The Telecom Regulatory Authority of India (TRAI)
has asked broadband service providers to pay monetary
compensation to consumers for any delay in correcting
faults or providing connections after taking an upfront
has fixed a minimum credit of Rs10 a day to the customer
in all cases where payment towards installation charge
and security deposit is taken and the broadband connection
is not provided within 15 working days.
correcting faults or repairs, TRAI said, if these
are not done within three working days, the operator
should pay a rebate equivalent to seven days of minimum
monthly charge. ISPs that take advance payment for
a new connection must also ensure that it works for
over 90 per cent of the time every quarter, and over
98 per cent beginning September 2007.
addition, the speed of the connection must immediately
be over 80 per cent of the speed a subscriber is paying
for, and ISPs are also not to run a "congested''
broadband network, without providing for additional
broadband to help them meet the above criteria.
has decided that over 90 per cent of the customers
of an ISP must be "satisfied" with the service
over a quarter. In addition, more than 90 per cent
of customers must also be satisfied with the billing
and customer service quality provided. Any shortfalls
will reflect in TRAI's quarterly rating of the ISPs.
directives follow the increasing number of consumer
complaints about deficiency in broadband service and
lack of a proper mechanism to redress grievances.
With the number of broadband
connections growing from 50,000 in 2004 to over 1.7
million in August 2006, the number of complaints about
service quality has also been rising.