QUALITY_OF_SERVICE_REGULATIONS
| AfriKA-Professional IP/30 | 99 |
|---|---|
| AfriKA-Professional IP/29 | 299 |
| AfriKA-ProfessionalIP/28 | 799 |
| AfriKA-ProfessionalIP/27 | 1499 |
| HardwareKit | 8000 |
| Installation | 1500 |
| Per km charge | 5.5 |
COMMUNICATIONSREGULATORYAUTHORITYOFNAMIBIA
No.152
2015
NOTICEOFREGULATIONSPRESCRIBINGQUALITYOFSERVICESTANDARDS APPLICABLETOSERVICELICENCEES:COMMUNICATIONSACT,2009
TheCommunicationsRegulatoryAuthorityof Namibiaintermsofsection129oftheCommunications Act,2009 (Act No.8 of 2009) read with regulation 4(3) of the Regulations Regarding Rule-Making Procedures published as General Notice No.334 of 17 December 2010,hereby publishes these "RegulationsPrescribingQualityofServiceStandardsApplicable toServiceLicensees",effective fromthedateofpublicationofintheGazette.
1. Definitions
In these regulations,any word or expression to which a meaning is assigned in the Act,shall have the same meaning and -
"Act"means the Communications Act,2009(Act No.8of 2009);
"Authority"means the CommunicationsRegulatoryAuthority of Namibia;
- "Busy time"means a set of the same three(3)hours in each of the same days in the reporting period, duringwhich the highest average trafficfor a service ismeasured or expected;
"Elapsed day"means a twenty-four(24) hour time period;
- "Electronic communications"means any emission,transmission orreceptionof sound,pictures,text or anyotherinformationbywire,radiowaves,optical media,electromagneticsystems oranyother means of alike nature;
"Fault"means thefailure of a service tothe extent that the service or some aspects of the serviceis unavailable;
"Licensees"means licensees issued with licences in terms of regulation 5(1) (a) & (b)(i)(i)(ii) of the Regulations Setting Out Broadcasting and Telecommunications Service Licence Categories,as published in Government Gazette No.4714,Notice No.124,dated18May 2011,as amended in Government Gazette5148,GeneralNoticeNo.74,dated13March2013;
"Log-in"means multi-step process including, both authentication and authorization, as well as other
"Packet loss"means thefailure of one ormore transmitted packets toreach theirfinal destination;
"Reporting period" means the period of one (1) month starting from the 1s day of every applicable calendarmonth to thelastdayof themonthformeasurementstobesubmittedby thelicensee or a specified timeperiod as determinedby theAuthority to conduct quality of servicemeasurements;
"Reporting area"means thegeographical area as determinedby theAuthority fromtimeto time withinwhichqualityofservicestandardsaremeasured;
"Service coverage"means the state of indoor and outdoor radio access within the network coverage area of the licensee;
"SMS"means Short Message Service;
""Telecommunications services"means services whose provision consists wholly or partly inthetransmissionorroutingofinformationontelecommunicationsnetworksbymeansof telecommunicationsprocessesbutdoesnotincludebroadcastservices;and
"QualityofServicedata"meansall data accumulated bytheAuthoritypertainingtothemeasurement ofqualityofservicestandards.
2. SubmissionofdocumentstotheAuthority
- (1) In theseregulations,whenpersonsarepermittedorcalledupontosubmitinformationtothe
- i by hand to the head offices of theAuthority,namely Communication House,56 Robert Mugabe Avenue,Windhoek;
- ii) by post to the head offices of the Authority, namelyPrivate Bag 13309,Windhoek 9000;
- ii) by electronicmailtothefollowingaddress:operations@cran.na
- iv) by facsimile to the following facsimile number:+26461222790; or
- v) in anyothermanneror atalternative addressessetoutby theAuthorityfromtime to time.
3. Applicability
- (1) Theseregulationsare applicabletothefollowingservicelicence categoriessetoutin the Regulations Setting OutBroadcasting and Telecommunications Service Licence Categories, published as General Notice No. 124 in Government Gazette No. 4714 dated 18 May 2011 as amendedinGeneralNoticeNo.74inGovernmentGazetteNo.5148dated13March2013-
- i) Individual (Comprehensive telecommunications service licence ECNS andECS); and
- ii) Class
-
a. ECS;
-
b. ECNS;and
-
c. Comprehensive telecommunications service licence(ECNS and ECS);
-
e. Commercial Broadcasting service licence;
-
d. Class ComprehensiveMultiplex andSignal Distribution servicelicence;
-
f. CommunityBroadcasting servicelicence;
-
g. Multiplex service licence;
-
h. Public Broadcasting service licence;and
-
i. Signal Distribution service licence.
