Operator Name

Circle / Service Area

1.1 Network Availability

"BTSs accumulated downtime" shall basically measure the downtime of
BTSs Accumulated downtime the BTSs,including its transmission links/circuits during the period of a
month,but excludes all planned service downtime for any maintenance
or software upgradation.For this parameter the downtime of each BTS
“Percentage
lasting for moreof worst
than 1affected BTSsindue
hr at a time to during
a day downtime” the down
the period of atime of
month
%age Worst affected BTSs due each
shall be BTS
takenlasting for more than 1 hour at a time in a day during the
for computation.
to downtime period of a month shall be recorded and wherever the accumulated
downtime of a BTS during the period of a month exceeds 24 hours the
said BTS shall be taken as worst affected BTS for computation.
Data Source OMC generated data only.
Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data of period: Month of Audit

Total no. of BTSs in Sum of downtime of [(Sum of downtime of No. of BTSs having (No of BTSs having
the licensed service BTSs in a month in BTSs in a month in hrs)/ accumulated downtime accumulated
area hours i.e. total (24*no of days in the of >24 hours in a month downtime of >24hrs
outage time of all month*no of BTSs in the in a month/Total no
Sl. No. BTS details BTSs in hours during network in the licensed of BTSs in the
a month service area)]*100 licensed service
area)*100

Benchmarks: <= 2 % Benchmarks: <= 2 %

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

1.2
Data Source OMC generated data only.
Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data obtained during 3 days live performance Data of period: Month ofAudit
No of Calls Attempted No of Established Calls CSSR No of Calls Attempted No of Established Calls CSSR
Sl. No. BSC Details
(No of established Calls (No of established Calls
/ No of Attempted / No of Attempted Calls)
Calls)
Benchmarks: > 95% Benchmarks: > 95%

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
 Operator Name
Circle / Service Area

1.3 Blocked Call : "Blocked call means call that is not connected because there is no free channel in radio access network of cellular mobile service provider to serve a call attempt"

Data Source OMC generated data only.

Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data obtained during 3 days live performance Data of period: Month of Audit
Equipped Capacity Total traffic handled
Sl. No. BSC Details Total nos of BTS SDCCH congestion TCH congestion SDCCH congestion TCH congestion
of network in erlang in TCBH in erlang No of Attempted No of Attempted
SDCCH Attempts TCH Attempts SDCCH Attempts TCH Attempts
Calls Benchmarks: < =1% Benchmarks: <= 2% Calls Benchmarks: <= 1% Benchmarks: <= 2%

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

1.4 Call Drop Rate:Call Drop Rate as “The percentage of calls which, once they have been correctly established and therefore have an assigned traffic channel, are
interrupted prior to their normal completion by the user, the cause of the early termination being within the operator’s network”

Data Source OMC generated data only.

Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data obtained during 3 days live performance Data of period: Month of Audit

Call Drop Rate Call Drop Rate

Sl. No. MSC Details BSC Details
Established (The total no of dropped calls*100)/Total Established (The total no of dropped calls*100)/Total
Dropped calls no of calls successfully established Dropped calls no of calls successfully established
calls calls
(where traffic channel is allotted) (where traffic channel is allotted)
Benchmarks : ≤ 2% Benchmarks :≤2%

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

1.5 Worst affected cells having more than 3% TCH drops (Call drop rate)

Data Source OMC generated data only.

Measurement Period Cell Bouncing Busy Hour (CBBH)
Observation Period

Data obtained during 3 days live performance Data of period: Month of Audit
%age of cells having more than %age of cells having more than
3% TCH drop Total No. of cells 3% TCH drop
Sl. No. BSC Details BTS Detail Cells Detail Total No. of cells
exceeding 3% (No of cells having call drop rate >3% exceeding 3% (No of cells having call drop rate >3%
TCH drop (call during CBBH in a month*100)/Total no of TCH drop (call during CBBH in a month*100)/Total no
cells in the licensed service area of cells in the licensed service area
drop) in CBBH drop)
Benchmark ≤5% Benchmark ≤5%

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Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

1.6 Percentage of connections with good voice quality

Data Source System generated data only.

Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data obtained during 3 days live performance Data of period: Month of Audit

Connection with Connection with % Connection with Connection with Connection % Connection with good
good quality good quality voice good quality voice good quality with good quality voice
voice (with frequency voice quality voice
Sl. No. MSC Details BSC Details (w/o frequency hopping) in Nos. (w/o frequency (with frequency
Call hopping) in Nos. Call hopping) in hopping) in
Established Established Nos. Nos.

