As 5G deployment gains momentum across India, concerns about service quality, particularly frequent call drops, have emerged as a significant issue for consumers. While high speeds and low latency are crucial aspects of network performance, they do not encapsulate the entirety of the consumer experience.
Recent reports indicate that Indian telecom operators are failing to deliver services of satisfactory quality, prompting the government to consider revisiting the parameters governing Quality of Services (QoS) that telcos must adhere to. While major players like Reliance Jio, Vodafone Idea, and Bharti Airtel argue against the need for additional parameters, citing the adequacy of existing rules, customer grievances have spurred the government to explore new measures to ensure telcos provide superior services.
Despite the ongoing deployment of 5G, issues like call drops persist, underscoring the need for a holistic approach to service quality. Telcos express concerns about potential burdens associated with new norms, yet the Telecom Regulatory Authority of India (TRAI) maintains a focus on enhancing service standards. TRAI’s consultation paper from last year acknowledged the gravity of service quality issues in the country, emphasizing the urgency of improvement.
With private telecom operators boasting nationwide 4G coverage and some, like Jio and Airtel, venturing into 5G territory, the impending tariff hike necessitates a renewed commitment to service excellence. Telcos, grappling with relatively low revenue levels, may argue that they are operating at their best given prevailing market conditions. Indeed, India’s mobile network tariffs are among the lowest globally, constraining the revenue potential of telcos.
As the government deliberates on measures to enhance service quality, the telecom industry faces a critical juncture. Balancing the imperative for superior services with the financial viability of telcos presents a complex challenge, underscoring the need for collaborative efforts to ensure a seamless and reliable mobile network experience for all consumers across the nation.
