Service Area/Provider-wise Performance of Quality of Service (QoS) for Basic (Wire-line) Service in India - Part II (Quarter ending March, 2021) | |||||||||||
States/UT | 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 | |||
Jammu & Kashmir | |||||||||||
India |