4. MinimumQualityofServiceStandards
- (1) Licenseesmustmaintaintheminimumqualityofservicestandardsinaccordancewith the requirementscontainedinAppendixAtotheseregulations.
5 Reporting Requirements
- (1) Licensees must submit a report to the Authority,in the format set out in Appendix B,on a bi-annualbasis.Bi-annualreports aretobe submittedon orbefore31 Julyfortheperiod JanuarytoJune,andonorbefore31JanuaryfortheperiodJulytoDecember.
- (2) The licensee shall take themeasurements accordingtothe standards stipulated inAppendixes AandB to theseregulations.
- (3) TheAuthoritymaypublish quality ofserviceperformance indicators in anyform orformat that it deems reasonably appropriate.
- (4) If theAuthoritypublishesthequalityof serviceperformanceindicators asindicatedin subsection5(3),theAuthoritymayrequestcommentsfromlicenseesonqualityofservice performanceindicatorspriortopublication.
- (5) TheAuthoritymayconductsurveys orotherstudiestoassesscustomersatisfactionwith the quality of service provided by licensees.
- (6) TheAuthoritymay auditsomeor all of thequalityofservicedatasubmittedbya licensee.
- (7) TheAuthority may investigate the quality of service measurement,reporting and record keeping procedures of the licensee.
- (8) Licensees shall submit any additional informationrequested by theAuthority toverify or clarifyqualityofservicemeasurementsincludingtimeperiodsandgeographicalareaswithin thirty(30days)fromreceivingtherequestfromtheAuthority.
- (9) Licensees must retain all quality of service data,including all measurements and related recordsforaminimumperiodof five(5)years,after the end of thereportingperiod,orfora timeperiod asmaybe directed by theAuthority.
- (01) The Authority shall determine the geographical area and time period for drive testing conductedonbehalf of theAuthority tomeasurequality ofservicestandards.
- (11) TheAuthority shall measure andensure compliance toqualityof servicestandards using any orallof thefollowingmethods:-
- (a) Drive testing by the Authority, and/or an independent party appointed by the Authority;and/or
- (C) Any otherreasonablemeans.
- (b) Data collection and statistical reports from licensees; and/or
6. Condonation
-
(1) In the event a licensee is unable to comply with any time set out in these regulations,it may request from theAuthority anextension of time at least seven(7)days prior to the timeset out or within such other time period agreed by theAuthority upon good cause shown.
-
(2) TheAuthoritywillrespondtotherequestforcondonationassoon aspracticable,andmay either grant or deny therequest,in its sole discretion,based on,among other things,the nature of theinformation andthereasonsfornon-compliancewith thetimesetout.
7. Failuretosubmitinformation
- (1) IfalicenseefailstosubmitinthemannerandformatprescribedbytheAuthority,assetout in theseregulationsor tosubmit thereportsrequired tobe submittedby theseregulations the Authoritymay:
- (a) Issueawrittenrequestforsubmissionofoutstandinginformationwithinaprescribed time;and
- (b) Require thelicensee toimplement aremedial planwithin a timeframe agreedwith theAuthorityandagainsubmittheoutstandingand/oradditionalinformationtothe Authority.
- (2) Ifafter the measures setoutin(1)above,thelicensee stillfails submit theinformation requested,theAuthoritywilldealwiththematterintermsofsections114and115oftheAct.
8. Penalties
- (1) Anylicenseewhofailstomaintaintheminimumqualityofservicestandardsset outin these regulationsor tosubmit thereportsrequiredtobesubmittedbytheseregulations,shall be guilty ofcontravening theseregulations.
