AUDIT & ASSESSMENT OF QUALITY OF SERVICE CELLULAR MOBILE TELEPHONE SERVICE (CMTS)

(JULY TO SEPTEMBER 2016)

NORTH ZONE – UP EAST CIRCLE

PREPARED BY:

PHISTREAM CONSULTING PRIVATE LIMITED (An ISO – 9001:2008 Certified Company) Office: C – 56A/5, First Floor, Sector – 62, Noida ● Telephone: +91-120-644-7778 ● Email: [email protected]

TABLE OF CONTENTS

1. INTRODUCTION ...... 7 1.1. ABOUT TRAI ...... 7 1.2. ABOUT PHISTREAM CONSULTING PRIVATE LIMITED ...... 7 1.3. OBJECTIVES ...... 7 1.4. COVERAGE ...... 8 1.5. SSA LIST ...... 9 1.6. FRAMEWORK USED ...... 10

2. PMR REPORTS ...... 11 2.1. MONTHLY PMR ...... 12 2.2. AUDIT PARAMETER: NETWORK ...... 13 2.3. DATA EXTRACTION POINTS ...... 13 2.4. AUDIT PROCEDURE ...... 14 2.5. NETWORK CALCULATION METHODOLOGY ...... 15 2.6. 3G VOICE ...... 16 2.7. 2G & 3G WIRELESS ...... 18

3. 3 DAYS LIVE DATA ...... 19 3.1. TCBH: SIGNIFICANCE AND SELECTION METHODOLOGY ...... 19 3.2. CBBH: SIGNIFICANCE AND SELECTION METHODOLOGY ...... 20

4. CUSTOMERSERVICE PARAMETERS ...... 21 4.1. AUDIT PARAMETERS: CUSTOMER SERVICE...... 21 4.2. CALCULATION METHODOLOGY: CUSTOMER SERVICE PARAMETER ...... 22 4.3. LIVE CALLING: SIGNIFICANCE AND METHODOLOGY ...... 23 4.4. BILLING COMPLAINTS ...... 23 4.5. SERVICE COMPLAINTS REQUESTS ...... 24 4.6. LEVEL 1 ...... 24 4.7. PROCESS TO TEST LEVEL 1 SERVICE ...... 24 4.8. CUSTOMER CARE ...... 26 4.9. INTER OPERATOR CALL ASSESSMENT ...... 26

5. DRIVE TEST: SIGNIFICANCE AND METHODOLOGY ...... 27 5.1. OPERATOR ASSISTED DRIVE TEST ...... 27 5.2. INDEPENDENT DRIVE TEST ...... 28 5.3. PARAMETERS EVALUATED DURING DRIVE TEST ...... 29

6. EXECUTIVE SUMMARY ...... 30 6. GENERAL INFORMATION ...... 31 6.1. OPERATORS COVERED & ACTIVE SUBSCRIBER BASE ...... 31 6.2 . SWITCHES/BSC/BTS DETAILS OF SERVICE PROVIDERS: ...... 31

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6.3. BUSY HOUR OF VARIOUS SERVICE PROVIDERS: ...... 32 6.4. AUDIT SCHEDULE...... 33 6.5. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – JULY 2016 MONTH ...... 34 6.6. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – AUGUST 2016 MONTH ...... 34 6.7. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – SEPTEMBER 2016 MONTH ...... 34 6.8. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR QE – SEPTEMBER 2016 ...... 35 6.9. 2G VOICE 3 DAYS LIVE DATA ...... 36 6.10. 2G VOICE 3 DAYS LIVE DATA: JULY ...... 36 6.11. 2G VOICE 3 DAYS LIVE DATA: AUGUST ...... 36 6.12. 2G VOICE 3 DAYS LIVE DATA: SEPTEMBER ...... 36 6.13. 2G 3 DAYS LIVE DATA: CONSOLIDATED...... 37 6.14. 3G VOICE PMR: JULY ...... 38 6.15. 3G VOICE PMR: AUGUST ...... 38 6.16. 3G VOICE PMR: SEPTEMBER ...... 39 6.17. 3G VOICE PMR: CONSOLIDATED ...... 39 6.18. 3G VOICE 3 DAYS LIVE DATA: JULY ...... 40 6.19. 3G VOICE 3 DAYS LIVE DATA: AUGUST ...... 40 6.20. 3G VOICE 3 DAYS LIVE DATA: SEPTEMBER ...... 41 6.21. 3G VOICE 3 DAYS LIVE DATA: CONSOLIDATED ...... 41 6.22. 2G WIRELESS DATA: JULY ...... 42 6.23. 2G WIRELESS DATA: AUGUST ...... 42 6.24. 2G WIRELESS DATA: SEPTEMBER ...... 42 6.25. 2G WIRELESS DATA: CONSOLIDATED ...... 43 6.26. 2G WIRELESS 3 DAYS LIVE DATA: JULY ...... 44 6.27. 2G WIRELESS 3 DAYS LIVE DATA: AUGUST ...... 44 6.28. 2G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER ...... 44 6.29. 2G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED ...... 45 6.30. 3G WIRELESS DATA: JULY ...... 46 6.31. 3G WIRELESS DATA: AUGUST ...... 46 6.32. 3G WIRELESS DATA: SEPTEMBER ...... 47 6.33. 3G WIRELESS DATA: CONSOLIDATED ...... 47 6.34. 3G WIRELESS 3 DAYS LIVE DATA: JULY ...... 48 6.35. 3G WIRELESS 3 DAYS LIVE DATA: AUGUST ...... 48 6.36. 3G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER ...... 49 6.37. 3G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED ...... 49

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6.38. POI CONGESTION: JULY ...... 50 6.39. POI CONGESTION: AUGUST ...... 50 6.40. POI CONGESTION: SEPTEMBER ...... 50 6.41. POI CONGESTION: CONSOLIDATED ...... 51

7. CUSTOMER SERVICE DELIVERY ...... 53 7.1. QUARTERLY CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR MOBILE SERVICES (JULY TO SEPTEMBER - 2016 MONTHS AUDITED DATA) 53 7.2. 3 DAY LIVE CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR MOBILE SERVICES (JULY TO SEPTEMBER - 2016 MONTHS AUDITED DATA) 54

8. CUSTOMER SERVICE DELIVERY (SUMMARY) ...... 55 9. LIVE CALLING ASSESSMENT: ...... 57 9.1. INTER OPERATOR CALLS ASSESSMENT: ...... 57

10. CUSTOMER CARE / HELPLINE ASSESSMENT & BILLING COMPLAINTS: ...... 58 11. LEVEL -1 CALLING ASSESSMENT: ...... 59 12. OPERATOR ASSISTED DRIVE TEST ...... 70 12.1. ROUTE COVER MAP: JHANSI SSA: DAY 1 ...... 73 12.2. ROUTE MAP: JHANSI SSA: DAY 2 ...... 73 12.3. ROUTE MAP: JHANSI SSA: DAY 3 ...... 74 12.4. DRIVE TEST OUTCOME ...... 74 12.5. ROUTE COVER MAP: BARABANKI SSA: DAY 1 ...... 75 12.6. ROUTE MAP: BARABANKI SSA: DAY 2 ...... 75 12.7. ROUTE MAP: BARABANKI SSA: DAY 3 ...... 76 12.8. DRIVE TEST OUTCOME ...... 76 12.9. ROUTE COVER MAP: HARDOI SSA: DAY 1 ...... 77 12.10. ROUTE MAP: HARDOI SSA: DAY 2 ...... 77 12.11. ROUTE MAP: HARDOI SSA: DAY 3 ...... 78 12.12. DRIVE TEST OUTCOME ...... 78 12.13. ROUTE COVER MAP: ALLAHABAD SSA: DAY 1 ...... 79 12.14. ROUTE MAP: ALLAHABAD SSA: DAY 2 ...... 79 12.15. ROUTE MAP: ALLAHABAD SSA: DAY 3 ...... 80 12.16. DRIVE TEST OUTCOME ...... 80 12.17. ROUTE COVER MAP: VARANASI SSA: DAY 1 ...... 81 12.18. ROUTE MAP: VARANASI SSA: DAY 2 ...... 81 12.19. ROUTE MAP: VARANASI SSA: DAY 3 ...... 82 12.20. DRIVE TEST OUTCOME ...... 82

13. BLOCK SCHEMATIC DIAGRAM ...... 83 13.1. ERICSSON ...... 83

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13.2. NSN ...... 84 13.3. HUAWEI ...... 85

14. ABBREVIATIONS ...... 86 15. ANNEXURE ...... 87 15.1. 2G VOICE PMR DATA: CONSOLIDATED ...... 87 15.2. 3G VOICE PMR: CONSOLIDATED ...... 87 15.3. BILLING AND CUSTOMER CARE ...... 89 15.4. 2G-PMR COMPARISON (TSP VS. AUDIT AGENCY): NETWORK PARAMETERS ...... 91 15.4.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE AREA ..... 91 15.4.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH ...... 92 15.4.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK) ...... 94 15.4.4. SDDCH/PAGING CHL. CONGESTION ...... 95 15.4.5. TCH CONGESTION ...... 96 15.4.6. CALL DROP RATE (%AGE) ...... 97 15.4.7. WORST AFFECTED CELL HAVING MORE THAN 3% TCH DROP ...... 97 15.4.8. %AGE OF CONNECTION WITH GOOD VOICE QUALITY ...... 99 15.5. 3G-PMR COMPARISON (TSP VS. AUDIT AGENCY): 3G NETWORK PARAMETERS ...... 99 15.5.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE AREA ... 100 15.5.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH ...... 102 15.5.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK) ...... 103 15.5.4. RRC CONGESTION ...... 104 15.5.5. RAB CONGESTION ...... 104 15.5.6. CIRCUIT SWITCHED VOICE DROP RATE ...... 106 15.5.7. WORST AFFECTED CELLS HAVING MORE THAN 3% CIRCUIT SWITCHED VOICE DROP RATE 107 15.5.8. PERCENTAGE OF CONNECTIONS WITH GOOD CIRCUIT SWITCHED VOICE QUALITY ..... 108 15.6. PMR COMPARISON (TSP VS. AUDIT AGENCY): CSD PARAMETERS ...... 109 15.6.1. POSTPAID SUBSCRIBERS ...... 110 15.6.2. PREPAID SUBSCRIBERS ...... 111 15.6.3. %AGE COMPLAINTS RESOLVED WITHIN 4 WEEKS ...... 112 15.6.4. %AGE COMPLAINTS RESOLVED WITHIN 6 WEEKS ...... 113 15.6.5. %AGE OF WHERE CREDIT/WAIVER IS RECEIVED WITHIN ONE WEEK ...... 114 15.6.6. %AGE OF CALLS ANSWERED BY THE IVR ...... 115 15.6.7. %AGE OF CALL ANSWERED BY THE OPERATORS ( VOICE TO VOICE) WITHIN 90 SECONDS 116 15.6.8. % OF TERMINATION/ CLOSURE OF SERVICE WITHIN 7 DAYS (100 %) ...... 116

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15.6.9. CLEARED OVER A PERIOD OF <60 DAYS (100%) ...... 118

12 KEY FINDINGS ...... 119 16.1. 2G VOICE PMR - CONSOLIDATED ...... 119 16.2. 3G VOICE PMR - CONSOLIDATED ...... 119 16.3. BILLING AND CUSTOMER CARE ...... 119

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1. INTRODUCTION 1.1. ABOUT TRAI

TRAI's mission is to create and nurture conditions for growth of telecommunications in the country in a manner and at a pace that will enable India to play a leading role in the emerging global information society. One of the main objectives of TRAI is to provide a fair and transparent policy environment which promotes a level playing field and facilitates fair competition.

In pursuance of above objective, TRAI has been issuing regulations, order and directives to deal with the issues or complaints raised by the operators as well as the consumers. These regulations, order and directives have helped to nurture the growth of multi operator multi service - an open competitive Junket from a government owned monopoly. Also, the directions, orders and regulations issued cover a wide range of subjects including tariff, interconnection and quality of service as well as governance of the Authority.

TRAI initiated a regulation - The Standard of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service regulations, 2009 (7 of 2009) dated June 20, 2009 and Quality of Service of Broadband Service Regulations, 2006 (11 of 2006) dated April 6, 2006 that provide the benchmarks for the parameters on customer perception of service to be achieved by service provider.

In order to assess the above regulations, TRAI has commissioned a third party agency to conduct the audit of the service providers and check the performance of the operators on the various benchmarks set by Telecom Regulatory Authority of India (TRAI).

1.2. ABOUT PHISTREAM CONSULTING PRIVATE LIMITED

Phistream Consulting Private Limited is an ISO:9001 certified company who are one of the pioneers in the field of technical audit, quality assurance and third party inspection services. Established more than a decade ago in 2004, we aspire to provide longer term savings based on year-on-year productivity. With our size, we are nimble and aspire to being a full service partner for providing consultancy services.

We have been helping our clients by determining the best solutions and enabling businesses to enjoy the benefits of top-notch support without distracting their team from the main business focus. Our business analysts have enough experience to get involved at the requirements gather stage through consulting work handing off a detailed requirements document to our operations staff who in turn can train our support and maintenance resources for ongoing engagement.

In keeping with our goal of being a one stop quality assurance and consulting partner, our specialists employ a strategy and consulting-based implementation methodology and capitalize on strong program governance to offer a wide range of services for various industry verticals. 1.3. OBJECTIVES

The primary objective of the Audit module is to:  Audit and Assess the Quality of Services being rendered by Basic Cellular Mobile (Wireless) service against the parameters notified by TRAI. (The parameters of Quality of Services (QoS) have been specified by in the respective regulations published by TRAI).  This report covers the audit results of the audit conducted for Cellular Mobile (Wireless) services in UP East circle.

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1.4. COVERAGE

The audit was conducted in UP East Circle covering all SSAs (Secondary Switching Areas).

Image Source: Map of India

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1.5. SSA LIST

S. No. Circle SSA Name 1 UPE Allahabad 2 UPE Azamgarh 3 UPE Bahraich 4 UPE Barmer 5 UPE Ballia 6 UPE Banda 7 UPE Barabanki 8 UPE Basti 9 UPE Deoria 10 UPE Etawah 11 UPE Faizabad 12 UPE Farrukhabad 13 UPE Fatehpur 14 UPE Ghazipur 15 UPE Gonda 16 UPE Gorakhpur 17 UPE Hamirpur 18 UPE Hardoi 19 UPE Jaunpur 20 UPE Jhansi 21 UPE Kanpur 22 UPE Lakhimpur kheri 23 UPE Lucknow 24 UPE Mainpuri 25 UPE Mirzapur 26 UPE Orai 27 UPE Pratapgarh 28 UPE Raibareilly 29 UPE Sahjahanpur 30 UPE Sitapur 31 UPE Sultanpur 32 UPE Unnao 33 UPE Varansi

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1.6. FRAMEWORK USED

Audit Activities

Wireline & CSD Audit Inter Operator PMR Reports Drive Test Broadband (Quarterly ) Call Assessment (Quarterly )

Operator Monthly PMR Billing Complain Billing Complain Assisted

3 Days Live Data Independent Service request Service Request

Level 1 Level 1 Service Customer Service Service/Inter Operator

Customer Service

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2. PMR REPORTS

Significance and methodology: PMR or Performance Monitoring Reports are generated to assess the various Quality of Service parameters involved in the mobile telephony service, which indicate the overall health of service for an operator.

The TSP is intimated about the audit schedule in advance and accordingly the auditor visits the TSP premises to conduct the audit

Raw Data is extracted from the operator’s NOC/OMCR/call centre/billing centre etc. by the auditor with assistance from the operator personnel in order to generate PMR reports (Network/ Billing/ Customer Service etc.)

Calculations are done to generate new PMR from the RAW data

Hard copy of the PMR is duly signed by the auditor and competent authority from operator end.

The PMR report for network parameters is taken for each month of the audit quarter and is extracted and verified in the first week of the subsequent month of the audit month. For example, Sep 2016 audit data was collected in the month of Oct 2016.

The PMR report for customer service parameters is extracted from Customer Service Centre and verified once every quarter in the subsequent month of the last month of the quarter. For example, data for quarter ending Sep 2016 was collected in the month of Oct 2016.

The raw data extracted from operator’s systems is used to create PMR in the following three formats:

 Monthly PMR (Network Parameters)  3 Day Live Measurement Data (Network Parameters)  Customer Service Data

Let us understand these formats in details.

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2.1. MONTHLY PMR

This involved calculation of the various Quality of Service network parameters through monthly Performance Monitoring Reports (PMR). The PMR reports were generated from the data extracted from operator’s systems by the auditor with the assistance of the operator at the operator’s premises for the month of July, August and September 2016. The performance of operators on various parameters was assessed against the benchmarks.

Parameters includes:

Network Availability

• BTS accumulated downtime • Worst affected BTS due to downtime

Connection Establishment (Accessibility)

• Call Set Up success Rate (CSSR)

Network Congestion Parameters

• SDCCH/Paging Channel Congestion • TCH Congestion • Point of Interconnection

Connection Maintenance

• Call Drop rate • Worst affected cells having more than 3% TCH drop

Voice Quality

• % Connections with good voice quality

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2.2. AUDIT PARAMETER: NETWORK

Let us now look at the various parameters involved in the audit reports.

2.3. DATA EXTRACTION POINTS

The data is extracted from a terminal/computer connected to OMCR & OSS on the operator network.

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2.4. AUDIT PROCEDURE

Tender document and latest list of licencees as per TRAI is taken as a reference document for assimilating the presence of operators. All the wireless operators are then informed about the audit schedule

Audit formats and schedule is shared with the operators in advance. Details include day of the visit and date of 3 day data collection and other

requirements.

Auditors visit the operator's server/exchange/central

NOC to extract data from operator's systems.

Operator personnel assist the auditor in extraction

process.

The extracted data is validated and verfied by the Auditors.

Auditors then prepare a PMR report from the extracted data with assistance from the operator.

