Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) Customer help lines Customer complaints Call centre answer success rate; ≥ 98% Customer care line accessible through other networks; ≥1 Average waiting time before a customer is attended by a call centre operator; ≤ 5 minutes Number of complaints per day related to any of: One-way/twoway loss of audio, Cross-talk, Call misdirection to un-intended number, and Voice Quality; ≤ 50 Number of complaints per day in respect of network-related blocking of incoming or outgoing calls; ≤5 Number of complaints per day related to: wrong Cleared Balance, wrong IVR Messages, Failed Attempts to determine the Account Balance, Failure to Provide Agreed Content; ≤ 10 Number of account complaints per one million bills; ≤ 10 Failed attempts to load recharge payment/voucher; ≤ 3hrs for network related faults; ≤ 30 minutes for software related faults. Charging of calls beyond the actual call durations; ≤ 24hrs (with overcharge refunded) Charging of uncompleted/unsuccessful calls; ≤ 1 hour (with refund) 11