Tender Audit II

Last Date of Submission of Bid
By 03.00PM on 26th April, 2010
TELECOM REGULATORY AUTHORITY OF INDIA
Mahanagar Doorsanchar Bhavan,

Jawaharlal Nehru Marg (Old Minto Road),
New Delhi – 110 002
TENDER DOCUMENT No. – II (QOS AUDIT)
Audit and Assessment of Quality of Service

CONTENTS
Sl Section Title Page

no.
1 Notice inviting tender 1
2 Section- I Tender Conditions and Instructions to 3

Bidders
3 Section- II Terms of Reference 15
4 Section- III Schedule for Financial Bid 37
5 Section- IV Technical Proposals – Sample Formats 45
6 Annexure-I Format of Performance Bank Guarantee 51
7 Annexure-2A Details of Telecom Circle/Metro Service 53

Area, service provider (licensees) and
subscriber base (Basic and Cellular Mobile
Telephone Service)
8 Annexure-2B Details of Broadband service provider 61

(licensees) and subscriber base
9 Annexure-2C Details of Telephone Exchanges of service 62

providers providing basic telephone service
(wireline)
10 Annexure-2D Details of MSCs of cellular mobile 65

telephone service providers
Tender Document-II (QOS audit) Signature of authorized representative of bidder ii

TENDER DOCUMENT – II (QOS AUDIT)
INVITATION OF BIDS FOR AUDIT AND ASSESSMENT OF
QUALITY OF SERVICE
Notice Inviting Tender
1. Telecom Regulatory Authority of India, Mahanagar Doorsanchar
Bhavan, Jawaharlal Nehru Marg (Old Minto Road), New Delhi – 110 002
invites sealed tender from companies/firms, (hereinafter referred to as
audit agency), who satisfy the following eligibility conditions for audit and
assessment of quality of service, in terms of the benchmarks specified in
“ The Standards of Quality of Service of Basic Telephone Service (Wireline)
and Cellular Mobile Telephone Service Regulations, 2009 (7 of 2009)
dated 20th March, 2009” and Quality of service of Broadband Service
Regulations, 2006 (11 of 2006) dated 6th October, 2006 on Zonal basis
(East Zone, West Zone, North Zone and South Zone), namely:-
(i) the audit agency should have a turnover of not less than rupees one
crore during the financial year 2008-09 and should have a minimum
cumulative turnover of rupees three crores in the last three
consecutive financial years for which audit has been completed;
(ii) the audit agency should have similar experience of at least three years
in conducting audit /assessment of quality of service and should
have sufficient staff and infrastructure to carry out the audit and
assessment of quality of service work as per the Terms of Reference;
(iii) the audit agency should have sufficient staff with telecom background
for carrying out the audit and assessment of quality of service and
other technical activities as per the Terms of Reference.
2. (i) The Zones shall comprise of the following Telecom Circle/Metro

Service Areas.
North Zone: Delhi, Jammu & Kashmir, Himachal Pradesh, Punjab,

Haryana, Rajasthan, Uttar Pradesh-East and Uttar Pradesh-West
(including Uttarakhand). For the cellular mobile telephone service the
service area of Delhi includes Ghaziabad, Faridabad, Noida and Gurgaon.
South Zone: Chennai, Andhra Pradesh, Karnataka, Tamilnadu (excluding
Chennai) and Kerala.
West Zone: Mumbai, Maharashtra (including Goa and excluding
Mumbai), Gujarat and Madhya Pradesh (including Chattisgarh).
East Zone: Kolkata, West Bengal (including Andaman & Nicobar, Sikkim
and excluding Kolkata), Bihar (including Jharkhand), Orissa, Assam and
North East which includes Arunachal Pradesh, Meghalaya, Mizorum,
Nagaland, Manipur and Tripura.
(ii) Details of the areas covered under each Telecom Circle/ Metro
Service Area are given in the tender document.
Tender Document-II (QOS audit) Signature of authorized representative of bidder 1

3. The tender documents can be purchased on any working day
between 10.00 AM to 3.00 PM in person or by post, from the Section
Officer (QoS), TRAI, 5th Floor, Mahanagar Door Sanchar Bhavan, Jawahar
Lal Nehru Marg (Old Minto Road), New Delhi- 110002, on payment of
Rs.500/- (rupees five hundred) by demand draft drawn on any scheduled
bank in favour of “TRAI” payable at Delhi, with effect from 25th March,
2010 to 9th April, 2010. The Audit agencies shall submit technical as
well as financial bids in separate sealed covers. The bidder shall
submit for both Technical and Financial bid one set of original bid marked
as ‘Original Bid’ along with 4 copies of the same marking as ‘Copy No.1,
Copy No.2, Copy No.3, Copy No.4’. In the event of any discrepancy
between the copies, the Original shall govern. Each page of the tender
document is to be signed in token of the firms having read and accepted
the terms and conditions given in the tender document. The name and
address of the bidder should clearly appear on the envelope. The Tender
No. and date of Tender opening should also appear on the envelope.
4. An Audit agency can submit bids for one or more Zones but not
more than three Zones, in separate sealed covers. The bids in separate
sealed covers for each Zone must be accompanied by earnest money of
Rs.1,00,000/- (Rupees one lakh only) for each zone, as per the details
given in clause 3.0 of the section-I of the tender document.
5. The bid, complete in all respects, should be submitted, not later

than 3.00 PM on 26th April, 2010, to Deputy Advisor (QoS), Telecom
Regulatory Authority of India, Room No.521, 5th Floor, Mahanagar
Doorsanchar Bhavan, Jawaharlal Nehru Marg (Old Minto Road), New
Delhi-110 002. The technical bid will be opened at 3.30 PM on 26th April,
2010. The bidders, if they so desire, may be present at the time of
opening of the bids. A pre-tender conference will be held with the
prospective bidders on 12th April, 2010 at 3.00 PM in the Conference
hall of TRAI on 3rd Floor, Mahanagar Doorsanchar Bhavan Jawaharlal
Nehru Marg (Old Minto Road), New Delhi-110 002.
6. Unsealed bids or bids without the earnest money deposit shall be

summarily rejected.
7. Late Bids: The bids received, either by post or in person, after the
due date and time for submission of bids shall be returned unopened.
8. The audit agencies may be required to make a presentation on the

technical aspects for which date(s) shall be advised separately.
9. No single bidder will normally be awarded work for more than

two Zones. Where a single bidder emerges as successful bidder in three
Zones, the choice of the two Zones for which work will be awarded to him
shall rest with TRAI and shall be binding on such bidder. However, the
Authority reserves the right to award the work for more than two Zones to
a successful bidder, at its discretion, if circumstances so warrant.
(S. C. Saxena)
Deputy Advisor (QOS)
SECTION-I
TENDER CONDITIONS AND INSTRUCTIONS TO BIDDERS
1. Background
1.1 Telecom Regulatory Authority of India’ vide it’s Regulations “The

Standards of Quality of Service of Basic Telephone Service(Wireline) and
Cellular Mobile Telephone Service Regulations,2009 (7 of 2009)” dated
20th March, 2009 published in the Gazette of India Extraordinary Part-III-
Section 4 dated 23rd March, 2009, has laid down the `Quality of Service'
parameters applicable to the basic telephone service (wireline) and
cellular mobile telephone service. A copy of the said regulations is
available at TRAI’s website www.trai.gov.in. These Regulations are
applicable to all the Basic Service Operators/ Unified Access Service
Providers and Cellular Mobile Telephone Service providers, including
BSNL and MTNL.
1.2 Telecom Regulatory Authority of India, vide its Quality of Service for
Broadband Service Regulations, 2006 dated 6th Oct. 2006 (11 of 2006)
published in the Gazette of India Extraordinary Part-III-Section 4 dated
10th Oct. 2006, has laid down the `Quality of service' parameters
applicable to the broadband services. A copy of the said regulations is
available at TRAI’s website www.trai.gov.in. These Regulations are
applicable to all the Internet Service providers, Basic Service providers,
Unified Access Service Providers and Cellular Mobile Telephone Service
Providers including BSNL and MTNL providing broadband services.
1.3 S.N.(i) to (xii) under sub-regulation (1) of regulation 3, pertaining to

Basic Telephone Service (wireline), and S.No. (i) to (x) under sub
regulation (1) of regulation 5, pertaining to Cellular Mobile Telephone
Service, of the Standards of Quality of Service of Basic Telephone
Service(Wireline) and Cellular Mobile Telephone Service Regulations, 2009
(7 of 2009) dated the 20th March, 2009, published in the Gazette of India
Extraordinary Part-III-Section 4 dated the 23rd March, 2009 and Sl (i)
to (viii) of regulation 3 of Quality of Service of Broadband Service
Regulations, 2006 (11 of 2006) have laid down the benchmarks for the
parameters on Quality of service to be achieved by the service providers.
2. Clarification of Tender Document and Pre-Tender Conference
2.1 A prospective bidder, requiring any clarification on the tender

document shall submit in writing the request for any clarification(s) not
later than 4.00 PM of 9th April, 2010 to Deputy Advisor (QoS),
Telecom Regulatory Authority of India, 5th Floor, Mahanagar Doorsanchar
Bhavan, Jawaharlal Nehru Marg (Old Minto Road), New Delhi-110 002
(FAX No.011-23213036). Copies of the query (without identifying the
source) and clarifications by TRAI shall be sent to all the prospective
bidders who have purchased the Tender document.
2.2 Any clarification issued by TRAI in response to a query raised by

prospective bidders shall form an integral part of tender document and it
may amount to an amendment of relevant clauses of the tender
document.
2.3 The bidders are required to keep a watch on TRAI’s Website

www.trai.gov.in for any amendment to the tender document or for
clarifications in response to the queries raised by the bidders up to a day
prior to the last date for submission of bids. TRAI reserves the right to
reject any bids if the bids are submitted without taking into account these
amendments/ clarifications. Further, the prospective bidders shall be
fully responsible for downloading of the amendments, if any made in the
tender document and clarifications, if any issued by TRAI and TRAI
accepts no responsibility whatsoever in this regard.
2.4 The request for clarification received as per para 2.1 above shall be,
to the extent possible, clarified in the pre-tender conference. The pre-
tender conference will be held with the prospective audit agencies, for
technical discussion/ clarifications on technical and other matters
regarding terms and conditions of the tender document. This conference
will be held on 12th April, 2010 at 3.00 PM in the Conference Room of
TRAI located on the 3rd Floor, Mahanagar Doorsanchar Bhavan, New
Delhi – 110 002. As a result of the discussion in this pre-tender
conference, if any modifications to the tender document are considered
necessary, suitable corrigenda/addenda to the tender document will be
issued. A copy of such corrigenda/addenda will be sent to each
prospective bidder who was issued the tender documents. The prospective
audit agency should, on their own, attend the said conference without
waiting for any further communication.
3. Earnest Money Deposit (EMD)
3.1 The prospective audit agency shall submit along with their offer a
bank draft for a sum of Rs.1,00,000 (Rupees one lakh only) drawn on any
scheduled bank in favour of TRAI payable at Delhi as earnest money for
each Zone. Any bid not accompanied by earnest money shall be
summarily rejected. The EMD shall be submitted with the Technical Bid.
The earnest money shall be refunded to the unsuccessful bidders after
finalisation of the tender. The EMD will be returned to the successful
bidder after signing of the contract.
3.2 The EMD may be forfeited in any of the following circumstances :-
(a) If the bidder withdraws his bid during the period of validity of
bids.
(b) In the case of successful bidder, if the bidder fails:
(i) to sign the Contract; or
(ii) to furnish Performance Bank Guarantee in accordance
with Clause 9 of this Section.
4. Eligibility
4.1 The companies/firms (hereinafter referred to as audit agency) who

satisfy the following conditions are eligible for bidding, namely:
(i) the audit agency should have a turnover of not less than
rupees one crore during the financial year 2008-09 and
should have a minimum cumulative turnover of rupees three
crores in the last three consecutive financial years for which
audit has been completed;
(ii) the audit agency should have similar experience of at least

two years in conducting audit /assessment of Quality of
Service and should have sufficient staff and infrastructure to
carry out the audit and assessment of Quality of Service as
per the Terms of Reference; and
(iii) the audit agency should have sufficient staff with telecom
background for carrying out the audit and assessment of
Quality of Service and other technical activities as per the
Terms of Reference.
4.2 The audit agency should submit documentary evidence regarding

fulfillment of the above eligibility conditions including the income tax
clearance/ IT Certificate and PAN Number.
.
5. Terms of Reference
The Terms of Reference for audit and assessment of Quality of
Service provided by service providers is given in Section-II.
6. Schedule for Financial Bid
Schedule for Financial Bid is available at Section-III. The Financial

Bid shall include all levies, duties and taxes, including service tax.
7. Technical Proposal
Standard formats for technical proposals are given in Section-IV.