- (2) Wherealicenseecontravenes one ormore of theseregulations orquality of servicesstandard contained herein,theAuthority may-
- (a) issuetoa licensee awrittenwarning andfinaldatefor submitting outstanding reportswhere thelicenseeisguiltyofnotsubmittingreports asrequiredbythese Regulations; or
- (b) requirethelicenseetoimplement aremedial planwithinatimeframeagreedwiththe Authorityandagainsubmitadditionalinformationaboutthequalityoftherelevant service to be compared againstperformance datacollected by the Authority;or
- (c) order thelicensee tocompensate subscribers orconsumersforpoor quality of service;or
- (d) impose a penalty of not more thanN$500,000.00for-
- (i) failurebya licenseetoperformmeasurementsforreportingpurposes as contained in these regulations;
- (i) submitting or causing the submission of false ormisleading information to theAuthority;
- (ii) each contravention of a qualityof service standard as set out in section2 of AnnexureA hereto;or
- (e) impose a penalty not exceeding N$1,000,000.00 for-
- (i) eachcontraventionofaqualityofservicestandardassetoutinsections1 and3ofAnnexureAhereto;
- (i) eachrepeatedcontraventionofaqualityofservicestandardassetoutin AnnexureAhereto;or
- (# imposeapenaltynotexceedingN$5,00o,000.00forfailuretoimplement aremedial plan agreedwith theAuthorityforcompliancewithany quality ofservice standard withinsuchtimeframetheAuthoritymaydirect;or
- (g) take any other measure theAuthorityregards asreasonablein the circumstances.
- (3) constitutesadebtdue totheAuthorityby therelevant licensee concernedandmaybe recovered by theAuthoritybymeans ofproceedings instituted in anycompetent court.
- (4) Notwithstanding the provisions of subregulations(2) and (3),theAuthoritymaywaive the payment of or refund the whole or anypart of a finepayable.
- (5) Before imposing any penalty as contemplated by paragraphs (d), (e) or (f) of subregulation (2),theAuthoritymust give an affected licensee theopportunity tobe heard,whereafter the Authority may-
- (a) decidenot toimposeanypenalty;or
- (b) impose suchpenalty theAuthority deemsfit.
L.N.JACOBS
CHAIRPERSONOFTHEBOARDOFDIRECTORS COMMUNICATIONSREGULATORYAUTHORITYOFNAMIBIA
APPENDIX A:MINIMUM QUALITY OF SERVICE STANDARDS
- SERVICE QUALITY
| Applicability | Class Comprchensive ECS/ECNS Individual licensees Class ECNS licensees licensees |
|---|---|
| An additional connection provided to a customer who already has an existing service, including any upgrades for multiple connections or at various sites willbe completed in stages, each agreed dlivery tme counts as a separate sr- A valid service request may be made in writing. Include the following scenarios- Anewconnection Measurement inservice | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees An additional connection provided to a customer who for multiple connections or at various sites will be completed in stages, each agreed delivery time counts as a separate ser vice request formeasurement purposes Include the following scenarios- Anewconnection inservice |
| quests tobecompleted within 5 elapsed days quests tobe completed within 7 elapsed days 100% of service re- Parameter and | quests to be completed within5 elapsed days quests to be completed within 7 elapsed days 95% of service re- 100% of service re- |
| from the instant a been received to the in- stant a working service is made available for use Theduration Definition (sAep | has been received to the ismade available for use a valid service request The duration (elapsed days) from the instant |
| Supply time for fixed line initial connection Service | Supply time forintermet access |
| ECS/ECNS Class Comprehensive Individual licensees Class ECS Licensees licensees | Commercial Broadcasting licensees Public Broadcasting licensees | Class Comprehensive ECS/ECNS Class Comprehensive Multiplex and Community Broadcasting licensee Signal Distribution licensees Signal Distribution licensees PublicBroadcasting licensee Individual licensees Class ECNS licensees licensees |
|---|---|---|
| An additional connection provided to a customer who already has an existing service, inluding anyupgrades tipleconnections eachagreeddeliverytmecouts as a sepa- rate service request for measurement purposes Include the following scenarios- A new connection inservice | An additional connection provided to a customer who already has an existing service,including any upgrades tipleconections eachagreeddeliverytmecouts asasepa- Include the following scenarios- Anewconnection in service | The timebywhich valid faults onnetworks are repaired and thepercentage of faultscleared in the time specifiedinany service levelagreement or contractmustbereported sepa- rately |
