In Short:
The Indian government is concerned about the poor quality of telecom services being provided by operators like Reliance Jio, Vodafone Idea, and Bharti Airtel. Despite their reluctance, the government wants to revisit service quality parameters to improve customer experience. With the deployment of 5G, issues like call drops have become common, prompting the authorities to consider new measures. Telcos, burdened by low tariffs, must work towards offering high-quality services to customers.
Indian Telcos’ Quality of Services a Concern
The Indian telecom operators are facing criticism for not providing satisfactory services to their customers, raising concerns for the government. As a result, the government is considering revisiting the Quality of Services (QoS) parameters that telecom companies are required to meet. While Reliance Jio, Vodafone Idea, and Bharti Airtel argue that the existing rules are adequate and no new parameters are necessary, the government is exploring new measures to ensure improved service quality for customers.
Challenges with 5G Deployment
Issues like call drops have become common for customers since the rollout of 5G in India. Simply offering high speeds and low latency is not sufficient to provide a seamless experience for consumers on a mobile network. Telcos are concerned about the potential burden of complying with new norms.
Regulatory Focus on Service Quality
The Telecom Regulatory Authority of India (TRAI) has identified service quality as a key area for improvement in the telecom sector. TRAI issued a consultation paper last year addressing service standards for telcos, recognizing the significant service quality issues prevalent in India.
Need for Tariff Hike and Service Enhancement
With private telecom operators offering 4G services nationwide and Jio and Airtel also venturing into 5G, ensuring high-quality services to customers becomes essential, especially with an impending tariff hike. Although Indian telecom operators justify their efforts based on current revenue levels, the competitive pricing of mobile network services in India limits their earning potential. Furthermore, the potential for growth in the Indian telecom market lies in the export of native telecom equipment. By focusing on developing and marketing homegrown technologies, telecom operators can not only tap into international markets but also strengthen their revenue streams. This could also potentially mitigate the impact of tariff hikes on domestic customers while allowing for continued investment in 5G infrastructure.