All the necessary details are required to be filled by the audit agency and
submitted before the last date and time of submission.
8. Last date (due date) for submission of bids
The bid should be submitted not later than 03.00 PM on 26th

April, 2010. Any bid received after the specified date shall be rejected and
returned unopened to the bidder.
9. Performance Bank Guarantee Bond
9.1 The selected audit agency shall furnish a Performance Bank

Guarantee in the proforma given at Annexure-1 from any Scheduled
Bank in India within 15 (fifteen) days from the date of receipt of
the letter of acceptance by the audit agency, for an amount
equivalent to 10% (ten per cent) of the value of the contract before
signing of the contract. In case the furnishing of an acceptable
Performance Bank Guarantee is delayed by the audit agency beyond the
afore-mentioned period, TRAI may cancel the said letter of acceptance
and forfeit the Earnest Money Deposit (EMD) made by the audit agency.
Initially, the bank guarantee(s) shall be valid for a period of one year. The
audit agency, on its own, shall extend the validity period of the bank
guarantee(s) on similar terms at least one month prior to the date of its
expiry without any demand or notice from TRAI. The bank guarantees
shall be kept valid by the audit agency, for an extended period of six
months beyond the period of agreement. Any failure to do so, shall
amount to violation of the terms of the agreement and entitle TRAI to
encash the bank guarantee(s) and to convert it into a cash security
without any reference to the audit agency at its risk and cost. No interest
or compensation whatsoever shall be payable by TRAI on such
encashment. On satisfactory completion of the contract in all respects,
the Performance Bank Guarantee bond shall be returned to the audit
agency.
9.2 In case the contract period is extended by one year to cover audit
and assessment work for one more year, the audit agency shall submit,
within 15 (fifteen) days of intimation about such extension by TRAI, a
fresh (second) Performance Bank Guarantee for an amount equivalent to
10% (ten per cent) of the value of the contract for the extended period in
similar manner and shall also extend the validity of such second bank
guarantee one month before its expiry in the same manner as indicated in
clause 9.1 above.
9.3 Without prejudice to its rights to terminate the contract and to

pursue any other remedy available to it under the law, TRAI may forfeit
full or part of the Performance Bank Guarantee in case –
(i) the audit agency fails to carry out the assigned task as per
the terms and conditions specified in the tender document
and contract agreement; or
(ii) the report is not as per the format approved by TRAI; or
(iii) the report contains information, which is found to be
factually incorrect or materially wrong by TRAI.
10. TRAI’s right to accept or reject a bid without

assigning any reason
TRAI reserves the right to accept or reject any bid without assigning
any reason.
11. Evaluation of the Bid
11.1 The bids shall be evaluated based on both techno-commercial and

financial considerations. The audit agency is required to provide the
following information/ documents along with the technical bid, namely:-
(i) a brief note indicating how the audit agency is equipped to

perform the task, particularly their manpower and
infrastructure capability;
(ii) past experience of audit agency in undertaking works of similar

nature as given in the Terms of Reference in Section-II;
(iii) profile of key personnel to be engaged for the work given in the
Terms of Reference; and
(iv) financial capability.
11.2 The Technical Bid will be technically evaluated giving due

consideration to the audit agency’s conformity with the tender conditions,
its capability to perform the assignment, past experience in carrying out
works of similar nature, profile of personnel to be engaged for this
assignment and financial capability. The audit agencies may be called to
make presentation to the tender evaluation committee constituted for this
purpose. The audit agency shall furnish the clarifications/ detailed
explanations, if sought, on the technical proposals by TRAI or tender
evaluation committee.
11.3 The Financial Bids of only those bidders who qualify in the
evaluation of the Technical Bids, will be opened and evaluated giving due
consideration to the total quoted price on Zonal basis, i.e., as a package
covering all three services, viz, Basic Telephone Service (Wireline), Cellular
Mobile Telephone Service and Broadband service in all service
areas/circles in respective Zone. Total quoted price for a zone only will be
taken for ranking of bids from lowest quoted to highest quoted.
Arithmetical errors shall be rectified on the following basis:-
“If there is a discrepancy between words and figures, the amount in

words shall prevail. If there is discrepancy in the total arrived at
and the rates quoted for each service area of a zone, the total shall
be corrected taking into account the rates quoted for the service
Areas within the zone. If the bidder does not accept the correction
of the errors, his bid shall be rejected”.
11.4 In situations where lowest quoted rates (L1) of two or more bidders
for a Zone are same, in such cases fresh round of financial bidding from
such bidders shall be called. The lowest valid offer shall be declared
successful for signing of the contract.
12. Validity of Contract
The contract for undertaking audit and assessment of Quality of

Service will be valid for a period of 18 (eighteen) months from the date of
signing of the agreement, covering audit and assessment of Quality of
Service of (i) Cellular Mobile Telephone Service provided by all Cellular
Mobile Service Providers (CMSPs)and Unified Access Service Providers in
all the service areas/ circles in the contracted Zone in every quarter for
one year i.e. in each service area in the contracted Zone, the audit and
assessment of Quality of Service of all such service providers have to be
undertaken four times in a year; and (ii) Basic Telephone Service (wireline)
and Broadband Service provided by all Basic Telephone Service (wireline)
Providers (BSOs), Unified Access Service Providers and ISPs (Providing
broadband service) in selected service areas/circles of the contracted Zone

in every quarter for one year in such a way that audit and assessment of
Quality of Service in each service area is undertaken once in a year. The
quarterly periods for the purpose of survey shall be a period of three
months ending 31st March, 30th June, 30th September and 31st December
and two such consecutive quarterly periods shall be one and half yearly
period. The contract period may be extended, at the sole discretion of
TRAI, for one more year covering audit and assessment of Quality of
Service, in similar manner, for four more quarters at the same rate and
terms & conditions as may be specified in the contract.
13. Force Majeure
13.1 If at any time, during the continuance of the contract, the

performance in whole or in part, by the audit agency, of any obligation
specified in the contract, is prevented, restricted, delayed or interfered, by
reason of war or hostility, act of the public enemy, civic commotion,
sabotage, act of State or direction from statutory authority, explosion,
epidemic, quarantine restriction, fire, floods, natural calamities or any act
of GOD, (hereinafter referred to as event), provided notice of happenings
of any such event is given by the audit agency to TRAI within seven
calendar days from the date of occurrence thereof, the audit agency may
be excused from performance of its obligation, provided further that the
obligations under the contract shall be resumed by the audit agency, as
soon as practicable, after such event comes to an end or ceases to exist.
The decision of TRAI as to whether the obligations may be so resumed
(and the time frame within the obligations may be resumed) or not, shall
be final and conclusive.
13.2 However, the Force Majeure events mentioned above will not in any
way cause extension of the period of the contract.
14. Termination:
14.1 TRAI reserves the right to terminate the contract (i) if the audit
agency fails to carry out the work as per the terms and conditions in the
tender documents/contract or (ii) if the reports are delayed or (iii) if the
reports are materially incorrect. The decision of TRAI, as regards such
material incorrectness of the report, shall be final and binding on the
audit agency.
14.2 Delivery of the performance of the audit work shall be made by the
audit agency in accordance with the time schedule specified by TRAI. In
case the audit is not completed in the stipulated delivery period, as
indicated in the contract, TRAI reserves the right to foreclose /cancel this
contract and/or impose a penalty as per clause 17.4. The
cancellation/foreclosing of the contract shall be at the risk and
responsibility of the audit agency and TRAI reserves the right to get the
audit completed for remaining part at the risk and cost of the defaulting
audit agency.

15. Indemnity
In no event shall TRAI be liable to audit agency for special, direct,

indirect or any other damages in connection with or arising out of the
performance or use of services provided by the audit agency under this
contract. The audit agency shall indemnify the TRAI in respect of any
damages, claim, loss or action against TRAI for any act of commission or
omission on the part of the audit agency, its agents or servants.
16. Coordination
16.1 The audit agency shall appoint one of its employees as coordinator
who shall represent the audit agency in all dealings with TRAI.
16.2 All correspondence relating to the tender shall be addressed to

Deputy Advisor (QOS), Telecom Regulatory Authority of India, Mahanagar
Doorsanchar Bhavan, New Delhi-110 002.
17. Payment terms:
17.1 Payment shall be made after completion of audit and submission of

the reports as per the following schedule and after TRAI is satisfied that
the report submitted by the audit agency complies with the formats,
norms and quality specified in the contract:-
Sl. Schedule % payment in terms

No. of total payment for
one year
1. Submission of final reporting formats by the 10%
audit agency incorporating modifications/
corrections suggested by TRAI and its
acceptance by TRAI.
2. Submission of reports of audit and assessment 22.5% of the contract

of Quality of Service conducted during the first price for cellular
quarter- mobile telephone
(a) for the cellular mobile telephone service service and 90% of the
in all the service areas; and contract price for
(b) for basic telephone service (wireline) & basic telephone
broadband service in the specified service (wireline) &
service areas, Broadband services in
in the contracted zone and acceptance of the the service areas
report by TRAI covered in the quarter

of Quality of Service conducted during the price for cellular
second quarter- mobile telephone
service and 90% of the
(a) for the cellular mobile telephone service contract price for
in all the service areas; and basic telephone
(b) for basic telephone service (wireline) & service (wireline) &
broadband service in the specified Broadband services in

service areas, the service areas
covered in the quarter
in the contracted zone and acceptance of the
report by TRAI
4 Submission of reports of audit and assessment 22.5% of the contract

of Quality of Service conducted during the third price for cellular
quarter- mobile telephone
report by TRAI

fourth quarter- mobile telephone
report by TRAI
17.2 In case the validity of the contract is extended for one more year, in
accordance with clause 12 hereinbefore, the payment for the extended
period will be made as follows:
Sl. Schedule % payment in terms

No. of total payment for
one year (extended)
1. Submission of reports of audit and assessment 25% of the contract
of Quality of Service conducted during the first price for cellular
quarter – mobile telephone
(a) for the cellular mobile telephone service service and 100% of
in all the service areas; and the contract price for
(b) for basic telephone service (wireline) & basic telephone
broadband service in the specified service (wireline) &
service areas, Broadband services in
the service areas
in the contracted zone and acceptance of the covered in the quarter
report by TRAI
2. Submission of reports of audit and assessment 25% of the contract

second quarter – mobile telephone
service and 100% of
(a) for the cellular mobile telephone service the contract price for
report by TRAI
3 Submission of reports of audit and assessment 25% of the contract

of Quality of Service conducted during the third price for cellular
quarter – mobile telephone
service and 100% of
report by TRAI
4 Submission of reports of audit and assessment 25% of the contract

fourth quarter- mobile telephone
service and 100% of
report by TRAI
17.3 The audit work shall be completed and all the reports shall be
submitted within the respective time limits as may be specified in the
contract. In respect of Cellular Mobile Telephone service, all the service
areas/circles in each Zone shall be audited in every quarter of the year.
i.e. a service area will be audited four times in a year. However, In
respect of Basic telephone service (wireline) and Broadband service, a
service area/circle in the contracted Zone shall be audited only once in a
year. No extension of the time for completion of the audit and assessment
work and for submission of the report thereof shall be given, except for
exceptional circumstances which, in the opinion of TRAI, necessitate such
extension.
17.4 In case the quarterly audit and assessment of Quality of Service or

the report thereof is delayed a penalty at the rate of 1% (one per cent) of
the contract price for the whole year, for the service areas to be covered in
that quarter, for each week of delay, shall be levied by TRAI subject to the
maximum penalty of 10% (ten per cent) of the contract price for the
service areas to be covered in that quarter. This amount shall be deducted
from the amount payable to the audit agency by TRAI.
17.5 In case the audit report is found by TRAI to be materially or

factually incorrect or is not as per the format of report approved by TRAI,
the report is liable to be rejected and no payment will be made for such
contracted work if the said report is rejected by TRAI and TRAI may also
forfeit and encash the Performance Bank Guarantee. The decision of
TRAI, as regards such material or factual incorrectness of the report, shall
be final and binding on the audit agency.
17.6 Without prejudice to the provisions contained in Clause 17.5, in

any specific case where the report submitted by the audit agency for any
quarterly period, is found by TRAI to be incomplete in respect of any of
the parameters specified in the format of the report approved by TRAI or
the extent of work as carried out by the audit agency falls short of the
prescribed quantum and the parameters or the quantum of work so left
incomplete does not exceed ten per cent of the total parameters or
quantum of work, as the case may be, laid down for all Service Areas in
the Zone which are covered in the quarterly period and the non-
completion of such parameters/quantum of work does not impact the
report in general and it is possible to make comparison of performance of
all the service providers in the respective Service Area for various
parameters of quality of service covered under the assignment, or where
such comparison of performance of all the service providers is impacted
by such incompleteness of the work/report in only one service area,
TRAI may, at its discretion, accept such a report:
Provided that the payment for such incomplete report shall be reduced
by-
(a) ten percent of the total payment for the Service Areas which are
covered in that quarterly period to which such report pertains, if
the report does not impact the comparison of performance of the
service providers in all service areas covered in the quarterly
period;
(b) a sum equivalent to the proportionate value of the quarterly

payment attributable to the particular Service Area, if the
deficiency or incompleteness of any parameters or quantum of
work in such report impacts the report itself and it is not
possible to make a comparison of the performance of all the
service providers in that Service Area.
Provided further that in case such deficiency as referred to in clause (b) of

the first proviso is noticed in the report for more than one Service Area or
the uncompleted portion of the audit work is more than ten percent in
the service areas covered in that quarterly period in a Zone, such report
shall not be accepted by TRAI and no payment whatsoever will be made

for the entire quarterly report and such non-payment for the quarterly
report shall be without prejudice to the rights of TRAI to foreclose or
cancel the contract and that such foreclosure or cancellation of the
contract shall be at the risk and responsibility of the audit agency and
that TRAI shall be free to get the audit and assessment work completed
for the remaining part of the contract at the risk and cost of the audit
agency. The Performance Bank Guarantee of the audit agency shall also
be forfeited in such cases.
Provided also that the decision of TRAI as regards the acceptability of

such quarterly reports and the quantum of payment for such quarterly
report shall be final and binding on the audit agency.
18. Confidentiality
All information gathered during the audit and assessment of

Quality of Service and reports submitted to TRAI will be the sole property
of TRAI. The audit agency will not transfer / pass on the information of
one service provider to another service provider or to any third party
under any circumstances.
19. Laws governing contract
The laws of India in force for the time being shall govern the
Contract
20. Jurisdiction of courts
The courts located at New Delhi/Delhi shall alone have the

jurisdiction to decide any dispute arising out of or in respect of the
contract made pursuant to this tender.
21. Arbitration
In the event of any dispute arising between the TRAI and the audit
agency, the matter shall be referred to the Secretary, TRAI who may
himself act as sole arbitrator or may name as sole arbitrator an officer of
the TRAI notwithstanding the fact that such officer has been directly or
indirectly associated with the tender process or the contract signed
between the parties. The audit agency shall not be entitled to raise any
objection to the appointment of such officer of TRAI as the sole arbitrator.
The award of the arbitrator shall be final and binding on both the parties,
subject to the provisions of the Arbitration and Conciliation Act, 1996 and
rules made thereunder for the time being in force. The parties expressly
agree that the arbitration proceedings shall be held at New Delhi. The
language of arbitration shall be English.
22. Language of the bid:
The bid shall be submitted in the English language.

