Gazette 5713
ORIGINAL PDF ↗GOVERNMENT GAZETTE OF THE REPUBLIC OF NAMIBIA
| N$7.60 WINDHOEK | - 21 April 2015 | No. 5713 |
|---|---|---|
| GENERALNOTICES | GENERALNOTICES | |
| No. 151 | Communications Regulatory Authority of Namibia: Notice in terms of the Regulations Regarding the Submissions of Interconnection Agreements and Tariffs | 1 |
| No. 152 | Communications Regulatory Authority of Namibia: Notice of Regulations Prescribing Quality of Service Standards Applicable to Service Licencees: Communications Act, 2009 | 3 |
| General Notices | General Notices | General Notices |
COMMUNICATIONS REGULATORY AUTHORITY OF NAMIBIA
No. 151
NOTICE IN TERMS OF THE REGULATIONS REGARDING THE SUBMISSIONS OF INTERCONNECTION AGREEMENTS AND TARIFFS
The Communications Regulatory Authority of Namibia, in terms of sections 53(10) of the Communications Act, 2009 (Act No. 8 of 2009) read with regulation 8(1) of the ‘Regulations Regarding the Submission of Interconnection Agreements and Tariffs’, in Government Gazette No. 4714, General Notice No. 126, dated 18 May 2011, herewith gives notice that MWireless (Pty) Limited t/a Africa Online (Pty) Limited KDV ÀOHG D WDULII ZLWK WKH $XWKRULW\ DV VHW RXW LQ 6FKHGXOH 1 hereto.
$Q\ SHUVRQ PD\ H[DPLQH FRSLHV RI WKH WDULIIV VXEPLWWHG DW WKH KHDG RIÀFHV RI WKH $XWKRULW\ GXULQJ normal business hours and copies may be made on payment of a fee determined by the Authority. Copies are also available at www.cran.na where copies may be downloaded free of charge.
The public may submit in writing to the Authority written comments within fourteen (14) days from the date of publication of this notice in the Gazette .
MWireless (Pty) Limited t/a Africa Online (Pty) Limited may submit, in writing to the Authority, a response to any written comments within fourteen (14) days from the lapsing of the time to submit written submissions.
All written submissions must contain the name and contact details of the person making the written submissions and the name and contact details of the person for whom the written submissions is made, if different and be clear and concise.
All written submissions and reply comments must be made either physically or electronically -
- E\ KDQG WR WKH KHDG RIÀFHV RI WKH $XWKRULW\ QDPHO\ &RPPXQLFDWLRQ +RXVH 5REHUW Mugabe Avenue, Windhoek;
- E\ SRVW WR WKH KHDG RIÀFHV RI WKH $XWKRULW\ QDPHO\ 3ULYDWH %DJ :LQGKRHN
- (3) by electronic mail to the following address: legal@cran.na; and
- (4) by facsimile to the following facsimile number: +264 61 222790.
- (5) by fax to e-mail to: 0886550852.
L.N. JACOBS
CHAIRPERSON OF THE BOARD OF DIRECTORS
COMMUNICATIONS REGULATORY AUTHORITY OF NAMIBIA
SCHEDULE 1
MWIRELESS (PTY) LTD t/a AFRICAONLINE PACKAGES AND PRICING:
| Product | Downlink | Uplink | Volume | Price Ex VAT |
|---|---|---|---|---|
| Name | k CIR (kbps) | Target (kbps) | (GB) | N$ |
| Afri KA- Consumer500 | 512 | 128 | 5 | 480 |
| Afri KA- Consumer1000 | 1024 | 256 | 15 | 649 |
| Afri KA- Consumer2000 | 2048 | 512 | 20 | 999 |
| Afri KA- Consumer4000 | 4096 | 1024 | 25 | 1499 |
| Afri KA- Consumer6000 | 6144 | 1536 | 35 | 1999 |
| Afri KA- Consumer10000 | 10240 | 2048 | 40 | 2799 |
| Afri KA- Consumer15000 | 15360 | 2560 | 50 | 3499 |
| Afri KA- Professional2000 | 2048 | 512 | 50 | 2999 |
| Afri KA- Professional4000 | 4096 | 1024 | 75 | 4299 |
| Afri KA- Professional6000 | 6144 | 1536 | 125 | 6599 |
| Afri KA- Professional10000 | 10240 | 2048 | 250 | 11999 |
| Afri KA- Professional15000 | 15360 | 2560 | 350 | 15999 |
| Afri KA- Professional1000 | 1024 | 512 | UNLTD | 7999 |
| Afri KA-Activation Charge | 500 | |||
| Afri KA- Charge per excess GB | 149 | |||
