Parliament Question: Service-related Complaints of MTNL Subscribers

GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS LOK SABHA UNSTARRED QUESTION NO. 3924 ANSWERED ON 12TH AUGUST, 2026 SERVICE-RELATED COMPLAINTS OF MTNL SUBSCRIBERS †3924. SHRI SANJAY UTTAMRAO DESHMUKH:

WILL the Minister of COMMUNICATIONS be pleased to state:

(a) whether the Government has taken cognizance of the issue of call drops being experienced by telecom consumers and if so, the reasons therefor;

(b) the steps taken by the Government to ensure better quality of service for consumer;

(c) the details of the number of mobile, landline and broadband subscribers of Mahanagar Telephone Nigam Limited (MTNL) during the last three years, year-wise;

(d) the details and number of service-related complaints received during the said period and the number of such complaints that were resolved within the prescribed time; and

(e) the steps taken to improve the quality of services and the targets fixed in this regard, if so, the details thereof? ANSWER MINISTER OF STATE FOR COMMUNICATIONS AND RURAL DEVELOPMENT (DR. PEMMASANI CHANDRA SEKHAR)

(a) Telecom Regulatory Authority of India (TRAI) monitors the performance of service providers against the benchmark of various Quality of Service (QoS) parameters, as prescribed in QoS Regulation. As per Performance Monitoring Report published by TRAI for the month of June-26, all Telecom Service Providers (TSPs) are meeting all QoS benchmarks for network related parameters in the country.

(b) & (e) Steps taken by the Government to ensure better quality of service for consumer: i. Uncovered villages are being provided mobile connectivity under various Digital Bharat Nidhi schemes. ii. To ensure better quality of service by TSPs, TRAI has prescribed more stringent benchmarks for QoS parameters under the revised QoS Regulations namely “The Standards of Quality of Service of Access (Wirelines and Wireless) and Broadband (Wireline and Wireless) Service Regulations, 2024 (06 of 2024)” on 02.08.2024, which includes monthly monitoring of mobile services instead of quarterly monitoring, monitoring at the cell level instead of the earlier BTS level and separate benchmarks for call drops for 2G/3G services and for 4G/5G services

(c): Details of the number of mobile, landline and broadband subscribers of Mahanagar Telephone Nigam Limited (MTNL) during the last three years, year-wise are as below:Mobile Wireline Broadband Year Subscribers Subscribers Subscribers As on Mar-24 1925825 2177547 392793 As on Mar-25 998229 2009581 375516 As on Mar-26 214967 1310682 195965

(d): State-wise and TSP-wise details of the complaints received is attached as Annexure-I.

All these grievances have been disposed of by the respective TSPs/DoT units on the portal.Annexure-I State-wise TSP-wise details of complaints received in CPGRAMS Portal FY 2023-24 FY 2024-25 FY 2025-26 Name of BSNL MTNL AIRTEL RJIL VIL BSNL MTNL AIRTEL RJIL VIL BSNL MTNL AIRTEL RJIL VIL State/UT Andaman And 8 0 2 0 0 12 0 1 6 1 18 0 6 5 4 Nicobar Islands Andhra Pradesh 73 0 42 83 9 150 0 152 163 7 208 0 201 184 48 Arunachal 2 0 2 2 0 3 0 6 10 0 16 1 16 20 0 Pradesh Assam 64 0 61 96 23 173 0 115 142 23 236 0 219 256 39 Bihar 245 0 327 357 36 502 3 324 538 57 571 2 738 1126 115 Chandigarh 5 1 28 32 25 19 0 77 290 11 17 0 25 201 5 Chhattisgarh 67 0 124 280 18 176 0 66 188 7 154 1 119 347 24 Dadra and Nagar Haveli and 0 0 0 0 0 3 0 4 7 0 1 0 1 3 0 Daman and Diu Delhi 33 173 209 163 36 47 150 370 199 46 134 237 390 392 116 Goa 21 0 0 3 0 25 0 1 12 1 40 0 12 15 4 Gujarat 153 0 136 264 109 443 0 172 443 76 511 0 526 911 233 Haryana 138 9 102 162 22 356 13 141 175 22 309 19 418 321 62 Himachal 95 0 41 74 3 75 0 32 61 5 101 0 68 103 13 Pradesh Jammu And 40 0 72 64 1 89 0 62 57 4 138 0 146 189 6 Kashmir Jharkhand 55 0 131 197 3 104 0 45 98 2 201 0 143 378 23 Karnataka 216 1 129 151 25 425 0 157 209 26 1315 30 5373 4685 666 Kerala 78 0 47 84 16 311 0 100 112 20 326 0 130 179 57 Ladakh 4 0 2 0 0 6 0 0 0 0 2 0 1 0 0 Lakshadweep 0 0 0 0 0 1 0 0 0 0 3 0 0 2 0 Madhya Pradesh 218 0 147 215 39 424 0 142 280 40 531 1 323 666 105 Maharashtra 301 169 215 317 76 543 110 323 390 93 903 103 779 838 187 Manipur 10 0 1 3 0 1 0 22 4 0 1 0 8 4 0 Meghalaya 2 0 6 2 0 9 0 2 3 0 11 0 18 26 2 Mizoram 3 0 0 1 3 0 0 2 0 1 0 0 4 3 0 Nagaland 2 0 0 8 0 0 0 0 7 0 1 0 1 6 1 Odisha 116 0 104 161 3 342 1 241 270 12 398 0 287 450 41 Puducherry 6 0 7 1 0 14 0 7 8 2 17 0 8 14 0 Punjab 154 0 183 128 49 232 62 267 162 114 254 351 314 347 170 Rajasthan 235 1 183 249 34 322 1 172 277 39 707 3 478 724 142 Sikkim 0 0 3 3 0 0 0 0 1 0 7 0 4 3 0 Tamil nadu 220 0 199 199 30 444 1 247 213 23 512 4 432 471 51 Telangana 39 0 57 37 6 86 0 87 94 0 100 0 215 171 11 Tripura 8 0 45 32 4 92 0 21 24 13 108 0 43 53 44 Uttar Pradesh 575 15 771 1131 232 1147 31 981 1268 245 1260 17 1671 3228 419 Uttarakhand 52 0 35 58 6 111 0 39 77 12 244 4 178 291 23 West Bengal 278 1 297 559 76 773 0 339 659 87 1168 0 781 1374 179 *****