23. Currency for the financial bid:
The financial bid shall be quoted in Indian Rupees (INR). The bid
shall be inclusive of all taxes, levies and duties including service tax.
24. Bid validity period:
The bid shall remain valid for one hundred twenty (120) days from
the date of submission of the bid.

SECTION-II
TERMS OF REFERENCE FOR AUDIT AND ASSESSMENT OF

QUALITY OF SERVICE
1. Objective:
1.1 The Regulations - “The Standards of Quality of Service of Basic

Telephone Service (Wireline) and Cellular Mobile Telephone Service, 2009
(7 of 2009) Regulations, 2009” dated 20th March, 2009 and “Quality of
Service of Broadband Service Regulations, 2006 (11 of 2006)” dated 6th
October, 2006 provide for benchmarks for the parameters on Quality of
Service (QoS) to be achieved by service providers. The objective of the
Terms of Reference is to engage an independent audit agency to audit and
assess the Quality of Service.
1.2 S.No.(i) to (xii) under sub-regulation (1) of regulation 3, pertaining to

Basic Telephone Service (wireline), and S.No. (i) to (x) under sub
regulation (1) of regulation 5, pertaining to Cellular Mobile Telephone
Service, of the Standards of Quality of Service of Basic Telephone
Service(Wireline) and Cellular Mobile Telephone Service Regulation, 2009
(7 of 2009) dated the 20th March, 2009, published in the Gazette of India
Extraordinary Part-III-Section 4 dated the 23rd March, 2009 and Sl (i)
to (viii) of regulation 3 of Quality of Service of Broadband Service
Regulations, 2006 (11 of 2006) have laid down the benchmarks for the
parameters on Quality of service to be achieved by the service providers.
1.3 The parameters for basic telephone service (wireline) consist of

various Quality of Service (QoS) indicators, which can be audited and
assessed objectively. The parameters include fault incidences, call
completion rates/answer to Seizure Ratio, POI congestion and customer
service parameters viz. mean time to repair faults, metering and billing
credibility (post paid and pre paid), resolution of billing/charging
complaints, period of applying credit/waiver/adjustment to customer’s
account, response time to the customer for assistance,
termination/closure of service, time taken for refund of security deposit
after closures provision of a telephone after registration of demand, shift
of Telephone connection.
1.4 The parameters of Quality of Service for cellular mobile telephone

services are specified under the head (A) Network Service Quality
Parameters (B) Customer Service Quality Parameters. The Network
Service Quality Parameters include the parameters related to (i) Network
Availability (ii) Connection Establishment, (iii) Connection Maintenance
(iv) POI Congestion. The Customer Service Quality Parameters include
metering and billing credibility (post paid and pre paid), resolution of
billing/charging complaints, period of applying credit/waiver/adjustment
to customer’s account, response time to the customer for assistance,
termination/closure of service and time taken for refund of security
deposit after closures. The parameter related to the service coverage is to
be audited and monitored during drive test.

1.5 The parameters of Quality of Service for broadband services,
specified in the regulation 3 of Quality of Service of Broadband Services
Regulations, 2006, include service provisioning/activation time, fault
repair and restoration time, billing performance, response time to
customer for assistance, bandwidth utilization / throughput, service
availability, packet loss and network latency.
1.6 The Authority may modify the above parameters and benchmarks
and may also add new parameters during currency of contract. The audit
agency shall be required to conduct the audit as per revised parameters /
benchmarks without any additional payment/remunerations and on the
same terms and conditions.
2. Scope of work:
2.1 The main purpose of the tender is to audit and assess the Quality of
Service rendered by the service providers providing basic telephone
service (wireline), cellular mobile telephone service and broadband service.
2.2 The audit agency shall undertake audit and assessment of Quality
of Service provided by every service provider (licensee) in each of the
telecom circles/metro service areas under the respective Zone in the
following manner:-
(a) In respect of Cellular Mobile Telephone service, all the service

areas/circles in the contracted Zone shall be audited in every
quarter of the year. i.e. a service area will be audited four times in
a year.
(b) In respect of Basic Telephone Service (wireline) and

Broadband service, a service area/circle in the contracted Zone
shall be audited only once in a year.
The Audit Agency shall undertake the audit work as follows: - .
(a) Verification of the data submitted by the service providers to TRAI

as part of QoS monitoring reports i.e. quarterly Performance Monitoring
Reports (PMRs) and monthly Point of Interconnect (POI) Congestion
Reports with reference to the records maintained by the service provider
The PMR for any one of the previous quarter and POI Congestion Report
for any one of the previous month, submitted by each service provider, for
(i) all the service areas in the contracted Zone for Cellular Mobile
Telephone Service; and (ii) for the selected service areas in the contracted
Zone for Basic Telephone Service (wireline) and Broadband service, shall
be verified and audited every quarter as per time schedule indicated by
TRAI. The audit agency shall take the quarterly PMR submitted by
service providers for one quarter and POI Congestion Report for one
month for every service area in the Zone from TRAI, before start of the
audit;
(b) verification of the performance of service providers against the

Quality of Service benchmarks laid down by TRAI using live measurement

for three days during the month in which the audit and assessment is
carried out;
(c) verification of the performance of service providers against the

Quality of Service benchmarks laid down by TRAI using the data for the
entire month during which the live measurement as per clause (b) above
is carried out;
(d) drive tests of the mobile networks of service providers;

(e) audit of the performance of call centres with respect to their
accessibility and percentage of calls answered by the operators. The
audit shall also include verification of traffic data at the tandem
switch/transit switch/gateway switch of the network operator from where
the circuits are terminated to Interactive Voice Response System (IVR) of
call centre/customer care. Further, the Automatic Call Distribution
(ACD) records are also to be verified for the calls answered by the
operators within 60 seconds.
2.3 The Zones for the purpose of this tender comprise of the following
Telecom Circle/Metro Service Areas:
North Zone: Delhi, Jammu & Kashmir, Himachal Pradesh, Punjab,

Haryana, Rajasthan, Uttar Pradesh-East and Uttar Pradesh-West
(including Uttaranchal). For the cellular mobile telephone service the
service area of Delhi includes Gaziabad, Faridabad, Noida and Gurgaon.
South Zone: Chennai, Andhra Pradesh, Karnataka, Tamilnadu (excluding

Chennai) and Kerala.
West Zone: Mumbai, Maharashtra (including Goa and excluding

Mumbai), Gujarat and Madhya Pradesh (including Chattisgarh).
East Zone: Kolkata, West Bengal (including Andaman & Nicobar, Sikkim
and excluding Kolkata), Bihar (including Jharkhand), Orissa, Assam and
North East which includes Arunachal Pradesh, Meghalaya, Mizorum,
Nagaland, Manipur and Tripura.
2.4 The details of the areas covered under each Telecom Circle/ Metro
Service Area, details of service providers (licensees) operating in each
Telecom Circle/ Metro Service Area and details of subscriber base in
respect of Basic Telephone Service (wireline) & Cellular Mobile Telephone
Service Providers and Broadband Service Providers are given in
Annexure-2A and 2B, respectively.
2.5 The audit and assessment of Quality of Service shall be conducted

for cellular mobile telephone service, basic service (wireline) and
Broadband service provided by BSNL, MTNL, private basic service
providers, unified access service providers, cellular mobile service
providers and ISPs (providing broadband service) in various service areas
in the contracted Zones. The audit agency is required to conduct the audit
and assessment of Quality of Service of Broadband Service only in respect
of the service providers who are having a broadband subscriber base of
more than 10,000 subscribers in their licensed service area. The updated
data in respect of licensees (service providers) who have commissioned
service and their subscriber base/Mobile Switching Centres
(MSCs)/Exchanges/Internet Service Providers Central Nodes (ISP Nodes)
shall be intimated by TRAI from time to time and the audit agency shall
carry out the audit and assessment of Quality of Service accordingly
thereafter.
2.6 In a quarterly period, the audit and assessment of Quality of Service

in respect of cellular mobile telephone service shall be conducted for all
the service areas in the contracted Zone. Thus, in all the service areas in
the contracted Zone the audit and assessment of Quality of Service of
Cellular Mobile Telephone Service shall be undertaken four times in a
year once in each quarter. In respect of basic telephone service (wireline)
and Broadband service, the service areas/circles to be covered in each
quarter shall be decided by TRAI, in consultation with the audit agency so
that each service area in the contracted Zone is covered once in a year.
The audit and assessment of Quality of Service for all the service
providers in a Telecom Circle/ Metro Service Area / Licensed Service Area
shall be completed in the same quarterly period.
Verification of performance against QOS benchmarks:
2.7 The detailed explanation and measurement methodology of each

parameter and benchmarks for basic telephone service (wireline), cellular
mobile telephone service and broadband service are given in the
Explanatory Memorandum of the Regulations mentioned in Clause 1.2
and 1.5 above. The parameters whose data is to be verified and audited
are as follows:
(i) Cellular Mobile Telephone Service:
Serial Name of Parameter Benchmark Averaged

over a
Number
period
A Network Service Quality Parameters:
(i) Network Availability
(a) BTSs Accumulated ≤ 2% One Month

downtime (not
available for service)
(b) Worst affected One Month

≤ 2%
BTSs due to downtime
(ii) Connection
Establishment
(Accessibility)
(a) Call Set-up Success ≥ 95% One Month

Rate (within licensee's

own network)
(b) SDCCH/ Paging One Month

≤ 1%
Channel Congestion
(c) TCH Congestion ≤ 2% One Month
(iii) Connection
Maintenance
(Retainability)
(a) Call Drop Rate ≤ 2% One Month
(b) Worst affected cells ≤ 5% upto 31.03.2011 One Month

having more than 3%
≤ 3% From 01.04.2011
TCH drop (call drop)
rate
(c) connections with One Month

≥ 95%
good voice quality
(iv) Point of ≤ 0.5% One Month

Interconnection (POI)
Congestion ( on
individual POI)
B Customer Service Quality Parameters:
(v) Metering and billing Not more than 0.1% of bills One Billing
credibility – post paid issued should be disputed over Cycle
a billing cycle
(vi) Metering and billing Not more than 1 complaint per One
credibility –- pre-paid 1000 customers i.e. 0.1% Quarter
complaints for metering,
charging, credit, and validity
(vii) (a) Resolution of 100% within 4 weeks One

billing/ charging Quarter
complaints
(b) Period of applying within 1 week of resolution of One

credit/ waiver/ complaint Quarter
adjustment to
customer’s account
from the date of
resolution of
complaints
(viii) Response Time to the

customer for
assistance
(a) Accessibility of call ≥ 95% One

centre/ customer care Quarter

(b)Percentage of calls ≥ 90% One
answered by the Quarter
operators (voice to
voice) within 60
seconds
(ix) Termination/ closure ≤ 7 days One

of service Quarter
(x) Time taken for refund 100% within 60 days One

of deposits after Quarter
closures
(ii) Basic Service (wireline):
Serial Name of Parameter Benchmark Averaged

Number over a
period
(i) Fault incidences ≤5 One

(No. of faults/100 Quarter
subscribers /month)
(ii) Fault repair by next For urban areas: One

working day Quarter
By next working day: ≥ 90% and
within 3 days: 100%.
For rural and hilly areas:
By next working day: ≥ 90% and
within 5 days: 100%.
Rent Rebate
Faults pending for >3 days and
≤7 days: Rent rebate for 7 days.
Faults pending for >7 days and
≤15 days: Rent rebate for 15
days.
Faults pending for >15 days:
rent rebate for one month.
(iii) Mean Time To Repair ≤ 8 Hrs One

(MTTR) Quarter
(iv) (a) Call Completion Rate ≥ 55% One

within a local network Quarter
shall be better than
or,
(b) Answer to Seizure ≥ 75 % One
Ratio (ASR) Quarter
(v) Point of Interconnection ≤ 0.5% One

(POI) Congestion (on month
individual POI)
(vi) Metering and billing Not more than 0.1% of bills One
credibility – post paid issued should be disputed over Billing
a billing cycle Cycle
(vii) Metering and billing Not more than 1 complaint per One
credibility –- pre-paid 1000 customers, i.e., 0.1% Quarter
complaints for metering,
charging, credit, and validity
(viii) Resolution of billing/ 100% within 4 weeks One

charging complaints Quarter
(ix) Period of applying within 1 week of resolution of One

credit/ waiver/ adjust- complaint Quarter
ment to customer’s
account from the date of
resolution of complaints
(x) Response Time to the customer for

assistance
(a) Accessibility of call ≥ 95% One

centre/ customer care Quarter
(b)Percentage of calls ≥ 90% One

answered by the Quarter
operators (voice to voice)
within 60 seconds
(xi) Termination/ closure of ≤ 7 days One

service Quarter
(xii) Time taken for refund of 100% within 60 days. One

deposits after closures Quarter
(iii) Broadband Service:
S.N Parameters Benchmark

(i) Service Provisioning/ 100% cases in =<15 working days
Activation time (subject to technical feasibility). In all
cases where payment towards
installation charge & security deposit is
taken and the Broadband connection is
not provided within 15 working days, a
credit at the rate of Rs.10/ per day,
subject to a maximum of installation
charge or equivalent usage allowance
shall be given to the customer, at the
time of issue of first bill.
(ii) Fault Repair/ Restoration By next working day: > 90% and within 3