| Afri KA- Consumer - Private/Carrier NAT IP | ||||
| Afri KA- Consumer - Public IP /32 | 99 | |||
| Afri KA- Professional IP /32 (Free) |
| Afri KA- Professional IP /30 | 99 |
|---|---|
| Afri KA- Professional IP /29 | 299 |
| Afri KA- Professional IP /28 | 799 |
| Afri KA- Professional IP /27 | 1499 |
| Hardware Kit | 8000 |
| Installation | 1500 |
| Per km charge | 5.5 |
No. 152 2015
NOTICE OF REGULATIONS PRESCRIBING QUALITY OF SERVICE STANDARDS APPLICABLE TO SERVICE LICENCEES: COMMUNICATIONS ACT, 2009
The Communications Regulatory Authority of Namibia in terms of section 129 of the Communications 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 ‘Regulations Prescribing Quality of Service Standards Applicable to Service Licensees’, effective from the date of publication of in the Gazette.
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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. 8 of 2009);
‘Authority’ means the Communications Regulatory Authority of Namibia;
‘Busy time’ means a set of the same three (3) hours in each of the same days in the reporting period, GXULQJ ZKLFK WKH KLJKHVW DYHUDJH WUDIÀF IRU D VHUYLFH LV PHDVXUHG RU H[SHFWHG
‘Elapsed day’ means a twenty-four (24) hour time period;
‘Electronic communications’ means any emission, transmission or reception of sound, pictures, text or any other information by wire, radio waves, optical media, electromagnetic systems or any other means of a like nature;
‘Fault’ means the failure of a service to the extent that the service or some aspects of the service is unavailable;
‘Licensees’ means licensees issued with licences in terms of regulation 5(1) (a) & (b)(i)(ii)(iii) of the Regulations Setting Out Broadcasting and Telecommunications Service Licence Categories, as published in Government Gazette No. 4714, Notice No. 124, dated 18 May 2011, as amended in Government Gazette 5148, General Notice No. 74, dated 13 March 2013;
‘Log-in’ means multi-step process including, both authentication and authorization, as well as other system start-up tasks in order to provide a user with access to services and/or resources
´3DFNHW ORVVµ PHDQV WKH IDLOXUH RI RQH RU PRUH WUDQVPLWWHG SDFNHWV WR UHDFK WKHLU ÀQDO GHVWLQDWLRQ
‘Reporting period’ means the period of one (1) month starting from the 1 st day of every applicable calendar month to the last day of the month for measurements to be submitted by the licensee or a VSHFLÀHG WLPH SHULRG DV GHWHUPLQHG E\ WKH $XWKRULW\ WR FRQGXFW TXDOLW\ RI VHUYLFH PHDVXUHPHQWV
‘Reporting area’ means the geographical area as determined by the Authority from time to time ZLWKLQ ZKLFK TXDOLW\ RI VHUYLFH VWDQGDUGV DUH PHDVXUHG
‘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 in the transmission or routing of information on telecommunications networks by means of telecommunications processes but does not include broadcast services; and
‘Quality of Service data’ means all data accumulated by the Authority pertaining to the measurement RI TXDOLW\ RI VHUYLFH VWDQGDUGV
2. Submission of documents to the Authority
- (1) In these regulations, when persons are permitted or called upon to submit information to the Authority in writing, they may do so either physically or electronically -
- L E\ KDQG WR WKH KHDG RIÀFHV RI WKH $XWKRULW\ QDPHO\ &RPPXQLFDWLRQ +RXVH Robert Mugabe Avenue, Windhoek;
- LL E\ SRVW WR WKH KHDG RIÀFHV RI WKH $XWKRULW\ QDPHO\ 3ULYDWH %DJ :LQGKRHN 9000;
- iii) by electronic mail to the following address: operations@cran.na
- iv) by facsimile to the following facsimile number: +264 61 222790; or
- v) in any other manner or at alternative addresses set out by the Authority from time to time.