Extracted data is calculated as per the counter details provided by the operators. The details of counters have been provided in the report. The calculation methodology for each parameter has been stated in the table given below:

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2.5. NETWORK CALCULATION METHODOLOGY

Parameter Calculation Methodology Sum of downtime of BTSs in a month in hours i.e. BTS Accumulated Downtime total outage time of all BTSs in hours during a month / (24 x Number of days in a month x Number of BTSs in the network in licensed service area) x 100 (Number of BTSs having accumulated downtime greater than 24 hours in a month / Number of BTS Worst Affected BTS Due to Downtime in Licensed Service Area) * 100 Call Setup Success Rate (Calls Established / Total Call Attempts) * 100 SDCCH / TCH Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An) SDCCH/ Paging Channel Congestion Where: A1 = Number of attempts to establish SDCCH / TCH made on day 1 C1 = Average SDCCH / TCH Congestion % on day 1 A2 = Number of attempts to establish SDCCH / TCH made on day 2 C2 = Average SDCCH / TCH Congestion % on day 2 An = Number of attempts to establish SDCCH / TCH Congestion TCH made on day n Cn = Average SDCCH / TCH Congestion % on day n POI Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An) Where: A1 = POI traffic offered on all POIs (no. of calls) on day 1 C1 = Average POI Congestion % on day 1 POI Congestion A2 = POI traffic offered on all POIs (no. of calls) on day 2 C2 = Average POI Congestion % on day 2 An = POI traffic offered on all POIs (no. of calls) on day n Cn = Average POI Congestion % on day n Call Drop Rate Total Calls Dropped / Total Calls Established x 100

Worst Affected Cells having more than 3% Total number of cells having more than 3% TCH drop during CBBH/ Total number of cells in the LSA x 100 TCH drop No. of voice samples with good voice quality / Total Connections with good voice quality number of samples x 100

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2.6. 3G VOICE

S. Name of Definition Formula Benchmark No. Parameter 1 Network Availability Total no. of Node Total no. of Node B's a. B's in LSA Licensed in LSA When all the sector(s) of a Node B's are Total downtime of b. down for > 60 minutes all Node B's at an instant in a whole day No. of Node B's having accumulated downtime of >24 hours in a month Node B'ss having No. of Worst c. more than 24 hours of ((No. of Node B's having Accumulated <=2% Affected Node B's Downtime in 3 Days Downtime of > 24 hrs in a month) / Total no. of BTSs in the licensed service area)*100

Total no. of Node B's in the Licensed Service Area

Sum of downtime of Node B's in a Node B's Node B's downtime month in hours i.e. total outage time of d. accumulated more than 24 hr in 3 all Node B's in hours in a month <=2% downtime days [(Sum of downtime of Node B's in a month in hrs)/(24* no. of days in the month*no. of Node B's in the licensed service area)]*100

2 Connection Establishment (Accessibility)

Total No. of Voice Call Attempts

It is the % of total no. Total No. of Voice Call Establishment Call Setup of call established to a. >=95% Success Rate: the total no. of call attempt CSSR (Call Setup Success Rate = (Total No. of Voice Call Attempts/ Total No. of Voice Call Establishment)*100)

RRC Attempts (RRC Connection RRC Congestion rate Access) (A) is the % of Total No. b. RRC Congestion: of RRC Failed Calls to RRC Failed (RRC Connection Access <=1% the Total no. of RRC Failed) (B) Assigned Calls RRC Congestion (%) [B/A]*100

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RAB Attempts (RAB Setup Access) (C) RAB Congestion rate is the % of Total No. c. RAB Congestion: of RAB Failed Calls to RAB Failed (RAB Setup Access Failed) <=2% the Total no. of RAB (D) Assigned Calls RAB Congestion (%) [D/C]*100

3 Connection Maintenance (Retainability)

It is the % of total no. Total Established Calls (A) Circuit Switched of Dropped Calls to a. <=2% Voice Drop Rate the total no. of Calls Calls Dropped after Establishment (B) Established Call Drop Rate [B/A]*100 Total No. of Cells (Sector)

Total No. of Cells exceeding 3% Circuit Switched Voice Drop Rate in CBBH Worst It is the % of total no. (Cell Bouncing Busy Hour) affectedcells of Cells having > 3% having more than b. Circuit Switched Voice <=3% 3% Circuit drop to the total no. % of cells having more than 3% Circuit Switched Voice cells Switched Voice Drop Rate [(No. of Drop Rate: cells having Circuit Switched Voice Drop Rate > 3% during CBBH in 31 days*100) / Total no. of cells in the licensed service area]

Percentage of It can be defined as connections with the % of Good Voice Percentage of connection with Good c. Good Circuit Quality Samples to >=95% Circuit Switched Voice Quality Switched Voice the total No. of Quality Quality Samples 4 POI

Total No. of call attempts on POI

Total traffic served on all POIs (Erlang)

Total No. of circuits on all individual POIs Total No. of POI’s Total no. Of POI's in Month having which are exceeding Total number of working POI Service <=0.5% >=0.5% POI the POI congestion Area wise congestion more than 0.5 %. Capacity of all POIs No. of all POI’s having >=0.5% POI congestion Name of POI not meeting the benchmark (having >=0.5% POI congestion)

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2.7. 2G & 3G WIRELESS

Name of S. No. Definition Formula Benchmark Parameter Total No. of This refers to the activation of Subscribers for services after activation of the Service Activation (A) Within 4 SIM. This involves programming Hours with Service Activation/ the various databases with the Total Service 1 95% Provisioning customer's information and any Activations provided Success gateways to standard Internet within 4 Hours (B) Rate chat or mail services or any data Service Activation / services. Provisioning = (B/A) * 100 Total No. of PDP Context Activation Requests (from SGSN to GGSN) (A) PDP Context Activation Success Total No. of PDP PDP Context Rate is the ratio of total number Context Activation 2 Activation Success of successfully completed PDP >=95% Success (path created Rate context activations to the total b/w SGSN and GGSN) attempts of context activation (B) PDP Context Activation Success Rate =(B/A) *100 RNC originated PS Domain Iu Connection It measures the inability of Setup Success (A) Network to maintain a RNC originated PS 3 Drop Rate connection and is defined as the <=5% Domain Iu Connection ratio of abnormal disconnects Release (B) w.r.t. all disconnects. Drop Rate = (B/A) * 100

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3. 3 DAYS LIVE DATA

The main purpose of 3 day live measurement is to evaluate the network parameters on intraday basis. While the monthly PMR report provides an overall view of the performance of QoS parameters, the 3 day live data helps looking at intraday performance on the network parameters discussed earlier. All the calculations are done on the basis of that raw data of 3 days.

The 3 day live data provides a sample of 9 days in a quarter (3 days each month of a quarter) with hourly performance, which enables the auditor to identify and validate intraday issues for an operator on the QoS network parameters. For example, network congestion being faced by an operator during busy/peak hours.

Network related parameters were evaluated for a period of 3 days in each month. 3 day live audit was conducted for 3 consecutive weekdays for each month. The data was extracted from each operator’s server/ NOC etc. at the end of the 3rd day. The extracted data is then used to create a report (similar to PMR report) to assess the various QoS parameters.

3.1. TCBH: SIGNIFICANCE AND SELECTION METHODOLOGY

As per QoS regulations 2009 (7 of 2009), Time Consistent Busy Hour” or “TCBH” means the one hour period starting at the same time each day for which the average traffic of the resource group concerned is greatest over the days under consideration and such Time Consistent Busy Hour shall be established on the basis of analysis of traffic data for a period of ninety days.

Daywise RAW Data is fetched from the operator's OMCR and kept in readable format (preferably in MS- Excel). Data for a period of 90 days is used to identify TCBH.

90 Days period is Junided upon the basis of month of audit. For example, for the audit of June 2016, the 90 day period data used to identify TCBH would be the data of April, May & June 2016.

For each day, the hour in which average traffic of the resource group concerned is greatest for the day will be the 'Busy Hour' for the operator.

The model frequency of te busy hour is calculated for 90 days period and the hour with highest model frequency will beconsidered as TCBH for the operator.

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3.2. CBBH: SIGNIFICANCE AND SELECTION METHODOLOGY

As per QoS regulations 2009 (7 of 2009), Cell Bouncing Busy Hour (CBBH) means the one hour period in a day during which a cell in cellular mobile telephone network experiences the maximum traffic.

Step by step procedure to identify CBBH for an operator:

Daywise RAW Data is fetched from the operator's OMCR and kept in readable format (preferably in MS- Excel). Data for a period of 90 days is used to identify CBBH.

For each day the hour in which a cell in cellular mobile telephone network experiences maximum traffic for the day will be the 'Busy Hour' for the operator.

The model frequency of the busy hour is calculated for 90 days period and the hour with highest model frequency will be considered as CBBH for the operator.

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4. CUSTOMERSERVICE PARAMETERS

The data to generate PMR report for customer service parameters is extracted at the operator premises and verified once every quarter in the subsequent month of the last month of the quarter. For example, data for quarter ending September 2016 was collected in the month of October 2016. To extract the data for customer service parameters for the purpose of audit, auditors primarily visit the following locations/ departments/ offices at the operator’s end.

 Central Billing Center  Central Customer Service Center

The operators are duly informed in advance about the audit schedule.

The Customer Service Quality Parameters include the following:

 Metering and billing credibility (post-paid and prepaid)  Resolution of billing/charging complaints  Period of applying credit/waiver/adjustment to customer’s account  Response time to the customer for assistance  Termination/closure of service  Time taken for refund of security deposit after closures.

Most of the customer service parameters were calculated by averaging over the quarter; however billing parameters were calculated by averaging over one billing cycle for a quarter. All the parameters have been described in detail along with key findings of the parameter in the report.

The benchmark values for each parameter have been given in the table below.

4.1. AUDIT PARAMETERS: CUSTOMER SERVICE

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4.2. CALCULATION METHODOLOGY: CUSTOMER SERVICE PARAMETER

Parameter Calculation Methodology Total billing complaints received during the relevant Metering and billing credibility : Post-paid billing cycle / Total bills generated during the relevant billing cycle *100 Total charging complaints received during the Metering and billing credibility : Pre-paid quarter/ Total number of subscribers reported by the operator at the end of the quarter * 100

There are two benchmarks involved here:

Billing or Charging Complaints resolved in 4 weeks from date of receipt / Total billing or charging Resolution of billing/ charging complaints complaints received during the quarter) x 100 (Post-paid + Pre-paid)

Billing or Charging Complaints resolved in 6 weeks from date of receipt / Total billing or charging complaints received during the quarter) x 100

Number of cases where credit waiver is applied Period of applying credit waiver within 7 days/ total number of cases eligible for credit waiver * 100 Call centre performance IVR (Calling getting Number of calls connected and answered by connected and answered by IVR) IVR/ All calls attempted to IVR * 100

Call centre performance Voice to Voice = (Number of calls answered by operator within 90 seconds/ All calls attempted to connect to the Call centre performance (Voice to Voice) operator) * 100

The calculation excludes the calls dropped before 90 seconds

Number of closures done within 7 days/ total number Time taken for termination/ closure of service of closure requests * 100 Number of cases of refund after closure done within Time taken for refund for deposit after closures 60 days/ total number of cases of refund after closure * 100

July to September 2016 – UP East Circle 22

4.3. LIVE CALLING: SIGNIFICANCE AND METHODOLOGY

The auditor visits the operator premises for Live Calling. The operators provide the RAW data of customer complaints (billing and services) and also the list of customer service numbers to be verified through live calling

The auditor makes the live calls using operator SIM to a random sample of subscribers from the RAW data provided to verify the resolution of complaints

The auditor verifies the performance of call centre, level 1 services by calling the numbers using operator SIM. The list of call centre numbersis provided by the operator.

The auditors also make test calls to subscribers of other operators to assess the inter-operator call connectivity in the same licensed service area

Live calling activity was carried out during the period of QE Sep 2016. The data considered for live calling was for the month prior to the month in which the live calling activity was being conducted. In this case, data of Sep 2016 was considered for live calling activity conducted in Oct 2016. A detailed explanation of each parameter is explained below:

4.4. BILLING COMPLAINTS

Live calling is done to verify Resolution of billing complaints within stipulated time. The process for this parameter is stated below:

 Auditors request the operator provided the database of all the subscribers who reported billing complaints in one month prior to the auditor visit. In case of BSNL, data for the complaints from the subscribers belonging to the sample exchanges is requested specifically.  A sample of 10% or 100 complainants, whichever is less, is selected randomly from the list provided by operator.

Calls are made by auditors to the sample of subscribers to check and record whether the complaint was resolved within the timeframes as mentioned in the benchmark.

All the complaints related to billing as per clause 3.7.2 of QoS regulation of 20th June, 2015 were considered as population for selection of samples.

TRAI Benchmark: Resolution of billing/ charging complaints: 98% within 4 weeks, 100% within 6 weeks.

July to September 2016 – UP East Circle 23

4.5. SERVICE COMPLAINTS REQUESTS

“Service request” means a request made to a service provider by its consumer pertaining to his account, and includes:

 A request for change of tariff plan  A request for activation or deactivation of a value added service or a supplementary service or a special pack  A request for activation of any service available on the service provider’s network  A request for shift or closure or termination of service or for billing details

All the complaints other than billing were covered. A total of 100 calls per service provider for each service in licensed service area were done by the auditors.

4.6. LEVEL 1

Level 1 is used for accessing special services like emergency services, supplementary services, inquiry and operator-assisted services.

Level 1 Services include services such as police, fire, ambulance (Emergency services). Test calls were made from operator SIMs. A total of 150 test calls were made per service provider in the quarter.

While most of the Level 1 services are toll free, it has been observed that some Level 1 services may not be toll free. In July, August and September 2016, auditor has tried contacting the list of Level 1 services provided by TRAI as per the NNP (National Numbering Plan).

4.7. PROCESS TO TEST LEVEL 1 SERVICE

 During the operator assisted drive test, auditors ask the operator authorized personnel to make 5 calls in each SDCA on the Level 1 Service numbers provided by TRAI. The list contains a description of the numbers along with dialling code.

 Operators might also provide a list of L1 services. To identify emergency L1 service numbers, auditors check if there is any number that starts with code ‘10’ in that list. If auditors find any emergency number in addition to the below list, that number is also tested during live calling.

 On receiving the list, auditors verify it if the below given list of numbers are active in the service provider’s network.

 If there are any other additional numbers provided by the operator, auditors also do live calling on those numbers along with below list.

 If any of these numbers is not active, then we would write the same in our report, auditors write in the report.

 Post verifying the list, auditors do live calling by equally distributing the calls among the various numbers and update the results in the live calling sheet.

July to September 2016 – UP East Circle 24

Sr.No. Level-1 (Emergency) Helpline Number Details 1 100 Police 2 101 Fire 3 102 Ambulance 4 104 Health Information Helpline 5 108 Emergency and Disaster Management Helpline 6 138 All India Helpline for Passengers 7 149 Public Road Transport Utility Service 8 181 Chief Minister Helpline 9 182 Indian Railway Security Helpline 10 1033 Road Accident Management Service 11 1037 Public Grievance Cell DoT HQ as 'Telecom Consumer Grievance Redressal Helpline' 12 1056 Emergency Medical Services 13 106X State of the Art Hospitals - AIIMS 14 1063 Public Grievance Cell DoT Hq 15 1064 Anti-Corruption Helpline 16 1070 Relief Commission for Natural Calamities 17 1071 Air Accident Helpline 18 1072 Rail Accident Helpline 19 1073 Road Accident Helpline 20 1077 Control Room for District Collector 21 1090 Call Alert ( Crime Branch) 22 1091 Women Helpline 23 1097 National AIDS Helpline to NACO 24 1099 Central Accident and Trauma Services (CATS) 25 10580 Educational& Vocational Guidance and Counselling 26 10589 Mother and Child Tracking ( MCTH) 27 10740 Central Pollution Control Board 28 10741 Pollution Control Board 29 1511 Police Related Service for all Metro Railway Project 30 1512 Prevention of Crime in Railway 31 1514 National Career Service(NCS) 32 15100 Free Legal Service Helpline 33 155304 Municipal Corporations 34 155214 Labour Helpline 35 1903 Sashastra Seema Bal (SSB) 36 1909 National Do Not Call Registry 37 1912 Complaint of Electricity 38 1916 Drinking Water Supply 39 1950 Election Commission of India

July to September 2016 – UP East Circle 25

4.8. CUSTOMER CARE

Live calling is done to verify response time for customer assistance is done to verify the performance of call centre in terms of:

 Calls getting connected and answered by operator’s IVR.  % age of calls answered by operator / voice to voice) within 90 seconds: In 95% of the cases or more

The process for this parameter is stated below:

 Overall sample size is 100 calls per service provider per circle at different points of time, evenly distributed across the selected exchanges – 50 calls between 1100 HRS to 1400 HRS and 50 calls between 1600 HRS to 1900 HRS.  Time to answer the call by the operator was assessed from the time interviewer pressed the requisite button for being assisted by the operator.  All the supplementary services that have any kind of human intervention are to be covered here. It also includes the IVR assisted services.

4.9. INTER OPERATOR CALL ASSESSMENT

A total of 100 calls per service provider to all the other service providers in a licensed service area were done for the purpose of audit.

Inter Operator RCOM TTSL TTSL Call Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM Assessment

Aircel - 100% 100% 100% 100% 100% 100% 100% 100% Airtel 100% - 100% 100% 100% 100% 100% 100% 100% BSNL 100% 100% - 100% 100% 100% 100% 100% 100% Idea 100% 100% 100% - 100% 100% 100% 100% 100% RCOM GSM 100% 100% 100% 100% - 100% 100% 100% 100% Telenor 100% 100% 100% 100% 100% - 100% 100% 100% TTSL CDMA 100% 100% 100% 100% 100% 100% - 100% 100% TTSL GSM 100% 100% 100% 100% 100% 100% 100% - 100% VODAFONE 100% 100% 100% 100% 100% 100% 100% 100% -

July to September 2016 – UP East Circle 26

5. DRIVE TEST: SIGNIFICANCE AND METHODOLOGY

Drive test, as the name suggests, is conducted to measure the outdoor coverage in a moving vehicle in a specified network coverage area.

The main purpose of the drive test is to check the health of the mobile network of various operators in the area in terms of coverage (signal strength), voice quality, call drop rate, call set up success rate etc.

To assess the indoor coverage, the test is also conducted at two static indoor locations in each SSA, such as Malls, office buildings, shopping complexes, government buildings etc.

There are two types of drive test as mentioned below.  Operator Assisted Drive Test  Independent Drive Test

The main difference between the two is that in the operator assisted, operators participate in the drive test along with their hardware, software, phones etc. while in the independent drive test PhiStream conducts the drive test on solitary basis and uses its own hardware. Operators generally do not have any knowledge of the independent drive test being conducted.

5.1. OPERATOR ASSISTED DRIVE TEST

UP East circle consist of total 33 SSA’s and each SSA needs to be audit in the span of 12 months.

The methodology adopted for the drive test:  3 consecutive days drive test in each SSA. SSA would be defined as per DOT guidelines and month wise SSA list is finalized by regional TRAI office.  On an average, a minimum of 80 kilometres are covered each day  Route map was designed in such a way that all the major roads, highways and all the important towns and villages were covered as part of audit.  Special emphasis was given to those areas where the number of complaints received were on the higher side, if provided by TRAI.  The route is defined in a way that we cover maximum area in the SSA and try to cover maximum villages and cities within the SSA. The route is designed such that there is no overlap of roads and we can start from the point from where we had left last day (if possible).  The route was classified as – Within City, Major Roads, Highways, Shopping complex/ Mall and Office Complex/ Government Building  There were no fixed calls which we need to do for within city, major roads and highways, but a minimum of 30 calls in each route, i.e., within city, major roads and highways on each day. For indoors, 20 calls each for shopping and office complex each day preferably in relatively bigger city.  The drive test covered selected cities and adjoining towns/rural areas where the service provider has commenced service, including congested areas and indoor sites.  The drive test of each mobile network was conducted between 10 am and 8 pm on weekdays.  The Vehicle used in the drive tests was equipped with the test tool that automatically generates calls on the mobile telephone networks.  The speed of the vehicle was kept at around 30 km/hr.  The holding period of each test call was 120 seconds.  A test call was generated 10 seconds after the previous test call is completed.  Height of the antenna was kept uniform in case of all service providers.

July to September 2016 – UP East Circle 27

5.2. INDEPENDENT DRIVE TEST

The number of independent drive tests to be conducted and their locations are decided basis TRAI recommendation.

 A minimum of 80 kilometres was traversed during the independent drive test in a SSA. The SSA would be defined as per BSNL and SSA list will be finalized by regional TRAI office.

 Route map was designed in such a way that all the major roads, highways and all the important towns and villages were covered as part of audit.

 Special emphasis was given to those areas where the number of complaints received were on the higher side, if provided by TRAI.

 The route is defined in a way that we cover maximum area in the SSA and try to cover maximum villages and cities within the SSA. The route is designed such that there is no overlap of roads (if possible).

 The route was classified as – Within city, Major Roads, Highways, Shopping complex/ Mall and Office Complex/ Government Building

 There were no fixed calls which we need to do for within city, major roads and highways, but a minimum of 30 calls in each route, i.e., within city, major roads and highways on each day. For indoors, 20 calls each for shopping and office complex each day preferably in relatively bigger city.

 The drive test covered selected cities and adjoining towns/rural areas where the service provider has commenced service, including congested areas and indoor sites.

 The drive test of each mobile network was conducted between 10 am and 8 pm on weekdays.

 The Vehicle used in the drive tests was equipped with the test tool that automatically generates calls on the mobile telephone networks.

 The speed of the vehicle was kept at around 30 km/hr.

 The holding period of each test call was 120 seconds.

 A test call was generated 10 seconds after the previous test call is completed.

 Height of the antenna was kept uniform in case of all service providers.

July to September 2016 – UP East Circle 28

5.3. PARAMETERS EVALUATED DURING DRIVE TEST

The parameters which were captured during the drive test include. Below are the parameters which are captured for the GSM and CDMA operators.

 Coverage-Signal strength (GSM) . Total calls made (A) . Number of calls with signal strength between 0 to -75 dBm . Number of calls with signal strength between 0 to -85 dBm . Number of calls with signal strength between 0 to -95 dBm

 Coverage-Signal strength (CDMA) . Total Ec/Io BINS (A) . Total Ec/Io BINS with less than –15 (B) . Low Interference = [1 - (B/A)] x 100

 Voice quality (GSM) . Total RxQual Samples– A . RxQual samples with 0-5 value – B . %age samples with good voice quality = B/A x 100

 Voice quality (CDMA) . Total FER BINs (forward FER) – A . FER BINs with 0-2 value (forward FER) – B . FER BINs with 0-4 value (forward FER) – C . %age samples with FER bins having 0-2 value (forward FER) = B/A x 100 . %age samples with FER bins having 0-4 value (forward FER) = C/A x 100 . No. of FER samples with value > 4 = [A-C]

 Call setup success rate . Total number of call attempts – A . Total Calls successfully established – B . Call success rate (%age) = (B/A) x 100

 Blocked calls . 100% - Call Set up Rate

 Call drop rate . Total Calls successfully established – A . Total calls dropped after being established – B . Call Drop Rate (%age) = (B/A) x 100

July to September 2016 – UP East Circle 29

6. EXECUTIVE SUMMARY

The executive summary put in a nutshell the key findings of the Audit by providing: -

 “Service provider performance report” for Cellular mobile, Basic (wire line) and Broadband services , which gives a foretaste of the performance of various operators against the benchmark specified by TRAI, during the months in which the Audit was carried out by PhiStream Consulting Pvt. Ltd. Auditors.

