| Service Area/Provider-wise Performance of Quality of Service (QoS) for Basic (Wire-line) Service in India - Part II (Quarter ending December, 2017) | ||||||||||
| 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 | Percentage of Calls Ans- wered by the Operators (Voice to Voice) Paid 90 Seconds | %age Requests for Termin- ation/Closure of Service Complied Paid 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 resolution of complaint | > 95% | > 95% | 100% within 7 days | 100% within 60 days | ||
| Andaman and Nicobar Islands | ||||||||||
| Andhra Pradesh | ||||||||||
| Assam | ||||||||||
| Bihar | ||||||||||
| Chattisgarh | ||||||||||
| Chandigarh | ||||||||||
| 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) | ||||||||||
| Uttaranchal | ||||||||||
| West Bengal | ||||||||||