3. Applicability
- (1) These regulations are applicable to the following service licence categories set out in the Regulations Setting Out Broadcasting and Telecommunications Service Licence Categories, published as General Notice No. 124 in Government Gazette No. 4714 dated 18 May 2011 as amended in General Notice No. 74 in Government Gazette No. 5148 dated 13 March 2013 -
- i) Individual (Comprehensive telecommunications service licence ECNS and ECS); and
- ii) Class
-
a. ECS;
-
b. ECNS; and
-
c. Comprehensive telecommunications service licence (ECNS and ECS);
-
d. Class Comprehensive Multiplex and Signal Distribution service licence;
-
e. Commercial Broadcasting service licence;
-
f. Community Broadcasting service licence;
-
g. Multiplex service licence;
-
h. Public Broadcasting service licence; and
-
i. Signal Distribution service licence.
4. Minimum Quality of Service Standards
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5. Reporting Requirements
- (1) Licensees must submit a report to the Authority, in the format set out in Appendix B, on a bi-annual basis. Bi-annual reports are to be submitted on or before 31 July for the period January to June, and on or before 31 January for the period July to December.
- (2) The licensee shall take the measurements according to the standards stipulated in Appendixes A and B to these regulations.
- 7KH $XWKRULW\ PD\ SXEOLVK TXDOLW\ RI VHUYLFH SHUIRUPDQFH LQGLFDWRUV LQ DQ\ IRUP RU IRUPDW that it deems reasonably appropriate.
- ,I WKH $XWKRULW\ SXEOLVKHV WKH TXDOLW\ RI VHUYLFH SHUIRUPDQFH LQGLFDWRUV DV LQGLFDWHG LQ VXEVHFWLRQ WKH $XWKRULW\ PD\ UHTXHVW FRPPHQWV IURP OLFHQVHHV RQ TXDOLW\ RI VHUYLFH performance indicators prior to publication.
- (5) The Authority may conduct surveys or other studies to assess customer satisfaction with the TXDOLW\ RI VHUYLFH SURYLGHG E\ OLFHQVHHV
- 7KH $XWKRULW\ PD\ DXGLW VRPH RU DOO RI WKH TXDOLW\ RI VHUYLFH GDWD VXEPLWWHG E\ D OLFHQVHH
- 7KH $XWKRULW\ PD\ LQYHVWLJDWH WKH TXDOLW\ RI VHUYLFH PHDVXUHPHQW UHSRUWLQJ DQG UHFRUG keeping procedures of the licensee.
- /LFHQVHHV VKDOO VXEPLW DQ\ DGGLWLRQDO LQIRUPDWLRQ UHTXHVWHG E\ WKH $XWKRULW\ WR YHULI\ RU FODULI\ TXDOLW\ RI VHUYLFH PHDVXUHPHQWV LQFOXGLQJ WLPH SHULRGV DQG JHRJUDSKLFDO DUHDV ZLWKLQ WKLUW\ GD\V IURP UHFHLYLQJ WKH UHTXHVW IURP WKH $XWKRULW\
- /LFHQVHHV PXVW UHWDLQ DOO TXDOLW\ RI VHUYLFH GDWD LQFOXGLQJ DOO PHDVXUHPHQWV DQG UHODWHG UHFRUGV IRU D PLQLPXP SHULRG RI ÀYH \HDUV DIWHU WKH HQG RI WKH UHSRUWLQJ SHULRG RU IRU D time period as may be directed by the Authority.
- (10) The Authority shall determine the geographical area and time period for drive testing FRQGXFWHG RQ EHKDOI RI WKH $XWKRULW\ WR PHDVXUH TXDOLW\ RI VHUYLFH VWDQGDUGV
- 7KH $XWKRULW\ VKDOO PHDVXUH DQG HQVXUH FRPSOLDQFH WR TXDOLW\ RI VHUYLFH VWDQGDUGV XVLQJ DQ\ or all of the following methods:-
- (a) Drive testing by the Authority, and/or an independent party appointed by the Authority; and/or
- (b) Data collection and statistical reports from licensees; and/or
- (c) Any other reasonable means.