 “Parameter wise critical findings” for Cellular mobile, Basic (wire line) and Broadband services: This indicates key observations and findings from different activities carried out during the Audit process.

 PhiStream conducted audit involved a 3 stage verification process which consisted of auditing the records of the service providers and verifying the data submitted to TRAI. The second step involved a three day live measurement of all the network parameters. On the basis of the three days live measurement, the auditors checked the busy hour of the day for the service provider and collected the data for this busy hour for the month in which the audit was conducted Finally, the performance of the service providers was also gauged by conducting drive tests in three select SSAs per service provider per quarter.

 The three stage audit / verification viz audit of the records, live measurements and drive tests of all the cellular mobile operators was repeated every month. In case of Basic (Wire line) and Broadband, this exercise is required to be carried out on quarterly basis.

July to September 2016 – UP East Circle 30

6. GENERAL INFORMATION

6.1. OPERATORS COVERED & ACTIVE SUBSCRIBER BASE

Number of Subscriber Name of Operator (Up to September 30, 2016) AIRCEL 7133681 AIRTEL 18965526 BSNL 8268228 IDEA 10898913 TELENOR 12624993 RCOM GSM 8164195 TTSL CDMA 133794 TTSL GSM 4597112 VODAFONE 19395061

6.2 . SWITCHES/BSC/BTS DETAILS OF SERVICE PROVIDERS: SWITCHES/BSC/BTS DETAILS OF SERVICE PROVIDERS:

Name of No. of Sr.No. Service BTS BSC MSC+GMSC NSS make BSS make Node B RNC cells Provider

1 Aircel 10763 3551 31 4+1 ZTE ZTE 1142 6 2 Airtel 32533 10787 111 50 Ericsson Ericsson 4773 10 Ericsson, NSN & 3 BSNL 18453 6405 79 28 Ericsson + ZTE 1318 20 ZTE 4 IDEA 26534 8807 53 11+ 3 Nokia Nokia 3625 8 5 RCOM GSM 6159 2062 19 3+1 Huawei Huawei NA NA

6 Telenor 14680 4888 37 13 Ericsson+Huawei Ericsson+Huawei NA NA

7 TTSL CDMA 940 314 4 4 Nokia Nokia NA NA

8 TTSL GSM 6649 2212 21 4 Nokia Nokia NA NA 9 VODAFONE 42369 10316 141 20 Nokia Nokia 3820 12

Note: Node B & RNC is marked as Not Applicable (N.A.) for the services providers who do not have 3G services licence in the circle.

DNA: Data not available

July to September 2016 – UP East Circle 31

6.3. BUSY HOUR OF VARIOUS SERVICE PROVIDERS:

Sl. No. Name of Service Provider Month of Audit Network TCBH Hour

GSM Operators

1 Aircel September-16 20:00 - 21:00

2 Airtel September-16 20:00 - 21:00 3 BSNL September-16 19:00 - 20:00 4 IDEA September-16 20:00 - 21:00

5 RCOM GSM September-16 20:00 - 21:00

6 Telenor September-16 20:00 - 21:00

7 TTSL CDMA September-16 20:00 - 21:00

8 TTSL GSM September-16 20:00 - 21:00

9 VODAFONE September-16 20:00 - 21:00

The TCBH reported by all the service providers matched the network busy hour calculated by Phistream auditors for the UP East circle.

July to September 2016 – UP East Circle 32

6.4. AUDIT SCHEDULE Sl. Service Dates of live measurement Audit No. Provider GSM Operators July-16 Aug-16 Sept-16 Audit Location

4 to 6 July 8 to 10 7 to 9 Sept 1 AIRCEL 3rd floor,Ratan Square,Hajratganj,Lucknow 2016 Aug 2016 2016

4 to 6 July 17 to 19 5 to 7 Sept 2 AIRTEL TCG 7/7, vibhuti khand, Gomti Nagar,Lucknow 2016 Aug 2016 2016 4 to 6 July 10 to 12 8 to 10 3 BSNL BSNL, Mahanager , Lucknow 2016 Aug 2016 Sept 2016

4 to 6 July 3 to 5 Aug 19 to 21 Idea Cellular Ltd., Fortuna Towers, 10 Rana Pratap Road, Lucknow- 4 IDEA 2016 2016 Sept 2016 226001

4 to 6 July 10 to 12 12 to 14 Telewings Communications Services Pvt Ltd. (Uninor), Welldone 5 TELENOR 2016 Aug 2016 Sept 2016 Technology Park Sec-48 Sohana Road Gurgaon 4 to 6 July 8 to 10 7 to 9 Sept House No. 12, C\O BTC House Eldeco Greens, Gomti Nagar, 6 RCOM GSM 2016 Aug 2016 2016 Lucknow-226010 4 to 6 July 16 to 18 16 to 18 Tata Teleservices Ltd., Prem Plaza Building 2, RF Bahadurji Marg, 7 TATA CDMA 2016 Aug 2016 Sept 2016 Lucknow 4 to 6 July 16 to 18 1 to 3 Sept Tata Teleservices Ltd., Prem Plaza Building 2, RF Bahadurji Marg, 8 TATA GSM 2016 Aug 2016 2016 Lucknow 4 to 6 July 1 to 3 Aug 5 to 7 Sept 9 VODAFONE Shalimar Titanium , Vibhuti Khand, Gomti Nagar, Lucknow 2016 2016 2016

Note: Audit schedule mentioned above is for the PMR audit for the last month. 3 day live monitoring for the current month was carried along with the PMR audit.

Colour codes to read the report: Not meeting the benchmark N/A Not applicable DNA Data not available (At TSP premises) NP Not Provided by TSP

July to September 2016 – UP East Circle 33

6.5. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – JULY 2016 MONTH

Jul-16

Network Parameters Name of Service Provider Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.17% 0.01% DNA 0.25% 0.03% 0.18% 0.13% 0.20% 0.13% service area Network Availability No. of BTSs having accumulated ≤ 2% 1.24% 1.81% DNA 1.04% 0.48% 0.14% 0.64% 1.18% 0.88% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.08% 95.01% 98.27% 99.37% 94.83% 96.96% 98.43% 95.79% 98.71% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.58% 0.61% 0.60% 0.57% 0.56% 0.84% 0.00% 0.54% 0.37% (Accessibility) TCH Congestion ≤ 2% 0.54% 0.87% 1.73% 0.59% 1.34% 1.96% 0.31% 1.66% 1.29% Call Drop Rate (%age) ≤ 2% 0.70% 1.10% 1.67% 0.96% 0.14% 1.52% 0.12% 0.57% 0.92% Connection Worst Affected cell having more ≤ 3% 2.86% 2.78% 2.35% 2.60% 0.39% 9.27% 2.45% 3.15% 4.04% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.52% 96.32% DNA 96.95% 98.82% 94.68% 99.97% 96.22% 95.88% voice quality

6.6. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – AUGUST 2016 MONTH

Aug-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.24% 0.55% 0.24% 0.35% 0.11% 0.21% 0.18% 0.19% 0.11% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.90% 1.66% 0.90% 1.11% 0.39% 0.28% 0.64% 0.68% 0.41% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.01% 95.06% 99.01% 98.85% 96.14% 97.25% 97.45% 96.31% 98.84% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.46% 0.62% 0.46% 0.52% 0.45% 0.52% 0.00% 0.43% 0.27% (Accessibility) TCH Congestion ≤ 2% 0.42% 0.76% 0.42% 1.07% 1.18% 1.68% 0.16% 1.44% 1.16% Call Drop Rate (%age) ≤ 2% 0.78% 1.21% 0.78% 1.07% 0.18% 1.43% 0.13% 0.54% 1.01% Connection Worst Affected cell having more ≤ 3% 2.78% 2.74% 2.78% 2.57% 0.57% 8.95% 2.09% 3.12% 4.51% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.43% 96.13% 97.43% 96.39% 98.56% 94.84% 99.96% 96.44% 95.63% voice quality

6.7. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – SEPTEMBER 2016 MONTH

Sep-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.18% 0.57% DNA 0.33% 0.17% 0.12% 0.18% 0.14% 0.10% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.65% 1.80% DNA 0.92% 1.07% 0.06% 0.96% 0.41% 0.24% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.01% 95.13% 98.88% 98.98% 97.39% 97.56% 97.85% 96.65% 99.13% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.44% 0.48% 0.69% 0.49% 0.32% 0.47% 0.00% 0.26% 0.20% (Accessibility) TCH Congestion ≤ 2% 0.43% 0.84% 1.78% 0.94% 1.06% 1.41% 0.17% 1.36% 0.87% Call Drop Rate (%age) ≤ 2% 0.79% 1.14% 1.06% 1.16% 0.20% 1.34% 0.11% 0.47% 1.06% Connection Worst Affected cell having more ≤ 3% 2.67% 2.74% 2.66% 2.52% 0.74% 7.95% 1.87% 2.61% 4.00% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.37% 96.61% DNA 96.43% 98.29% 95.36% 99.97% 96.65% 95.79% voice quality

July to September 2016 – UP East Circle 34

6.8. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR QE – SEPTEMBER 2016

Consolidated Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.20% 0.38% 0.24% 0.31% 0.10% 0.17% 0.17% 0.18% 0.12% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.93% 1.76% 0.90% 1.03% 0.65% 0.16% 0.75% 0.75% 0.51% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.03% 95.07% 98.72% 99.07% 96.12% 97.26% 97.91% 96.25% 98.89% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.49% 0.57% 0.59% 0.53% 0.44% 0.61% 0.00% 0.41% 0.28% (Accessibility) TCH Congestion ≤ 2% 0.46% 0.82% 1.31% 0.87% 1.19% 1.68% 0.21% 1.49% 1.11% Call Drop Rate (%age) ≤ 2% 0.76% 1.15% 1.17% 1.06% 0.17% 1.43% 0.12% 0.53% 1.00% Connection Worst Affected cell having more ≤ 3% 2.77% 2.75% 2.60% 2.57% 0.57% 8.72% 2.14% 2.96% 4.18% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.44% 96.35% 97.43% 96.59% 98.56% 94.96% 99.97% 96.44% 95.76% voice quality

July to September 2016 – UP East Circle 35

6.9. 2G VOICE 3 DAYS LIVE DATA

A three day live measurement was conducted to measure the QoS provided by the operators. It was seen from the live data collected, that the performance of the operators across all parameters more or less corroborated with the audit data collected.

6.10. 2G VOICE 3 DAYS LIVE DATA: JULY

Jul-16

Network Parameters Name of Service Provider Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSMTELENORTTSL CDMATTSL GSMVODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.09% 0.97% DNA 0.45% 0.05% 0.26% 0.15% 0.40% 0.19% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.01% 0.01% DNA 0.01% 0.00% 0.01% 0.01% 0.01% 0.01% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.07% 95.02% 98.16% 99.33% 94.23% 97.14% 98.45% 95.13% 98.58% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.53% 0.70% 0.45% 0.65% 0.80% 0.70% 0.00% 0.60% 0.43% (Accessibility) TCH Congestion ≤ 2% 0.70% 0.87% 1.80% 0.63% 1.73% 1.85% 0.12% 2.04% 1.42% Call Drop Rate (%age) ≤ 2% 0.61% 1.10% 1.60% 0.97% 0.15% 1.48% 0.13% 0.55% 0.93% Connection Worst Affected cell having more ≤ 3% 2.84% 2.82% 2.33% 2.53% 1.28% 8.45% 2.48% 2.82% 4.18% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.58% 96.27% DNA 97.16% 98.77% 94.83% 99.97% 95.99% 95.91% voice quality

6.11. 2G VOICE 3 DAYS LIVE DATA: AUGUST

Aug-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSMTELENORTTSL CDMATTSL GSMVODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.38% 0.26% DNA 0.25% 0.02% 0.15% 0.34% 0.24% 0.11% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.06% 0.01% DNA 0.00% 0.00% 0.29% 0.32% 0.09% 0.00% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.00% 94.79% 98.93% 98.89% 94.81% 97.36% 96.12% 96.35% 98.58% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.49% 0.79% 0.70% 0.44% 0.49% 0.49% 0.00% 0.50% 0.30% (Accessibility) TCH Congestion ≤ 2% 0.50% 0.81% 2.11% 1.05% 1.25% 1.61% 0.17% 1.38% 1.42% Call Drop Rate (%age) ≤ 2% 0.78% 1.29% 1.09% 1.08% 0.15% 1.46% 0.13% 0.58% 0.97% Connection Worst Affected cell having more ≤ 3% 2.81% 2.77% 2.57% 2.39% 1.49% 9.77% 2.37% 3.08% 4.16% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.42% 95.84% DNA 96.63% 98.86% 94.99% 99.96% 96.25% 95.67% voice quality

6.12. 2G VOICE 3 DAYS LIVE DATA: SEPTEMBER

July to September 2016 – UP East Circle 36

Sep-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSMTELENORTTSL CDMATTSL GSMVODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.05% 0.89% DNA 0.33% 0.16% 0.12% 0.33% 0.15% 0.10% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.01% 0.00% DNA 1.13% 0.00% 0.00% 0.32% 0.00% 0.00% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 98.99% 95.21% 98.88% 99.07% 98.59% 97.66% 98.72% 96.80% 99.08% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.38% 0.50% 0.69% 0.46% 0.30% 0.48% 0.00% 0.20% 0.22% (Accessibility) TCH Congestion ≤ 2% 0.39% 0.78% 2.26% 0.85% 1.01% 1.34% 0.05% 1.32% 0.92% Call Drop Rate (%age) ≤ 2% 0.80% 1.07% 1.09% 1.14% 0.20% 1.39% 0.11% 0.43% 0.93% Connection Worst Affected cell having more ≤ 3% 2.75% 2.74% 2.61% 2.58% 0.87% 7.50% 1.93% 2.48% 3.84% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.37% 96.67% DNA 96.40% 98.29% 95.31% 99.97% 96.65% 95.95% voice quality

6.13. 2G 3 DAYS LIVE DATA: CONSOLIDATED

Consolidated Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSMTELENORTTSL CDMATTSL GSMVODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.17% 0.71% DNA 0.34% 0.07% 0.17% 0.27% 0.26% 0.14% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.03% 0.01% DNA 0.38% 0.00% 0.10% 0.22% 0.03% 0.00% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.02% 95.01% 98.66% 99.10% 95.88% 97.39% 97.76% 96.09% 98.75% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.46% 0.66% 0.61% 0.52% 0.53% 0.56% 0.00% 0.43% 0.32% (Accessibility) TCH Congestion ≤ 2% 0.53% 0.82% 2.06% 0.85% 1.33% 1.60% 0.11% 1.58% 1.25% Call Drop Rate (%age) ≤ 2% 0.73% 1.16% 1.26% 1.06% 0.17% 1.44% 0.12% 0.52% 0.94% Connection Worst Affected cell having more ≤ 3% 2.80% 2.78% 2.51% 2.50% 1.21% 8.57% 2.26% 2.79% 4.06% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.45% 96.26% DNA 96.73% 98.64% 95.04% 99.97% 96.30% 95.84% voice quality

July to September 2016 – UP East Circle 37

6.14. 3G VOICE PMR: JULY

Jul-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.24% 1.20% DNA 0.38% 0.49% Network Availability service area No. of BTSs having accumulated ≤ 2% 0.88% 1.70% DNA 1.49% 2.54% downtime of >24 hours in a month Call Set-up Success Rate (Within ≥ 95% 98.94% 99.89% 97.47% 99.75% 99.82% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.13% 0.17% 0.88% 0.54% 0.05% (Accessibility) RAB Congestion: ≤ 2% 0.00% 0.11% 0.63% 0.08% 0.03% Circuit Switched Voice Drop Rate ≤ 2% 0.53% 0.41% 1.05% 0.55% 0.32% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 3.61% 2.00% 2.85% 2.55% 2.62% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.71% 99.07% DNA 98.13% 98.99% Quality

6.15. 3G VOICE PMR: AUGUST

Aug-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.21% 0.49% DNA 0.37% 0.31% service area Network Availability No. of BTSs having accumulated downtime of >24 hours in a ≤ 2% 0.87% 1.82% DNA 1.78% 1.50% month Call Set-up Success Rate (Within ≥ 95% 98.02% 99.88% 97.18% 99.55% 99.75% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.00% 0.19% 0.95% 0.64% 0.08% (Accessibility) RAB Congestion: ≤ 2% 0.00% 0.12% 0.72% 0.14% 0.05% Circuit Switched Voice Drop Rate ≤ 2% 0.55% 0.36% 0.97% 0.59% 0.33% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 3.72% 1.99% 2.72% 2.33% 3.22% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.24% 99.25% DNA 98.14% 99.01% Quality

July to September 2016 – UP East Circle 38

6.16. 3G VOICE PMR: SEPTEMBER

Sep-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.17% 0.55% DNA 0.38% 0.30% Network Availability service area No. of BTSs having accumulated ≤ 2% 0.44% 1.87% DNA 1.85% 1.18% downtime of >24 hours in a month Call Set-up Success Rate (Within ≥ 95% 99.24% 99.91% 98.15% 99.62% 99.81% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.00% 0.20% 0.83% 0.67% 0.05% (Accessibility) RAB Congestion: ≤ 2% 0.00% 0.09% 0.38% 0.12% 0.04% Circuit Switched Voice Drop Rate ≤ 2% 0.42% 0.31% 0.89% 0.54% 0.33% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 2.45% 1.92% 2.82% 2.43% 2.88% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.56% 99.23% DNA 98.27% 99.01% Quality

6.17. 3G VOICE PMR: CONSOLIDATED

Consolidated Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.21% 0.75% DNA 0.38% 0.37% Network Availability service area No. of BTSs having accumulated ≤ 2% 0.73% 1.80% DNA 1.71% 1.74% downtime of >24 hours in a month Call Set-up Success Rate (Within ≥ 95% 98.73% 99.89% 97.60% 99.64% 99.80% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.04% 0.19% 0.89% 0.62% 0.06% (Accessibility) RAB Congestion: ≤ 2% 0.00% 0.11% 0.58% 0.11% 0.04% Circuit Switched Voice Drop Rate ≤ 2% 0.50% 0.36% 0.97% 0.56% 0.33% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 3.26% 1.97% 2.80% 2.44% 2.91% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.50% 99.18% DNA 98.18% 99.00% Quality

July to September 2016 – UP East Circle 39

6.18. 3G VOICE 3 DAYS LIVE DATA: JULY

Jul-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.30% 0.27% DNA 0.46% 0.49% service area Network Availability No. of BTSs having accumulated downtime of >24 hours in a ≤ 2% 0.00% 0.14% DNA 0.03% 0.00% month Call Set-up Success Rate (Within ≥ 95% 96.76% 99.90% 97.39% 99.77% 99.85% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.99% 0.18% 0.84% 0.34% 0.01% (Accessibility) RAB Congestion: ≤ 2% 0.03% 0.10% 0.98% 0.06% 0.01% Circuit Switched Voice Drop Rate ≤ 2% 0.64% 0.41% 1.09% 0.53% 0.29% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 3.74% 5.83% 3.01% 2.49% 2.41% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.69% 99.11% DNA 98.16% 99.00% Quality

6.19. 3G VOICE 3 DAYS LIVE DATA: AUGUST

Aug-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.24% 0.22% DNA 0.28% 0.31% Network Availability service area No. of BTSs having accumulated ≤ 2% 0.00% 0.09% DNA 0.00% 0.00% downtime of >24 hours in a month Call Set-up Success Rate (Within ≥ 95% 97.92% 99.90% 96.88% 99.54% 99.84% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.00% 0.18% 0.87% 0.62% 0.02% (Accessibility) RAB Congestion: ≤ 2% 0.01% 0.10% 0.75% 0.15% 0.02% Circuit Switched Voice Drop Rate ≤ 2% 0.60% 0.36% 1.13% 0.53% 0.31% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 3.89% 2.22% 2.77% 2.08% 3.26% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.71% 99.01% DNA 98.07% 99.02% Quality

July to September 2016 – UP East Circle 40

6.20. 3G VOICE 3 DAYS LIVE DATA: SEPTEMBER

Sep-16 Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.45% 0.57% DNA 0.37% 0.30% Network Availability service area No. of BTSs having accumulated ≤ 2% 0.00% 0.05% DNA 0.05% 0.00% downtime of >24 hours in a month Call Set-up Success Rate (Within ≥ 95% 99.25% 99.92% 97.78% 99.66% 99.67% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.00% 0.21% 0.83% 0.51% 0.29% (Accessibility) RAB Congestion: ≤ 2% 0.00% 0.08% 0.39% 0.10% 0.20% Circuit Switched Voice Drop Rate ≤ 2% 0.41% 0.31% 0.87% 0.54% 0.30% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 2.48% 1.94% 2.96% 2.47% 2.60% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.63% 99.36% DNA 98.32% 99.01% Quality