| 95%of service re- quests to becompleted within 5 elapsed days 100% of service re- quests to be completed within7elapsed days | 95%of service re- queststobecompleted within5 elapsed days 100%of service re- queststobecompleted within 7 elapsed days | 90%of faults to be within24 from 100% of faults to be hoursfrom hours time reported timereported repaired elapsed repaired elapsed |
| has been received to the instant a working service ismade available for use The duration (elapsed days)from the instant a valid service request | (elapsed from the instant a service request has been received to the in- made availablefor use duration (s.ep valids The | The time (elapsed hours) by which valid faults on networks are repaired |
| Supply time for initial mo- bile services connection (postpaid/prepaid) | Supply time for subscrip- tion based television ser- viceconnection | Fault Repair Time |
| Individual licensees | Class Comprehensive licensees |
|---|---|
| A deviation from the normal porting procedures occurs when- ofrequests withdeviationsfrom Number | All the services from the donor has tobe restore tempo- |
| deviationfrom thenormal | the normal by the total number of re- |
| problems | |
| portability | |
| Proportionof | |
| withnumber | procedures |
2. BILLING AND CUSTOMER SERVICE
| Applicability | ECS/ECNS Class Comprehensive Individual licensees Class ECS licensees licensees | ECS/ECNS Class Comprehensive Multiplex and Commercial Broadcasting licensees Community Broadcasting licensee Signal Distribution ILicencees Public Broadcasting licensee Class Comprehensive Class ECNS licensees Individual licensees Class ECS licensees Multiplex Licensees licensees |
|---|---|---|
| Measurement | Enquiries attend tobyIVRonly is excluded from thismea- eratorto attend to the enquiryisincluded inthemeasurement The duration period in the definition includes waiting time Time duration handle the enquiry itself is excluded from the The parameter is applicable to allaministration and billing because attendants are busy. measurement. surement. | Statistics shouldinclude all customercomplaintsreceived in Where more than one complaint is made by the same cus hasbeen resolveditmust be treated asa continuationof th tract an delay introduced by the customer from themeasured bile, direct and/or indirect services the data collection period. first unclosed complaint. counted separately. time |
| Parameter | 95%of calls must be within answered seconds | customer b 忆 isnu resolvedwithin elapsed hours Jo%06 complaints |
| Definition | Durationfrom the instant when the address informa- tion required for setingup a call is received to the in- stant the human operator answers the calling user to attend to the enquiry | The time period taken to resolveacustomer com- theinstant the customer complaint is instant the cause for the 2 hasbeen plaint from complaint solved |
| Service | istration and billing enqui- s | Customer/Licensee Com- plaints Resolution Time |
| Individual licensees Abill correctnesscomplaint is anexpressionof dissatisfac- | ECS/ECNS Class Comprehensive Class ECS licensees licensees the reporting period regardless of the validity of the com- plaint and the datesof call or anyotherformof communica- |
|---|---|
| Less than 2% of bills | should result in cus- tomer complaints resulting in a customer |
| The proportion of bills | complaint relating to the accuracy of a given bill |
| Billing Correctness |
3. NETWORK QUALITY
| Applicability | Class Comprehensive ECS/ECNS Class ECNS Licensees Individual licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees |
|---|---|---|---|
| Measurement | The test route will be determined by the Authority depend- network coverage are of the licensee from time to time as ing on the network coverage provided by licensees determined by the Authority | within30secondsfromtheinstantwhenthelast digit of the Additional measurements will be taken in a reporting area An unsuccessful callis a call attempt to a valid number destination subscriber number is received. to time as determined by theAuthority | time as determined by theAuthority |
| Parameter | Aminimum of-100 dBm must be achieved for 95% outdoor and 85% indoor service a predetermined test route | Percentage of unsuc- cessful callsmust be less than 2% in busy time | The ASR on a country should be more than %09 |
| Definition | Percentage of test route overwhicha minimum signal strength of -100 dBm is achieved | Ratio of unsuccessful calls to a total number of call ttempt in a specified time period | Therelationshipbetween thenumber of seizures that result in an answer signal and the total num- ber of seizures(ASR)for a specific country |
| Service | Mobile/WirelessService Coverage | Unsuccessful Call Ratio | International Call Con- nectivity |
| Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees |
|---|---|---|
| Percentageofdropped call,calculatedfromall thecaln the time period as determined by the Authority to time as determined by the Authority | ber of originating SMS attempts and number of succesfully Additional measurements will be taken in a reporting area to time as determined by theAuthority send SMS's | Statistics tobe collected by Authority and provided by the Additional measurements will be taken in a reporting area al destinations are excluded from this measurement. to time as determined by the Authority send and receive SMS's |
| Percentage of dropped callsmust be less than 3% | 95% of SMS mes- sages must be send successfully in busy time | be completed success- 95%of SMS's must |
| incoming and outgoing calls which once they established are dropped/ interrupted prior to the call being terminated by the user, the cause of the carly termination being within the operator's The percentage of network | Probability that a user can send a SMS succesfully to a short message centre from user terminal equip- ment | The ratio of successfully send and received SMS's between terminal equip- p no o busy time |
| Dropped Call Ratio | Successful SMS Ratio | CompletionRateforSMS |
| Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees | Class Comprehensive ECS/ECNS Individual licensees Class ECS licensees Class ECNS licensees licensees |
|---|---|---|---|
| to access theInternet 95% of internet log- services must be suc- cessful in busy time | within the network coverage are of the licensee from time Additionalmeasurements will be takenn areporting area to time as determined by the Authority mined by the Authority Packet Loss Ratio maynotbemore than 3% for any class of service offered | A data transmission is successful if a test fle is transmitted The statistics should be calculated from test transmissions made according to the measurement set-up stipulated in to time as determined by the Authority ETSI EG 202 057-4 transmissionsmust be successul within a specified time period 95% of all data | The test fle shallhave at least twice the size (inkb) of the advertised by the licensee for a specific service to time as determined by theAuthority to time as determined by the Authority Data transmission speed achievedmust be at least 80% of that advertised by the licensee during busy |
| log-ins to access the Inter- net when both the access network and thelicensees' The ratio of successful network are available | the total packets transmit- Ratio of packets lost to ted between two desig- natedpoints | transmission attempts in a The ratio of unsuccess- ful data transmissions to the total number of data specified time period | time Thedata transmissionrate is achieved separately for ing specified test files between a remote web site and user equipment |
| Successful Internet Log- in ratio | Packet LossRatio | Unsuccessful data trans- mission ratio | Data transmission speed achieved |
References
The following references are indispensable for the application of this document.For undated reference,thelatesteditionofthereferenceddocument(includinganyamendments)applies.For datedreferences,only the edition cited applies.
- (i) ETSIEG202057-1 SpeechProcessing,Transmission andQualityAspects(STQ):User relatedQoSparameterdefinitionsandmeasurements;Part1:General
- (i) relatedQoSparameterdefinitionsandmeasurements;Part3:QoSparametersspecificto PublicLandMobileNetworks(PLMN)
- (i) relatedQoSparameterdefinitionsandmeasurements;Part2:Voicetelephony,Group3fax, modemdataservicesandSMS
- (iv) ETSIEG202057-4SpeechProcessing,Transmission and QualityAspects (STQ):User relatedQoSparameterdefinitionsandmeasurements;Part4:InternetAccess
- (vi) ITU-TRec.E.425SeriesE:Overallnetworkoperation,telephoneservice,serviceoperation andhumanfactors,Networkmanagement-Checkingthequalityofinternationaltelephone service,Internalautomaticobservations
- (v) ITU-TRec.Y.1541SeriesY:GlobalInformationInfrastructure,InternetProtocolAspect andNextGenerationNetworks,Internetprotocolaspects-Qualityofserviceandnetwork performance,NetworkperformanceobjectivesforIP-basedservices
- (vii) ITU-TRec.E.426SeriesE:Overallnetworkoperation,telephoneservice,serviceoperation andhumanfactors,Internationaltelephonenetworkmanagementandcheckingofservice quality-Checkingthequalityofinternationaltelephoneservice,Generalguidetothe percentageofeffectiveattemptswhichshouldbeobservedforinternationaltelephonecalls
- (viii) ITU-TRec.E.437SeriesE:Overallnetworkoperation,telephoneservice,serviceoperation management-Checkingthequalityoftheinternationaltelephoneservice,Comparative metricsfornetworkperformancemanagement
APPENDIXB:REPORTINGFORMAT
1. Supply timeforfixed lineinitial connection