Time working days: 99%
Rebate:
(a) Faults Pending for > 3 working days
and < 7 working days: rebate equivalent
to 7 days of minimum monthly charge or
equivalent usage allowance
(b) Faults Pending for > 7 working days

and < 15 working days: rebate equivalent
to 15 days of minimum monthly charge
or equivalent usage allowance
(c) Faults Pending for > 15 working days:

rebate equivalent to one month of
minimum monthly charge or equivalent
usage allowance
(iii) Billing Performance
• Billing complaints per < 2%
100 bills issued
• %age of Billing
100% within 4 weeks
Complaints resolved
• Time taken for refund
of deposits after 100% within 60 days
closure:
(iv) Response time to the % age of calls answered by operator
customers for assistance (Voice to Voice)
Within 60 seconds > 60%
Within 90 seconds > 80%
(v) Bandwidth Utilization/

Throughput:
a) Bandwidth Utilization <80% link(s)/route bandwidth utilization

during peak hours (TCBH). If on any
i) POP to ISP Gateway link(s)/route bandwidth utilization
Node [Intra-network] exceeds 90%, then network is considered
Link(s) to have congestion. For this additional
provisioning of Bandwidth on immediate
ii) ISP Gateway Node to basis, but not later than one month, is
IGSP / NIXI Node mandated.
upstream Link(s)
for International
connectivity
b) Broadband Subscribed Broadband Connection

Connection Speed Speed to be met >80% from ISP Node to
(download) User.
(vi) Service Availability / > 90% quarter ending June 2007;

Uptime > 98% with effect from quarter ending
September 2007 and onwards
(vii) Packet Loss <1%

(viii) Network Latency
(for wired broadband
access)
• User reference point

at POP / ISP
Gateway Node to <120 msec
International
Gateway
(IGSP/NIXI)
at ISP Gateway
Node to
International <350 msec
nearest NAP port
abroad (Terrestrial)
at ISP Gateway
Node to
International
nearest NAP port
<800 msec
abroad (Satellite)
Sample size:
Cellular Mobile Telephone Service (each service area to be audited

every quarter)
2.8 All the Gateway MSCs (GMSC) and Mobile Switching Centres (MSC)
of all the service providers providing cellular mobile telephone service in
each of the circle/ service area in the contracted Zone shall be covered in
each quarterly period during a period of one year. The Zone-wise details of
the MSC of all service providers as on 31st December, 2009 are given in
Annexure-2D. The zone-wise distribution of MSCs to be covered in each
quarterly period is as under:-
Zone
North
South
West
East
Total

The details of MSCs as per Annexure-2D shall be updated from time to
time by TRAI and audit agency shall carry out the audit as per the
updated details of MSCs. The above table shall, accordingly, be updated.
Basic Telephone Service (wireline) (each service area to be audited

once in a year):
Number of exchanges to be covered in the audit
2.9 The break up of the total number of exchanges of BSNL, MTNL and
private basic service operators circle/service area-wise, including urban
and rural exchanges, and the number of exchanges, both urban and
rural, that will be covered during the year ( ie four quarters) for audit and
assessment of the Quality of Service is indicated at Annexure-2C. As per
the break-up of number of exchanges to be covered in a year , 585 urban
exchanges and 1474 rural exchanges, totaling 2058 exchanges, are to be
covered. The zone-wise distribution of exchanges to be covered in a year
is as under:
Zone
North
South
West
East
Total
2.10 The details of the exchanges to be audited in a Zone, service

provider wise is given in Annexure – 2C. The details of the exchanges as
per Annexure-2C shall be updated from time to time by TRAI and audit
agency shall carry out the audit as per the updated details of the
exchanges. The above table shall, accordingly, be updated.
The audit agency has to choose the exchanges for audit for each service
area in such a manner that selected exchange spread over minimum 10 %
of SDCA as far as possible. A service area/circle in the contracted Zone
shall be audited only once in a year.
Broadband Service:
2.11 Audit agency shall first visit the ISP’s Central Node in licensed
service area and identify the total number of Point of Presence (POPs) in
each service area. Thereafter the sample for audit and assessment of
Point of Presence will be decided in such a way that minimum 5% (five per
cent) of the Points of Presence of ISP spread over in 10% (ten per cent)
SDCAs in specified service area/telecom circle are covered. The POPs

shall be evenly spread over in the licensed service area. A service
area/circle in the contracted Zone shall be audited only once in a year.
2.12 The schedule for conducting the audit and assessment of Quality of
Service shall be finalised by the audit agency, in consultation with TRAI,
before the start of audit and assessment of the Quality of Service in each
quarter.
2.13 The Audit agency is required to submit sample design based on the
above criteria.
Mode of conducting Audit and Assessment of Quality of Service:
2.14 The verification of performance of service providers against QOS

benchmarks will involve measuring of specified reporting parameters,
checking of complete records, analysis of procedure and method utilized
by various service providers in measuring the parameters and method of
averaging for the purpose of reporting. The audit agency shall include
critical findings licensee-wise in each quarterly report. This will help to
educate the service provider to follow uniform methodologies and utilising
same software preferably MS Word & MS Excel in windows environment.
TRAI will issue suitable instructions to service providers in this respect
after awarding the contract.
Audit Methods and Procedures:
2.15 To measure each quality of service parameter defined by TRAI the

two main sources of data collection are:
• Audit of the MIS reports at exchanges (OMC or MSCs) or ISP Node of

the service provider.
• Primary data collection and check back calls (live observations done
during the visits)
The audit will have to be conducted in each centre of study to generate
various types of data. Thus, for data collection, following activities will be
undertaken during the appraisal exercise.
Collection of MIS data of OMC or MSC or ISP Node
2.16 The network operation centre (NOC) or Operation and Maintenance

centre (OMC) of service providers are generally on centralized basis either
at service area as a whole or on regional basis. In some of the cases it is
on national basis. Similarly, call centre and billing centres are also
centralized on regional/national basis. Audit agency shall have to take
live measurements and collection of one month data for audit by actual
visit to such NOC, OMC, call centre and billing centre
2.17 TRAI has already suggested to the service providers to maintain the
QoS source data in a proper format. The audit agency would be provided
the quarterly/monthly performance monitoring reports (PMR) received by

TRAI from the service providers. Methodology adopted will be checked
against instructions and standards to see if the measurements adhere to
specifications. Reasons behind any discrepancies in the reported data
after audit would also be reported to TRAI for each service provider
(licensee).
Live Measurements and Live Data Collation:
2.18 During the audit and assessment, following activities would be

undertaken for live measurements and live data collation.
a) Audit and Assessment of Call Centre/customer care promptness

and complaint redressal
2.19 Telephonic interviews shall be conducted amongst a sample of

subscribers of telephone –
- in basic service (wireline) particularly for those who reported a fault

complaint, billing dispute;
- in case of Mobile operators, who have had a recent billing dispute;
- in case of Broadband service for those who requested for a new
connection, reported a fault complaint, billing dispute, closure,
complaint of Broadband connection speed (download).
Data could be obtained on:
- Occurrence of fault complaints
- Clearance of fault within stipulated time
- Incidence of billing disputes
- Clearance of billing complaints within stipulated time
- Attendance to requests for closure/ termination of service
Sampling Procedure & quality control
2.20 In order to get a correct and meaningful result from a audit it is

important to ensure that the right sampling procedure is followed. Equally
important is the process of ensuring that quality control parameters are
put in place. The sampling procedure for various activities to be carried is
given below:
Sample of billing complaint population
2.21 Care would be taken to distribute the sample to obtain a random

list (100 subscribers per service provider for each service in a licensed
service area). The distribution of sample sizes should be evenly
distributed.
Audit checks for Termination/Closure of service for Basic Service

(Wireline) and new connection for Broadband Service)
2.22 The sampling frame would be for Termination/Closure of service for

Basic Service and Point of Presence/ ISP Node of Broadband Service
Provider. Here, the total sample size (10% of the applicants in the

previous month) for different type of requests received would be randomly
selected from the registers to make check back calls.
Audit check of fault complaints
2.23 Here the operator is required to provide the details of the fault for
the month previous to the audit month. From the list of this complainants
(10% or 30 per service provider for the concerned exchange or ISP Node,
whichever is less) sample would be drawn randomly to make check back
calls.
2.24 A notice of minimum 3 (three) weeks will be provided to service

provider by audit agency for arranging and supplying the data required
for audit of exchanges, ISP nodes and MSCs to be covered.
b) Test calls
2.25 Test calls shall be made to assess the availability and efficiency of:
- Level 1 Services such as police, fire, ambulance (Emergency

services) in the case of both Mobile service providers and basic
telephone service providers
- Call centre in case of basic service, cellular mobile service and

Broadband service providers i.e. Call Centre Connectivity
Assessment
- Inter Network calls i.e. calls are made from one operator to
another within the same license area – Inter-operator call
assessment (for cellular mobile telephone service)
2.26 The telephone/SIM Cards/Instruments for testing purposes shall

be provided by the concerned service provider(s) in whose network the
audit and assessment of Quality of Service is carried out.
Inter Operator Call Assessment

2.27 A sample of 2 X 50 test calls per service provider within the licensed
service area shall be made at different point of time to the free test
numbers of another service provider (50 calls between 1000 to 1300 Hrs.
and 50 calls between 1500 to 1700 hrs. for basic service and between
1100 to 1400 hrs. and between 1600 to 1900 hrs.) for cellular mobile
service. The results of these calls shall be compiled and reported
separately for each service provider service area-wise.
Test Calls for level 1 services (Basic)
2.28 Level-1 service refers to short digit numbers for specific services
starting with 1 such as police, ambulance, fault repair etc. Test calls will
be made from all the levels working in a particular Short Distance
Charging Area (SDCA) visited. Again, the total sample size (300 per circle
per half year) would be equally distributed among the different SDCAs

visited, and the distribution among the active levels would be in
proportion to the capacity of each level in that SDCA.
Call Centre/Customer care accessibility and response time
Basic Telephone Service (wireline) & cellular mobile telephone

service:
2.29 The audit agency shall measure the performance of both basic telephone
service (wireline) & cellular mobile telephone service against the benchmarks
of the following Quality of Service parameters: -
Response time to the customer for assistance:

(a) Accessibility of call centre/customer care >= 95%
(b) % age of calls answered by the operator (voice to voice) :
within 60 seconds = 90%
(i) The procedure for assessment of the performance in respect of above

parameters shall be made using the traffic data at the point of
termination to call centre from mobile/ basic telephone network. Traffic at
the tandem or trunk or gateway MSC outgoing circuits to IVR of call
centre shall be measured as per the traffic counter available in the
respective switch to assess the accessibility of call centre.
(ii) In the case of parameter percentage of call answered by the

operator voice to voice, assessment of IVR traffic data and CRM traffic
data shall be analysed during the time consistent busy hour (TCBH) of
call centre.
(iii) In addition, the audit agencies shall also make the test calls and
correlate the results with the traffic data analysis.
(iv) The procedure (IVR menu and sub-menu) and ease of accessing the
operator within the benchmark laid down by TRAI, both for post paid and
prepaid customers, shall be assessed and reported. In this regard, para
3.11.4 of the Explanatory Memorandum to the Standards of Quality of
Service of Basic Telephone Service (Wireline) and Cellular Mobile
Telephone Service Regulations, 2009 may be referred.
Broadband service:
2.30 The audit agency shall measure the performance of Broadband service
against the benchmarks of the following Quality of Service parameters: -
Response time to the customer for assistance: percentage of calls

answered by operator (voice to voice) :

Measurement:

2.31 A sample of 2 X 50 calls per service provider shall be made at different
point of time to the call centre of each service provider from each licensed
service area (50 calls between 1000 to 1300 Hrs. and 50 calls between 1500 to
1700 hrs.) for basic telephone service (wireline) and similarly, 2 X 50 calls to
the call centre of each service provider (50 calls between 1100 to 1400 hrs.
and 50 calls between 1600 to 1900 hrs.) for cellular mobile telephone service
from each licensed service area to ensure statistical significance. The time to
connect to IVR shall be noted for all these calls. This is the wait time before
an automatic answer machine (IVR) message begins. The audit agency shall
then measure the gap between the time when the last digit of the number is
dialled, and the time when the IVR message begins. Similarly, the wait time
before a Call Centre agent responds to a test call shall be measured for all
such test calls.
Audit and verification of records
Basic Service (wireline)
2.32 The audit agency shall verify and audit the following records
- Call Centre records for complaints

- FRS details for fault complaints, fault repair and MTTR (Mean Time To
Repair)
- Termination/closures
- Commercial records for billing details, billing disputes and redressal
thereof
- Past traffic reports at local and TAX (Trunk Automatic exchanges) for
Call Completion Rate/Answer to Seizure Ratio calculations
- Checking of customer complaint handling through live test at the call
centre
- Hundred numbers of service complaints/ requests and hundred
numbers of billing related complaints shall be taken up by the auditing
audit agency for verifying their redressal as per the record of the
service provider.
Cellular Mobile Telephone Service
2.33 The audit agency shall verify and audit the following records