6.21. 3G VOICE 3 DAYS LIVE DATA: CONSOLIDATED

Consolidated Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.33% 0.36% DNA 0.37% 0.36% Network Availability service area No. of BTSs having accumulated ≤ 2% 0.00% 0.09% DNA 0.03% 0.00% downtime of >24 hours in a month Call Set-up Success Rate (Within ≥ 95% 97.97% 99.91% 97.35% 99.65% 99.78% Connection Licensee own network Establishment RRC Congestion: ≤ 1% 0.33% 0.19% 0.85% 0.49% 0.11% (Accessibility) RAB Congestion: ≤ 2% 0.01% 0.09% 0.70% 0.10% 0.08% Circuit Switched Voice Drop Rate ≤ 2% 0.55% 0.36% 1.03% 0.53% 0.30% Worst affected cells having more Connection than 3% Circuit Switched Voice ≤ 3% 3.37% 3.33% 2.91% 2.34% 2.76% Maintenance Drop Rate: (Retainability) Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.68% 99.16% DNA 98.18% 99.01% Quality

July to September 2016 – UP East Circle 41

6.22. 2G WIRELESS DATA: JULY Jul-16 Cellular Mobile Telephone Services

S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Network Service Quality Parameter 1 Service Activation/ Provisioning Total No. of Subscribers for Service i) 631835 DNA DNA 838675 257552 593148 24 220 DNA Activation (A) Total Service Activations provided within ii) 631151 DNA DNA 838675 257550 572317 23 220 DNA 4 Hours (B) Service Activation / Provisioning = (B/A) * Within 4 Hours with 95% iii) 99.89% DNA DNA 100.00% 100.00% 96.49% 95.83% 100.00% DNA 100 Success Rate

2 PDP Context Activation Success Rate Total No. of PDP Context Activation i) 229152341 619902974 DNA 299173147 DNA 323250407 7734119 3974946 608060354 Requests (from SGSN to GGSN) (A) Total No. of PDP Context Activation ii) Success (path created b/w SGSN and 229136528 618670303 DNA 298820759 DNA 322552449 7501942 3974602 606725696 GGSN) (B) PDP Context Activation Success Rate iii) >=95% 99.99% 99.80% DNA 99.88% 95.54% 99.78% 97.00% 99.99% 99.78% =(B/A) *100 3 Drop Rate RNC originated PS Domain Iu i) 1864269025 84929761448 DNA 11415127881 658108491 3135905655 DNA 1281896524 2620848576 Connection Setup Success (A) RNC originated PS Domain Iu ii) 12100035 995786250 DNA 177079133 29638250 41788617 DNA 509604.43 128518200 Connection Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.65% 1.17% DNA 1.55% 4.50% 1.33% DNA 0.04% 4.90%

6.23. 2G WIRELESS DATA: AUGUST Aug-16 Cellular Mobile Telephone Services

S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Network Service Quality Parameter 1 Service Activation/ Provisioning Total No. of Subscribers for Service i) 1663267 DNA 1663267 817115 281524 1443699 31 186 DNA Activation (A) Total Service Activations provided within ii) 1662714 DNA 1662714 817115 281507 1421993 30 186 DNA 4 Hours (B) Within 4 Hours Service Activation / Provisioning = (B/A) * iii) with 95% 99.97% DNA 99.97% 100.00% 99.99% 98.50% 96.77% 100.00% DNA 100 Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation i) 253233587 670315393 253233587 310836522.00 DNA 302371895.00 7173013 3779993 627648057 Requests (from SGSN to GGSN) (A) Total No. of PDP Context Activation ii) Success (path created b/w SGSN and 221876805 669525441 221876805 310118118.00 DNA 301682850.00 6938908 3778238 626916343 GGSN) (B) PDP Context Activation Success Rate iii) >=95% 87.62% 99.88% 87.62% 99.77% 95.07% 99.77% 96.74% 99.95% 99.88% =(B/A) *100 3 Drop Rate RNC originated PS Domain Iu i) 1866622740 85889516934 1866622740 11300788518.78 533003314.00 2808590385.00 DNA 41199287.00 2653898952 Connection Setup Success (A) RNC originated PS Domain Iu ii) 12285007 1090770983 12285007 190738592.76 24038889.00 40744680.00 DNA 280759.00 110972050 Connection Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.66% 1.27% 0.66% 1.69% 4.51% 1.45% DNA 0.68% 4.18%

6.24. 2G WIRELESS DATA: SEPTEMBER Sep-16 Cellular Mobile Telephone Services

S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Network Service Quality Parameter 1 Service Activation/ Provisioning Total No. of Subscribers for Service i) 1103298 DNA DNA 792294 264360 470706 20 137 DNA Activation (A) Total Service Activations provided within ii) 1100872 DNA DNA 792294 264356 457411 19 133 DNA 4 Hours (B) Within 4 Hours Service Activation / Provisioning = (B/A) * iii) with 95% 99.78% DNA DNA 100.00% 100.00% 97.18% 95.00% 97.08% DNA 100 Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation i) 209432078 617813520 DNA 294917200 DNA 309458229.00 4791634 3386122 619529246 Requests (from SGSN to GGSN) (A) Total No. of PDP Context Activation ii) Success (path created b/w SGSN and 208885295 616586586 DNA 293994342 DNA 307061272.00 4636405 3385806 618737020 GGSN) (B) PDP Context Activation Success Rate iii) >=95% 99.74% 99.80% DNA 99.69% 95.02% 99.23% 96.76% 99.99% 99.87% =(B/A) *100 3 Drop Rate RNC originated PS Domain Iu i) 1686459289 83236113862 DNA 13808111578 642369268.00 2537045500.00 DNA 1069563170.00 2522999907 Connection Setup Success (A) RNC originated PS Domain Iu ii) 10774900 1008703168 DNA 248774086 28046409.00 33076239.00 DNA 23628542.00 124395151 Connection Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.64% 1.21% DNA 1.80% 4.37% 1.30% DNA 2.21% 4.93%

July to September 2016 – UP East Circle 42

6.25. 2G WIRELESS DATA: CONSOLIDATED Consolidated Cellular Mobile Telephone Services

S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Network Service Quality Parameter 1 Service Activation/ Provisioning Total No. of Subscribers for Service i) 1132800 DNA 1663267 816028 267812 835851 25 181 DNA Activation (A) Total Service Activations provided within ii) 1131579 DNA 1662714 816028 267804 817240 24 180 DNA 4 Hours (B) Within 4 Hours Service Activation / Provisioning = (B/A) * iii) with 95% 99.88% DNA 99.97% 100.00% 100.00% 97.39% 95.87% 99.03% DNA 100 Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation i) 230606002 636010629 253233587 301642290 DNA 311693510 6566255 3713687 618412552 Requests (from SGSN to GGSN) (A) Total No. of PDP Context Activation ii) Success (path created b/w SGSN and 219966209 634927443 221876805 300977740 DNA 310432190 6359085 3712882 617459686 GGSN) (B) PDP Context Activation Success Rate iii) >=95% 95.78% 99.83% 87.62% 99.78% 95.21% 99.59% 96.83% 99.98% 99.85% =(B/A) *100 3 Drop Rate RNC originated PS Domain Iu i) 1805783685 84685130748 1866622740 12174675993 611160358 2827180513 DNA 797552994 2599249145 Connection Setup Success (A) RNC originated PS Domain Iu ii) 11719981 1031753467 12285007 205530604 27241183 38536512 DNA 8139635 121295134 Connection Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.65% 1.22% 0.66% 1.68% 4.46% 1.36% DNA 0.98% 4.67%

July to September 2016 – UP East Circle 43

6.26. 2G WIRELESS 3 DAYS LIVE DATA: JULY

Jul-16 Cellular Mobile Telephone Services

S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE

Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) DNA DNA DNA 48711 16129 593148 DNA DNA DNA ii) Total Service Activations provided within 4 Hours (B) DNA DNA DNA 48711 16129 572317 DNA DNA DNA

Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% 100.00% 96.49% DNA DNA DNA Success Rate

2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests (from i) 22613541 63324336 DNA 28662967 DNA 323250407.00 776040 DNA 58271745 SGSN to GGSN) (A) Total No. of PDP Context Activation Success (path ii) 22611288 63284332 DNA 28629624 DNA 322552449.00 752534 DNA 58178929 created b/w SGSN and GGSN) (B) iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.99% 99.94% DNA 99.88% 99.59% 99.78% 96.97% 99.99% 99.84% 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 183183222 8283816850 DNA 1028498507 56505523.00 3135905655.00 DNA 125424113.00 252211386 Success (A) ii) RNC originated PS Domain Iu Connection Release (B) 1188653 96815199 DNA 15432729 2307238.00 41788617.00 DNA 2724574.00 11251680 iii) Drop Rate = (B/A) * 100 <=5% 0.65% 1.17% DNA 1.50% 4.08% 1.33% DNA 2.17% 4.46% 6.27. 2G WIRELESS 3 DAYS LIVE DATA: AUGUST

Aug-16 Cellular Mobile Telephone Services RCOM TTSL VODAFO S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA NE Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) DNA DNA DNA 56471 32240 52392 DNA DNA DNA ii) Total Service Activations provided within 4 Hours (B) DNA DNA DNA 56471 32240 50502 DNA DNA DNA

Within 4 Hours with iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% 100.00% 96.39% DNA DNA DNA 95% Success Rate

2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests (from i) 21552479 64793312 DNA 27580520 DNA 30196691.00 682917 358825 59187583 SGSN to GGSN) (A) Total No. of PDP Context Activation Success (path ii) 21550244 64756697 DNA 27534525 DNA 30156275.00 660763 358782 59132424 created b/w SGSN and GGSN) (B) iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.99% 99.94% DNA 99.83% 95.09% 99.87% 96.76% 99.99% 99.91% 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 182535543 8322941689 DNA 1.076E+09 70381282 275521650.00 DNA 111553971.00 2.59E+08 Success (A) ii) RNC originated PS Domain Iu Connection Release (B) 1188841 113172768 DNA 17127166 3094910 4032781.00 DNA 53090.68 10828057 iii) Drop Rate = (B/A) * 100 <=5% 0.65% 1.36% DNA 1.59% 4.40% 1.46% DNA 0.05% 4.19%

6.28. 2G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER

Sep-16 Cellular Mobile Telephone Services RCOM TTSL TTSL VODAFO S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA TELENOR GSM CDMA GSM NE Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) DNA DNA DNA 79197 45138 44903 DNA DNA DNA ii) Total Service Activations provided within 4 Hours (B) DNA DNA DNA 79197 45137 43589 DNA DNA DNA

Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% 100.00% 97.07% DNA DNA DNA Success Rate

2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests (from SGSN to GGSN) i) 22065736 60967262 4888230.313 27694290 DNA 31568354.00 694283 352546 61046242 (A) Total No. of PDP Context Activation Success (path created b/w SGSN ii) 22061350 60929231 4883762 27578393 DNA 31507783.00 671642 352540 60961439 and GGSN) (B) iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.98% 99.94% 99.91% 99.58% 92.14% 99.81% 96.74% 100.00% 99.86% 3 3

i) RNC originated PS Domain Iu Connection Setup Success (A) 173583250 8.288E+09 DNA 1.086E+09 64945441 262902117 DNA 3885370 2.48E+08

ii) RNC originated PS Domain Iu Connection Release (B) 1110523 100588820 DNA 19858334 2835757 3231102 DNA 21283 12320024 iii) Drop Rate = (B/A) * 100 <=5% 0.64% 1.21% DNA 1.83% 4.37% 1.23% DNA 0.55% 4.97%

July to September 2016 – UP East Circle 44

6.29. 2G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED

CONSOLIDATED Cellular Mobile Telephone Services RCOM TTSL S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM VODAFONE GSM CDMA Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) DNA DNA DNA 61460 31169 230148 DNA DNA DNA ii) Total Service Activations provided within 4 Hours (B) DNA DNA DNA 61460 31169 222136 DNA DNA DNA

Within 4 Hours iii) Service Activation / Provisioning = (B/A) * 100 with 95% DNA DNA DNA 100.00% 100.00% 96.65% DNA DNA DNA Success Rate

2 PDP Context Activation Success Rate

i) Total No. of PDP Context Activation Requests (from SGSN to GGSN) (A) 22077252 63028303 4888230 27979259 DNA 128338484 717747 355686 59501857

ii) Total No. of PDP Context Activation Success (path created b/w SGSN and GGSN) (B) 22074294 62990087 4883762 27914181 DNA 128072169 694980 355661 59424264

iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.99% 99.94% 99.91% 99.77% 95.60% 99.82% 96.82% 99.99% 99.87% 3 Drop Rate

i) RNC originated PS Domain Iu Connection Setup Success (A) 179767338 8298263646 DNA 1063647730 63944082 1224776474 DNA 80287818 252957978

ii) RNC originated PS Domain Iu Connection Release (B) 1162672 103525596 DNA 17472743 2745968 16350833 DNA 932983 11466587 iii) Drop Rate = (B/A) * 100 <=5% 0.65% 1.25% DNA 1.64% 4.28% 1.34% DNA 0.92% 4.54%

July to September 2016 – UP East Circle 45

6.30. 3G WIRELESS DATA: JULY

Jul-16 Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) 631835 DNA DNA 838675 DNA

ii) Total Service Activations provided within 4 Hours (B) 631151 DNA DNA 838675 DNA

Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 99.89% DNA DNA 100.00% DNA Success Rate

2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests (from SGSN to i) 229152341 DNA DNA 226673350 256794504 GGSN) (A)

Total No. of PDP Context Activation Success (path created b/w ii) 229136528 DNA DNA 224707797 255154268 SGSN and GGSN) (B)

iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.99% 99.99% DNA 99.13% 99.36% 3 Drop Rate i) RNC originated PS Domain Iu Connection Setup Success (A) 192965949 20375213 979865897 43134257 777379369

ii) RNC originated PS Domain Iu Connection Release (B) 1202334 179616 24015795.9 710803 4866878

iii) Drop Rate = (B/A) * 100 <=5% 0.62% 0.88% 2.45% 1.65% 0.63%

6.31. 3G WIRELESS DATA: AUGUST

Aug-16 Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning

i) Total No. of Subscribers for Service Activation (A) 1663267 DNA DNA 817115 DNA

Total Service Activations provided within 4 Hours ii) 1662714 DNA DNA 817115 DNA (B)

Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 99.97% DNA DNA 100.00% DNA Success Rate

2 D Total No. of PDP Context Activation Requests i) 253233587 DNA 253233587 241131293 262327046 (from SGSN to GGSN) (A)

Total No. of PDP Context Activation Success ii) 221876805 DNA 221876805 238744455 261135469 (path created b/w SGSN and GGSN) (B)

PDP Context Activation Success Rate =(B/A) iii) >=95% 87.62% 100.00% 87.62% 99.01% 99.55% *100 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 196012428 25218363 196012428 553739355 797952454 Success (A) RNC originated PS Domain Iu Connection ii) 1139759 205019 1139759 9492561 4935743 Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.58% 0.81% 0.58% 1.71% 0.62%

July to September 2016 – UP East Circle 46

6.32. 3G WIRELESS DATA: SEPTEMBER Sep-16 Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) 1103298 DNA DNA 792294 DNA Total Service Activations provided within 4 Hours ii) 1100872 DNA DNA 792294 DNA (B) Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 99.78% DNA DNA 100.00% DNA Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests i) 209432078 DNA DNA 230251793 277075873 (from SGSN to GGSN) (A) Total No. of PDP Context Activation Success ii) 208885295 DNA DNA 227973744 275531045 (path created b/w SGSN and GGSN) (B) PDP Context Activation Success Rate =(B/A) iii) >=95% 99.74% 99.97% DNA 99.01% 99.44% *100 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 165059578 22843254 944554886 520081286 724729043 Success (A) RNC originated PS Domain Iu Connection ii) 946762 181974 18922305 8449721 4055362 Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.57% 0.80% 2.00% 1.62% 0.56%

6.33. 3G WIRELESS DATA: CONSOLIDATED Consolidated Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) 1132800 DNA DNA 816028 DNA Total Service Activations provided within 4 Hours ii) 1131579 DNA DNA 816028 DNA (B) Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 99.88% DNA DNA 100.00% DNA Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests i) 230606002 DNA 253233587 232685479 265399141 (from SGSN to GGSN) (A) Total No. of PDP Context Activation Success ii) 219966209 DNA 221876805 230475332 263940261 (path created b/w SGSN and GGSN) (B) PDP Context Activation Success Rate =(B/A) iii) >=95% 95.78% 99.99% 87.62% 99.05% 99.45% *100 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 184679318 22812277 706811070 372318299 766686955 Success (A) RNC originated PS Domain Iu Connection ii) 1096285 188870 14692620 6217695 4619328 Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.59% 0.83% 1.68% 1.66% 0.60%

July to September 2016 – UP East Circle 47

6.34. 3G WIRELESS 3 DAYS LIVE DATA: JULY Jul-16 Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning

i) Total No. of Subscribers for Service Activation (A) DNA DNA DNA 48711 DNA

ii) Total Service Activations provided within 4 Hours (B) DNA DNA DNA 48711 DNA Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% DNA Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests (from SGSN to i) 22613541 DNA DNA 22887905 24813552 GGSN) (A)

Total No. of PDP Context Activation Success (path created b/w ii) 22611288 DNA DNA 22700896 24627589 SGSN and GGSN) (B)

iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.99% 99.99% DNA 99.18% 99.25%

3 Drop Rate

i) RNC originated PS Domain Iu Connection Setup Success (A) 18615849 1997468 1.04E+08 4383554 76250782

ii) RNC originated PS Domain Iu Connection Release (B) 118052 17687.59 2743279 73654 438035

iii) Drop Rate = (B/A) * 100 <=5% 0.63% 0.89% 2.64% 1.68% 0.57%

6.35. 3G WIRELESS 3 DAYS LIVE DATA: AUGUST Aug-16 Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning Total No. of Subscribers for Service Activation i) DNA DNA DNA 56471 DNA (A) Total Service Activations provided within 4 ii) DNA DNA DNA 56471 DNA Hours (B) Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% DNA Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests i) 21552479 DNA DNA 21196398 16431250.00 (from SGSN to GGSN) (A) Total No. of PDP Context Activation Success ii) 21550244 DNA DNA 20983092 16371989.00 (path created b/w SGSN and GGSN) (B) PDP Context Activation Success Rate =(B/A) iii) >=95% 99.99% 100.00% DNA 98.99% 99.64% *100 3 Drop Rate RNC originated PS Domain Iu Connection i) 19715308 2489638 98921084.9 47169673 44522980.00 Setup Success (A) RNC originated PS Domain Iu Connection ii) 115301 20878.843 2448490.181 811897 275570.00 Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.58% 0.84% 2.48% 1.72% 0.62%

July to September 2016 – UP East Circle 48

6.36. 3G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER Sep-16 Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning Total No. of Subscribers for Service Activation i) DNA DNA DNA 79197 DNA (A) Total Service Activations provided within 4 Hours ii) DNA DNA DNA 79197 DNA (B) Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% DNA Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests i) 22065736 DNA 5456092.252 22089120 27526604.00 (from SGSN to GGSN) (A) Total No. of PDP Context Activation Success ii) 22061350 DNA 5450725 21862727 27416148.00 (path created b/w SGSN and GGSN) (B) PDP Context Activation Success Rate =(B/A) iii) >=95% 99.98% 100.00% 99.90% 98.98% 99.60% *100 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 16981790 2563560 96453738.27 47483463 76606454.00 Success (A) RNC originated PS Domain Iu Connection ii) 96557 20280.34 1976871.662 756574 413649.00 Release (B) iii) Drop Rate = (B/A) * 100 <=5% 0.57% 0.79% 2.05% 1.59% 0.54%

6.37. 3G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED CONSOLIDATED Cellular Mobile Telephone Services S. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE No. Network Service Quality Parameter 1 Service Activation/ Provisioning i) Total No. of Subscribers for Service Activation (A) DNA DNA DNA 61460 DNA Total Service Activations provided within 4 Hours ii) DNA DNA DNA 61460 DNA (B) Within 4 Hours with 95% iii) Service Activation / Provisioning = (B/A) * 100 DNA DNA DNA 100.00% DNA Success Rate 2 PDP Context Activation Success Rate Total No. of PDP Context Activation Requests i) 22077252 DNA 5456092 22057808 22923802 (from SGSN to GGSN) (A) Total No. of PDP Context Activation Success (path ii) 22074294 DNA 5450725 21848905 22805242 created b/w SGSN and GGSN) (B)

iii) PDP Context Activation Success Rate =(B/A) *100 >=95% 99.99% 100.00% 99.90% 99.05% 99.50% 3 Drop Rate RNC originated PS Domain Iu Connection Setup i) 18437649 2350222 99825378 33012230 65793405 Success (A) RNC originated PS Domain Iu Connection Release ii) 109970 19616 2389547 547375 375751 (B) iii) Drop Rate = (B/A) * 100 <=5% 0.60% 0.84% 2.39% 1.66% 0.58%