6. Condonation
-
(1) In the event a licensee is unable to comply with any time set out in these regulations, it may UHTXHVW IURP WKH $XWKRULW\ DQ H[WHQVLRQ RI WLPH DW OHDVW VHYHQ GD\V SULRU WR WKH WLPH VHW out or within such other time period agreed by the Authority upon good cause shown.
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7KH $XWKRULW\ ZLOO UHVSRQG WR WKH UHTXHVW IRU FRQGRQDWLRQ DV VRRQ DV SUDFWLFDEOH DQG PD\ HLWKHU JUDQW RU GHQ\ WKH UHTXHVW LQ LWV VROH GLVFUHWLRQ EDVHG RQ DPRQJ RWKHU WKLQJV WKH nature of the information and the reasons for non-compliance with the time set out.
7. Failure to submit information
- (1) If a licensee fails to submit in the manner and format prescribed by the Authority, as set out LQ WKHVH UHJXODWLRQV RU WR VXEPLW WKH UHSRUWV UHTXLUHG WR EH VXEPLWWHG E\ WKHVH UHJXODWLRQV WKH Authority may:
- D ,VVXH D ZULWWHQ UHTXHVW IRU VXEPLVVLRQ RI RXWVWDQGLQJ LQIRUPDWLRQ ZLWKLQ D SUHVFULEHG time; and
- E 5HTXLUH WKH OLFHQVHH WR LPSOHPHQW D UHPHGLDO SODQ ZLWKLQ D WLPH IUDPH DJUHHG ZLWK the Authority and again submit the outstanding and/or additional information to the Authority.
- (2) If after the measures set out in (1) above, the licensee still fails submit the information UHTXHVWHG WKH $XWKRULW\ ZLOO GHDO ZLWK WKH PDWWHU LQ WHUPV RI VHFWLRQV DQG RI WKH $FW
8. Penalties
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$Q\ OLFHQVHH ZKR IDLOV WR PDLQWDLQ WKH PLQLPXP TXDOLW\ RI VHUYLFH VWDQGDUGV VHW RXW LQ WKHVH UHJXODWLRQV RU WR VXEPLW WKH UHSRUWV UHTXLUHG WR EH VXEPLWWHG E\ WKHVH UHJXODWLRQV VKDOO EH guilty of contravening these regulations.
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:KHUH D OLFHQVHH FRQWUDYHQHV RQH RU PRUH RI WKHVH UHJXODWLRQV RU TXDOLW\ RI VHUYLFHV VWDQGDUG contained herein, the Authority may-
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E UHTXLUH WKH OLFHQVHH WR LPSOHPHQW D UHPHGLDO SODQ ZLWKLQ D WLPH IUDPH DJUHHG ZLWK WKH $XWKRULW\ DQG DJDLQ VXEPLW DGGLWLRQDO LQIRUPDWLRQ DERXW WKH TXDOLW\ RI WKH UHOHYDQW service to be compared against performance data collected by the Authority; or
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F RUGHU WKH OLFHQVHH WR FRPSHQVDWH VXEVFULEHUV RU FRQVXPHUV IRU SRRU TXDOLW\ RI service; or
-
(d) impose a penalty of not more than N$500,000.00 for-
-
(i) failure by a licensee to perform measurements for reporting purposes as contained in these regulations;
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(ii) submitting or causing the submission of false or misleading information to the Authority;
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LLL HDFK FRQWUDYHQWLRQ RI D TXDOLW\ RI VHUYLFH VWDQGDUG DV VHW RXW LQ VHFWLRQ RI Annexure A hereto; or
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(e) impose a penalty not exceeding N$1,000,000.00 for-
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LL HDFK UHSHDWHG FRQWUDYHQWLRQ RI D TXDOLW\ RI VHUYLFH VWDQGDUG DV VHW RXW LQ Annexure A hereto; or
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(f) impose a penalty not exceeding N$5,000,000.00 for failure to implement a remedial SODQ DJUHHG ZLWK WKH $XWKRULW\ IRU FRPSOLDQFH ZLWK DQ\ TXDOLW\ RI VHUYLFH VWDQGDUG within such time frame the Authority may direct; or
-
(g) take any other measure the Authority regards as reasonable in the circumstances.
-
(3) Any amount of penalty payable in terms of paragraphs (d), (e) or (f) of subregulation (2) constitutes a debt due to the Authority by the relevant licensee concerned and may be recovered by the Authority by means of proceedings instituted in any competent court.