- Network maintenance and planning department (OMC and Drive Test)
records for QOS parameters
- System/ Network outage details, Call Set-up Success Rate, Blocked
Call Rate, Call Drop Rate, worst affected cells having more than 3 %
TCH drop rate, Voice Quality, Service Coverage and POI congestion
- Commercial and customer care records for billing disputes, redressal
and refunds of payment
centre
- Hundred numbers of service complaints/ requests and hundred
numbers of billing related complaints shall be taken up by the auditing

audit agency for verifying their redressal as per the record of the
service provider.
2.34 Procedure to be followed by the audit agency for cellular mobile

telephone service verification and audit.
S.No. Parameter Procedure

i) Network availability The fault alarm tracking details at the
(a) BTS accumulated OMC (MSC) for the network outages (due to
down time own network elements and infrastructure
(b) Worst affected service provider end outages) will be
BTSs due to down verified by audit agency for arriving at the
time figures reported to TRAI.
ii) Call Set-up Success The cell wise data generated through
Rate counters/MMC available in the switch for
traffic measurements to be verified by the
audit agency.
iii) Blocked Call Rate Both for SDCCH and TCH congestions the
data in MSCs shall be verified and
compared with the data reported to TRAI in
the Quarterly PMRs.
iv) Call Drop Rate This parameter is to be measured by the

system generated (defined counters are
available in the system for traffic
measurement) cell wise dropped call data
and total calls established figures to arrive
at the authenticity and accuracy of the
benchmark reported to TRAI.
v) % Connections This parameter is to be measured from the

with good voice system generated data on a scale from 0 to
quality 7 for GSM and FER value for CDMA
technology. The audit agency should also
collect the relevant city wise drive log files
for all drive tests conducted to verify the
parameter.
vi) Service coverage The audit agency should also collect the
relevant city wise drive log files for all drive
tests conducted to verify the parameter.
vii) POI Congestion The traffic data generated through Gateway

MSCs (GMSCs) and reported to TRAI in POI
congestion reports shall be verified.
viii) Metering and Billing The audit agency should audit the billing
credibility complaints details on complaints received
during the quarter and used for arriving at
the figures reported to TRAI.

ix) % of Billing Audit of billing complaints resolved and the
Complaints resolved total complaints received should be carried
out to check the figures reported to TRAI.
At the same time, the audit agency should
also conduct random live back checks of
complaints.
x) Period of applying The audit agency should check the billing

credit/waiver/adjus complaints for which credit/waiver/
tment to customers adjustment to be made on resolution of the
account from the complaints within one week.
date of resolution
xi) Termination/ The data should be verified for

closure of service termination/closure of the services within
7 days from the date of request.
xii) Time taken for Audit agency should verify that 100 %
refund of deposits deposits should be refunded within 60
after closure days. At the same time, the audit agency
should also conduct random live back
checks of all such subscribers entitled for
a refund.
Drive Tests:
2.35 In the case of Cellular Mobile Service, the exercise of QoS
assessment should not be limited to verification and audit of data only of
the existing records for the parameters but the audit agency shall also
verify the parameters by conducting extensive drive test in all service
areas, as per the details given below, to assess the network performance.
2.36 There would be two types of drive tests. One is operator assisted
drive test and the other is independent drive tests. The details of these
drive tests are given below:
2.37 Operator Assisted Drive Tests: The primary aim of these drive
tests would be to cross-check/validate the data on Quality of Service
being provided by the telecom service providers to TRAI. These drive tests
will be conducted in such a manner to enable identification of network
element deficiency and initiation of improvements. The operator
assistance would be desired to ensure a greater audit transparency.
2.38 In each licensed service area three numbers of drive test shall be
conducted covering a minimum distance of 100 kilometers in city area
and adjoining areas including important indoor sites in each half yearly
period for each service provider. The process of selection will be as
follows:

Quarter City Coverage
Q1 High Population Medium Population Low Population
City 1 City 1 City 1
Herein, cities within a telecom service area would be divided into 3

clusters based on the population residing in those cities. One city from
each of these clusters would be selected for conducting drive tests every
quarter. These cities would be proposed by the audit Agency and finalised
by TRAI. However, in the case of Metro service areas, 2 (two) no. of drive
tests for each quarter shall be done.
2.39 Independent Drive Tests: TRAI has been receiving complaints

from subscribers relating to the poor network coverage in certain areas of
the cities. Such complaints may need to be checked and verified by way of
a drive test to be conducted independently by audit agency with own
personnel/equipment or leased or hired from supplier of such equipment
/manpower. Thus, the audit agency could be asked to do a maximum of
25 drive tests in each Zone every quarter. The location for these drive
tests would be selected based on the subscriber complaints being received
by TRAI or as advised by TRAI. Independent drive test shall cover a city
and adjoining areas covering a minimum distance of 100 kilometers
including congested areas and important indoor sites.
Drive Test Methodology
2.40 For drive test following procedure will be adopted:

i. The audit agency shall obtain a coverage map from the
service provider before starting the drive test and study the
coverage detail in terms of the signal strength. Based on the signal
strength as depicted in the coverage map, the drive test should be
done to check the following parameters:
a. Coverage-Signal strength
b. Voice quality
c. Call setup success rate
d. Blocked calls
e. Call drop rate
ii. The drive test shall cover selected cities and adjoining towns/
rural areas where the service provider has commenced service,
including congested areas and indoor sites.
iii. The drive test shall cover the routes including expressways,
major and secondary roads / streets, Commercial, residential
areas/Commercials estates to check the in-building network
performance.
iv. The drive tests of each mobile network shall be conducted

between 10 am and 8 pm on weekdays.
v. The Vehicle to be used in the drive tests shall be equipped

with the test tool that automatically generates calls on the mobile
telephone networks.
vi. The speed of the vehicle should be kept at around 30-50

km/hour (around 30 km/hr in case of geographically small cities)
vii. The holding period of each test call will be 120 seconds.
viii. A test call will be generated 10 seconds after the previous test
call is completed.
ix. Measurement using engineering handsets would not be

acceptable
x. The dedicated originating and terminating mobile unit’s

antenna shall be placed at the same height and in the same vehicle.
Moreover, the height of the antenna should be uniform in case of all
service providers.
Broadband Service
2.41 The audit agency shall verify and audit the records maintained by
Broadband service providers relating to

- FRS details for fault complaints, fault repair
- Records for requests for new connection, closures and supplementary
services
- Commercial records for billing details, billing disputes and redressal
thereof
centre
- 50 Nos. of service complaints/ requests and 50 Nos. of billing related
complaints shall be taken up by the auditing audit agency for verifying
their redressal as per the record of the service provider.
- Bandwidth Utilization/ Throughput
- Broadband connection speed
- Service Availability/Uptime
- Packet Loss and Latency measurements.
2.42 Network performance parameters like Bandwidth

Utilisation/Throughput including Broadband Connection Speed, Packet
Loss and Latency shall be measured on sample basis by the audit agency.

2.43 The detailed methodology for each Quality of Service parameter is
given in the Explanatory Memorandum to the Quality of Service of
Broadband Service Regulations, 2006 dated 6th October, 2006 (11 of
2006).
2.44 The signature of the Nodal Officer nominated by the service provider
for coordination with the audit agency shall be taken on all the formats
containing the verified data for all the parameters. The audit agency
shall also produce these formats or records to TRAI, as and when called
for by TRAI. The audit agency shall preserve all the data formats
containing the observations made by the agency for a period of six months
after the expiry of the contract and shall produce the same to TRAI as and
when required to do so.
3. Miscellaneous:
3.1 Expenses towards boarding, lodging and traveling for conducting

this audit and assessment of Quality of Service shall be borne by the
audit agency itself. This work is required to be conducted at the premises
of the service providers such as exchanges, MDFs, MSCs/GMSCs, call
centres, FRS, help desk, Customer Relations Management system and
billing centres where it is possible to measure the parameters. The
service provider will extend all facilities including instruments/testing
telephones /mobile phones/sim cards, technical support, equipments and
other material for conducting audit and assessment of Quality of Service.
3.2 TRAI at any point of time can ask for authenticity of any
observation furnished for service providers. TRAI has the right to verify
authenticity of each of the observations. This may also involve contacting
any service provider again for this purpose. Expenses towards boarding,
lodging and traveling for the staff of the audit agency for this purpose
shall also be borne by the audit agency itself.
4. Reporting Formats:
4.1 The audit agency is required to develop data formats including

executive summary, critical findings and detailed data analysis thereof for
reporting the results of such audit and assessment. The audit agency
may utilise software for reporting, preferably MS Word & MS Excel in
Window environment.
4.2 The audit agency shall submit to TRAI sample design and sample
reporting formats within three weeks of awarding the contract. TRAI may
suggest modifications to the sample design and sample reporting formats
and the audit agency shall modify the sample design and sample
reporting formats, as suggested by TRAI, and final approval shall be taken
before taking up the job in hand. The final approved design and reporting
format shall be submitted by the audit agency within six weeks of award
of the contract after incorporating modifications/corrections suggested by
TRAI. TRAI’s decision in this matter will be final.

4.3 If representative(s) of TRAI is/are deputed for verification, the audit
agency shall extend all cooperation with such representative/s of TRAI in
the verification/ audit process and he/they shall be supplied with all the
information needed for such verification.
4.4 TRAI may also suggest changes to the reporting format at any point
of time, in case it feels that such a change is necessary and the audit
agency shall carry out such changes in the reporting format.
4.5 Reports shall be submitted for approval within one month of the
completion of each quarter audit and assessment of QoS parameters for
basic service, cellular mobile service and broadband service. The report
shall contain the findings on audit and assessment of QOS provided by
service providers carried out in accordance with Clause 2 above.The
report shall contain performance of each service provider for each licensed
service area against the Quality of Service parameters. The report shall
also contain a comparative analysis of performance of all the service
providers in a licensed service area. The report shall also contain an
Executive Summary and critical finding along with detailed analysis.
4.6 A separate report is also required to be submitted for each

company/group of companies covering each circle/service area at the end
of the year. The report shall also contain an Executive Summary and
critical finding along with detailed analysis to share with the service
provider and take further follow-up action.
5. Deliverables
5.1 Progress Report: The audit agency shall, at its own cost, compile,
prepare and submit, progresses reports and at such periodic intervals as
may be specified by TRAI on the physical progress of audit work.
5.2 Quarterly Reports: The audit agency shall submit quarterly reports
in the formats approved by TRAI for the purpose. Five copies of such
report covering all service areas/ circles which are audited during the
quarterly period shall be submitted to TRAI within the time period given
in the delivery schedule at clause 7 below. The soft copies of each report
shall also be submitted by the audit agency along with the hard copies.
The report shall contain the audit results of service areas including
executive summary, critical findings and comparison of performance of
the service providers on various quality of service parameters for which
audit work was undertaken during the quarter.
6. TRAI’s Inputs:
TRAI will make available the relevant Quality of Service Regulations of

Basic (wireline), Cellular services and Broadband Service including
Telecom Consumers Protection and Redressal of Grievances Regulations,
2007. TRAI will also make available quarterly Performance Monitoring
Reports and monthly POI Congestion Reports of the service providers,
details of contact persons of service providers and such other information

requested by the audit agency which is available in TRAI and which is
necessary for carrying out the audit and assessment work.
7. Delivery Schedule
S.No. Deliverable Period

1. Date of award of work as per the contract D
2. Submission of sample design and sample D + 3 weeks
reporting formats
3. Submission of final design and reporting D + 6weeks
formats by the audit agency incorporating
modifications and corrections suggested by
TRAI
4. Commencement of audit and assessment of Beginning of -
Quality of Service the quarter
following date of
award of work
(D) or any
subsequent
quarter, as
decided by TRAI
5. Submission of first quarterly report One month from
the end of the
first quarter
6. Submission of second quarterly report One month from
the end of the
second quarter
7. Submission of third quarterly report One month from
the end of the
third quarter
8. Submission of fourth quarterly report One month from
the end of the
fourth quarter
9 Commencement of audit and assessment of From the end of
Quality of Service for the first quarter for the the fourth
extended period quarter or any
later period as
decided by TRAI
10. Submission of first quarterly report for the One month from
extended period , if any the end of the
first quarter of
extended period
11. Submission of second quarterly report for the One month from
second quarter of
extended period
12. Submission of third quarterly report for the One month from
third quarter of
extended period
13. Submission of fourth quarterly report for the One month from
fourth quarter of
extended period
Note: “D” means date of award of work.

SECTION-III
A. Schedule for Financial Bid for Audit and Assessment

of Quality of Service for North Zone
The audit agency shall submit the Financial Bid in the format given
below:
1. Cellular Mobile Telephone Services
(Note: In respect of Cellular Mobile Telephone service, all the service

areas/circles in each Zone shall be audited in every quarter of the
year. i.e. a service area will be audited four times in a year.)
Sl. Name of the Service Area Quotation for Quotation for

the year the year
(Rupees in (Rupees in
figures) words)
(i) Delhi
(ii) Jammu & Kashmir
(iii) Himachal Pradesh
(iv) Punjab
(v) Haryana
(vi) Rajasthan
(vii) Uttar Pradesh-East
(viii) Uttar Pradesh-West(including

Uttarakhand)
Total (1)
2. Basic Telephone Service (Wireline)
(Note: In respect of Basic service (wireline), a service area/circle in

the contracted Zone shall be audited only once in a year.)

the year the year
figures) words)
(i) Delhi

(iv) Punjab
(v) Haryana
(vi) Rajasthan

Uttarakhand)
Total (2)
3. Broadband Service
(Note: In respect of Broadband Service, a service area/circle in the

contracted Zone shall be audited only once in a year.)

the year the year
figures) words)
(i) Delhi
(iv) Punjab
(v) Haryana
(vi) Rajasthan

Uttarakhand)
Total (3)
Grand Total of all the three services:-
Grand Total (1+2+3)
Note1: For each Zone separate EMD of Rs.1,00,000/- is to be

furnished.
Note2: The Financial Bid shall be inclusive of all taxes, levies and
duties including service tax.

B. Schedule for Financial Bid for Audit and Assessment
of Quality of Service for South Zone
The Audit agency shall submit the Financial Bid in the format given
below:


the year the year
figures) words)
(i) Chennai
(ii) Andhra Pradesh,
(iii) Tamilnadu
(excluding Chennai)
(iv) Kerala
(v) Karnataka
Total (1)


the year the year
figures) words)
(i) Chennai
(iii) Tamilnadu
(excluding Chennai)
(iv) Kerala
(v) Karnataka
Total (2)



the year the year
figures) words)
(i) Chennai
(iii) Tamilnadu
(excluding Chennai)
(iv) Kerala
(v) Karnataka
Total (3)
Grand Total (1+2+3)

furnished.