Parameter:
-
(i) 95%ofservicerequeststobecompletedwithin5elapseddays
-
(i)
100%of servicerequeststobecompletedwithin7elapseddays
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Percentage of service requests completedwithin5elapseddays | ||||||
| Remaining percentage of ser- vicerequestscompletedwithin7 elapseddays | ||||||
| Total percentage of service re- questscompleted | 100% | 100% | 100% | 100% | 100% | 100% |
2. Supply time for internet access
Parameter:
-
(i) 95%ofservicerequeststobecompletedwithin5elapseddays
-
(i) 100%of servicerequests tobe completedwithin7elapseddays
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Percentageofservice requests completedwithin5elapseddays | ||||||
| Remainingpercentage of ser- vicerequestscompletedwithin7 elapsed days | ||||||
| Totalpercentage of service re- questscompleted | 100% | 100% | 100% | 100% | 100% | 100% |
3. Supply time for initial mobile service connection (postpaid)
Parameter:
-
(i) 95% of service requests to be completed within 5 elapsed days
-
(i) 100%of servicerequeststobe completedwithin7elapseddays
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Percentage of service requests completedwithin5elapseddays | ||||||
| Remaining percentage of ser- vicerequests completedwithin7 elapseddays | ||||||
| Totalpercentage of service re- questscompleted | 100% | 100% | 100% | 100% | 100% | 100% |
4. Fault Repair Time
-
Parameter:
-
(i) 90% of faults to be repaired within 24 elapsed hours from time reported
-
(i) 100%offaultstoberepairedwithin48elapsedhoursfromtime reported
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Percentage of faults repairedwith- in24elapsedhours | ||||||
| Remainingpercentage of faults re- pairedwithin48elapsedhours | ||||||
| Totalpercentageoffaultsrepaired | 100% | 100% | 100% | 100% | 100% | 100% |
5. Proportion ofproblemswithnumberportabilityprocedures
Parameter:
Number ofrequestswithdeviationsfrom thenormalportingprocedures must beless than5%of the total number of requestsfor number portability
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Totalnumber ofnumberportabil- ityrequests | ||||||
| Number ofrequests with devia- tions fromnormalportingproce- dures | ||||||
| Percentage of requests with devia- tionsfrom thenormalportingpro- ceduresvstotal numberofnumber portabilityrequests |
6. Response time for administration and billing enquiries
Parameter:
95%ofcallsmustbeansweredwithin20seconds
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Totalnumberofcallsrelatedto administration and billing enqui- ries | ||||||
| Totalnumber ofcalls answered within20seconds | ||||||
| Percentageofcalls answered within20secondsvstotalnumber ofcallsreceived |
7. Customercomplaintsresolutiontime
Parameter:
90%of customer complaintsmustberesolvedwithin24elapsedhours
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Totalnumberofcustomercom- plaintsreceived | ||||||
| Number ofcustomer complaints resolvedwithin24elapsedhours | ||||||
| Percentageofcustomercom- plaintsresolvedvstotalnumberof customercomplaints |
8. Billing correctness
Parameter:
Less than2%ofbillsshouldresult incustomer complaints
| Month1 | Month 2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Totalnumberofbillsissuedto customers | ||||||
| Number ofbillsresultingin cus- tomercomplaints | ||||||
| Percentage of bills resulting in customercomplaintsvstotalnum- ber ofbillsissued |
9. Service Coverage
Parameter:
Aminimumof-100dBmmustbeachievedfor95%outdoorand85%indoor servicecoveragefollowingapredeterminedtestroute
Note:Measurementwillbe doneby theAuthority afterwhich theAuthoritymayrequestmore informationorclarificationfromthelicenseeintermsofsection5ofthe
regulations.
10. Unsuccessful Call Ratio
Parameter:
Percentageof unsuccessful callsmust belessthan2%inbusytime
Note:AdditionalmeasurementswillbedonebytheAuthorityafterwhichtheAuthority mayrequest more information or clarificationfrom thelicensee in terms of section5 of the regulations.
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Hours defined as busy time for calls | ||||||
| Percentage of successful calls dur- ingbusytime | ||||||
| Percentage ofunsuccessful calls duringbusytime |
11. International Call Connectivity
Parameter:
The ASR on a country-by-country basis should be more than 60%
| ASRRate | ASRRate | ASRRate | ASRRate | ASRRate | ASRRate | |
|---|---|---|---|---|---|---|
| DestinationCountry | Month1 | Month2 | Month3 | Month4 | Month5 | Month6 |
| List of countries in alphabetical |
12. Dropped Call Ratio
Parameter:
Percentage of droppedcallsmustbeless than3%inbusytime
Note:AdditionalmeasurementswillbedonebytheAuthority afterwhichtheAuthority mayrequestmoreinformationorclarificationfromthelicenseeintermsofsection5of the regulations.