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(4) Notwithstanding the provisions of sub regulations (2) and (3), the Authority may waive the SD\PHQW RI RU UHIXQG WKH ZKROH RU DQ\ SDUW RI D ÀQH SD\DEOH
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(5) Before imposing any penalty as contemplated by paragraphs (d), (e) or (f) of subregulation (2), the Authority must give an affected licensee the opportunity to be heard, whereafter the Authority may-
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(a) decide not to impose any penalty; or
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L.N. JACOBS
CHAIRPERSON OF THE BOARD OF DIRECTORS
COMMUNICATIONS REGULATORY AUTHORITY OF NAMIBIA
APPENDIX A: MINIMUM QUALITY OF SERVICE STANDARDS
- SERVICE QUALITY
| Applicability | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees |
|---|---|---|
| Measurement | Include the following scenarios- x Anew connection x An existing connection taken over by another customer x An additional connection provided to a customer who already has an existing service, including any upgrades in service $YDOLG VHUYLFH UHTXHVW PD\ EH PDGH LQ ZULWLQJ :KHUH D OLFHQVHH DQG D FXVWRPHU DJUHH WKDW D VHUYLFH UHTXHVW for multiple connections or at various sites will be completed in stages, each agreed delivery time counts as a separate ser- YLFH UHTXHVW IRU PHDVXUHPHQW SXUSRVHV | Include the following scenarios- x Anew connection x An existing connection taken over by another customer x An additional connection provided to a customer who already has an existing service, including any upgrades in service $YDOLG VHUYLFH UHTXHVW PD\ EH PDGH YHUEDOO\ RU LQ ZULWLQJ :KHUH D OLFHQVHH DQG D FXVWRPHU DJUHH WKDW D VHUYLFH UHTXHVW for multiple connections or at various sites will be completed in stages, each agreed delivery time counts as a separate ser- YLFH UHTXHVW IRU PHDVXUHPHQW SXUSRVHV |
| Parameter | 95% of service re- TXHVWV WR EH FRPSOHWHG within 5 elapsed days and 100% of service re- TXHVWV WR EH FRPSOHWHG within 7 elapsed days | 95% of service re- TXHVWV WR EH FRPSOHWHG within 5 elapsed days 100% of service re- TXHVWV WR EH FRPSOHWHG within 7 elapsed days |
| ’HÀQLWLRQ | The duration (elapsed days) from the instant a YDOLG VHUYLFH UHTXHVW KDV been received to the instant a working service is made available for use | The duration (elapsed days) from the instant D YDOLG VHUYLFH UHTXHVW has been received to the instant a working service is made available for use |
| Service | 6XSSO\ WLPH IRU À[HG OLQH initial connection | Supply time for internet access |
| Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS Licensees | Commercial Broadcasting licensees Public Broadcasting licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECNS licensees Signal Distribution licensees Class Comprehensive Multiplex and Signal Distribution licensees Commercial Broadcasting licensees Public Broadcasting licensee Community Broadcasting licensee |
|---|---|---|
| Include the following scenarios- x Anew connection x An existing connection taken over by another customer x An additional connection provided to a customer who already has an existing service, including any upgrades in service $YDOLG VHUYLFH UHTXHVW PD\ EH LQ ZULWLQJ Where a licensee and customer agree that an order for mul- | Include the following scenarios- x Anew connection x An existing connection taken over by another customer x An additional connection provided to a customer who already has an existing service, including any upgrades in service $YDOLG VHUYLFH UHTXHVW PD\ EH LQ ZULWLQJ Where a licensee and customer agree that an order for multiple connections each agreed delivery time counts as a sepa- | The time by which valid faults on networks are repaired and WKH SHUFHQWDJH RI IDXOWV FOHDUHG LQ WKH WLPH VSHFLÀHG LQ DQ\ service level agreement or contract must be reported separately |
| 95% of service re- TXHVWV WR EH FRPSOHWHG within 5 elapsed days 100% of service re- TXHVWV WR EH FRPSOHWHG within 7 elapsed days | 95% of service re- TXHVWV WR EH FRPSOHWHG within 5 elapsed days 100% of service re- TXHVWV WR EH FRPSOHWHG within 7 elapsed days | 90% of faults to be repaired within 24 elapsed hours from time reported 100% of faults to be repaired within 48 elapsed hours from time reported |
| The duration (elapsed days) from the instant D YDOLG VHUYLFH UHTXHVW has been received to the instant a working service is made available for use | The duration (elapsed days) from the instant a YDOLG VHUYLFH UHTXHVW KDV been received to the instant a working service is made available for use | The time (elapsed hours) by which valid faults on networks are repaired |
| Supply time for initial mobile services connection (postpaid/prepaid) | Supply time for subscription based television service connection | Fault Repair Time |
