Transcript Regulation Implementation of Mobile Internet Quality of Service: Role Scope of Civil Society Organisations

Regulation & Implementation of
Mobile Internet Quality of Service:
Role & Scope of Civil Society
Organisations
PRESENTATION BY:
NEHA TOMAR, RESEARCH ASSOCIATE, CUTS INTERNATIONAL
Outline

Background
 Definition of QoS
 Relevance and Importance of Civil Society Representation
in QoS
 Civil Society Representation under TRAI
 Role of Civil Society Representation – Current and
Envisaged
 Challenges Faced by CSOs
 Points for Discussion
Background

Increase in usage of mobile internet – Average mobile internet bill accounted for
45% of the total bill in 2013, in 2014 the same accounted for 54% of the bill

Envisaged growth in mobile internet – In 2013, 174mn users, in June 2015, 213mn
estimated users

Ongoing debate on net neutrality and digital inclusion, the forgotten deliberation
on the importance of quality of service standards in this dynamic sector

Issues – irregular service, high tariff plans, lack of awareness among consumer’s
regarding redressal mechanisms, etc
Definition of QoS

International paradigm:
Collective effect of service performance,
which determines the degree of satisfaction of
a user of the service (ITU)

Telecom Regulatory Authority of India
(TRAI):
Main indicator of the performance of tele
communication network and of the degree to
which such network conforms to the standards
of such quality of service, specified in the
notification
QoS Standards as per TRAI
Name of Parameter
Benchmark
Regulation 2012
Service
Activation/
Within 4 hours
Provisioning
with 95% success
rate
Successful Data Transmission
> 80%
Download Attempts
Successful Data Transmission
> 75%
Upload Attempts
Minimum Download Speed
To be measured
for each plan by
the
service
provider
and
reported to TRAI
Average
Throughput
for
> 75% of the
Packet Data
subscribed speed
Latency
Data < 250 ms
PDP
Context
Activation
≥ 95%
Success Rate
Drop Rate
≤ 5%
Amendment 2014
Minimum Download Speed
≤ 80% of the
usage time
Source: TRAI Website,
http://www.trai.gov.in/Content/Regulation/0_3_REGULATIONS
.aspx
Relevance and Importance of Civil Society
Representation in QoS

Who are CSOs – Institutions encompassing all organisations that exist outside
the State

Why CSOs – Mobile internet, a market driven by consumer demand. A recent
survey revealed that 89% of consumers in India are not satisfied with mobile
internet services, while 43% complained of meek access. 77% surveyors
maintained that TRAI had not taken adequate steps to address the issues which
impede QoS
Civil Society Representation under TRAI

Guidelines for Registration of Consumer Organisations/ Non Governmental
Organisations (NGOs) and their Interaction with TRAI, 2001
-
For systematic representation of consumer groups

Guidelines for Registration of Consumer Organisations/ Non Governmental
Organisations (NGOs) and their Interaction with TRAI, 2013
- To enhance transparency in the registration and interaction process

Current Status – 42 CSOs/ NGOs registered with the Consumer Affairs and
Quality of Service Division, TRAI
Role of Civil Societies in QoS – Current
and Envisaged

-

-
Regulation
Role of CSOs in providing comments and counter comments on draft regulations by
TRAI (VOICE, NHSCE, AUTSPI, ISoc)
Need for further participation of CSOs in providing comments to TRAI
Need for periodic assessment of regulations pertaining to QoS
Implementation
Auditing of QoS reports
Publication of QoS reports
Bring out the challenges in implementing QoS
Challenges Faced by CSOs

Financial limitations – CSOs often face financial constraints as they often depend
on external sources for funding

Lack of training and capacity building – As QoS is a niche subject and coupled
with financial constraints, capacity of CSOs to comprehend issues becomes a
challenge

Poor regulatory feedback – Although comments are provided by CSOs to TRAI,
feedback mechanism by TRAI is missing

Information Asymmetry – While CSOs participate in providing comments, there is
no unanimity in the process
Points for Discussion

Can CSOs play a strong role in monitoring and implementation of QoS? Does the architecture
provide space for stakeholder engagement?

TRAIs procedure of addressing inputs of CSOs on draft regulations – Is there a need for
further transparency and accountability? accountability?

Does the environment provide space for consumer voice at the level of decision making?

Auditing by TRAI is done via three “appointed agencies”. Can CSOs play a role in ensuring
transparent and effective audits?

Should QoS be periodically reviewed?

How can we enhance the experience of CSOs registered with TRAI?
Thank you