Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) Charging of calls at incorrect rates or more than once; ≤ 1 hour (overcharge refunded) Charging rendered; ≤ 24 hrs (with refund) for services Failed attempts check/determine the balance; not to account ≤ 30 minutes Losing credited amount from a customer’s account; ≤ 1 hour Number of complaints per day related to: wrongly cleared balance, wrong IVR messages, failed attempts to determine the account balance, and failure to provide agreed content; ≤ 10 complaints Disconnection of call due to low or no balance (pre-paid customers) Alert tone sent for low balance before call disconnection ; 75% of credit limit Disconnection of service due to low or no balance (post-paid customers) Time to continue with service after reaching 100% of credit limit. 7 days 9A constant IVR notice of credit expiry remains ON during this period, after which the service provider is at liberty to allow /disallow outgoing calls until debt is settled. 10 The proportion of public paytelephone in full working order i.e. the user is able to make use of the services advertised as normally available. Maximum number of faults per line per year. Public payphones % of public payphones in working order (Measurements to be made as per ETSI EG 201 769-1) Faults per DEL per annum (FDEL) 12 ≥ 90% 1