July to September 2016 – UP East Circle 49

6.38. POI CONGESTION: JULY Jul-16 Monthly TRAI Network Performance Report of Cellular Mobile Telephone Service - Network Service Name of Parameter AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE

Total No. of POI’s in Month having < = 0.5% POI congestion

Total No. of call attempts on POI 3699015 7382040 DNA 8245625 1354970 4559010 1288047 292684 13646598

Total traffic served on all POIs 77934 119075 DNA 180034 30854 95992 24855 5411 335008 (Erlang) Total No. of circuits on all 125464 183220 DNA 318227 55570 188724 67952 10640 610792 individual POIs Total number of working POI 119 153 DNA 332 53 31 160 19 44 Service Area wise Capacity of all POIs 119265 177436 DNA 305642 51594 180568 65322 9772 616863 No. of all POI’s having >=0.5% 0 0 DNA 0.866666667 0 0 0 0 1 POI congestion

Name of POI not meeting the benchmark (having >=0.5% POI NA 0 DNA NA 0 0 NA NA NA congestion)

6.39. POI CONGESTION: AUGUST Aug-16 Monthly TRAI Network Performance Report of Cellular Mobile Telephone Service - Network Service Name of Parameter AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE

Total No. of POI’s in Month having < = 0.5% POI congestion

Total No. of call attempts on POI 3502727 7126230 108584533 7875898 1316508 4274767 1440883 539557 13049474

Total traffic served on all POIs 78132 116639 2422096 178763 30210 93700 34128 10141 336744 (Erlang) Total No. of circuits on all 129034 183802 4000054 316248 56849 191247 67788 20900 609371 individual POIs Total number of working POI 122 153 3782 336 56 31 160 17 44 Service Area wise Capacity of all POIs 122684 178088 3803198 303700 52899 186629 65322 19194 615428 No. of all POI’s having >=0.5% 0 0 0 1 0 0 0 0 0 POI congestion

Name of POI not meeting the benchmark (having >=0.5% POI NA 0 NA NA 0 0 NA NA NA congestion)

6.40. POI CONGESTION: SEPTEMBER Sep-16 Monthly TRAI Network Performance Report of Cellular Mobile Telephone Service - Network Service Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE

Total No. of POI’s in Month having < = 0.5% POI congestion

Total No. of call attempts on POI 3238726.367 8033006.422 DNA 7411127 1261064.967 120162256 1379373 247923 12940394.83

Total traffic served on all POIs 74757.74427 127720.9333 DNA 176074 29405.373 2750885.74 33555 4898 331319.127 (Erlang) Total No. of circuits on all 128941 193625.7667 DNA 314148 57508.73333 12470851.09 67755 10392 612407.1667 individual POIs Total number of working POI 122 160 DNA 340 55 31 160 17 44 Service Area wise Capacity of all POIs 122595 187496 DNA 301650 53667 12347857 65322 9544 618495 No. of all POI’s having >=0.5% 0 0 DNA 2 0 0 0 0 2 POI congestion RELIANCE Name of POI not meeting the JIO_UPE, benchmark (having >=0.5% POI NA 0 DNA NA 0 0 NA NA RELIANCE congestion) JIO_UPW, BSNL_L1

July to September 2016 – UP East Circle 50

6.41. POI CONGESTION: CONSOLIDATED

Consolidated Monthly TRAI Network Performance Report of Cellular Mobile Telephone Service - Network Service RCOM TTSL Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM VODAFONE GSM CDMA Total No. of POI’s in Month having < = 0.5% POI congestion

Total No. of call attempts on POI 3480156.1 7513758.9 108584533 7844216.4 1310847.6 42998677.71 1369434.4 360054.41 13212155.55

Total traffic served on all POIs 76941.235 121144.89 2422096.3 178290.1 30156.519 980192.6909 30846.15 6816.839 334357.0543 (Erlang) Total No. of circuits on all 127812.92 186882.43 4000054 316207.66 56642.707 4283607.277 67831.822 13977.244 610856.7222 individual POIs Total number of working POI 121 155.33333 3782 335.96416 54.873118 31 160 17.666667 44 Service Area wise Capacity of all POIs 121514.71 181006.75 3803198.2 303664.01 52719.73 4238351.40 65321.54 12836.40 616928.52 No. of all POI’s having >=0.5% 0 0 0 1.41 0 0 0 0 1.01 POI congestion

Name of POI not meeting the benchmark (having >=0.5% POI NA NA NA NA NA NA NA NA NA congestion)

July to September 2016 – UP East Circle 51

CUSTOMER SERVICE QUALITY (CSD) PARAMETERS

July to September 2016 – UP East Circle 52

7. CUSTOMER SERVICE DELIVERY 7.1. QUARTERLY CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR MOBILE SERVICES (JULY TO SEPTEMBER - 2016 MONTHS AUDITED DATA) CUSTOMER SERVICE DELIVERY AUDITS S.No PARAMETERS SUB-PARAMETERS TTSL TTSL AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR VODAFONE CDMA GSM Metering and Billing Credibility (Post No. of bills issued during the period (A) 3284 636549 DNA 354463 225379 0 10316 79385 1874259 Paid) – Benchmark (Not more than 0.1% of 1 1 45 DNA 191 198 0 0 2 1437 bills issued should be disputed over a billing No. of bills disputed including billing complaints over a billing cycle (B) cycle) Billing Compliant (%) = B/A*100 0.0% 0.01% DNA 0.05% 0.09% NA 0.00% 0.00% 0.08% Metering and Billing Credibility (Pre- Paid) Total No. of Pre-paid customers at the end of the month (A) 7077878 18519503 DNA 10564518 7025695 12648317 144268 4685938 18833437 – Benchmark (Not more than 1 complaint per Total No. of complaints relating to charging, Credit and Validity during 2 0 4841 DNA 10779 6950 1133 0 0 2390 1000 customers i.e. 0.1% complaints for a month (B) metering, charging, credit, and validity) Pre-paid Charging Complaints (%) = B/A*100 0.00% 0.03% DNA 0.10% 0.10% 0.01% 0.00% 0.00% 0.01% No. of Billing/Charging/Credit/Validity Complaints received during the 1 4841 DNA 57764 7148 0 0 0 3827 month No. of billing complaints for Post paid customers/Charging/Credit/Validity complaints for pre-paid 1 4841 DNA 57764 7148 0 0 0 3827 Resolution of Billing/Charging Complaints customers resolved w ithin 4 w eeks during the month and Period of applying No. of billing complaints for Post paid credit/Waiver/Adjustment to customers customers/Charging/Credit/Validity complaints for pre-paid 1 4841 DNA 57764 7148 0 0 0 3827 account from the date of resolution of customers resolved w ithin 6 w eeks during the month 3 complaints Benchmark: (Resolution ≥ 98% % of billing complaints (for post paid customer) / w ithin 4 w eeks & 100% w ithin 6 w eeks and Charging/Credit/Validity (for Pre paid customer) resolved w ithin 4 100.00% 100.00% DNA 100.00% 100.00% NA NA NA 100.00% Credit/Waiver w ithin one w eek of resolution of w eeks complaints) % of billing complaints (for post paid customer) / Charging/Credit/Validity (for Pre paid customer) resolved w ithin 6 100.00% 100.00% DNA 100.00% 100.00% NA NA NA 100.00% w eeks Period of applying credit/Waiver/Adjustment to customers account 7 7 DNA 7 7 NA NA NA 7 from the date of resolution of complaints (In DAYS) No. of Requests for Termination/ Closure of service (A) 23 5064 DNA 2768 123 0 219 744 7828 Termination / Closures (Customer care 4 No. of requested handled w ithin 7 days (B) 23 5064 DNA 2768 123 0 219 744 7828 promptness in attending to customers request) % of Termination/ Closure of service w ithin 7 days (B*100/A ) 100.00% 100.00% DNA 100.00% 100.00% NA 100.00% 100.00% 100.00% Time taken for refund of deposits after No. of Payments/ Refunds due (A) 72 0 DNA 2038 1923 0 50 48 11676 5 closures: Benchmark (100% w ithin 60 Cleared over a period of <60 days (B) 72 0 DNA 2038 1647 0 50 48 11676 days) Refunds Successfull Completion (B/A)*100 100.00% NA DNA 100.00% 85.65% NA 100.00% 100.00% 100.00% Total no of calls attempted to customer care/Call center(A) 22381740 6187054 DNA 28245234 5100810 33030775 0 705594 24098940 Total no. of calls successfully established to customer care/Call 22028453 6187054 DNA 28081019 5061841 32681944 0 694545 24098940 center (B)

Response time to customer assistance % Accessibility of Call centre /customer Care (B *100/ A) 98.42% 100.00% DNA 99.42% 99.24% 98.94% NA 98.43% 100.00% Benchmark: (Accessibility of call center 6 >=95% and Calls answ ered by operator w ithin Total Calls reached to operator for Voice to Voice (C) 4702451 6935373 DNA 8439602 1235873 9656098 14077 987143 8145150 90 seconds i.e. Voice to Voice >=95%) Total number of calls answ ered by the operator (Voice to voice) 4468235 6840743 DNA 8422917 1176230 9620246 13807 951044 8040300 w ithin 90 seconds (D) % age of calls answ ered by the operators (voice to voice) w ithin 90 95.02% 98.64% DNA 99.80% 95.17% 99.63% 98.08% 96.34% 98.71% seconds (D *100/ C) Total no of complaints received in the call centre (Tech+ Non Tech) 13136 128192 DNA 67926 7767 22747 0 3619 37774

13136 123672 DNA 67926 7767 22747 0 3583 37774 Total no of complaints addressed at call center level

100.00% 96.47% DNA 100.00% 100.00% 100.00% NA 99.01% 100.00% % of complaints addressed at call center level 7 Customer Care & Grievances Redressal 10 3 DNA 7 93 0 359 36 0 Total no of appeals received by the appellate authority

10 0 DNA 7 93 0 359 32 0 Total no of complaints addressed by Appellate authority

100.00% 0.00% DNA 100.00% 100.00% NA 100.00% 88.89% NA % of complaints addressed by Appellate authority POSTPAID 1060 214075 DNA 118391 82675 NA 3336 25899 579701 8 Subscribers Base PREPAID 7132621 18751451 DNA 10780522 8081520 12624993 130458 4571213 18815360

July to September 2016 – UP East Circle 53

7.2. 3 DAY LIVE CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR MOBILE SERVICES (JULY TO SEPTEMBER - 2016 MONTHS AUDITED DATA) Response time to customer assistance Total number of calls % age calls Total no of Total no. of calls % age of Total Calls answered by answered by OPERATOR calls attempted successfully Accessibility of reached to the operator the operator to customer established to Call centre operator for (Voice to within 90 care/Call customer care/Call (Voice to voice) within seconds center center Voice) 90 seconds OPERATOR >=95% >=95% AIRCEL 542245 533455 98.38% 115778 114336 98.75% AIRTEL 222835 222835 100.00% 84164 80986 96.22% BSNL DNA DNA DNA DNA DNA DNA IDEA 1035311 1032434 99.72% 273014 272623 99.86% RCOM GSM DNA DNA 99.24% DNA DNA 95.33% TELENOR 1032393 1020415 98.84% 318177 317436 99.77% TTSL CDMA 0 0 NA 140 140 100.00% TTSL GSM 18675 18378 98.41% 25356 25138 99.14% Vodafone 646564 646564 100.00% 224261 221769 98.89%

July to September 2016 – UP East Circle 54

8. CUSTOMER SERVICE DELIVERY (SUMMARY)

Time taken for refund of Metering and Billing Response time to customer for Billing Complaints Termination & Closures deposits after closures: credibility assistance Benchmark

%age of call Name of Service Provider %age %age %age of where % of Termination/ %age of calls answered by the Postpaid Prepaid complaints complaints credit/waiver is Cleared over a period of <60 Closure of service answered by operators ( voice Subscribers Subscribers resolved within resolved received within one days (100%) within 7 days (100 %) the IVR to voice) within 90 4 weeks within 6 weeks week seconds

Benchmark ≤ 0.1% ≤ 0.1% ≥ 98% = 100% = 100% = 100% = 100% ≥ 95% ≥ 95% AIRCEL 0.03% 0.00% 100.00% NA 100.00% 100.00% 100.00% 98.42% 95.02% AIRTEL 0.01% 0.03% 100.00% 100.00% 100.00% 100.00% NA 100.00% 98.64% BSNL DNA DNA DNA DNA DNA DNA DNA DNA DNA IDEA 0.05% 0.10% 100.00% 100.00% 100.00% 100.00% 100.00% 99.42% 99.80% RCOM GSM 0.09% 0.10% 100.00% 100.00% 100.00% 100.00% 85.65% 99.24% 95.17% TELENOR NA 0.01% NA NA 100.00% NA NA 98.94% 99.63% TTSL CDMA 0.00% 0.00% NA NA 100.00% 100.00% 100.00% NA 98.08% TTSL GSM 0.00% 0.00% NA NA 100.00% 100.00% 100.00% 98.43% 96.34% VODAFONE 0.08% 0.01% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.71%

Customer Care & Grievances Redressal Name of Service Provider % of Complaints % of Complaints addressed at call center level addressed by Appellate Authority AIRCEL 100.00% 100.00% AIRTEL 96.47% 0.00% BSNL DNA DNA IDEA 100.00% 100.00% RCOM GSM 100.00% 100.00% TELENOR DNA NIL TTSL CDMA NA 100.00% TTSL GSM 99.01% 88.89% VODAFONE 100.00% NIL

July to September 2016 – UP East Circle 55

LIVE CALLING ASSESSMENT

July to September 2016 – UP East Circle 56

9. LIVE CALLING ASSESSMENT:

9.1. INTER OPERATOR CALLS ASSESSMENT: Inter operator call assessment with a sample of 2x50 test calls for each Service provider operating in UP East service area during the time 1100 to 1400 Hrs and 1600 to 1900 was carried out by Phistream auditors. The test calls were made from one operator to another within the same licensed area to judge the ease of connectivity amongst the operators. While doing this exercise, the radio part, the switch part and POI in between the two operators are involved. Congestion in any of these network elements could result in congestion in the network.

Inter Operator RCOM TTSL TTSL Call Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM Assessment

Aircel - 100% 100% 100% 100% 100% 100% 100% 100% Airtel 100% - 100% 100% 100% 100% 100% 100% 100% BSNL 100% 100% - 100% 100% 100% 100% 100% 100% Idea 100% 100% 100% - 100% 100% 100% 100% 100% RCOM GSM 100% 100% 100% 100% - 100% 100% 100% 100% Telenor 100% 100% 100% 100% 100% - 100% 100% 100% TTSL CDMA 100% 100% 100% 100% 100% 100% - 100% 100% TTSL GSM 100% 100% 100% 100% 100% 100% 100% - 100% VODAFONE 100% 100% 100% 100% 100% 100% 100% 100% -

The result of the testing revealed that the inter connection performance among the operators was quite satisfactory. Thus there was no remarkable problem in interconnection from one operator to other operators.

July to September 2016 – UP East Circle 57

10. CUSTOMER CARE / HELPLINE ASSESSMENT & BILLING COMPLAINTS:

LIVE CALLING TO CALL CENTRE RCOM TTSL TTSL Parameter Telenor Aircel Airtel BSNL IDEA Vodafone GSM CDMA GSM Total No. of calls Attempted 100 100 100 100 100 100 100 100 100 Total no of calls attempted to customer care/Call center 100 100 100 100 100 100 100 100 100 Total no. of calls successfully established to customer 100 100 100 100 100 100 100 100 100 care/Call center % Accessibility of Call centre /customer Care (Total call successfully 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% established *100 / Total call attempt) Total Calls reached to agent desk for Voice to Voice (Total 100 100 100 100 100 100 100 100 100 call attempt) Total number of calls answered by the operator (Voice to voice) 100 100 100 100 100 100 100 100 100 within 90 seconds % age of calls answered by operator(voice to voice) (Total call successfully 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% established within 90 Sec.*100 / Total call attempt) In case of calls answered by operators (voice to voice) within 90 seconds when test calls were made to the call centers, 100% calls were connected to the Operator within 90.LIVE CALLING ASSESSMENT FOR BILLING COMPLIANTS:

TELEPHONIC INTERVIEW FOR BILLING COMPLAINTS

RCOM TTSL TTSL Parameter Aircel Airtel BSNL IDEA Telenor VODAFONE GSM CDMA GSM

Total No. of calls Attempted 1 45 DNA 100 100 0 0 2 100

Total No. of calls Answered 1 35 DNA 85 76 0 0 2 87

Cases resolved within 4 weeks 1 35 DNA 85 76 0 0 2 87

%age of cases resolved 100% 100% 100% 100% 100% 100% 100% 100% 100%

To test the Service Providers performance on billing related complaints and their resolutions, PhiStream auditors conducted a customer feedback calling for about random 100 nos. of customers. However, in some cases, the number of customers contacted for verification was very less due to less number of billing complaints. During live calling, some of the customers did not attend the calls, so shortfall was made good by taking other complaints to make verification of 100 Complaints. However, most of the customers reported their satisfaction on resolution of the billing complaints. / HELPLINE ASSESSMENT:

July to September 2016 – UP East Circle 58

11. LEVEL -1 CALLING ASSESSMENT:

Level 1 Live Calling

DATE: 27 to 29 July 2016

CIRCLE: UP-East

TYPE: CELLULAR/BASIC SERVICE PROVIDER

PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL

S. NO. L1 Service Number SSA: Jhansi RCOM TTSL TTSL Details Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM 1 100 Police √ √ AB √ √ v √ √ √ 2 101 Fire √ √ √ √ v √ × √ 3 102 Ambulance √ √ √ √ v √ √ √ 104 Health Information 4 Helpline × × √ × v √ × × 108 Emergency and 5 Disaster Management √ √ √ √ v √ √ × Helpline 138 All India Helpine for 6 Passangers √ √ × √ v √ √ × 149 Public Road Transport 7 Utility Service x √ × × v √ × × 8 181 Chief Minister Helpline √ √ × × v × √ × 182 Indian Railway Security 9 Helpline √ √ × √ x × × × 1033 Road Accident 10 Management Service × × √ √ v × × × 1037 Public Grievance Cell DoT HQ as 'Telecom 11 Consumer Grievance × × × × x × × × Redressal Helpline' 1056 Emergency Medical 12 Services × × × × x × × × 106X State of the Art 13 Hospitals × × × × x × × × 1063 Public Grievance Cell 14 DoT Hq × × × × x × × √ 1064 Anti Corruption 15 Helpline × × × × x × × × 1070 Relief Commission for 16 Natural Calamities × × × × x √ × × 17 1071 Air Accident Helpline × × × × v √ × × 18 1072 Rail Accident Helpline × × × √ x √ × × 1073 Road Accident 19 Helpline × × × × x √ × × 1077 Control Room for 20 District Collector √ √ × √ v × × × 1090 Call Alart ( Crime 21 Branch) √ √ √ √ v √ √ √ 22 1091 Women Helpline √ √ × √ x √ √ √ 1097 National AIDS 23 Helpline to NACO √ × √ × v × √ √ 1099 Central Accident and 24 Trauma Services (CATS) × × × × x × √ × 10580 Educational& 25 Vocational Guidance and × × × × x × × × Counselling

July to September 2016 – UP East Circle 59

10589 Mother and Child 26 Tracking ( MCTH) × × × × x × × × 10740 Central Pollution 27 Control Board × × × × x × × × 10741 Pollution Control 28 Board × × √ × x √ × × 1511 Police Related 29 Service for all Metro × × × × v × × × Railway Project 1512 Prevention of Crime in 30 Railway × √ × × v √ × √ 1514 National Career 31 Service(NCS) × × × √ v × × × 15100 Free Legal Service 32 Helpline × √ × √ x √ √ √ 155304 Municipal 33 Corporations × × × × x × × × 34 155214 Labour Helpline √ √ × × x × √ √ 1903 Sashastra Seema Bal 35 (SSB) √ √ × √ v √ √ √ 1909 National Do Not Call 36 Registry √ √ × √ v √ √ √ 1912 Complaint of 37 Electricity × √ × √ v × × × 38 1916 Drinking Water Supply × × × × v × × × 1950 Election Commission 39 of India × √ × √ v √ × ×

