percentile
Offered typical
value of download Offered typical value of upload
Quarter/ download
S No Name of Tariff offerings speed measured in upload speed speed measured
Month speed (In
test samples (In (In Mbps) in test samples
Mbps)
Mbps) (In Mbps)
1
2
3
4
5
6
7
8
9
10
11
12
.
.
.
.RG-29/(1)/2025-QoS I/36034/2025
Appendix-V
Performance with respect to the benchmark of Quality of Service parameters for Access service (Wireline)
for __________________ LSA
Point of
Service
Fault Repair Intercon Customer Service
Provisioning
nection
Provision of Fault Fault Fault Mean Point of Billin Resoluti Application of Percent Terminatio Refund of
a service inciden repair repair Time to Intercon g and on of adjustment to Accessibil age of n/ closure deposits
within 7 ces by withi Repair nection charg billing/ customer’s account ity of call calls of service within 45
working (No .of next n (MTTR) (POI) ing chargin within one week centre/ answer within days of
days of faults worki three Congesti comp g from the date of customer ed by seven closure of
S. payment of per 100 ng worki on (90th laints complai resolution of billing care the working service or
No. Quarter demand subscri day ng percentil nts and charging operato days of non-
note by the bers) days e value) within complaints or rs receipt of provisioning
customer four rectification of (voice customer’s of service
weeks faults or to request
rectification of voice)
significant network within
outage, as 90
applicable second
s
≥ ≥ ≤ 10 ≤
≥ 98% ≤ 5 ≤ 0.5% 100% 100% ≥ 95% ≥ 95% 100% 100%
85% 99% hrs 0.1%
1
2
3
4
5
.
.RG-29/(1)/2025-QoS I/36034/2025
Appendix-VI
Performance with respect to the benchmark of Quality of Service parameters for Broadband (Wireline) Service
for __________________ Service Area
A. Performance against QoS Parameters
Service
Provisionin Broadband Service Performance Fault Repair Customer Service
g
Application
Maximu
of
m
adjustment
Bandwid
to Refund
th
customer’s of
utilizatio
Faul Resolu account Percenta Terminati deposit
n of any
Provision of t tion of within one ge of on/ s
Custome Acce
a service Fault Fault repa billing week from calls closure of within
r Billing ssibil
S Quarte within 7 incidenc repai ir / the date of answere service 45
Pack serving and ity of
No r working es (No. r by with chargi resolution of d by the within days of
Latenc et node to Jitte chargi call
days of of faults next in ng billing and operator seven closure
y Drop ISP r ng centr
payment of per 100 worki thre compl charging s (voice working of
Rate Gateway compl e/
demand subscrib ng e aints complaints to voice) days of service
Node aints custo
note by the ers) day wor within or within receipt of or non-
[Intra- mer
customer king four rectification 90 customer’ provisi
network care
days weeks of faults or seconds s request oning
] or
rectification of
Internet
of significant service
Exchang
network
e Point
outage, as
Link(s)
applicable
≥ 98% ≤ 50 ≤ 1% ≤ 80% ≤ 40 ≤ 5 ≥ ≥ ≤ 100% 100% ≥ ≥ 95% 100% 100%
msec mse 85% 99% 0.1% 95%
c
1
2
3
4
5
6
7
8
.RG-29/(1)/2025-QoS I/36034/2025
B. Offered typical download/ upload speed and 90 th percentile measured download/ upload speed for different tariff
offerings
90th percentile 90th percentile
Offered typical
value of download Offered typical value of upload
download
Quarter Name of Tariff offerings speed measured in upload speed speed measured
S No speed (In
test samples I(n (In Mbps) in test samples
Mbps)
Mbps) (In Mbps)
1
2
3
4
5
6
7
8
9
10
11
12
.
.
.
.