C. Schedule for Financial Bid for Audit and Assessment
of Quality of Service for West Zone
below:

Sl. Name of the Quotation for Quotation for

Service Area the year the year
figures) words)
(i) Mumbai
(ii) Maharashtra (including
Goa and excluding
Mumbai)
(iii) Gujarat
(iv) Madhya Pradesh
(including Chattisgarh)
Total (1)


figures) words)
(i) Mumbai
Goa and excluding
Mumbai)
(iii) Gujarat
(iv) Madhya Pradesh
Total (2)



figures) words)
(i) Mumbai

Goa and excluding
Mumbai)
(iii) Gujarat
(iv) Madhya Pradesh

Total (3)
Grand Total (1+2+3)

furnished.

D. Schedule for Financial Bid for Audit and Assessment
of Quality of Service for East Zone
below:


the year the year
figures) words)
(i) Kolkata
(ii) West Bengal (including

Andaman & Nicobar, Sikkim
and excluding Kolkata)
(iii) Bihar (including Jharkhand),
(iv) Orissa
(v) Assam
(vi) North East which includes

Arunachal Pradesh,
Meghalaya, Mizorum,
Nagaland, Manipur and
Tripura.
Total (1)


the year the year
figures) words)
(i) Kolkata


(iv) Orissa
(v) Assam

Arunachal Pradesh,
Meghalaya, Mizorum,
Tripura.
Total (2)


the year the year
figures) words)
(i) Kolkata

(iv) Orissa
(v) Assam

Arunachal Pradesh,
Meghalaya, Mizorum,
Tripura.
Total (3)
Grand Total (1+2+3)

furnished.

SECTION-IV
TECHNICAL PROPOSAL – SAMPLE FORMATS
The sample formats for the following are given in Form - 1 to 5 below.
Form-1 Proposal submission form.
Form-2 Audit agency’s (Firm's) references.
Form-3 Approach paper on methodology including sample audit

design and work plan for performing the assignment.
Form-4 Composition of the proposed key team and tasks of each team
member including supervisor.
Form-5 Curriculum Vitae of proposed professional staff.

Form-1
PROPOSAL SUBMISSION FORM
(To be submitted on Audit agency’s letter head)
From
(Name and address of the audit agency)
__________________
__________________
To:
Deputy Advisor (QOS)
Telecom Regulatory Authority of India,
Mahanagar Door Sanchar Bhawan
Jawahar Lal Nehru Marg,
New Delhi-110002
Subject: Invitation of bids for undertaking Audit and Assessment of

Quality of Service for basic telephone service (wireline);
cellular mobile telephone service; and Broadband service on
zonal basis (specify the Zone--------------------------------------)
Sir,
We, the undersigned offer to provide our services for the work of
audit and assessment of Quality of Service for the above subject in
accordance with your tender document. We are hereby submitting our
Proposal which includes both technical & financial proposals, sealed
under separate envelope for the Zone (specify the Name of Zone………
…………….) along with EMD as per the clause 3.0 of section- I of the
tender document.
Our proposal is binding upon us and subject to the modifications

resulting from contract negotiations.
We understand that you are not bound to accept any bid you
receive.
Dated, the…….day of ……..2010 Yours faithfully,
Witness: Authorised signatory:

Signature…………….. Name and Title of Signatory
Address………………. Tel. No.
Fax No.
E-mail address

Form-2
AUDIT AGENCY REFERENCES

Work of similar nature carried out in the last five years
that best illustrate experience for eligibility to bid
Using the format below, provide information on each reference assignment

for which your organisation was legally contracted. (Please attach a copy
of the documentary evidence supporting the assignment/
experience)
Assignment Country
Location within Country Professional Staff Provided by

Your Firm/entity(Profiles):
Name of Client: No. of Staff:
Address: No. of Staff-Months; duration of

assignment
Start Date (Month/Year): Completion Date(Month/Yr.): Approx.

Value of Services contracted Rs.
Name of Associated Firm, if any No. of Months of Professional Staff,

provided by Associated Firms
Name of Senior Staff (Project Director/Coordinator, Team Leader)

involved and functions performed:
Narrative Description of Project
Description of Actual Services Provided by Your Staff:
Authorised signatory:
Name and Title of Signatory

Form-3
DESCRIPTION OF THE METHODOLOGY INCLUDING SAMPLE

DESIGN AND WORK PLAN FOR PERFORMING THE AUDIT AND
ASSESSMENT OF QUALITY OF SERVICE

Form-4
COMPOSITION OF THE TEAM PERSONNEL AND

TASK(S) OF EACH TEAM MEMBER
1. Technical/Managerial Staff
Sl.No Name Position Task
.
1.
2.
3.
4.
..
..
2. Support Staff
Sl.No Name Position Task
.
1.
2.
3.
4.
5.
6.
7.
8.
9.
..
..
..

Form-5
FORMAT OF CURRICULUM VITAE (CV) FOR

EACH PROPOSED PROFESSIONAL STAFF
Proposed Position: ________________________________________________

Name of Firm: ________________________________________________
Name of Staff: ________________________________________________
Profession: ________________________________________________
Date of Birth: ________________________________________________
Years with Firm/Entity: _____________________ Nationality: _______________
Membership in Professional Societies: _________________________________
Detailed Tasks Assigned: ___________________________________________
Key Qualifications:
[Give an outline of staff member’s experience and training most pertinent to

tasks on assignment. Describe degree of responsibility held by staff
member on relevant previous assignment and give dates and locations.
Use about half a page.]
Education:
[Summarize college/university and other specialized education of staff
member, giving names of schools, dates attended, and degrees obtained.
Use about one quarter of page]
Employment Record:
[Starting with present position, list reverse order every employment held.
List all positions held by staff member in last 10 years, giving dates, names
of employing organizations, titles of positions held, and locations of
assignment. Also give types of activities performed and client references,
where appropriate. Use about three-quarters of a page].
Languages:
[For each language indicate proficiency: excellent, good fair, or poor; in
speaking, reading and writing]
Certification:
I, the undersigned, certify that to the best of my knowledge and belief,
these data correctly describe me, my qualifications, and my experience.
__________________________________________________ Date:_________
[Signature of staff member]

ANNEXURE-1
PERFORMANCE BANK GUARANTEE
(To be stamped in accordance with the Stamp Act)
To
The Secretary,
Telecom Regulatory Authority of India,
Mahanagar Door Sanchar Bhawan,
Jawahar Lal Nehru Marg
New Delhi – 110002.
WHEREAS ---------- (Name and address of the firm) (hereinafter

called “the Audit Agency”) has undertaken, in pursuance of
Contract No.----------- dated ------- to conduct audit and assessment
of Quality of Service provided by service providers (hereinafter called
“the Contract”).
AND WHEREAS it has been stipulated by you in the said Contract

that the Audit Agency shall furnish you with a Bank Guarantee
from a scheduled Bank in India for the sum specified herein as
security for compliance with his obligations in accordance with the
Contract;
AND WHEREAS we (Insert name and address of Bank) have agreed

to give the Audit Agency such a Bank Guarantee:
NOW THEREFORE we (Insert name of Bank) hereby affirm that we

are the Guarantors and responsible to you, on behalf of the Audit
Agency up to a total of ------------------(amount of Guarantee)---------
(in words and figures), and we hereby unconditionally, irrevocably
and without demur undertake to immediately pay you, upon your
first written demand and without cavil or argument, any sum or
sums within the limits of -------------- (amounts of guarantee) as
aforesaid without your needing to prove or to show grounds or
reasons for your demand for the sum specified therein.
We (Insert name of Bank) hereby waive the necessity of your

demanding the said debt from the Audit Agency before presenting
us with the demand.
We (Insert name of Bank) further agree that no change or addition

to or other modification of the terms of the Contract or of the works
to be performed thereunder or of any of the contract documents
which may be made between you and the Audit Agency shall in any
way release us from any liability under the guarantee and we
hereby waive notice of any such change, addition or modification.

We (Insert name of Bank) further agree that the guarantee herein
contained shall remain in full force and effect during the period that
would be taken for the performance of the said Contract and that it
shall continue to be enforceable till all the dues of TRAI, by virtue of
the said Contract have been fully paid and its claims satisfied or
discharged and till TRAI, accordingly, discharges this guarantee.
We (Insert name of Bank) lastly undertake not to revoke this

guarantee during its currency except with the previous consent of
the TRAI in writing.
This guarantee shall be valid upto and including the day of ………
The pendancy of any dispute or arbitration or other proceedings
shall not affect this guarantee in any manner.
Dated, the………..day of ………2010
SIGNATURE AND SEAL OF THE

AUTHORISED OFFICER OF THE BANK
Name & Designation of the Officer----------------------------------
NAME OF BANK -----------------------
ADDRESS ------------------------------
DATE ---------------------------
Note: The stamp papers of appropriate value shall be purchased in the name of the
Bank, who issues the ‘Bank Guarantee’.

Annexure-2A
DETAILS OF ZONE WISE SERVICE AREA
NORTH ZONE
Sl Licensed Areas covered Name of Subscriber base as

Service Area licensees on 31st Jan. 2010
and category (Service Mobile Basic
Provider) Wireline
01. Jammu & C Entire area falling BSNL (GSM) 898433 231142
Kashmir within the State of BSNL (CDMA) 96401
Jammu & Kashmir Bharti Airtel 1804047 -
including the
autonomous Dishnet 1586041 -
council of Ladakh. Tata Teleservices 125196 49
Reliance Comm. 448171 8
Vodafone Essar 157333 -
Idea 26523 -
02. Himachal C Entire area falling Bharti Airtel 1273922 -
Pradesh within the State of IDEA Cellular 246510 -
Himachal Pradesh
Reliance 819596 -
Telecom
BSNL (GSM) 1156410 353104
BSNL (CDMA) 85853
Dishnet Wireless 367054 -
Tata Teleservices 139273 1130
Vodafone 159765 -
S.Tel 94390 -
03. Rajasthan B Entire area falling Vodafone Essar 7146313 -
within the State of BSNL (GSM) 3593805 1423031
Rajasthan. BSNLCDMA) 348071
Idea Cellular 2179942 -
Bharti Airtel 9925141 35879
Sistema Shyam 1159471 52258
03. Punjab B Entire area falling Spice Comm. 3081186 -
within the State of HFCL 324092 170122
Punjab and Union Bharti Airtel 4581187 95293
territory of Vodafone Essar 2923706 -
Chandigarh. BSNL (GSM) 3411009 1290290
BSNL (CDMA) 88313
Reliance Comm 2435176 40767
04. Haryana B Entire area falling IDEA Cellular 1979687 -
within the State of Vodafone Essar 2747370 -

Haryana except BSNL (GSM) 2286362 779709
the local areas BSNL (CDMA) 104801
served by Bharti Airtel 1519754 22127
Faridabad and Reliance Comm 2318848 3541
Gurgaon elephone Tata Teleservices 2232459 9551
exchanges.
Sistema Shyam 2718 -
05. Delhi Met Local Areas served Bharti Airtel 5822208 934339
ro by Delhi, Vodafone Essar 4818472 -
Ghaziabad, MTNL (GSM) 2189841 1301528
Faridabad, Noida, MTNL (CDMA) 141655
and Gurgaon IDEA Cellular 2478120 -
Telephone Tata Teleservices 5227997 41843
Exchanges Aircel 874437 -
Systema Shyam 196233 -
06. Uttar B Entire area Bharti Airtel 8462726 44906
Pradesh – covered by Eastern Vodafone Essar 9157975 -
East Uttar Pradesh with Idea Cellular 3539998 -
the following as its BSNL (GSM) 7180690 1406363
boundary districts BSNL (CDMA) 437538
towards Western Dishnet 758529 -
Uttar Pradesh: Reliance Comm. 7784294 -
Shahjahanpur,
Farrukhabad, Tata Teleservices 2421224 8192
Kanpur and Unitech 319259 -
Jalaun.
07. Uttar B Entire area Vodafone Essar 6054407 -

Pradesh- covered by IDEA Cellular 5434597 -
West Western Uttar BSNL (GSM) 2975972 1002068
Pradesh with the BSNL (CDMA 267849
following as its Bharti Airtel 3653016 23111
boundary districts
Dishnet 672262 -
towards Eastern
Uttar Pradesh : Reliance Comm 5834738 7718
Pilibhit, Bareilly, Tata Teleservices 2976196 4429

Badaun, Etah, Unitech 292903 -
Mainpuri and
Etawah. It will
exclude the local
telephone area of
Ghaziabad and
Noida. However, it
will also include
the newly created
State of
Uttaranchal
pursuant to the
Uttar Pradesh Re-
organisation Act,
2000 (No.29 of
2000) dated 25th
August, 2000.