July to September 2016 – UP East Circle 60

Level 1 Live Calling

DATE: 3 to 5 August 2016

CIRCLE: UP-East

TYPE: CELLULAR/BASIC SERVICE PROVIDER

PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL L1 Service S. NO. SSA: Barabanki Number RCOM TTSL TTSL Details Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM 1 100 Police √ √ AB √ √ √ √ √ √ 2 101 Fire √ √ √ √ √ √ √ × 3 102 Ambulance √ √ √ √ √ √ √ √ 104 Health 4 Information × × × × x √ × × Helpline 108 Emergency and Disaster 5 Management √ √ √ √ √ √ √ √ Helpline 138 All India 6 Helpine for √ √ × × √ 3 √ × Passangers 149 Public Road 7 Transport Utility × √ × × √ × √ × Service 181 Chief Minister 8 Helpline √ √ √ × √ √ √ × 182 Indian Railway 9 Security Helpline √ √ × √ √ √ × × 1033 Road Accident 10 Management × × √ × √ × × × Service 1037 Public Grievance Cell DoT HQ as 'Telecom 11 Consumer × × × × x × √ × Grievance Redressal Helpline' 1056 Emergency 12 Medical Services × × × × x × × × 106X State of the 13 Art Hospitals × × × × x √ × × 1063 Public 14 Grievance Cell × × × × x × × √ DoT Hq 1064 Anti 15 Corruption Helpline × × × × x × × × 1070 Relief 16 Commission for × × × × x √ × × Natural Calamities 1071 Air Accident 17 Helpline × × × × x √ √ × 1072 Rail Accident 18 Helpline × × √ √ √ √ × × 1073 Road 19 Accident Helpline × × × × √ × √ × 1077 Control 20 Room for District √ √ × √ x × √ × Collector 1090 Call Alart ( 21 Crime Branch) √ √ √ √ √ √ √ √

July to September 2016 – UP East Circle 61

1091 Women 22 Helpline √ √ × × x √ × √ 1097 National 23 AIDS Helpline to √ × √ × √ × √ √ NACO 1099 Central Accident and 24 Trauma Services × × × × x × × × (CATS) 10580 Educational& 25 Vocational × × × × x × × × Guidance and Counselling 10589 Mother and 26 Child Tracking ( × × × × x × × × MCTH) 10740 Central 27 Pollution Control × × × × x × × × Board 10741 Pollution 28 Control Board × × √ × x √ √ × 1511 Police Related Service for 29 all Metro Railway × × √ × √ × × × Project 1512 Prevention of 30 Crime in Railway × √ × × √ × × √ 1514 National 31 Career × × × × √ × × × Service(NCS) 15100 Free Legal 32 Service Helpline × √ × √ √ √ × √ 155304 Municipal 33 Corporations × × × × x × × × 155214 Labour 34 Helpline √ √ × × x × × √ 1903 Sashastra 35 Seema Bal (SSB) √ √ × √ √ √ √ √ 1909 National Do 36 Not Call Registry √ √ × √ √ √ √ √ 1912 Complaint of 37 Electricity × √ × × √ × √ × 1916 Drinking 38 Water Supply × × × × x × × × 1950 Election 39 Commission of √ √ × √ x × × × India

July to September 2016 – UP East Circle 62

Level 1 Live Calling

DATE: 24 to 26 August 2016

CIRCLE: UP-East

TYPE: CELLULAR/BASIC SERVICE PROVIDER

PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL

S. NO. L1 Service Number SSA: Hardoi RCOM TTSL TTSL Details Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM 1 100 Police √ √ AB √ √ v √ × √ 2 101 Fire √ √ √ √ v √ √ √ 3 102 Ambulance √ √ √ √ v √ √ √ 104 Health Information 4 Helpline × × × × × √ × × 108 Emergency and 5 Disaster Management √ √ √ √ v √ √ √ Helpline 138 All India Helpine for 6 Passangers √ √ √ √ v √ √ √ 149 Public Road Transport 7 Utility Service × √ × × v √ √ × 8 181 Chief Minister Helpline × √ × √ v × √ √ 182 Indian Railway Security 9 Helpline √ √ × √ × × × × 1033 Road Accident 10 Management Service √ × × √ v √ √ × 1037 Public Grievance Cell DoT HQ as 'Telecom 11 Consumer Grievance × × × × × × × × Redressal Helpline' 1056 Emergency Medical 12 Services × × × × × × × × 106X State of the Art 13 Hospitals × × × × × × × √ 1063 Public Grievance Cell 14 DoT Hq × × × × × × × √ 1064 Anti Corruption 15 Helpline × × × × × × × × 1070 Relief Commission for 16 Natural Calamities × × × × × × × × 17 1071 Air Accident Helpline × × × × v √ × × 18 1072 Rail Accident Helpline × × × √ v √ × × 1073 Road Accident 19 Helpline × × × × v √ √ × 1077 Control Room for 20 District Collector × √ × √ × √ √ × 1090 Call Alart ( Crime 21 Branch) √ √ √ √ v √ √ √ 22 1091 Women Helpline √ √ × √ × √ × √ 1097 National AIDS 23 Helpline to NACO √ × √ × v × √ √ 1099 Central Accident and 24 Trauma Services (CATS) × × × × × × × × 10580 Educational& 25 Vocational Guidance and × × × × × × × × Counselling 10589 Mother and Child 26 Tracking ( MCTH) × × × × × × × × 10740 Central Pollution 27 Control Board × × × × × × × × 10741 Pollution Control 28 Board × × × × × × × ×

July to September 2016 – UP East Circle 63

1511 Police Related 29 Service for all Metro × × × × v × × × Railway Project 1512 Prevention of Crime in 30 Railway × √ √ × × × × √ 1514 National Career 31 Service(NCS) × × × × v × × √ 15100 Free Legal Service 32 Helpline × √ × × v √ × √ 155304 Municipal 33 Corporations × × × × × × × × 34 155214 Labour Helpline √ √ × × × × × √ 1903 Sashastra Seema Bal 35 (SSB) √ √ √ √ v × × √ 1909 National Do Not Call 36 Registry × √ √ √ v √ × √ 1912 Complaint of 37 Electricity √ √ × √ × √ √ × 38 1916 Drinking Water Supply × × × × × × × × 1950 Election Commission 39 of India × √ √ × v √ × ×

July to September 2016 – UP East Circle 64

Level 1 Live Calling

DATE: 29 to 31 August 2016

CIRCLE: UP-East

TYPE: CELLULAR/BASIC SERVICE PROVIDER

PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL L1 Service S. NO. SSA: Allahabad Number RCOM TTSL TTSL Details Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM 1 100 Police √ √ AB √ √ v √ √ √ 2 101 Fire √ √ √ √ v √ √ √ 3 102 Ambulance √ √ √ √ v √ √ √ 104 Health 4 Information × × × × × × × × Helpline 108 Emergency and Disaster 5 Management √ × √ √ v √ √ √ Helpline 138 All India 6 Helpine for √ √ √ √ v √ √ × Passangers 149 Public Road 7 Transport Utility × √ × × v √ √ × Service 181 Chief Minister 8 Helpline × √ × × v √ √ × 182 Indian Railway 9 Security Helpline √ √ × √ v × × × 1033 Road Accident 10 Management × × × √ v √ √ × Service 1037 Public Grievance Cell DoT HQ as 'Telecom 11 Consumer × × × × × × × × Grievance Redressal Helpline' 1056 Emergency 12 Medical Services × × × × × × × × 106X State of the 13 Art Hospitals × × × × × × × × 1063 Public 14 Grievance Cell × × × × × × × √ DoT Hq 1064 Anti 15 Corruption Helpline × × × × × × × × 1070 Relief 16 Commission for × × × × × × × × Natural Calamities 1071 Air Accident 17 Helpline × × × × × × × × 1072 Rail Accident 18 Helpline × √ × √ v × × √ 1073 Road 19 Accident Helpline × √ × × v √ √ √ 1077 Control 20 Room for District × √ × √ × √ √ × Collector 1090 Call Alart ( 21 Crime Branch) √ √ √ √ v √ √ √

July to September 2016 – UP East Circle 65

1091 Women 22 Helpline √ √ × √ v × × √ 1097 National 23 AIDS Helpline to √ √ √ × v √ √ × NACO 1099 Central Accident and 24 Trauma Services × × × × × × × × (CATS) 10580 Educational& 25 Vocational × × × × × × × × Guidance and Counselling 10589 Mother and 26 Child Tracking ( × × × × × × × × MCTH) 10740 Central 27 Pollution Control × × × × × × × × Board 10741 Pollution 28 Control Board × × × × × × × × 1511 Police Related Service for 29 all Metro Railway × × × × v × × × Project 1512 Prevention of 30 Crime in Railway × × √ × v × × × 1514 National 31 Career × × × √ v × × × Service(NCS) 15100 Free Legal 32 Service Helpline × √ × √ × × × × 155304 Municipal 33 Corporations × × × × × × × × 155214 Labour 34 Helpline × × × × × × × × 1903 Sashastra 35 Seema Bal (SSB) √ √ √ √ v √ √ √ 1909 National Do 36 Not Call Registry × √ √ √ v × × √ 1912 Complaint of 37 Electricity √ √ × √ × √ √ × 1916 Drinking 38 Water Supply × × × × × × × × 1950 Election 39 Commission of × × √ √ v × × × India

July to September 2016 – UP East Circle 66

Level 1 Live Calling

DATE: 1 to 3 September 2016

CIRCLE: UP-East

TYPE: CELLULAR/BASIC SERVICE PROVIDER

PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL L1 Service S. NO. SSA: Varanasi Number RCOM TTSL TTSL Details Aircel Airtel BSNL Idea Telenor Vodafone GSM CDMA GSM 1 100 Police √ √ AB √ √ v √ × √ 2 101 Fire √ √ √ √ v √ √ √ 3 102 Ambulance √ √ √ √ v √ √ √ 104 Health 4 Information √ × × × × × × × Helpline 108 Emergency and Disaster 5 Management √ × √ √ v √ √ √ Helpline 138 All India 6 Helpine for √ √ √ √ v √ √ × Passangers 149 Public Road 7 Transport Utility × √ × × v √ √ × Service 181 Chief Minister 8 Helpline × √ × × v √ √ √ 182 Indian Railway 9 Security Helpline √ √ × √ × √ √ √ 1033 Road Accident 10 Management × × × √ v × × × Service 1037 Public Grievance Cell DoT HQ as 'Telecom 11 Consumer × × × × × × × × Grievance Redressal Helpline' 1056 Emergency 12 Medical Services × × × × × × × × 106X State of the 13 Art Hospitals × × × × × × × × 1063 Public 14 Grievance Cell × × × × × × × × DoT Hq 1064 Anti 15 Corruption Helpline × × × × × × × × 1070 Relief 16 Commission for × × × × × × × × Natural Calamities 1071 Air Accident 17 Helpline × √ × × v × × × 1072 Rail Accident 18 Helpline × √ × √ v × × × 1073 Road 19 Accident Helpline × √ × × v × × × 1077 Control 20 Room for District × × × √ × √ √ × Collector 1090 Call Alart ( 21 Crime Branch) √ √ √ √ v √ √ √

July to September 2016 – UP East Circle 67

1091 Women 22 Helpline √ √ × √ × × × √ 1097 National 23 AIDS Helpline to √ √ √ × v √ √ × NACO 1099 Central Accident and 24 Trauma Services × × × × × × × × (CATS) 10580 Educational& 25 Vocational × × × × × × × × Guidance and Counselling 10589 Mother and 26 Child Tracking ( × × × × × × × × MCTH) 10740 Central 27 Pollution Control × × × × × × × × Board 10741 Pollution 28 Control Board × × × × × × × × 1511 Police Related Service for 29 all Metro Railway × × × × v × × × Project 1512 Prevention of 30 Crime in Railway × × √ × × × × √ 1514 National 31 Career × × × √ v × × √ Service(NCS) 15100 Free Legal 32 Service Helpline × √ × √ v √ √ √ 155304 Municipal 33 Corporations × × × × × × × × 155214 Labour 34 Helpline √ √ × × × × × √ 1903 Sashastra 35 Seema Bal (SSB) √ √ √ √ v × × × 1909 National Do 36 Not Call Registry × √ √ √ v × × √ 1912 Complaint of 37 Electricity √ √ × √ × √ √ √ 1916 Drinking 38 Water Supply × √ × × × × × × 1950 Election 39 Commission of × √ √ √ v × × × India

July to September 2016 – UP East Circle 68

DRIVE TEST

July to September 2016 – UP East Circle 69

12. OPERATOR ASSISTED DRIVE TEST

The drive test was conducted simultaneously for all the operators present in the UP East circle. As per the new directive given by TRAI headquarters, drive test for the month of July, August and September, 2016 were conducted at a SSA level. Drive test was conducted for three days in each SSA and the selection of routes ensured that the maximum towns, villages, highways are covered as part of drive test. The routes were selected on basis of the complaints received from the customers. The auditors were present in vehicles of every operator. The holding period for all test calls was 120 seconds and the gap between calls was 10 seconds.

For measuring voice quality RxQual samples for GSM operators and Frame Error Rate (FERs) for CDMA service providers were measured. RxQual greater than 5 meant that the sample was not of appropriate voice quality and for CDMA operators FERs of more than 4 were considered bad. Call drops were measured by the number of calls that were dropped to the total number of calls established during the drive test. Similarly CSSR was measured as the ratio of total calls established to the total call attempts made. Signal strength was measured in Dbm with strength > -75dbm for indoor, -85 dbm for in-vehicle and > -95 dbm outdoor routes. Below is the schedule and operators involved in the drive test for the UP East circle.

Drive Test

Sr.No. Date Name of SSA

1 27 TO 29 JULY Jhansi

2 3 TO 5 AUGUST Barabanki

3 24 TO 26 AUGUST Hardoi

4 29 TO 31 AUGUST Allahabad

5 1 TO 3 SEPTEMBER Varanasi

July to September 2016 – UP East Circle 70

Day 1 Day 2 Day 3 Date Name of SSA Name of SDCA & KM Route Covered Name of SDCA Route Covered Name of SDCA Route Covered Covered (Outdoor/Indoor) & KM Covered (Outdoor/Indoor) & KM Covered (Outdoor/Indoor) Outdoor: Outdoor: Outdoor: MAJOR ROAD- MAURANIPUR MAJOR ROAD- MAJOR ROAD- JHANSI CITY-GARAUTHA KHURD- BABINA RURAL- BUS STAND- GURSARAI DEHAT MOHANLALGANJ- CHIRGAON BUS TALBEHAT BUS STAND-CHARGAON HIGHWAY- MAURANIPUR- STAND-RAMNAGAR- RAILWAY STATION- GARAUTHA-GURSARA SIONI KHURD BAMHROLI

WITHIN CITY - MAURANIPUR- HIGHWAY- JHANSI - HIGHWAY- JHANSI GARAUTHA-GURSARAI BABINA-TALBEHAT- MEDICAL COLLEGE- LALITPUR PARICHHA-MAHEBA- Indoor: CHIRGAON-MOTH BABINA MAURANIPUR,GARAUT MAURANIPUR BUS STATION WITHIN CITY - JHANSI, ,TALBEHT, 27 TO 29 JULY Jhansi HA,GURSARAI - 100 BABINA-TALBEHAT- CHIRGAON, WITHIN CITY - JHANSI- LALITPUR - 150 KM LALIT PUR POST MOTH - 100 KM GWALIOR ROAD- KM OFFICE-KACHEHARI- SADAR BAZAR-DKD BUSSTAND CHAURAHA- CHIRGAON Indoor: KACHEHARI-MOTH LALITPUR BUS STAND Indoor: JHANSI RAILWAY STATION

Outdoor: Outdoor: Outdoor: MAJOR ROAD- RAMSANEHI MAJOR ROAD- MAJOR ROAD- GHAT TO HAIDAR GARH, RAMNAGAR TO BARABANKI TO HAIDAR GARH TO BARABANKI FATEHPUR, ZAIDPUR, ZAIDPUR TO FATEHPUR TO BARABANKI HIGHWAY- BARABANKI TO DEWA RAMSANEHI GHAT HIGHWAY- BARABANKI HIGHWAY- TO FAIZABAD ROAD WITHIN CITY - RAMSANEHI BARABANKI TO TO SAFEDABAD TO GHAT, HAIDAR GARH BARABANKI, RAMNAGAR, DEWA BARABANKI RAM SANEHI GHAT, RAMNAGAR, TO BARABANKI BARABANKI- 3 TO 5 AUGUST Barabanki HAIDAR GARH - 150 KM Indoor: FATEHPUR - 110 KM WITHIN CITY - Fire Station Haidargarh Barabanki 140 KM WITHIN CITY - BARABANKI BARABANKI, RAMNAGAR, Indoor: FATEHPUR Barabanki Railway Station Indoor: Railway Station Fatehpur Barabanki

July to September 2016 – UP East Circle 71

Outdoor: Outdoor: Outdoor: MAJOR ROAD- Sandi to Bilgram, MAJOR ROAD- MAJOR ROAD- Pihani Sandi, Subhash Park, BGR Inter Balamau Road,Shahjahanpur College,Aparcot Town,Balamau Road,Pali Road,Pali Station,Balamau to Tiraha to Bus Stand HIGHWAY-Hardoi to Sandi,Bilgram Sandila to Madhavganj HIGHWAY- Hardoi to HIGHWAY- Hardoi Shahabad WITHIN CITY - Hardoi,Sandi,Sirva Hanuman Mandir to Chauk,Sandi Fort,Neeb Karori Baghauli,Baghauli to WITHIN CITY - Hardoi Baba, Apna Medical Store, SBI Sandila Raiway Station,Indian Bank, Nogheta Road, Post Office Oil,Railway Ganj, Galla WITHIN CITY - Mandi,Lucknow Indoor: Baghauli Hardoi,Hanuman Hardoi, Chungi,Maruti Suzuki Sandi,Madhavganj - 130 24 TO 26 AUGUST Hardoi Police Station Madhavganj Town,Sandila - Mandir,Baghauli Shahabad - 130 Showroom,DM KM 170 KM Town,Police Chauki KM Awas,Pihani Chungi,Bus Sandila,Railway Stop,Jailroad, Station,Sandila,Main Tahseel(Sahabad),Allahp Market,Post ur Tiraha,Main Office,Aandhra Market,Mandi Bank,Sandila Tiraha,Sandila Indoor: Enterprises Gari Chand Tiraha Shahabad Indoor: Dahra Masjid Sandila

Outdoor: Outdoor: Outdoor: MAJOR ROAD- BSNL office to MAJOR ROAD- Bsnl HIGHWAY- Jhusi sallahpur,sikandra to office to naini, ,Andawa By phoolpur,phoolpur to jhusi, jhusi to gohwaniya to karchna, pass,Saidabad,Handia, bsnl office karchna to sirsa baraut

HIGHWAY-Sallahpur to muratganj, HIGHWAY- Naini to WITHIN CITY - Bsnl khokraj to kurihar, kurihar to soroan jasra, jasra to office, civil line , high BHARWARI,PHOOLPUR - shankargarh, shankargarh, karchna ALLAHABAD - court, ashok nagar,belly 29 TO 31 AUGUST Allahabad 130 KM WITHIN CITY - Muratganj to sirsa - 170 KM to rampur, Rampur to 130 KM road, railway station, bharwari, bharwari to khokhraj, naini chowk, kalindipram, soroan to sikandra, phoolpur, high jhalwa, sulem sarai, court to bsnl office WITHIN CITY - bamrauli,tagore town Shankargarh,Sirsa .behrana,alopibagh,jhusi Indoor: Bsnl office ALLAHABAD Indoor: Indoor: Shivrajpur BSNL OFFICE ALLAHABAD

Outdoor: Outdoor: Outdoor: WITHIN CITY - Bsnl Office. MAJOR ROAD- MAJOR ROAD- Chowk, Luxa ,Chaukaghat, Cantt, Ramnagar, Padav, Chandpur, Mohan Sarai, Lahartara, BHU, Bhelupur, Mughal sarai Kapsethi, Nakkata, Lohta Maidagin, Lahurabeer, Kashi Vidyapeeth HIGHWAY- Baburi HIGHWAY- Rajatalab, Kachwa bazaar, Aurai, Indoor: WITHIN CITY - Sarohi BSNL Office, Sigra Chakia Bhadohi - 141 1 TO 3 SEPTEMBER Varanasi Varanasi - 165 KM Chakia- 206 KM KM WITHIN CITY - Bhadohi Indoor: BSNL Office, Sigra Indoor: BSNL Office, Sigra

July to September 2016 – UP East Circle 72

12.1. ROUTE COVER MAP: JHANSI SSA: DAY 1

12.2. ROUTE MAP: JHANSI SSA: DAY 2

July to September 2016 – UP East Circle 73

12.3. ROUTE MAP: JHANSI SSA: DAY 3

12.4. DRIVE TEST OUTCOME

RCOM TTSL TTSL Sr.No. Parameter Aircel Airtel Idea BSNL Telenor Vodafone GSM GSM CDMA

1 Total Calls Attempt (A) 166 588 463 AB 269 477 360 82 545

2 Total Calls Blocked (B) 1 4 0 2 0 3 0 0 Blocked Call Rate in % 3 0.60% 0.68% 0.00% 0.74% 0.00% 0.83% 0.00% 0.00% (B*100/A) 4 Total Calls Established ('C) 165 584 460 267 477 348 81 545