Benchmark Scale Benchmark Benchmark > 95 % Benchmark Benchmark Benchmark > 95 %

:0-4 Scale : 0 - 5 Scale : 0 - 4 Scale : 0 - 5

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

1.7 Service Coverage

Data Source Drive Test

Measurement Duration Live measurement
Observation Period

Data obtained during 3 days live performance

Data obtained from drive test Connection with good Connection with good % Connection with
Drive Test Route quality voice quality voice good quality voice
Sl. No. (Name of places BSC Details Coverage Area (w/o frequency hopping) (with frequency hopping) Hand
Call Blocked Drop
covered) CSSR over HOSR
In Door: In Vehicle: Out Door: Benchmark Scale : 0 - 4 Benchmark Scale : 0 - 5 Benchmark > 95 % Attempts Calls Calls
success
>= -75 dBm >= - 85 dBm >= - 95 dBm

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Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

1.8 POI Congestion

Data Source OMC-S

Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data obtained during 3 days live performance Data of period: Month of Audit
Total Nos VLR Data
Augmentin Total
Total no Name of POI of Circuits Capacity OG Traffic OG Traffic Subscriber
MSC/ g full Name of the Total Traffic Name of the
of (Complete Name) in that Total Traffic Failed on Failed on s in VLR at
Sl. No. GMSC utilised of Total OG Total OG Total OG POI on in Erlang as Total OG Total OG Total OG POI on
working against each MSC particular POI POI end of the
Details capacity of Circuits in served on Call Successful Unsuccessf which per Call Successful Unsuccessf which
POIs (only out going) POI POI in month
the POI Erlang Attempts Calls ul Calls overflow Benchmark POI(column Attempts Calls ul Calls overflow Benchmark
( column C) Erlang
happens Scale : < 0.5 C) happens Scale : < 0.5
% %

Signature of Operator's Representative

Name
Designation
Operator Name
Circle / Service Area
Customer Care Details

2.1 Response time to the customer for assistance

Data Source Live Test calls to Customer Helpline

Measurement Period Time Consistent Busy Hour (TCBH)
Observation Period

Data obtained during 3 days Data of period:

live performance month of Audit
Sl. No. Description Total No of Total No of % Total No of Call Total No of Call %
Call Call benchmark( Attempts during Completed benchmark( >=
Attempts Completed >=95%) TCBH during TCBH 95%)

(i) % age of calls answered

(electronically) :
Post Paid

Pre Paid

(ii) % age of calls answered by

operator (voice to voice):
Post Paid
Within 60 seconds

Pre Paid
Within 60 seconds
Operator Name
Circle / Service Area

3.1 Metering and Billing credibility

Data Source Billing System

Measurement Duration 1 Month
Observation Period

Post Paid Prepaid Pre Paid+Post Paid

Billing Total nos of Total no of Charging Total Pre No. of billing No. of period of applying
complaints prepaid complaints complaints paid+Post complaints (post paid) complaints credit/waiver/adjustme
per 100 bills customers relating to per 1000 paid and charging, credit/ disposed on nt to the customers
Total no of charging,credit & customers complains validity complaints (pre account of not account from the date
Sl. No. Total nos of Validity paid) resolved in favour considered as of resolutions of
disputed
bill Issued of the customer during valid complaints complaints
Bills
the month during the
Benchmarks Benchmarks month Benchmarks < = 1
< 0.1% < 0.1% week

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

3.2 % of billing complaints resolved within 4 weeks

Data Source Billing System

Measurement Period 1 Month
Observation Period

POST PAID PREPAID

No of Bills Nos of Billing Complaints % of billing complaints % of billing complaints Total No of Nos of Billing Nos of Billing % of billing complaints % of billing complaints
Sl. No.
Generated Received resolved within 4 weeks resolved beyond 4 weeks subscriber Complaints Received Complaints Received resolved within 4 weeks resolved beyond 4 weeks
Benchmarks:100% Benchmarks:100%

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
Operator Name
Circle / Service Area

3.3

Data Source Billing System

Measurement Period 1 Month
Observation Period
Post+Pre paid
Nos. of Termination/
Sl. No. Termination/ closure of Nos of Nos of
Total nos. of Nos of
closure of service Refund Refund
closure of Refund
service beyond 7 within 60 beyond 60
service cases
within 7 days days days days

Signature of Operator's Representative

Name
Designation

TCIL Remarks

Signature of TCIL's Representative

Name
Designation
 Customer helpline related Report for the quarter ending……………….
(Cellular Mobile Telephone Service)
Name of Service Provider……… …………………… Name of Service
Area ------------------------------

S. No. Call Centre Nodal Officer Appellate Authority

Total Total Total No. of %age of Total No. of %age of
Complaints Complaints complaints complaints appeals appeal
for Post for Pre paid received by with reference received by received with
paid ( Tech + No the Nodal to total no. of the Appellate reference to
( Tech + No Tech) Officer(s) complaints Authority total no. of
Tech) received at complaints
the Call received by
Centre the Nodal
Officeer

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