SOUTH ZONE
Sl Licensed Service Areas covered Name of Subscriber base as

Area and category licensees on 31st Jan. 2010
(Service Mobile Basic
Provider) Wireline
01 Andhra A Entire area falling IDEA Cellular 6001231 -
. Pradesh within the State Bharti Airtel 12425791 116611
of Andhra BSNL (GSM) 4078007 2089172
Pradesh. BSNL (CDMA 262456
Aircel 713305 -
Unitech 440011 -
02 Karnataka A Entire area falling Bharti Airtel 12153094 461704
. within the State Spice Comm. 2400611 -
of Karnataka BSNL (GSM) 3143061 2083535
BSNL (CDMA) 430121
Systema Shyam 151155 -
Aircel 668731 -
Unitech 510250 -
03 Kerala B Entire area falling Idea Cellular 5082126 -
. within the State Vodafone Essar 4045074 -
of Kerala and BSNL (GSM) 3438993 3385569
Union Territory of BSNL (CDMA 570666
Lakshadeep and Bharti Airtel 3076728 51628
Minicoy. Tata Teleservices 2192805 9383
Dishnet 792936 -
Unitech 151970 -
Sistema shyam 161981 -
04 Tamilnadu A Entire area falling Vodafone Essar 8594902 -
. within the State Aircel 14087431 -
of Tamilnadu and IDEA Cellular 671266 -
Union Territory of Unitech 391708 -
Pondichery BSNL (GSM) 5209960 1950010
excluding the BSNL (CDMA) 450676
areas covered by
Chennai Metro
Service Area.
Local Areas
served by Tata Teleservices 3979493 50061
05 Chennai Metro Chennai Aircel Cellular 2926191 -
. Telephones, Ltd

Maraimalai Nagar Vodafone Essar 1744951 -
Export Promotion BSNL (GSM) 1162321 1004115
Zone (MPEZ), BSNL (CDMA 38058
Minzur and Tata Teleservices Included in TN
Mahabalipuram
Exchanges Sistema Shyam 51494 -

WEST ZONE
Sl Licensed Areas covered Name of Subscriber base as

Service Area licensees on 31st Jan 2010
and category (Service Mobile Basic
Provider) Wireline
01. Maha- A Entire area falling Vodafone Essar 6683781 -
rashtra within the State of IDEA Cellular 9001337 -
Maharashtra and BSNL (GSM) 4213244 2720126
Union Territory of BSNL (CDMA) 524315
Goa, excluding areas Bharti Airtel 6518134 59962
covered by Mumbai Reliance Comm 6640679 79299
Metro Service Area.
Sistema Shyam 817 -
Aircel 247480 -
02. Mumbai Metro Local Areas served Loop Mobile India 2701583 -
by Mumbai, New Vodafone Essar 4986437 -
Mumbai and Kalyan MTNL (GSM) 2420486 1950408
Telephone MTNL (CDMA) 168947
Exchanges Bharti Airtel 3003201 299512
Idea 1332274 -
Aircel 763209 -
03. Gujarat A Entire area falling Vodafone Essar 10028022 -
within the State of IDEA Cellular 5252379 -
Gujarat and Union BSNL(GSM) 2777067 1862077
Territory of Daman BSNL(CDMA) 265162
and Diu, Silvassa Bharti Airtel 5112601 46268
(Dadra & Nagar Reliance Comm 5130311 114500
Haveli). Tata Teleservices 1575921 50744
05. Madhya B Entire area falling IDEA Cellular 6918726 -
Pradesh within the re- Reliance Telecom 4046062 -
organised State of BSNL(GSM) 2979746 1027975
Madhya Pradesh as BSNL(CDMA) 827058
well as the newly Bharti Airtel 6212992 304730
created State of Reliance Comm 3971320 32347
Chattisgarh Vodafone 1478444 -
pursuant to the Tata Teleservices 3169616 3243
Madhya Pradesh
Reorganisation Act,
2000 (No:28 of 2000)
dated 25th August,
2000.

EAST ZONE
Sl Licensed Service Areas covered Name of Subscriber base as

Area and licensees on 31st Jan 2010
category (Service Mobile Basic
Provider) Wireline
01. Assam C Entire area falling Bharti Airtel 2194310 -
within the State of Vodafone Essar 676722 -
Assam. BSNL(GSM) 1009899 327588
BSNL(CDMA 107154
Dishnet 2366416 -
Idea 56574 -
Reliance Telecom 1624838 -
02. North East C Entire area falling BSNL (NE-I) 858179 198990
within the States of BSNL (NE-II) 126435
Arunachal Bharti Airtel 1357383 -
Pradesh, Reliance Telecom 498235 -
Meghalaya, Dishnet 1591334 -
Mizoram, Vodafone Essar 417406 -
Nagaland, Manipur
Idea 7136 -
and Tripura.
03. West B Entire area falling Bharti Airtel 5070213 -

Bengal within the Union Reliance Telecom 2453950 -
and Territory of BSNL – (GSM) 2160727 905700
Andaman& Andaman & BSNL –(CDMA) 138320
Nicobar Nicobar Islands BSNL – A&N 17952
and area falling Tata Teleservices 1297200 1826
within the State of Reliance Comm. 1843149 2742
West Bengal and Vodafone Essar 6681702 -
the State of Sikkim Sistema Shyam 480399 -
excluding the areas
covered by Kolkata Dishnet 2034483 -
Metro Service Area.
Idea 502631 -
04. Bihar C Entire area falling Reliance Telecom 3632185 -
& within the re- IDEA Cellular 2768804 -
Jharkhand organised State of BSNL – (GSM) 4165628 959469
Bihar and newly BSNL –(CDMA) 367759
created State of Reliance Comm 3368345 2961
Jharkhand Bharti Airtel 10338828 -
pursuant to the Tata Teleservices 2870794 6160
Bihar Vodafone 2851186 -
Reorganisation Act, Dishnet Wireless 2841955 -
2000 (No.30 of S.Tel 257840 -
2000) dated 25th
Unitech 307379 -
August, 2000.
05. Orissa C Entire area falling Reliance Telecom 1806501 -
within the State of BSNL – (GSM) 2083541 604973
Orissa. BSNL –(CDMA) 204162
IDEA Cellular 480561 -
Bharti Airtel 3836091 -
Dishnet Wireless 1535259 -
S.Tel 153949 -
Unitech 124926 -
06. Kolkata Met Local Areas served Bharti Airtel 2736884 73912
ro by Calcutta Vodafone Essar 3372057 -
Telephones. BSNL – (GSM) 1720657 1324314
BSNL –(CDMA) 41897
Dishnet 1086809 -
Reliance Telecom 1368432 -
Idea -

Annexure-2B
Broadband Subscriber Base
Subscribers
S.
ISPs Service Area Base (as on
No.
Dec ‘09)
Andhra Pradesh,Assam, Bihar,
Chhattisgarh, hennai, Gujarat,
Haryana, Himachal Pradesh
Jammu & Kashmir, Jharkhand,
1 BSNL Karnataka, Kerala, Kolkata,
Maharashtra, Madhya Pradesh,
NEI NEII, Orissa Punjab,
Rajastha,Tamilnadu, UP East,UP 4732676
West, Uttaranchal, WB, A&N
2 MTNL Delhi, Mumbai 787722
Andhra Pradesh, Delhi, Gujarat,
Haryana,Karnataka, Kerala,
Kolkata, Madhya
3 Airtel
Pradesh,Maharashtra, Mumbai,
Punjab,Rajasthan, Tamilnadu, UP
East, UP West 970334
Central Region, East, North, South
Tata
4 1, South 2, South 3, South 4, West
Communication
1, West 2 186074
Andhra Pradesh, Chennai, Delhi,
Gujarat, Haryana, Karnataka,
5 Hathway
Maharashtra, Punjab, Tamilnadu,
Uttar- Pradesh 302496
All India, Andhra Pradesh,
6 You Telecom Gujarat, Haryana, Karnataka,
Maharashtra, Tamilnadu 204307
7 Sify All India 68813
8 Reliance All India 123141
9 Asia Net Kerala 66420
10 HFCL Punjab 73769
11 Ortel Orissa 34375
Tata
12 Maharashtra & Goa
Teleservices 49924
13 Alliance Kolkata 20346
All India (Delhi, Bangalore &
14 Spectra Net
Mumbai) 22503
Syscon Infoway
15 Maharashtra
Pvt. Ltd 16663
Ankhnet
16 Mumbai
Infomations 31808
17. Beam Cables Hyderabad 19466
Tikona Digital
18. Networks Pvt. All India
Ltd. 17121
Annexure – 2C
No. of Telephone Exchanges (Wireline) Service Area/Circle wise as on December ‘09
Service Zone Name of the Circle/ No of Wire line Telephone No. of exchanges to be
Provider Service Area Exchanges covered in each quarter
Urban Rural TOTAL Urban Rural TOTAL
NORTH ZONE
MTNL N Delhi 335 0 335 17 0 17
Bharti N Delhi 7 0 7 2 0 2
TTL N Delhi 13 0 13 3 0 3
RCL N Delhi 12 0 12 3 0 3
Total (Delhi) 367 Nil 367 25 Nil 25
BSNL N Haryana 384 925 1309 18 46 64
Bharti N Haryana 1 0 1 1 0 1
TTL N Haryana 7 0 7 2 0 2
RCL N Haryana 3 0 3 1 0 1
Total (HR) 395 925 1 320 22 46 68
BSNL N Himachal Pradesh 108 1020 1128 5 50 55
TTL N Himachal Pradesh 1 0 1 1 0 1
RCL N Himachal Pradesh 2 0 2 1 0 1
Total
111 1 020 1 131 7 50
(HP) 57
TTL * N J& K -
BSNL N J& K 113 254 367 6 12 18
18
Total (J & K) 113 254 367 6 12
BSNL N Punjab 313 1 213 1526 16 60 76
Bharti N Punjab 2 0 2 1 0 1
HFCL N Punjab 4 0 4 1 0 1
TTL N Punjab 1 0 1 1 0 1
RCL N Punjab 5 0 5 2 0 2
Total (PB) 325 1 213 1 538 21 60 81
BSNL N Rajasthan 396 1 940 2336 20 97 117
Bharti N Rajasthan 1 0 1 1 0 1
Sistema N Rajasthan 3 0 3 1 0 1
TTL N Rajasthan 7 0 7 2 0 2
RCL N Rajasthan 6 0 6 0 0 0
Total (RJ) 413 1940 2353 24 97 121
BSNL N U P (East) 625 1 568 2193 33 81 114
Bharti N U P (East) 1 0 1 1 0 1
TTL N U P (East) 5 0 5 2 0 2
RCL N U P (East) 11 0 11 2 0 2
Total (UP-E) 642 1568 2210 38 81 119
BSNL N U P (West) 519 541 1060 24 25 49
Bharti N U P (West) 1 0 1 1 0 1

TTL N U P (West) 1 0 1 1 0 1
RCL N U P (West) 7 0 7 2 0 2
Total (UP-W) 528 541 1069 28 25 53
BSNL N Uttranchal 113 346 459 6 17 23
Total (UTT) 113 346 459 6 17 23
Total North Zone 3007 7807 10814 177 388 565
SOUTH ZONE
BSNL S Andhra Pradesh 776 3 413 4 189 38 170 208
Bharti S Andhra Pradesh 1 0 1 1 0 1
TTL S Andhra Pradesh 5 0 5 3 0 3
RCL S Andhra Pradesh 13 0 13 3 2 5
Total (AP) 795 3 413 4 208 45 172 217
TTL * S Chennai - - - - - -
RCL S Chennai 5 0 5 2 0 2
Total (Chennai) 5 Nil 5 2 Nil 2
BSNL S Karnataka 536 2 233 2 769 26 112 138
Bharti S Karnataka 6 0 6 14 0 14
TTL S Karnataka 54 0 54 4 0 4
RCL S Karnataka 9 0 9 2 0 2
Total (KTK) 605 2 233 2 838 46 112 158
BSNL S Kerala 246 998 1 244 12 50 62
Bharti S Kerala 1 0 1 4 0 4
TTL S Kerala 23 0 23 1 0 1
RCL S Kerala 6 0 6 2 0 2
Total (Kerala) 276 998 1 274 19 50 69
BSNL S Tamil Nadu 843 1 185 2 028 42 59 101
RCL S Tamilnadu 7 0 7 2 0 2
Tamilnadu (included 5
Bharti S Chennai) 0 5 2 0 2
Tamilnadu (included
TTL S Chennai) 4 0 4 1 0 1
Total (TN) 859 1185 2044 47 59 106
Total South Zone 2540 7829 10369 159 393 552
WEST ZONE
BSNL W Chattisgarh 193 415 608 9 22 31
Total (CG) 193 415 608 9 22 31
BSNL W Gujarat 534 2 693 3 227 27 134 161
Bharti W Gujarat 1 0 1 1 0 1
TTL W Gujarat 3 0 3 1 0 1
RCL W Gujarat 10 0 10 2 0 2
Total (GJ) 548 2 693 3 241 31 134 165
BSNL W Madhya Pradesh 579 1 981 2 560 29 99 128
Bharti W Madhya Pradesh 5 0 5 2 0 2
TTL W Madhya Pradesh 4 0 4 1 0 1
RCL W Madhya Pradesh 6 0 6 2 0 2
Total (MP) 594 1 981 2 575 34 99 133
Bharti W Maharashtra 1 0 1 1 0 1
RCL W Maharashtra 9 1 10 2 1 3
TTL W Maharashtra 15 0 15 3 0 3

BSNL Maharashtra
W excluding Mumbai 656 4 277 4 933 33 214 247
Total (MH) 681 4278 4959 39 215 254
MTNL W Mumbai 208 0 208 11 0 11
Bharti W Mumbai 1 0 1 1 0 1
TTL W Mumbai 12 0 12 3 0 3
RCL W Mumbai 14 0 14 3 0 3
Total (Mum) 235 0 235 18 0 18
Total West Zone 2251 9367 11618 131 470 601
EAST ZONE
BSNL E A&N 5 42 47 2 4 6
Total (A & N) 5 42 47 2 4 6
BSNL E Assam 174 432 606 8 22 30
Total (Assam) 174 432 606 8 22 30
BSNL E Bihar 234 1 002 1 236 12 50 62
TTL E Bihar 8 0 8 2 0 2
RCL E Bihar 6 0 6 2 0 2
Total (Bihar) 248 1 002 1 250 16 50 66
BSNL E Jharkhand 205 299 504 11 15 26
Total (Jharkhand) 205 299 504 11 15 26
BSNL E Kolkata 536 0 536 27 0 27
Bharti E Kolkata 1 0 1 1 0 1
TTL E Kolkata 1 0 1 1 0 1
RCL E Kolkata 5 0 5 2 0 2
Total (Kolkata) 543 Nil 543 31 Nil 31
BSNL E North East-I 74 282 356 5 14 19
BSNL E North East-II 65 159 224 4 8 12
Total (NE-I & II) 139 441 580 9 22 31
BSNL E Orissa 226 941 1 167 12 47 59
TTL E Orissa 1 0 1 1 0 1
RCL E Orissa 2 0 2 1 0 1
Total (Orissa) 229 941 1 170 14 47 61
BSNL E West Bengal 239 1 146 1 385 12 57 69
TTL E West Bengal 3 0 3 1 0 1
RCL E West Bengal 4 0 4 1 0 1
Total (WB) 246 1 146 1 392 27 63 90
Total East Zone 1789 4303 6092 118 223 341
Total all Zones 9587 29306 38893 585 1474 2059
* Number of exchanges to be verified by the agencies during course of audit.