5 Total Calls Drop (D) 0 0 0 0 1 0 1 0

Dropped Calls Rate in % 6 0.00% 0.00% 0.00% 0.00% 20.96% 0.00% 1.22% 0.00% (D*100/C)

Call Setup Success Rate in 7 99.40% 99.32% 99.35% 99.26% 100.00% 96.67% 98.78% 100.00% % (C*100/A)

Handover Success Rate % 8 (total HO Success * 100.00% 97.80% 99.77% 98.97% 99.08% 100.00% 100.00% 100.00% 100/Total HO attempt)

July to September 2016 – UP East Circle 74

12.5. ROUTE COVER MAP: BARABANKI SSA: DAY 1

12.6. ROUTE MAP: BARABANKI SSA: DAY 2

July to September 2016 – UP East Circle 75

12.7. ROUTE MAP: BARABANKI SSA: DAY 3

12.8. DRIVE TEST OUTCOME

RCOM TTSL TTSL Sr.No. Parameter Aircel Airtel Idea BSNL Telenor Vodafone GSM GSM CDMA 1 Total Calls Attempt (A) 548 501 491 AB 310 495 456 179 1039 2 Total Calls Blocked (B) 1 0 0 1 4 1 1 0 Blocked Call Rate in % 3 0.18% 0.00% 0.00% 0.32% 0.81% 0.22% 0.56% 0.00% (B*100/A) Total Calls Established 4 547 501 491 309 491 451 177 1039 ('C) 5 Total Calls Drop (D) 0 0 1 0 4 0 0 0 Dropped Calls Rate in % 6 0.00% 0.00% 0.20% 0.00% 0.81% 0.00% 0.00% 0.00% (D*100/C) Call Setup Success Rate 7 99.82% 100.00% 100.00% 99.68% 99.19% 98.90% 98.88% 100.00% in % (C*100/A)

Handover Success Rate % 8 (total HO Success * 99.11% 97.67% 98.20% 99.53% 97.69% 100.00% 100.00% 99.74% 100/Total HO attempt)

July to September 2016 – UP East Circle 76

12.9. ROUTE COVER MAP: HARDOI SSA: DAY 1

12.10. ROUTE MAP: HARDOI SSA: DAY 2

July to September 2016 – UP East Circle 77

12.11. ROUTE MAP: HARDOI SSA: DAY 3

12.12. DRIVE TEST OUTCOME

RCOM TTSL TTSL Sr.No. Parameter Aircel Airtel Idea BSNL Telenor Vodafone GSM GSM CDMA

1 Total Calls Attempt (A) 546 577 502 AB 328 527 474 310 638 2 Total Calls Blocked (B) 2 1 2 3 4 1 0 5 Blocked Call Rate in % 3 0.37% 0.17% 0.40% 0.91% 0.76% 0.21% 0.00% 0.78% (B*100/A) 4 Total Calls Established ('C) 544 576 500 325 523 471 309 633 5 Total Calls Drop (D) 0 0 0 1 0 0 1 0 Dropped Calls Rate in % 6 0.00% 0.00% 0.00% 0.31% 0.00% 0.00% 0.32% 0.00% (D*100/C) Call Setup Success Rate in 7 99.63% 99.83% 99.60% 99.09% 99.24% 99.37% 100.00% 99.22% % (C*100/A)

Handover Success Rate % 8 (total HO Success * 98.66% 99.07% 100.00% 100.00% 99.84% 97.80% 100.00% 99.51% 100/Total HO attempt)

July to September 2016 – UP East Circle 78

12.13. ROUTE COVER MAP: ALLAHABAD SSA: DAY 1

12.14. ROUTE MAP: ALLAHABAD SSA: DAY 2

July to September 2016 – UP East Circle 79

12.15. ROUTE MAP: ALLAHABAD SSA: DAY 3

12.16. DRIVE TEST OUTCOME RCOM TTSL TTSL Sr.No. Parameter Aircel Airtel Idea BSNL Telenor Vodafone GSM GSM CDMA 1 Total Calls Attempt (A) 537 660 579 AB 499 883 397 283 823 2 Total Calls Blocked (B) 5 11 6 11 3 2 2 5 Blocked Call Rate in % 3 0.93% 1.67% 1.04% 2.20% 0.34% 0.50% 0.71% 0.61% (B*100/A) 4 Total Calls Established ('C) 532 649 573 488 880 393 280 818 5 Total Calls Drop (D) 4 8 0 2 1 3 1 2 Dropped Calls Rate in % 6 0.75% 1.23% 0.00% 0.41% 0.11% 0.76% 0.35% 0.24% (D*100/C) Call Setup Success Rate in 7 99.07% 98.33% 98.96% 97.80% 99.66% 99.99% 98.93% 99.39% % (C*100/A) Handover Success Rate % 8 (total HO Success * 97.60% 97.84% 99.05% 98.38% 99.03% 99.48% 100.00% 97.46% 100/Total HO attempt)

July to September 2016 – UP East Circle 80

12.17. ROUTE COVER MAP: VARANASI SSA: DAY 1

12.18. ROUTE MAP: VARANASI SSA: DAY 2

July to September 2016 – UP East Circle 81

12.19. ROUTE MAP: VARANASI SSA: DAY 3

12.20. DRIVE TEST OUTCOME

RCOM TTSL TTSL Sr.No. Parameter Aircel Airtel Idea BSNL Telenor Vodafone GSM GSM CDMA

1 Total Calls Attempt (A) 614 812 641 AB 619 681 559 365 672

2 Total Calls Blocked (B) 4 8 1 18 7 2 3 2 Blocked Call Rate in % 3 0.65% 0.99% 15.60% 2.91% 1.03% 0.36% 0.82% 0.30% (B*100/A) 4 Total Calls Established ('C) 610 804 640 601 674 553 361 670

5 Total Calls Drop (D) 1 3 0 2 3 4 0 0 Dropped Calls Rate in % 6 0.16% 0.37% 0.00% 0.33% 0.45% 0.72% 0.00% 0.00% (D*100/C) Call Setup Success Rate in 7 99.35% 99.01% 99.84% 97.09% 98.97% 98.93% 98.90% 99.70% % (C*100/A) Handover Success Rate % 8 (total HO Success * 95.81% 98.31% 99.05% 97.64% 97.30% 99.08% 100.00% 98.73% 100/Total HO attempt)

July to September 2016 – UP East Circle 82

13. BLOCK SCHEMATIC DIAGRAM

13.1. ERICSSON

July to September 2016 – UP East Circle 83

13.2. NSN

July to September 2016 – UP East Circle 84

13.3. HUAWEI

July to September 2016 – UP East Circle 85

14. ABBREVIATIONS

Following terms/abbreviations have been used in this report. This section provides meaning of the abbreviations used in the report.

 TRAI – Telecom Regulatory Authority of India

 QoS – Quality of Service

 SSA – Secondary Switching Area

 NOC – Network Operation Center

 OMC – Operations and Maintenance Center

 MSC – Mobile Switching Center

 PMR – Performance Monitoring Reports

 TCBH – Time Consistent Busy Hour

 CBBH - Cell Bouncing Busy Hour

 BTS – Base Transceiver Station

 CSSR – Call Setup Success Rate

 TCH – Traffic Channel

 SDCCH – Standalone Dedicated Control Channel

 CDR – Call Drop Rate

 FER – Frame Error Rate

 SIM – Subscriber Identity Module

 GSM – Global System for Mobile

 CDMA – Code Division Multiple Access

 NA – Not Applicable

 NC – Non Compliance

 POI – Point of Interconnection

 IVR – Interactive Voice Response

 STD – Standard Trunk Dialling

 ISD – International Subscriber Dialling

July to September 2016 – UP East Circle 86

15. ANNEXURE

15.1. 2G VOICE PMR DATA: CONSOLIDATED Consolidated Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.20% 0.38% 0.24% 0.31% 0.10% 0.17% 0.17% 0.18% 0.12% service area Network Availability No. of BTSs having accumulated ≤ 2% 0.93% 1.76% 0.90% 1.03% 0.65% 0.16% 0.75% 0.75% 0.51% downtime of >24 hours in a month

Call Set-up Success Rate (Within Connection ≥ 95% 99.03% 95.07% 98.72% 99.07% 96.12% 97.26% 97.91% 96.25% 98.89% Licensee own network Establishment SDDCH/Paging chl. Congestion ≤ 1% 0.49% 0.57% 0.59% 0.53% 0.44% 0.61% 0.00% 0.41% 0.28% (Accessibility) TCH Congestion ≤ 2% 0.46% 0.82% 1.31% 0.87% 1.19% 1.68% 0.21% 1.49% 1.11% Call Drop Rate (%age) ≤ 2% 0.76% 1.15% 1.17% 1.06% 0.17% 1.43% 0.12% 0.53% 1.00% Connection Worst Affected cell having more ≤ 3% 2.77% 2.75% 2.60% 2.57% 0.57% 8.72% 2.14% 2.96% 4.18% Maintenance than 3% TCH drop (Retainability) %age of connection with good ≥ 95% 97.44% 96.35% 97.43% 96.59% 98.56% 94.96% 99.97% 96.44% 95.76% voice quality

 VODAFONE has a parameter value of 4.18% and failed to meet the benchmark of ≤ 3% connection maintenance worst affected cell with TCH drop.  TELENOR has a parameter value of 8.72% and failed to meet the benchmark of≤ 3% connection maintenance worst affected cell with TCH drop.  TELENOR has a parameter value of 94.96% and failed to meet the benchmark of ≥95% connection maintenance %age of connection with good voice quality.

15.2. 3G VOICE PMR: CONSOLIDATED

Consolidated Network Parameters Name of Service Provider

Benchmark AIRCEL AIRTEL BSNL IDEA VODAFONE Sum of downtime of BTSs in a month in hrs. in the licensed ≤ 2% 0.21% 0.75% DNA 0.38% 0.37% service area Network Availability No. of BTSs having accumulated downtime of >24 hours in a ≤ 2% 0.73% 1.80% DNA 1.71% 1.74% month

Call Set-up Success Rate (Within Licensee own network ≥ 95% 98.73% 99.89% 97.60% 99.64% 99.80% Connection Establishment (Accessibility) RRC Congestion: ≤ 1% 0.04% 0.19% 0.89% 0.62% 0.06% RAB Congestion: ≤ 2% 0.00% 0.11% 0.58% 0.11% 0.04% Circuit Switched Voice Drop Rate ≤ 2% 0.50% 0.36% 0.97% 0.56% 0.33% Worst affected cells having more than 3% Circuit Switched Connection Maintenance ≤ 3% 3.26% 1.97% 2.80% 2.44% 2.91% (Retainability) Voice Drop Rate: Percentage of connections with Good Circuit Switched Voice ≥ 95% 99.50% 99.18% DNA 98.18% 99.00% Quality

 AIRCEL has a parameter value of 3.26% and failed to meet the benchmark of ≤ 3% connection maintenance worst affected cell with TCH drop.

July to September 2016 – UP East Circle 88

15.3. BILLING AND CUSTOMER CARE Time taken for refund of Metering and Billing Termination & Response time to customer for Billing Complaints deposits after closures: credibility Closures assistance Benchmark Name of %age of call Service %age %age %age of where % of Termination/ %age of calls answered by the Provider Postpaid Prepaid complaints complaints credit/waiver is Closure of service Cleared over a period of answered by operators ( voice Subscribers Subscribers resolved within resolved received within one within 7 days (100 <60 days (100%) the IVR to voice) within 90 4 weeks within 6 weeks week %) seconds

Benchmark ≤ 0.1% ≤ 0.1% ≥ 98% = 100% = 100% = 100% = 100% ≥ 95% ≥ 95% AIRCEL 0.03% 0.00% 100.00% NA 100.00% 100.00% 100.00% 98.42% 95.02% AIRTEL 0.01% 0.03% 100.00% 100.00% 100.00% 100.00% NA 100.00% 98.64% BSNL DNA DNA DNA DNA DNA DNA DNA DNA DNA IDEA 0.05% 0.10% 100.00% 100.00% 100.00% 100.00% 100.00% 99.42% 99.80% RCOM GSM 0.09% 0.10% 100.00% 100.00% 100.00% 100.00% 85.65% 99.24% 95.17% TELENOR NA 0.01% NA NA 100.00% NA NA 98.94% 99.63% TTSL CDMA 0.00% 0.00% NA NA 100.00% 100.00% 100.00% NA 98.08% TTSL GSM 0.00% 0.00% NA NA 100.00% 100.00% 100.00% 98.43% 96.34% VODAFONE 0.08% 0.01% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.71%

 RCOM has a parameter value of 85.65% and failed to meet the benchmark of =100% Time taken for refund of deposits after closures: Benchmark Cleared over a period of <60 days (100%).

Name of Service Provider Customer Care & Grievances Redressal

July to September 2016 – UP East Circle 89

% of Complaints addressed at call center level % of Complaints addressed by Appellate Authority

Benchmark AIRCEL 100.00% 100.00% AIRTEL 96.47% 0.00% BSNL DNA DNA IDEA 100.00% 100.00% RCOM GSM 100.00% 100.00% TELENOR DNA NIL TTSL CDMA NA 100.00% TTSL GSM 99.01% 88.89% VODAFONE 100.00% NIL

July to September 2016 – UP East Circle 90

15.4. 2G-PMR COMPARISON (TSP VS. AUDIT AGENCY): NETWORK PARAMETERS 2G-PMR Report Comparison between Audit Agency and TSP Name of Service Provider Network Parameters Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE

Sum of downtime of BTSs in a month Agency 0.17% 0.01% DNA 0.25% 0.03% 0.18% 0.13% 0.20% 0.13% ≤ 2% in hrs. in the licensed service area TSP 0.22% 0.57% 1.75% 0.35% 0.11% 0.19% 0.18% 0.21% 0.13% Network Availability No. of BTSs having accumulated Agency 0.93% 1.76% 0.90% 1.03% 0.65% 0.16% 0.75% 0.75% 0.51% ≤ 2% downtime of >24 hours in a month TSP 0.93% 1.74% 1.81% 1.03% 0.65% 0.16% 0.75% 0.76% 0.51%

Call Set-up Success Rate (Within Agency 99.03% 95.07% 98.72% 99.07% 96.12% 97.26% 97.91% 96.25% 98.89% ≥ 95% Licensee own network TSP 99.03% 95.05% 98.68% 99.07% 96.12% 97.26% 97.91% 96.25% 98.89% Connection Agency 0.49% 0.57% 0.59% 0.53% 0.44% 0.61% 0.00% 0.41% 0.28% Establishment SDDCH/Paging chl. Congestion ≤ 1% (Accessibility) TSP 0.49% 0.60% 0.66% 0.53% 0.44% 0.61% 0.00% 0.41% 0.28% Agency 0.46% 0.82% 1.31% 0.87% 1.19% 1.68% 0.21% 1.49% 1.11% TCH Congestion ≤ 2% TSP 0.46% 0.82% 1.76% 0.87% 1.20% 1.68% 0.21% 1.49% 1.11% Agency 0.76% 1.15% 1.17% 1.06% 0.17% 1.43% 0.12% 0.53% 1.00% Call Drop Rate (%age) ≤ 2% TSP 0.76% 1.16% 1.26% 1.06% 0.17% 1.43% 0.12% 0.53% 1.00% Connection Worst Affected cell having more than Agency 2.77% 2.75% 2.60% 2.57% 0.57% 8.72% 2.14% 2.96% 4.18% Maintenance ≤ 3% 3% TCH drop (Retainability) TSP 2.77% 2.76% 2.58% 2.55% 0.55% 8.71% 2.14% 2.96% 4.18% %age of connection with good voice Agency 97.44% 96.35% 97.43% 96.59% 98.56% 94.96% 99.97% 96.44% 95.76% ≥ 95% quality TSP 97.44% 96.27% 96.50% 96.59% 98.55% 94.96% 99.97% 96.44% 95.77%

15.4.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE AREA

July to September 2016 – UP East Circle 91

Sum of downtime of BTSs in a month in hrs. in the licensed service area

2.50% 1.75%

2.00%

1.50%

0.71%

0.57% 0.35%

1.00% 0.34%

0.27%

0.26%

0.25%

0.22%

0.21%

0.20%

0.19%

0.18%

0.18%

0.17%

0.17%

0.17%

0.14%

0.13% 0.13%

0.13%

0.11%

0.07%

0.03%

0.01% 0.00% 0.50% 0.00%

0.00% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E PMR Audit 2G Audit Agency (PCPL) 0.17% 0.01% 0.00% 0.25% 0.03% 0.18% 0.13% 0.20% 0.13% PMR Audit 2G TSP 0.22% 0.57% 1.75% 0.35% 0.11% 0.19% 0.18% 0.21% 0.13% 3 Day Live Audit 2G 0.17% 0.71% 0.00% 0.34% 0.07% 0.17% 0.27% 0.26% 0.14% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

15.4.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH

July to September 2016 – UP East Circle 92

No. of BTSs having accumulated downtime of >24 hours in a month

2.50%

1.81%

1.76% 1.74%

2.00%

1.03% 1.03% 0.93%

1.50% 0.93%

0.90%

0.76%

0.75%

0.75%

0.75%

0.65% 0.65% 0.51%

1.00% 0.51%

0.38%

0.22%

0.16% 0.16%

0.10%

0.03%

0.03%

0.01%

0.00% 0.00% 0.50% 0.00%

0.00% RCOM TTSL VODAFO AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA NE PMR Audit 2G Audit Agency (PCPL) 0.93% 1.76% 0.90% 1.03% 0.65% 0.16% 0.75% 0.75% 0.51% PMR Audit 2G TSP 0.93% 1.74% 1.81% 1.03% 0.65% 0.16% 0.75% 0.76% 0.51% 3 Day Live Audit 2G 0.03% 0.01% 0.00% 0.38% 0.00% 0.10% 0.22% 0.03% 0.00% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

July to September 2016 – UP East Circle 93

15.4.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK)

Call Set-up Success Rate (Within Licensee own network

99.10%

99.07%

99.07%

99.03% 99.03%

99.02%

98.89%

98.89%

98.75%

98.72%

98.68%

98.66%

97.91% 97.91%

100.00% 97.76%

97.39%

97.26% 97.26%

99.00%

96.25% 96.25%

96.12%

96.12% 96.09%

98.00% 95.88%

95.07% 95.05% 97.00% 95.01% 96.00% 95.00% 94.00% 93.00% 92.00% RCO TTSL AIRCE AIRTE TELE TTSL VODA BSNL IDEA M CDM L L NOR GSM FONE GSM A PMR Audit 2G Audit Agency (PCPL) 99.03% 95.07% 98.72% 99.07% 96.12% 97.26% 97.91% 96.25% 98.89% PMR Audit 2G TSP 99.03% 95.05% 98.68% 99.07% 96.12% 97.26% 97.91% 96.25% 98.89% 3 Day Live Audit 2G 99.02% 95.01% 98.66% 99.10% 95.88% 97.39% 97.76% 96.09% 98.75% Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00%

July to September 2016 – UP East Circle 94

15.4.4. SDDCH/PAGING CHL. CONGESTION SDDCH/Paging chl. Congestion

1.20%

1.00% 0.66%

0.66%

0.61%

0.61%

0.61%

0.60%

0.59%

0.57%

0.56%

0.53%

0.53%

0.53%

0.52%

0.49% 0.49%

0.80% 0.46%

0.44%

0.44%

0.43%

0.41%

0.41%

0.32% 0.28% 0.60% 0.28%

0.40%

0.00% 0.00% 0.00% 0.20%

0.00% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E PMR Audit 2G Audit Agency (PCPL) 0.49% 0.57% 0.59% 0.53% 0.44% 0.61% 0.00% 0.41% 0.28% PMR Audit 2G TSP 0.49% 0.60% 0.66% 0.53% 0.44% 0.61% 0.00% 0.41% 0.28% 3 Day Live Audit 2G 0.46% 0.66% 0.61% 0.52% 0.53% 0.56% 0.00% 0.43% 0.32% Benchmark ≤ 1% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00%

July to September 2016 – UP East Circle 95

15.4.5. TCH CONGESTION TCH Congestion

2.50% 2.06%

1.76%

1.68% 1.68% 1.60%

2.00% 1.58%

1.49% 1.49%

1.33%

1.31%

1.25%

1.20%

1.19% 1.11%

1.50% 1.11%

0.87%

0.87%

0.85%

0.82%

0.82% 0.82%

1.00% 0.53%

0.46%

0.46%

0.21% 0.21%

0.50% 0.11%

0.00% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E PMR Audit 2G Audit Agency (PCPL) 0.46% 0.82% 1.31% 0.87% 1.19% 1.68% 0.21% 1.49% 1.11% PMR Audit 2G TSP 0.46% 0.82% 1.76% 0.87% 1.20% 1.68% 0.21% 1.49% 1.11% 3 Day Live Audit 2G 0.53% 0.82% 2.06% 0.85% 1.33% 1.60% 0.11% 1.58% 1.25% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