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Hoursdefinedasbusytimefor calls | ||||||
| Percentage of dropped calls dur- ingbusy time |
13. Successful SMSratio
Parameter:
95%of SMSmessages must be send successfully in busy time
Note:Additionalmeasurementswillbedoneby theAuthorityafterwhichtheAuthority may request more information or clarification from the licensee in terms of section 5 of the regulations.
| Month 1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Hours defined as busy time for calls |
| Number of originating SMS at- tempts |
|---|
| Number of successfully send SMS's |
| Percentage of successfully send SMS's |
14. Completion Rate for SMS
Parameter:
Note:Additionalmeasurementswillbedoneby theAuthorityafterwhichtheAuthority mayrequestmoreinformationorclarificationfromthelicenseeintermsofsection5of the regulations.
| Month 1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Hours definedas busy timefor calls | ||||||
| Number oforiginating SMSat- tempts | ||||||
| Number of successfully send and receivedSMS's | ||||||
| Percentage of successfully com- pletedSMS's |
15. Successful internet log-in ratio
Parameter:
95%of internet log-in's by the user of data servicesmust be successful during busy time
Note:AdditionalmeasurementswillbedonebytheAuthorityafterwhichtheAuthority mayrequestmoreinformationorclarificationfromthelicenseeintermsofsection5of the regulations.
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Hours defined as busy time for calls | ||||||
| Numberof log-inattempts | ||||||
| Number of successful log-in’s | ||||||
| Percentage of successful log-in's |
16. Packetlossratio
Parameter:
Packetlossratiomaynotbemorethan3%for anyclassofserviceoffered
Note:Additionalmeasurementswill bedoneby theAuthority afterwhich theAuthority mayrequestmoreinformation orclarificationfrom thelicenseeintermsof section5of the regulations.
| Packet LossRatio | Packet LossRatio | Packet LossRatio | Packet LossRatio | Packet LossRatio | Packet LossRatio | |
|---|---|---|---|---|---|---|
| Destination Country | Month1 | Month2 | Month3 | Month4 | Month5 | Month6 |
| List of class ofservices offered by licensee |
17. Unsuccessfuldatatransmission
Parameter:
95%ofalldatatransmissionsmustbesuccessfulwithinaspecifiedtime period
Note:Additionalmeasurementswillbe doneby theAuthority afterwhich theAuthority mayrequestmoreinformationorclarificationfrom thelicenseeintermsofsection5of the regulations.
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Numberoftest data transmissions | ||||||
| Numberofsuccessful data trans- missions | ||||||
| Percentageof successful data transmissions |
18. Datatransmissionspeed achieved
Parameter:
Data transmissionspeed achievedmustbe atleast80%of that advertised by theLicensee,duringbusytime
Note:AdditionalmeasurementswillbedonebytheAuthorityafterwhichtheAuthority may request more information or clarificationfrom the licenseein terms of section5 of the regulations.
| Month1 | Month2 | Month3 | Month4 | Month5 | Month6 | |
|---|---|---|---|---|---|---|
| Hours defined as busy time for data | ||||||
| Dataspeed advertisedtobelisted foreachproduct orclassofservice offeredbythelicensee | ||||||
| Data speed achieved tobe listed foreachproductorlassofservice offeredbylicensee |
SCHEDULE1
PURPOSEOFTHEPROPOSEDREGULATIONS REGARDINGMINIMUMQUALITYOFSERVICESTANDARDSAPPLICABLETO SERVICELICENCES:COMMUNICATIONSACT,2009
Theproposedregulations set out thequalityofservicestandards that are applicable toIndividual (Comprehensive telecommunications servicelicence(ECNS and ECS),ClassECS,ECNS and Class Comprehensive telecommunications(ECNS and ECS).),Class ComprehensiveMultiplexandSignal Distribution,Multiplex andSignal Distribution Licenses.Commercial Broadcasting service licence, CommunityBroadcasting service licence and PublicBroadcasting service licence.
Theregulations alsosetoutreportingrequirements applicableto licensees andmandate a specific reportingformat and theconsequencesforfailure to complywith thequalityofservicestandards and reportingrequirements.