Over 5 Crore Complaints Received Against Telcos Over Mobile Services in FY22, MoS Communications Says

More than five crore complaints were received against telecom operators related to mobile services during 2021-22, with about 54 per cent of them against Airtel, followed by Vodafone Idea, Parliament was informed on Friday. Minister of State for Communications Devusinh Chauhan, in a written reply in the Rajya Sabha, gave data on complaints received against various telecom service providers related to mobile telephony during 2021-22, as per which the number for Airtel stood at 2,99,68,519, and for Vodafone Idea at 2,17,85,460.

The number of such complaints against Reliance Jio was 25.8 lakh.

In all, nearly 5.5 crore complaints related to cellular mobile telephone services were registered by consumers through helpline numbers of operators at complaint centres during 2021-22.

The number of complaints against state-owned Bharat Sanchar Nigam Ltd (BSNL) and Mahanagar Telephone Nigam Ltd (MTNL) stood at 8.8 lakh and 48,170 respectively.

“The complaints received at complaint centres through customer helpline numbers are resolved by the concerned service provider,” the minister said.

Where the complaints are not resolved by the service providers, the complainant can approach the public grievance wing of the Department of Telecommunications. All the grievances so received are monitored and resolved through the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) portal.

“The number of grievances received during 2021-22 through CPGRAMS portal was 58911, out of which 58,224 were resolved,” the minister added.

To another question, Chauhan said the number of BSNL customers who opted for network port out stood at 52.3 lakh in 2021-22, while the subscribers porting in were at 28.8 lakh.

Stiff competition in the telecom sector drove both port in and port out for BSNL, he added.


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Jio-Bp Partners With Zomato to Power Its EV Fleet

Jio-Bp, the fuel and mobility joint venture between Reliance Industries and London-based BP, on Wednesday announced its partnership with Zomato to provide electric vehicle (EV) mobility services to the food aggregator to support its plans to have a 100 percent EV fleet by 2030. The new announcement comes just days after Jio-Bp reported plans to set up EV charging and battery-swapping stations across 12 cities in North India. The firm will set up its facilities at properties of real estate developer Omaxe.

In a joint statement, Jio-Bp said that it would provide EV mobility services to Zomato along with access to ‘Jio-Bp Pulse’ branded battery-swapping stations for last mile delivery.

Zomato last year joined nonprofit The Climate’s global electric mobility programme EV100 to have 100 percent EVs for its fleet by 2030. The Gurugram-based company already has EVs on its platform in cities including Delhi, Bengaluru, and Mumbai.

“The current EV fleet is a small fraction of the active fleet of delivery partners, and we understand that getting to 100 percent adoption of EVs will not be easy, but is essential in the long run,” Zomato Founder and CEO Deepinder Goyal had said while announcing its EV-focussed plans in June last year.

One of the key challenges for Zomato to expand its EV fleet is the lack of charging infrastructure and limited battery range. This could be resolved through the latest partnership.

Jio-Bp offers EV charging infrastructure to consumers under the Jio-Bp Pulse brand.

Earlier this month, the Indian subsidiary of British automotive MG Motor came together with lubricant brand Castrol to partner with Jio-Bp for exploring mobility solutions for EVs in the country. The joint venture also has TVS Motor and Mahindra Group as the key automobile companies to develop solutions for a range of consumer and commercial EVs.

In addition to Jio-Bp, Zomato has local vendors including Zypp, Eveez, and Bud-e in select cities to support its ongoing transition to the EV fleet.

Last year, Reliance BP Mobility, the company that operates under the Jio-Bp brand, partnered with Zomato’s arch-rival Swiggy to develop an ecosystem for EV battery-swapping stations across the country. The partnership was also aimed to help build greener and cost-effective solutions for delivery fleets.

Jio-Bp also last week announced that it would set up its EV charging and battery-swapping infrastructure at various Omaxe properties across Delhi, Noida, Greater Noida, Faridabad, Ghaziabad, New Chandigarh, Ludhiana, Patiala, Amritsar, Jaipur, Sonipat, and Bahadurgarh in a phased manner.


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After PhonePe, Paytm Starts Taking Surcharge on Mobile Recharges

Paytm has started taking a surcharge for mobile recharges through its platform. The charge can be anywhere between Re. 1 and Rs. 6 — depending on the recharge amount. It is applicable on all Paytm mobile recharges, irrespective of the payment mode — whether done through Paytm Wallet balance or Unified Payments Interface (UPI) or bank credit or debit card. The update is notably not applicable to all users at this moment. Last year, Paytm competitor PhonePe started a pilot to charge a surcharge on mobile recharges.

According to user reports available on Twitter, Paytm started taking the surcharge as a convenience fee, though Gadgets 360 can now confirm that the additional charge is available as a platform fee. It appeared to be initially rolled out to a few users in late March. However, the sudden increase in the recent user reports suggest that the update is now applicable to a large number of users.

Gadgets 360 was able to independently verify that the surcharge is not applicable to all Paytm users at this moment. It is also important to note that the additional charge is applicable on transactions above Rs. 100.

Paytm is taking surcharge on mobile recharges from some users

 

However, the select users who have been considered as a part of the update need to pay up to Rs. 6 as an additional charge over and above the mobile recharge amount that they are paying through the Paytm app.

A person familiar with the development told Gadgets 360 that Paytm was taking the surcharge from some users as one of the experiments to grow its revenues.

In 2019, Paytm posted on Twitter to claim that it would not charge any convenience or transaction fee from customers on using any payment method which included cards, UPI, and wallet.

 

A query sent to Paytm didn’t elicit a response at the time of publishing this article.

