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Sample Data Format
 Service Area/Provider-wise Performance of Quality of Service (QoS) for Basic (Wireline) Service in Rajasthan - Part II
(Quarter ending September, 2021) 
 State  Service Area  Service Provider  Metering and Billing   Response Time to the
Customer for Assistance 		  Termination/Closure of Service 
 Metering
and Billing
Credibility-
Post Paid 		 Metering
and Billing
Credibility-
Pre Paid 		 Resolution of Billing/
Charging/Validity
Complaints 		  Period of
Applying
Credit/Waiver
/Adjustment
to Customer’s
Account from the
Date of Resolution
of Complaints 		 Accessibility
of Call Centre/
Customer Care 		 %age of Calls
Answered by
the Operators
(Voice to Voice)
within 90 Seconds 		 %age
Requests for
Termination/
Closure of
Service
Complied
within 7 Days 		 Time Taken
for Refund
of Deposits
after
Closures 
 Benchmarks 
 ≤0.1%  ≤0.1%  98%
within
4 Weeks 		 100% Within
6 Weeks 		 1 Week of
Rresolution
of Complaint 		 ≥95%  ≥95%  100%
within
7 Days 		 100%
within
60 days 
 Rajasthan                       
                    
                    
                    
                    
 Abbr. :                       
 Abbr. :                       
 Abbr. :                       
 Abbr. :                       
 India                       
 
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