| Individual licensees | Class Comprehensive ECS/ECNS licensees ECS licensee |
|---|---|
| UHTXHVWV ZLWK D 1XPEHU RI UHTXHVWV A deviation from the normal porting procedures occurs | from the normal divided number of re- QXPEHU SRUWD - with deviations from the normal porting procedures must be less than 5% of total QXPEHU RI UHTXHVWV IRU number portability when- x All the services from the donor has to be restore temporarily whilst problems are resolved x There is a gap of more than 1 hour in either or both incoming our outgoing services x The recipient operator has to open a trouble ticket as a FRQVHTXHQFH RI DQ HYHQW WKDW GRHV QRW SHUPLW WR FRQ - sider number portability completed after the time period Class |
| Proportion of problems 1XPEHU | with number portability procedures deviation porting procedure by the total TXHVWV IRU bility |
2. BILLING AND CUSTOMER SERVICE
| Applicability | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees Class Comprehensive Multiplex and Signal Distribution lLicencees Multiplex Licensees Signal Distribution licensees Commercial Broadcasting licensees Public Broadcasting licensee Community Broadcasting licensee |
|---|---|---|
| Measurement | (QTXLULHV DWWHQG WR E\ ,95 RQO\ LV H[FOXGHG IURP WKLV PHD - surement. $Q\ HQTXLU\ WUDQVIHUUHG IURP DQ ,95 V\VWHP WR D KXPDQ RS - HUDWRU WR DWWHQG WR WKH HQTXLU\ LV LQFOXGHG LQ WKH PHDVXUHPHQW 7KH GXUDWLRQ SHULRG LQ WKH GHÀQLWLRQ LQFOXGHV ZDLWLQJ WLPH because attendants are busy. 7LPH GXUDWLRQ KDQGOH WKH HQTXLU\ LWVHOI LV H[FOXGHG IURP WKH measurement. | bile, direct and/or indirect services Statistics should include all customer complaints received in the data collection period. Where more than one complaint is made by the same customer, even on the same subject, each instance must be counted separately. If a customer complains again before the existing complaint has been resolved, it must be treated as a continuation of the ÀUVW XQFORVHG FRPSODLQW When calculating the resolution time the licensee may sub-tract an delay introduced by the customer from the measured time |
| Parameter | 95% of calls must be answered within 20 seconds | 90% of customer complaints must be resolved within 24 elapsed hours |
| ’HÀQLWLRQ | Duration from the instant when the address informa- WLRQ UHTXLUHG IRU VHWWLQJ XS a call is received to the instant the human operator answers the calling user to DWWHQG WR WKH HQTXLU\ | The time period taken to resolve a customer complaint from the instant the customer complaint is QRWLÀHG WR WKH SXEOLVKHG point of contact to the instant the cause for the complaint has been resolved |
| Service | Response time for admin- LVWUDWLRQ DQG ELOOLQJ HQTXL - ries | Customer/Licensee Complaints Resolution Time |
| Individual licensees | Class Comprehensive ECS/ECNS ECS licensees |
|---|---|
| complaint is an expression of dissatisfac- | accuracy of the bill received from a customer. include all billing complaints received in period regardless of the validity of the com- dates of calls or any other form of communica- licensees Class |
| Less than 2% of bills | should result in customer complaints |
| Billing Correctness The proportion of bills | resulting in a customer complaint relating to the accuracy of a given bill |
3. NETWORK QUALITY
| Applicability | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECNS Licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees |
|---|---|---|---|
| Measurement | The test route will be determined by the Authority depending on the network coverage provided by licensees Measurements will be taken in a reporting area within the network coverage are of the licensee from time to time as determined by the Authority | An unsuccessful call is a call attempt to a valid number within the licensees’ coverage area where neither called party busy tone, nor ringing tone, nor answer signal is received within 30 seconds from the instant when the last digit of the destination subscriber number is received. Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time to time as determined by the Authority | ASR to be measured on a country by country basis over time as determined by the Authority |
| Parameter | Aminimum of -100 dBm must be achieved for 95% outdoor and 85% indoor service coverage following a predetermined test route | Percentage of unsuccessful calls must be less than 2% in busy time | between for TheASR on a country by country basis should be more than 60% |
| ‘HÀQLWLRQ | Percentage of test route over which a minimum signal strength of -100 dBm is achieved | Ratio of unsuccessful calls to a total number of FDOO DWWHPSW LQ D VSHFLÀHG time period | The relationship the number of seizures that result in an answer signal and the total number of seizures (ASR) D VSHFLÀF FRXQWU\ |