Similar to Paytm, PhonePe in October started charging a surcharge that it calls “processing fee” to customers for mobile recharges above Rs. 50. The Walmart-owned company at the time said that the charge was applicable under a “small-scale experience” and was not affecting all users.

User reports available on social media, though, indicate that the number of users seeing the additional charge on their PhonePe account is not minuscule as hundreds of users have reported that the platform is levying the additional charge for their mobile recharges.

Both PhonePe and Paytm have yet not officially revealed the criteria that they use to pick customers for charging the additional fee.

A PhonePe spokesperson declined to comment on queries around its criteria for the experiment and the total base of its users selected for the surcharge.

Payment Council of India (PCI) Chairman Vishwas Patel told Gadgets 360 that telcos in the country recently reduced commission to around 50 percentage-in-point (pip) on transactions to the online retailers. In addition to that, he noted that if a customer was paying through a credit card, where the merchant discount rate (MDR) is 1.8 percent, it was not possible for the online retailer to process recharges.

Nevertheless, platforms including Amazon Pay and Google Pay are not charging any additional charges for mobile recharges at this moment. Some of the price-conscious users are, therefore, moving their recharge tasks to these platforms for the time being.

Telecom operators including Airtel, Vi and Jio also support mobile recharges through their native apps. The surcharge by Paytm and PhonePe could, thus, be an opportunity for telcos to incline customers towards their solutions over time.




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Reliance Jio Reports 10.9 Million Reduction in Customer Base in Last Quarter, While ARPU Rose

India’s largest telecom operator Reliance Jio on Friday posted an about 24 percent jump in standalone net profit at Rs. 4,173 crore for the fourth quarter ended March 2022, amid better realisation per user aided by tariff hike, better subscriber mix and FTTH services ramp-up.

The standalone revenue from operations increased by about 20.4 percent year-on-year to Rs. 20,901 crore.

Mobile SIM consolidation after the tariff hike in the last December led to a net reduction of 10.9 million in customer base in 4Q FY22.

For Jio Platforms — the unit that holds telecom and digital businesses — the consolidated net profit for the just-ended quarter was Rs. 4,313 crore, up nearly 23 percent year-on-year. The gross revenue for March 2022 quarter came in at Rs. 26,139 crore, nearly 21 percent higher.

The total customer base as of March 2022 stood at 410.2 million, while ARPU — a key metric for all telcos — zoomed during the quarter to Rs. 167.6 per subscriber per month.

The average revenue per user or ARPU was pegged at Rs. 151.6 per subscriber per month in the December quarter.

“ARPU during the quarter of Rs. 167.6 per subscriber per month saw a healthy 21.3 percent growth on a year-on-year basis and 10.5 percent growth on a quarter-on-quarter basis,” parent Reliance Industries said in a statement.

The total data traffic was 24.6 billion GB during the quarter, translating into 47.5 percent growth.

Jio Platforms’ gross revenue for the full FY22 rose to Rs 95,804 crore, 17.1 percent higher than the previous fiscal (adjusted for Interconnect Usage Charges), according to the company statement.

Jio Platforms’ net profit for FY22 was Rs. 15,487 crore, 23.6 percent higher than the previous fiscal.

For the financial year ended March 31, 2022, the telecom services arm Reliance Jio’s consolidated PAT increased by about 23 percent to Rs. 14,854 crore, compared to Rs. 12,071 crore in FY21.

The annual revenue from operations grew by about 10.3 percent to Rs. 77,356 crore in 2021-22.

“SIM consolidation post the December 2021 tariff hike led to a net reduction of 10.9 million in customer base in 4Q FY22,” the statement informed.

Gross subscriber addition continued to remain strong with total gross addition of 35.5 million in 4Q FY22 with sustained traction in mobility and FTTH (fibre to the home) businesses, it added.

During 4Q FY22, average data and voice consumption per user per month increased to 19.7GB and 968 minutes, respectively.

“Jio is now the #1 FTTH services provider in the country with over 6 million connected premises. Jio consumers have over five hours of average daily engagement on the set-top-box,” the company said.

Jio has conducted extensive 5G field trials across eight states, testing a comprehensive suite of products, including M-MIMO, Macro, Outdoor and Indoor Small Cell.

“Peak user throughput achieved was over 1.5Gbps in these trials. Multi-vendor interoperability and interworking have also been verified,” the statement said.

Spectrum liability loaded RIL with net debt of Rs. 34,815 crore during the reported quarter.

RIL’s Joint Chief Financial Officer Srikanth Venkatachari, during an earnings call, said there has been strong performance on the digital side but there has been change in net debt due to refinancing of high cost spectrum liabilities of Rs. 30,971 crore.

Jio had prepaid Rs. 30,971 crore spectrum dues to the government in January.

Jio Platforms President Kiran Thomas said the company is building 5G network to go closer to the consumers and the rollout of the services is expected to take place soon.

He further said Jio has become the leader in optic fibre-based broadband connection and added twice the number of connections that the rest of the industry put together.

The Indian market is gearing up for the rollout of 5G services that will usher in ultra high-speeds and spawn new-age offerings and business models.

The countdown for the mega spectrum auctions has begun and telecom regulator Trai last month recommended about 39 per cent reduction in the reserve or floor price for the sale of radiowaves for mobile services, including the latest 5G offering, as it looked to match revenue expectations with the industry’s paying capacity.

Trai’s latest recommendations will set the groundwork for spectrum auctions in 2022 to facilitate the rollout of 5G mobile services within 2022-23 by private telecom providers.

The government is likely to hold 5G spectrum auction in early June, Telecom Minister Ashwini Vaishnaw has recently said. The Department of Telecom is working as per the expected timeline and the process is on to resolve industry concerns around spectrum pricing.


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