July to September 2016 – UP East Circle 96

15.4.6. CALL DROP RATE (%AGE) Call Drop Rate (%age) 2.50%

2.00%

1.44%

1.43%

1.43%

1.26%

1.26%

1.17%

1.16%

1.16%

1.15%

1.06%

1.06%

1.06% 1.00%

1.50% 1.00%

0.94%

0.76%

0.76%

0.73%

0.53% 0.53%

1.00% 0.52%

0.17%

0.17%

0.17%

0.12%

0.12% 0.12% 0.50%

0.00% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E PMR Audit 2G Audit Agency (PCPL) 0.76% 1.15% 1.17% 1.06% 0.17% 1.43% 0.12% 0.53% 1.00% PMR Audit 2G TSP 0.76% 1.16% 1.26% 1.06% 0.17% 1.43% 0.12% 0.53% 1.00% 3 Day Live Audit 2G 0.73% 1.16% 1.26% 1.06% 0.17% 1.44% 0.12% 0.52% 0.94% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

15.4.7. WORST AFFECTED CELL HAVING MORE THAN 3% TCH DROP

July to September 2016 – UP East Circle 97

Worst Affected cell having more than 3% TCH drop

8.72%

8.71% 8.57% 10.00% 9.00% 8.00%

7.00%

4.18% 4.18%

6.00% 4.06%

2.96% 2.96% 2.80%

5.00% 2.79%

2.78%

2.77%

2.77%

2.76%

2.75%

2.60%

2.58%

2.57%

2.55%

2.51%

2.50%

2.26% 2.14% 4.00% 2.14%

3.00% 1.21%

0.57% 0.55% 2.00% 1.00% 0.00% AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE PMR Audit 2G Audit Agency (PCPL) 2.77% 2.75% 2.60% 2.57% 0.57% 8.72% 2.14% 2.96% 4.18% PMR Audit 2G TSP 2.77% 2.76% 2.58% 2.55% 0.55% 8.71% 2.14% 2.96% 4.18% 3 Day Live Audit 2G 2.80% 2.78% 2.51% 2.50% 1.21% 8.57% 2.26% 2.79% 4.06% Benchmark ≤ 3% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00%

July to September 2016 – UP East Circle 98

15.4.8. %AGE OF CONNECTION WITH GOOD VOICE QUALITY

%Age of connection with good voice quality

99.97% 99.97% 99.97%

98.64%

98.56% 98.55%

97.45%

97.44% 97.44%

97.43%

96.73%

96.59%

96.59%

96.50%

96.44% 96.44%

96.35%

96.30%

96.27% 96.26%

95.84%

95.76% 95.77%

95.04%

94.96% 94.96%

100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 0.00% 10.00% 0.00% AIRCE AIRTE RCOM TELEN TTSL TTSL VODA BSNL IDEA L L GSM OR CDMA GSM FONE PMR Audit 2G Audit Agency (PCPL) 97.44% 96.35% 97.43% 96.59% 98.56% 94.96% 99.97% 96.44% 95.76% PMR Audit 2G TSP 97.44% 96.27% 96.50% 96.59% 98.55% 94.96% 99.97% 96.44% 95.77% 3 Day Live Audit 2G 97.45% 96.26% 0.00% 96.73% 98.64% 95.04% 99.97% 96.30% 95.84% Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00%

15.5. 3G-PMR COMPARISON (TSP VS. AUDIT AGENCY): 3G NETWORK PARAMETERS

July to September 2016 – UP East Circle 99

3G-PMR Report Comparison between Audit Agency and TSP Name of Service Provider Network Parameters Benchmark Airtel Aircel BSNL Idea Vodafone Sum of downtime of BTSs in a month in hrs. in the licensed Agency 0.21% 0.75% DNA 0.38% 0.37% ≤ 2% service area TSP 0.21% 0.81% 1.50% 0.38% 0.27% Network Availability No. of BTSs having accumulated downtime of >24 hours in a Agency 0.73% 1.80% DNA 1.71% 1.74% ≤ 2% month TSP 0.73% 1.77% 1.57% 1.71% 1.74% Agency 98.73% 99.89% 97.60% 99.64% 99.80% Call Set-up Success Rate (Within Licensee own network ≥ 95% TSP 98.35% 99.89% 96.67% 99.64% 99.79% Connection Establishment Agency 0.04% 0.19% 0.89% 0.62% 0.06% RRC Congestion: ≤ 1% (Accessibility) TSP 0.04% 0.18% 0.83% 0.62% 0.06% Agency 0.00% 0.11% 0.58% 0.11% 0.04% RAB Congestion: ≤ 2% TSP 0.00% 0.11% 0.73% 0.11% 0.04% Agency 0.50% 0.36% 0.97% 0.56% 0.33% Circuit Switched Voice Drop Rate ≤ 2% TSP 0.50% 0.38% 1.47% 0.56% 0.33% Connection Maintenance Worst affected cells having more than 3% Circuit Switched Voice Agency 3.26% 1.97% 2.80% 2.44% 2.91% ≤ 3% (Retainability) Drop Rate: TSP 3.26% 1.99% 2.77% 2.29% 2.90% Percentage of connections with Good Circuit Switched Voice Agency 99.50% 99.18% DNA 98.18% 99.00% ≥ 95% Quality TSP 99.50% 99.17% 96.50% 98.18% 99.00%

15.5.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE AREA

July to September 2016 – UP East Circle 100

Sum of downtime of BTSs in a month in hrs. in the licensed service area 2.50%

2.00% 1.50%

1.50%

0.81% 0.75%

1.00%

0.38% 0.38%

0.37%

0.37%

0.36%

0.36%

0.33%

0.27%

0.21% 0.21% 0.00% 0.50% 0.00%

0.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 0.21% 0.75% 0.00% 0.38% 0.37% PMR Audit 3G TSP 0.21% 0.81% 1.50% 0.38% 0.27% 3 Day Live Audit 3G 0.33% 0.36% 0.00% 0.37% 0.36% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00%

July to September 2016 – UP East Circle 101

15.5.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH No. of BTSs having accumulated downtime of >24 hours in a month

2.50%

1.80%

1.77%

1.74%

1.74%

1.71% 1.71%

2.00% 1.57%

1.50%

0.73% 0.73% 1.00%

0.50% 0.09%

0.03%

0.00% 0.00% 0.00% 0.00%

0.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 0.73% 1.80% 0.00% 1.71% 1.74% PMR Audit 3G TSP 0.73% 1.77% 1.57% 1.71% 1.74% 3 Day Live Audit 3G 0.00% 0.09% 0.00% 0.03% 0.00% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00%

July to September 2016 – UP East Circle 102

15.5.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK)

Call Set-up Success Rate (Within Licensee own network)

99.91%

99.89%

99.89%

99.80%

99.79%

99.78%

99.65%

99.64% 99.64%

98.73%

98.35%

97.97% 97.60%

100.00% 97.35% 99.00% 96.67% 98.00% 97.00% 96.00% 95.00% 94.00% 93.00% 92.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 98.73% 99.89% 97.60% 99.64% 99.80% PMR Audit 3G TSP 98.35% 99.89% 96.67% 99.64% 99.79% 3 Day Live Audit 3G 97.97% 99.91% 97.35% 99.65% 99.78% Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00% 95.00%

July to September 2016 – UP East Circle 103

15.5.4. RRC CONGESTION RRC Congestion

1.20%

0.89%

0.85% 0.83%

1.00%

0.62% 0.62%

0.80% 0.49%

0.60% 0.33%

0.19%

0.19% 0.18%

0.40% 0.11%

0.06%

0.06%

0.04% 0.04% 0.20%

0.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 0.04% 0.19% 0.89% 0.62% 0.06% PMR Audit 3G TSP 0.04% 0.18% 0.83% 0.62% 0.06% 3 Day Live Audit 3G 0.33% 0.19% 0.85% 0.49% 0.11% Benchmark ≤ 1% 1.00% 1.00% 1.00% 1.00% 1.00%

15.5.5. RAB CONGESTION

July to September 2016 – UP East Circle 104

RAB Congestion 2.50%

2.00%

1.50%

0.73%

0.70% 0.58%

1.00%

0.11%

0.11%

0.11%

0.11%

0.10%

0.09%

0.08%

0.04% 0.04%

0.01%

0.00% 0.00% 0.50%

0.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 0.00% 0.11% 0.58% 0.11% 0.04% PMR Audit 3G TSP 0.00% 0.11% 0.73% 0.11% 0.04% 3 Day Live Audit 3G 0.01% 0.09% 0.70% 0.10% 0.08% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00%

July to September 2016 – UP East Circle 105

15.5.6. CIRCUIT SWITCHED VOICE DROP RATE Circuit Switched Voice Drop Rate 2.50%

2.00% 1.47%

1.50% 1.03%

0.97%

0.56%

0.56%

0.55%

0.53% 0.50%

1.00% 0.50%

0.38%

0.36%

0.36%

0.33%

0.33% 0.30%

0.50%

0.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 0.50% 0.36% 0.97% 0.56% 0.33% PMR Audit 3G TSP 0.50% 0.38% 1.47% 0.56% 0.33% 3 Day Live Audit 3G 0.55% 0.36% 1.03% 0.53% 0.30% Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00%

July to September 2016 – UP East Circle 106

15.5.7. WORST AFFECTED CELLS HAVING MORE THAN 3% CIRCUIT SWITCHED VOICE DROP RATE Worst affected cells having more than 3% Circuit Switched Voice Drop

Rate

3.37%

3.33% 3.26%

4.00% 3.26%

2.91%

2.91%

2.90%

2.80% 2.77%

3.50% 2.76%

2.44% 2.34%

3.00% 2.29%

1.99% 1.97% 2.50%

2.00%

1.50%

1.00%

0.50%

0.00% Airtel Aircel BSNL Idea Vodafone PMR Audit 3G Audit Agency (PCPL) 3.26% 1.97% 2.80% 2.44% 2.91% PMR Audit 3G TSP 3.26% 1.99% 2.77% 2.29% 2.90% 3 Day Live Audit 3G 3.37% 3.33% 2.91% 2.34% 2.76% Benchmark ≤ 3% 3.00% 3.00% 3.00% 3.00% 3.00%

July to September 2016 – UP East Circle 107

15.5.8. PERCENTAGE OF CONNECTIONS WITH GOOD CIRCUIT SWITCHED VOICE QUALITY

Percentage of connections with Good Circuit Switched Voice Quality

99.68%

99.50%

99.50%

99.18%

99.17% 99.16%

99.00% 99.00% 99.01%

98.18% 98.18% 98.18% 96.50%

100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00%

30.00%

0.00% 0.00% 20.00% 10.00% 0.00% Vodafo Airtel Aircel BSNL Idea ne PMR Audit 3G Audit Agency (PCPL) 99.50% 99.18% 0.00% 98.18% 99.00% PMR Audit 3G TSP 99.50% 99.17% 96.50% 98.18% 99.00% 3 Day Live Audit 3G 99.68% 99.16% 0.00% 98.18% 99.01% Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00% 95.00%

July to September 2016 – UP East Circle 108

15.6. PMR COMPARISON (TSP VS. AUDIT AGENCY): CSD PARAMETERS Time taken for refund of Metering and Billing Termination & Response time to customer for Billing Complaints deposits after credibility Closures assistance closures: Name of Benchmark Service %age of call % of Provider %age of where answered by %age complaints %age complaints Termination/ Cleared over a %age of calls Postpaid Prepaid credit/waiver is the operators ( resolved within 4 resolved within 6 Closure of service period of <60 answered by the Subscribers Subscribers received within voice to voice) weeks weeks within 7 days (100 days (100%) IVR one week within 90 %) seconds Benchmark ≤ 0.1% ≤ 0.1% ≥ 98% = 100% = 100% = 100% = 100% ≥ 95% ≥ 95% Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP AIRCEL 0.03% 0.03% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.42% 98.42% 95.02% 95.02% AIRTEL 0.01% 0.00% 0.03% 0.02% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% NA 100.00% 100.00% 100.00% 98.64% 98.64% BSNL DNA 0.10% DNA 0.09% DNA 100.00% DNA 100.00% DNA 100.00% DNA 100.00% DNA 100.00% DNA 99.00% DNA 98.80% IDEA 0.05% 0.05% 0.10% 0.10% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.42% 99.42% 99.80% 99.80% RCOM GSM 0.09% 0.09% 0.10% 0.09% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 85.65% 85.65% 99.24% 99.24% 95.17% 95.17% TELENOR NA #VALUE! 0.01% 0.01% 100.00% 100.00% 100.00% 100.00% 100.00% #VALUE! NA #VALUE! NA #VALUE! 98.94% 98.94% 99.63% 99.63% TTSL CDMA 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% NA 100.00% 98.08% 99.26% TTSL GSM 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.43% 98.43% 96.34% 97.54% VODAFONE 0.08% 0.08% 0.01% 0.01% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.71% 98.69%

July to September 2016 – UP East Circle 109

15.6.1. POSTPAID SUBSCRIBERS Metering and Billing Credibility : Postpaid

0.12% 0.10%

0.09% 0.09%

0.10% 0.08% 0.08%

0.08%

0.05% 0.05%

0.06%

0.03% 0.03%

0.04%

0.01%

0.00%

0.00%

0.00% 0.00% 0.00%

0.00% 0.00% 0.02% 0.00%

0.00% AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Agency(PCPL) 0.03% 0.01% 0.00% 0.05% 0.09% 0.00% 0.00% 0.00% 0.08% TSP 0.03% 0.00% 0.10% 0.05% 0.09% 0.00% 0.00% 0.00% 0.08% Benchmark ≤ 0.1% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10%

July to September 2016 – UP East Circle 110

15.6.2. PREPAID SUBSCRIBERS

Metering and Billing Credibility : Prepaid

0.10% 0.10%

0.12% 0.10%

0.09% 0.09% 0.10%

0.08%

0.06%

0.03% 0.02%

0.04% 0.01%

0.01%

0.01%

0.01%

0.00% 0.00% 0.00%

0.00% 0.00% 0.00% 0.02% 0.00%

0.00% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E Agency(PCPL) 0.00% 0.03% 0.00% 0.10% 0.10% 0.01% 0.00% 0.00% 0.01% TSP 0.00% 0.02% 0.09% 0.10% 0.09% 0.01% 0.00% 0.00% 0.01% Benchmark ≤ 0.1% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10%

July to September 2016 – UP East Circle 111

15.6.3. %AGE COMPLAINTS RESOLVED WITHIN 4 WEEKS

%Age complaints resolved within 4 weeks

100% 100% 100% 100% 100% 100% 100% 100% 100%

100% 100% 100% 100% 100% 100% 100% 100%

100% 90% 80% 70% 60% 50% 40% 30% 20%

10% 0% 0% RCOM TTSL TTSL VODAFO AIRCEL AIRTEL BSNL IDEA TELENOR GSM CDMA GSM NE Agency(PCPL) 100% 100% 0% 100% 100% 100% 100% 100% 100% TSP 100% 100% 100% 100% 100% 100% 100% 100% 100% Benchmark ≥ 98% 98% 98% 98% 98% 98% 98% 98% 98% 98%

July to September 2016 – UP East Circle 112

15.6.4. %AGE COMPLAINTS RESOLVED WITHIN 6 WEEKS

%Age complaints resolved within 6 weeks

100% 100% 100% 100% 100% 100% 100% 100% 100%

100% 100% 100% 100% 100% 100% 100% 100%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E Agency(PCPL) 100% 100% 0% 100% 100% 100% 100% 100% 100% TSP 100% 100% 100% 100% 100% 100% 100% 100% 100% Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

July to September 2016 – UP East Circle 113

15.6.5. %AGE OF WHERE CREDIT/WAIVER IS RECEIVED WITHIN ONE WEEK

%Age of where credit/waiver is received within one week

100% 100% 100% 100% 100% 100% 100% 100%

100% 100% 100% 100% 100% 100% 100% 100%

100% 99% 98% 97% 96% 95% 94% 93% 92% 91% 90% RCOM TELEN TTSL TTSL VODAF AIRCEL AIRTEL BSNL IDEA GSM OR CDMA GSM ONE Agency(PCPL) 100% 100% 0% 100% 100% 100% 100% 100% 100% TSP 100% 100% 100% 100% 100% 0% 100% 100% 100% Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

July to September 2016 – UP East Circle 114

15.6.6. %AGE OF CALLS ANSWERED BY THE IVR

%Age of calls answered by the IVR

99.42% 99.42%

99.24% 99.24%

99.00%

98.94% 98.94%

98.84%

98.42% 98.42% 98.43% 98.43%

98.41%

98.38%

100% 100% 100% 100% 100% 100% 100% 100%

100.00% 90.00% 80.00% 70.00% 60.00% 50.00%

40.00%

0.00% 0.00%

30.00% 0.00% 0% 20.00% 0% 10.00% 0.00% AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Agency(PCPL) 98.42% 100% 0.00% 99.42% 99.24% 98.94% 0.00% 98.43% 100% TSP 98.42% 100% 99.00% 99.42% 99.24% 98.94% 100% 98.43% 100% Live Calling 98.38% 100% 0% 100% 0% 98.84% 0.00% 98.41% 100% Benchmark ≥ 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%

July to September 2016 – UP East Circle 115

15.6.7. %AGE OF CALL ANSWERED BY THE OPERATORS ( VOICE TO VOICE) WITHIN 90 SECONDS

%Age of call answered by the operators ( voice to voice) within 90 seconds

99.86%

99.77%

99.14%

98.89%

98.75%

99.80% 99.80%

99.63% 99.63%

99.26%

98.80%

98.71%

98.69%

98.64% 98.64%

96.22%

98.08%

97.54%

100%

96.34%

95.17% 95.17%

95.02% 95.02%

100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00%

30.00%

0.00% 0.00% 20.00% 0.00% 10.00% 0.00% AIRCEL AIRTEL BSNL IDEA RCOM GSM TELENOR TTSL CDMA TTSL GSM VODAFONE Agency(PCPL) 95.02% 98.64% 0.00% 99.80% 95.17% 99.63% 98.08% 96.34% 98.71% TSP 95.02% 98.64% 98.80% 99.80% 95.17% 99.63% 99.26% 97.54% 98.69% Live Calling 98.75% 96.22% 0.00% 99.86% 0.00% 99.77% 100% 99.14% 98.89% Benchmark ≥ 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%

15.6.8. % OF TERMINATION/ CLOSURE OF SERVICE WITHIN 7 DAYS (100 %)

July to September 2016 – UP East Circle 116

%Age of Termination/ Closure of service within 7 days

100% 100% 100% 100% 100% 100% 100% 100%

100% 100% 100% 100% 100% 100% 100%

100% 98% 96% 94% 92% 90% 88% 86% 84% 82% 80% RCOM TTSL VODAFON AIRCEL AIRTEL BSNL IDEA TELENOR TTSL GSM GSM CDMA E Agency(PCPL) 100% 100% 0% 100% 100% 0% 100% 100% 100% TSP 100% 100% 100% 100% 100% 0% 100% 100% 100% Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

July to September 2016 – UP East Circle 117

15.6.9. CLEARED OVER A PERIOD OF <60 DAYS (100%)

Cleared over a period of <60 days

100% 100% 100% 100% 100% 100% 100%

100% 100% 100% 100% 100% 86% 100% 86% 90% 80% 70% 60% 50% 40% 30%

20%

0%

0% 0% 10% 0% 0% RCOM TTSL TTSL VODAFO AIRCEL AIRTEL BSNL IDEA TELENOR GSM CDMA GSM NE Agency(PCPL) 100% 0% 0% 100% 86% 0% 100% 100% 100% TSP 100% 100% 100% 100% 86% 0% 100% 100% 100% Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

July to September 2016 – UP East Circle 118

12 KEY FINDINGS

16.1. 2G VOICE PMR - CONSOLIDATED

 VODAFONE has a parameter value of 4.18% and failed to meet the benchmark of ≤ 3% connection maintenance worst affected cell with TCH drop.  TELENOR has a parameter value of 8.72% and failed to meet the benchmark of≤ 3% connection maintenance worst affected cell with TCH drop.  TELENOR has a parameter value of 94.96% and failed to meet the benchmark of ≥95% connection maintenance %age of connection with good voice quality.

16.2. 3G VOICE PMR - CONSOLIDATED

 AIRCEL has a parameter value of 3.26% and failed to meet the benchmark of ≤ 3% connection maintenance worst affected cell with TCH drop.

16.3. BILLING AND CUSTOMER CARE

 RCOM has a parameter value of 85.65% and failed to meet the benchmark of =100% Time taken for refund of deposits after closures: Benchmark Cleared over a period of <60 days (100%).

July to September 2016 – UP East Circle 119

July to September 2016 – UP East Circle 120