Annexure-2D
List of No. of Mobile Switching Centres (MSC) as on
December, 2009
Sl. Name of service provider Service Area No. of MSCs

NORTH ZONE
1 Bharti Airtel Ltd Delhi 25
2 Vodafone Essar Moile Delhi 18
Services Ltd
3 MTNL Delhi 4
4 IDEA Cellular Ltd Delhi 8
5 Aircel Delhi 4
6 MTNL Delhi 2
7 Reliance Infocomm Ltd Delhi 8
8 Sistema Shyam Delhi 1
9 Tata Teleservices Ltd Delhi 5
10 Spice Communications Punjab 11
Pvt. Ltd
11 Bharti Airtel Ltd Punjab 20
12 BSNL Punjab 13
13 Vodafone Essar South Ltd Punjab 10
14 Reliance Infocomm Ltd Punjab 5
15 Tata Teleservices Ltd Punjab 4
16 HFCL Punjab 1
17 IDEA Cellular Ltd Haryana 4
18 Vodafone Essar India Ltd Haryana 9
19 BSNL Haryana 8
20 Bharti Airtel Ltd Haryana 7
21 Reliance Comm Ltd Haryana 2
22 Tata Teleservices Ltd Haryana 4
23 Sistema Shyam Haryana 1
24 IDEA Cellular Ltd UP (W) 9
25 Bharti Airtel Ltd UP (W) 12
26 BSNL UP (W) 14
27 Vodafone Essar South Ltd UP (W) 18
28 Reliance Infocomm Ltd UP (W) 6
29 Tata Teleservices Ltd UP (W) 5
30 Dishnet UP (W) 3
31 Unitech UP (W) 3
32 Vodafone Essar India Ltd UP (East) 27
33 Bharti Airtel Ltd UP (East) 25
34 BSNL UP (East) 21

35 IDEA Cellular Ltd UP(East) 5
36 Reliance Infocomm Ltd UP(East) 13
37 Tata Teleservices Ltd UP (East) 6
38 Dishnet UP (East) 2
39 Unitech UP (East) 4
40 Vodafone Essar India Ltd Rajasthan 22
41 Bharti Hexacom Ltd Rajasthan 29
42 BSNL Rajasthan 14
43 IDEA Cellular Ltd Rajasthan 4
44 Reliance Infocomm Ltd Rajasthan 7
45 Tata Teleservices Ltd Rajasthan 8
46 Shyam Telelink Ltd Rajasthan 1
47 Bharti Airtel Ltd Himachal Pradesh 4
48 Reliance Telecom Ltd Himachal Pradesh 2
49 BSNL Himachal Pradesh 3
50 IDEA Cellular Ltd Himachal Pradesh 1
51 Dishnet wireless Ltd Himachal Pradesh 1
52 Vodafone Himachal Pradesh 1
53 Reliance Infocomm Ltd Himachal Pradesh 1
54 Tata Teleservices Ltd Himachal Pradesh 1
55 BSNL Jammu & Kashmir 6
56 Bharti Airtel Ltd Jammu & Kashmir 9
57 Dishnet wireless Ltd Jammu & Kashmir 5
58 Vodafone Jammu & Kashmir 2
59 Idea Jammu & Kashmir 1
60 Reliance Infocomm Ltd Jammu & Kashmir 1
61 Tata Teleservices Ltd Jammu & Kashmir 1
Total North Zone 471
SOUTH ZONE
1 Aircel Cellular Ltd Chennai 8
2 Bharti Airtel Ltd Chennai 9
3 BSNL Chennai 4
4 Vodafone Essar South Ltd Chennai 5
Reliance Infocomm Ltd Chennai included in
5 TN
6 Tata Teleservices Ltd Chennai 1
7 IDEA Cellular Ltd Andhra Pradesh 13
8 Bharti Airtel Ltd Andhra Pradesh 38
9 BSNL Andhra Pradesh 10
10 Vodafone Essar South Ltd Andhra Pradesh 13
11 Aircel Andhra Pradesh 2
Unitech Andhra Pradesh 2
12 Reliance Infocomm Ltd Andhra Pradesh 12
13 Tata Teleservices Ltd Andhra Pradesh 7

14 Bharti Airtel Ltd Karnataka 48
Spice Communications Karnataka 7
15 Pvt. Ltd
16 BSNL Karnataka 9
17 Vodafone Essar South Ltd Karnataka 14
18 Aircel Karnataka 2
19 Reliance Infocomm Ltd Karnataka 8
20 Tata Teleservices Ltd Karnataka 5
Sistema Shyam Karnataka 1
Vodafone Essar Cellular Tamil Nadu 16
21 Ltd
22 Aircel Ltd Tamil Nadu 34
23 BSNL Tamil Nadu 10
24 Bharti Airtel Ltd Tamil Nadu
19
including Chennai
Idea Tamil Nadu 2
including Chennai
Unitech Tamil Nadu 2
including Chennai
25 Reliance Infocomm Ltd Tamil Nadu 10
26 Tata Teleservices Ltd Tamil Nadu 3
Sistema Shyam Tamil Nadu 1
including Chennai
27 IDEA Cellular Ltd Kerala 13
Vodafone Essar Cellular Kerala 9
28 Ltd
29 BSNL Kerala 9
30 Bharti Airtel Ltd Kerala 7
31 Dishnet wireless Ltd Kerala 1
32 Reliance Infocomm Ltd Kerala 5
33 Tata Teleservices Ltd Kerala 3
Sistema Shyam Kerala 1
Unitech Kerala 2
Total South Zone 365
WEST ZONE
1 Loop Mobile India Ltd Mumbai 3
2 Vodafone Essar Ltd Mumbai 20
3 MTNL Mumbai 5
4 Bharti Airtel Ltd Mumbai 11
5 IDEA Cellular Ltd Mumbai 3
Aircel Mumbai 2
6 MTNL Mumbai 2
7 Reliance Infocomm Ltd Mumbai 6
Tata Teleservices Mumbai 5
8 (Maharashtra) Ltd
Sistema Shyam Mumbai 1

Vodafone Essar Cellular Maharashtra 10
9 Ltd
10 IDEA Cellular Ltd Maharashtra 25
11 BSNL Maharashtra 10
12 Bharti Airtel Ltd Maharashtra 18
Aircel Maharashtra 1
13 Reliance Infocomm Ltd Maharashtra 11
Sistema Shyam Maharashtra 1
14 Tata Teleservices Ltd Maharashtra 12
Vodafone Essar Gujarat Gujarat 24
15 Ltd
16 IDEA Cellular Ltd Gujarat 12
17 BSNL Gujarat 7
18 Bharti Airtel Ltd Gujarat 11
19 Reliance Infocomm Ltd Gujarat 7
20 Tata Teleservices Ltd Gujarat 6
21 IDEA Cellular Ltd MP 16
22 Reliance Telecom Ltd MP 6
23 BSNL MP 7
24 Bharti Airtel Ltd MP 11
25 Vodafone MP 5
26 Reliance Infocomm Ltd MP 8
27 Tata Teleservices Ltd MP 4
Total West Zone 270
EAST ZONE
1 Reliance Telecom Ltd West Bengal 3
2 BSNL West Bengal 6
3 Bharti Airtel Ltd West Bengal 12
4 Vodafone Essar South Ltd West Bengal 16
5 Dishnet wireless Ltd West Bengal 5
Idea West Bengal 1
Sistema Shyam West Bengal 1
6 Reliance Infocomm Ltd West Bengal 5
7 Tata Teleservices Ltd West Bengal 3
8 Bharti Airtel Ltd Kolkata 6
Vodafone Essar East Kolkata 6
9 Limited
10 BSNL Kolkata 7
11 Reliance Telecom Ltd Kolkata 2
12 Dishnet wireless Ltd Kolkata 2
Idea Kolkata 1
13 Reliance Infocomm Ltd Kolkata 3
Sistema Shyam Kolkata 1
14 Tata Teleservices Ltd Kolkata 3

15 Reliance Telecom Ltd Bihar 7
16 BSNL Bihar 40
17 Bharti Airtel Ltd Bihar 25
18 Dishnet wireless Ltd Bihar 5
19 Vodafone Bihar 2
20 Idea Bihar 3
21 Reliance Infocomm Ltd Bihar 9
22 Tata Teleservices Ltd Bihar 6
Sistema Shyam Bihar 1
23 Reliance Telecom Ltd Orissa 3
24 BSNL Orissa 9
25 Bharti Airtel Ltd Orissa 10
26 Dishnet Wireless Ltd Orissa 4
Vodafone Essar Spectel Orissa 1
27 Limited
Idea Orissa 1
Unitech Orissa 2
28 Reliance Infocomm Ltd Orissa 4
29 Tata Teleservices Ltd Orissa 2
30 Reliance Telecom Ltd Assam 3
31 BSNL Assam 7
32 Bharti Airtel Ltd Assam 8
33 Dishnet Wireless Ltd Assam 8
Vodafone Essar Spectel Assam 1
34 Limited
Idea Assam 1
35 Tata Teleservices Ltd Assam 1
36 Reliance Telecom Ltd North East 2
37 Bharti Hexacom Ltd North East 5
38 BSNL North East 7
39 Dishnet Wireless Ltd North East 6
Vodafone Essar Spectel North East 1
40 Limited
Idea North East 1
41 Tata Teleservices Ltd North East 1
Total East Zone 269
Total all Zone 1375
Note : There may be variation in Number of MSCs. Actual Number of MSCs may be
confirmed from the Service Provider while conducting the audit.

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Last Date of Submission of Bid

By 03.00PM on 26th April, 2010

TELECOM REGULATORY AUTHORITY OF INDIA

Mahanagar Doorsanchar Bhavan,

TENDER DOCUMENT No. – II (QOS AUDIT)

Audit and Assessment of Quality of Service

Sl Section Title Page

1 Notice inviting tender 1

2 Section- I Tender Conditions and Instructions to 3

3 Section- II Terms of Reference 15

4 Section- III Schedule for Financial Bid 37

5 Section- IV Technical Proposals – Sample Formats 45

6 Annexure-I Format of Performance Bank Guarantee 51

7 Annexure-2A Details of Telecom Circle/Metro Service 53

8 Annexure-2B Details of Broadband service provider 61

9 Annexure-2C Details of Telephone Exchanges of service 62

10 Annexure-2D Details of MSCs of cellular mobile 65

Tender Document-II (QOS audit) Signature of authorized representative of bidder ii

2. (i) The Zones shall comprise of the following Telecom Circle/Metro

North Zone: Delhi, Jammu & Kashmir, Himachal Pradesh, Punjab,

Tender Document-II (QOS audit) Signature of authorized representative of bidder 1

5. The bid, complete in all respects, should be submitted, not later

6. Unsealed bids or bids without the earnest money deposit shall be

8. The audit agencies may be required to make a presentation on the

9. No single bidder will normally be awarded work for more than

1.1 Telecom Regulatory Authority of India’ vide it’s Regulations “The

1.3 S.N.(i) to (xii) under sub-regulation (1) of regulation 3, pertaining to

2. Clarification of Tender Document and Pre-Tender Conference

2.1 A prospective bidder, requiring any clarification on the tender

2.2 Any clarification issued by TRAI in response to a query raised by

2.3 The bidders are required to keep a watch on TRAI’s Website

3. Earnest Money Deposit (EMD)

3.2 The EMD may be forfeited in any of the following circumstances :-

4.1 The companies/firms (hereinafter referred to as audit agency) who

(ii) the audit agency should have similar experience of at least

4.2 The audit agency should submit documentary evidence regarding

6. Schedule for Financial Bid

Schedule for Financial Bid is available at Section-III. The Financial

Standard formats for technical proposals are given in Section-IV.

8. Last date (due date) for submission of bids

The bid should be submitted not later than 03.00 PM on 26th

9. Performance Bank Guarantee Bond

9.1 The selected audit agency shall furnish a Performance Bank

9.3 Without prejudice to its rights to terminate the contract and to

10. TRAI’s right to accept or reject a bid without

11. Evaluation of the Bid

11.1 The bids shall be evaluated based on both techno-commercial and

(i) a brief note indicating how the audit agency is equipped to

(ii) past experience of audit agency in undertaking works of similar

(iv) financial capability.

11.2 The Technical Bid will be technically evaluated giving due

“If there is a discrepancy between words and figures, the amount in

12. Validity of Contract

The contract for undertaking audit and assessment of Quality of

Tender Document-II (QOS audit) Signature of authorized representative of bidder 7

13. Force Majeure

13.1 If at any time, during the continuance of the contract, the

Tender Document-II (QOS audit) Signature of authorized representative of bidder 8

In no event shall TRAI be liable to audit agency for special, direct,

16.2 All correspondence relating to the tender shall be addressed to

17. Payment terms:

17.1 Payment shall be made after completion of audit and submission of

Sl. Schedule % payment in terms