Service Area/Provider-wise Performance of Quality of Service (QoS) for Basic (Wire-line) Service in India - Part II (Quarter ending March, 2019) | ||||||||||
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 | Accessi- bility 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 | ||
Andaman and Nicobar Islands | ||||||||||
Andhra Pradesh | ||||||||||
Assam | ||||||||||
Bihar | ||||||||||
Chhattisgarh | ||||||||||
Chennai | ||||||||||
Delhi | ||||||||||
Gujarat | ||||||||||
Himachal Pradesh | ||||||||||
Haryana | ||||||||||
Jammu and Kashmir | ||||||||||
Jharkhand | ||||||||||
Kerala | ||||||||||
Kolkata | ||||||||||
Karnataka | ||||||||||
Maharashtra | ||||||||||
Madhya Pradesh | ||||||||||
Mumbai | ||||||||||
North East | ||||||||||
North East-I | ||||||||||
North East-II | ||||||||||
Odisha | ||||||||||
Punjab | ||||||||||
Rajasthan | ||||||||||
Tamil Nadu | ||||||||||
Uttar Pradesh (East) | ||||||||||
Uttar Pradesh (West) | ||||||||||
Uttarakhand | ||||||||||
West Bengal | ||||||||||