| Service | Mobile /Wireless Service Coverage | Unsuccessful Call Ratio | International Call Connectivity |
| Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees |
|---|---|---|
| Percentage of dropped calls, calculated from all the calls in the time period as determined by the Authority Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time to time as determined by the Authority | Statistics to be collected by Authority and provided by the licensee within a given time period to consist the total number of originating SMS attempts and number of successfully send SMS’s Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time to time | as determined by the Authority Sending and receiving from SMS’s from and to international destinations are excluded from this measurement. Statistics to be collected by Authority and provided by the licensee within a given time period to consist the total number of originating SMS attempts and number of successfully send and receive SMS’s Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time to time as determined by the Authority |
| Percentage of dropped calls must be less than 3% | 95% of SMS messages must be send successfully in busy time | 95% of SMS’s must be completed successfully |
| The percentage of incoming and outgoing calls which once they have been successfully established are dropped/ interrupted prior to the call being terminated by the user, the cause of the early termination being within the operator’s network | Probability that a user can send a SMS successfully to a short message centre IURP XVHU WHUPLQDO HTXLS - ment | The ratio of successfully send and received SMS’s EHWZHHQ WHUPLQDO HTXLS - ment of two users during busy time |
| Dropped Call Ratio | Successful SMS Ratio | Completion Rate for SMS |
| Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees Class ECNS licensees | Individual licensees Class Comprehensive ECS/ECNS licensees Class ECS licensees ECNS licensees |
|---|---|---|---|
| log- of data be suc- time Statistics to be collected by Authority and provided by the licensee within a given time period to consist the total number of log-in attempts and number of successful log-ins to access the Internet This measure is applicable to all licensees providing services allowing internet access irrespective of technology. An attempt to log-in is unsuccessful, if it fails for any reason independent whether the fault is caused by the access Class | within the network coverage are of the licensee from time to time as determined by the Authority than of Statistics to be collected by Authority and provided by the licensee within a given interval per class of service as determined by the Authority Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time | to time as determined by the Authority all data must within a WLPH SHULRG $GDWD WUDQVPLVVLRQ LV VXFFHVVIXO LI D WHVW ÀOH LV WUDQVPLWWHG completely and with no errors. The statistics should be calculated from test transmissions made according to the measurement set-up stipulated in ETSI EG 202 057-4 Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time to time as determined by the Authority | transmission achieved must at least 80% of advertised by the during busy 7KH WHVW ÀOH VKDOO KDYH DW OHDVW WZLFH WKH VL]H LQ NE RI WKH theoretically maximum data transmission rate per second as DGYHUWLVHG E\ WKH OLFHQVHH IRU D VSHFLÀF VHUYLFH Additional measurements will be taken in a reporting area within the network coverage are of the licensee from time to time as determined by the Authority Class |
| 95% of internet in’s by the user services must cessful in busy | Packet Loss Ratio may not be more 3% for any class service offered | a 95% of transmissions be successful VSHFLÀHG | Data speed be that licensee time |
| Internet Log- The ratio of successful log-ins to access the Internet when both the access network and the licensees’ network are available | Ratio of packets lost to the total packets transmitted between two designated points | data trans- The ratio of unsuccessful data transmissions to the total number of data transmission attempts in VSHFLÀHG WLPH SHULRG | The data transmission rate is achieved separately for downloading and upload- LQJ VSHFLÀHG WHVW ÀOHV between a remote web VLWH DQG XVHU HTXLSPHQW |
| Successful in ratio | Packet Loss Ratio | Unsuccessful mission ratio | Data transmission speed achieved |
References
The following references are indispensable for the application of this document. For undated reference, the latest edition of the referenced document (including any amendments) applies. For dated references, only the edition cited applies.
