MNP will force operators offer best services to users

"With MNP due for launch from October 31, 2010, the service providers will not want to lose their customers and are certainly going to raise their quality levels and become more customer friendly," Reliance Communications said.

Hence, the Authority may monitor the situation up to six months after the launch of MNP and may issue guiding principles as of now, for assuring customer satisfaction and for reduction in complaints, it added.

MNP allows subscribers to change their telecom operator while retaining their number.
The regulator had in August this year asked for comments from telecom operators on measures for protecting consumers’ interest and redressal of grievances in a booming telecom market.

The consultation paper aims to strengthen the regulatory framework and provide adequate protection to telecom consumers.Operators also agreed that the present framework for timely disposal of consumer grievances is sufficient.

"The current framework of three-tier resolution of complaint is sufficient for redressal of consumer complaints. It is proposed that regular tracking of resolution service level agreements should be done at the service provider’s end for timely disposal of consumer grievances," CDMA lobby group AUSPI said.

Tata Teleservices was of the view that certain irregularities like power supply and availability of human resources, which are beyond the control of the telcos, should be taken into consideration while judging the quality of service.

"We recommend these for attention of the Authority as they directly affect the QoS compliance costs, achievement of specified parameters and meeting the desired levels of customer satisfaction," it added.

Infotel Broadband Services, which recently won pan-India license to roll out broadband wireless access (BWA) services (high-speed internet) said the QoS regulations should also include parameters for Broadband Fault Rate and MTTR.

"There is also a need to lay down conditions under which the claimed maximum achievable BWA speed is computed. It can be seen that the disparity between actual speed and advertised speed is the major grievance area for most of the broadband subscribers," it added.