| Service Area/Provider-wise Performance of Quality of Service (QoS) for Basic (Wire-line) Service in India - Part II (Quarter ending September, 2020) | ||||||||||
| 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 | ||
| Andhra Pradesh | ||||||||||
| Assam | ||||||||||
| Bihar | ||||||||||
| Delhi | ||||||||||
| Gujarat | ||||||||||
| Himachal Pradesh | ||||||||||
| Haryana | ||||||||||
| Jammu and Kashmir | ||||||||||
| Kerala | ||||||||||
| Kolkata | ||||||||||
| Karnataka | ||||||||||
| Maharashtra | ||||||||||
| Madhya Pradesh | ||||||||||
| Mumbai | ||||||||||
| North East | ||||||||||
| Odisha | ||||||||||
| Punjab | ||||||||||
| Rajasthan | ||||||||||
| Tamil Nadu | ||||||||||
| Uttar Pradesh (East) | ||||||||||
| Uttar Pradesh (West) | ||||||||||
| West Bengal | ||||||||||