- (i) ETSI EG 202 057-1 Speech Processing, Transmission and Quality Aspects (STQ): User UHODWHG 4R6 SDUDPHWHU GHÀQLWLRQV DQG PHDVXUHPHQWV 3DUW *HQHUDO
- (ii) ETSI EG 202 057-2 Speech Processing, Transmission and Quality Aspects (STQ): User UHODWHG 4R6 SDUDPHWHU GHÀQLWLRQV DQG PHDVXUHPHQWV 3DUW 9RLFH WHOHSKRQ\ *URXS ID[ modem data services and SMS
- (iii) ETSI EG 202 057-3 Speech Processing, Transmission and Quality Aspects (STQ): User UHODWHG 4R6 SDUDPHWHU GHÀQLWLRQV DQG PHDVXUHPHQWV 3DUW 4R6 SDUDPHWHUV VSHFLÀF WR Public Land Mobile Networks (PLMN)
- (iv) ETSI EG 202 057-4 Speech Processing, Transmission and Quality Aspects (STQ): User UHODWHG 4R6 SDUDPHWHU GHÀQLWLRQV DQG PHDVXUHPHQWV 3DUW ,QWHUQHW $FFHVV
- (v) ITU-T Rec. Y.1541 6HULHV < *OREDO ,QIRUPDWLRQ ,QIUDVWUXFWXUH ,QWHUQHW 3URWRFRO $VSHFW DQG 1H[W *HQHUDWLRQ 1HWZRUNV ,QWHUQHW SURWRFRO DVSHFWV 4XDOLW\ RI VHUYLFH DQG QHWZRUN SHUIRUPDQFH 1HWZRUN SHUIRUPDQFH REMHFWLYHV IRU ,3 EDVHG VHUYLFHV
- (vi) ITU-T Rec. E.425 Series E: Overall network operation, telephone service, service operation DQG KXPDQ IDFWRUV 1HWZRUN PDQDJHPHQW ² &KHFNLQJ WKH TXDOLW\ RI LQWHUQDWLRQDO WHOHSKRQH VHUYLFH ,QWHUQDO DXWRPDWLF REVHUYDWLRQV
- (vii) ITU-T Rec. E.426 Series E: Overall network operation, telephone service, service operation DQG KXPDQ IDFWRUV ,QWHUQDWLRQDO WHOHSKRQH QHWZRUN PDQDJHPHQW DQG FKHFNLQJ RI VHUYLFH TXDOLW\ ²&KHFNLQJ WKH TXDOLW\ RI LQWHUQDWLRQDO WHOHSKRQH VHUYLFH *HQHUDO JXLGH WR WKH SHUFHQWDJH RI HIIHFWLYH DWWHPSWV ZKLFK VKRXOG EH REVHUYHG IRU LQWHUQDWLRQDO WHOHSKRQH FDOOV
- (viii) ITU-T Rec. E.437 Series E: Overall network operation, telephone service, service operation DQG KXPDQ IDFWRUV 4XDOLW\ RI VHUYLFH QHWZRUN PDQDJHPHQW DQG WUDIÀF HQJLQHHULQJ ² 1HWZRUN PDQDJHPHQW ² &KHFNLQJ WKH TXDOLW\ RI WKH LQWHUQDWLRQDO WHOHSKRQH VHUYLFH &RPSDUDWLYH PHWULFV IRU QHWZRUN SHUIRUPDQFH PDQDJHPHQW
APPENDIX B: REPORTING FORMAT
1. 6XSSO\ WLPH IRU À[HG OLQH LQLWLDO FRQQHFWLRQ
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RI VHUYLFH UHTXHVWV WR EH FRPSOHWHG ZLWKLQ HODSVHG GD\V RI VHUYLFH UHTXHVWV WR EH FRPSOHWHG ZLWKLQ HODSVHG GD\V
- LL
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| 3HUFHQWDJH RI VHUYLFH UHTXHVWV completed within 5 elapsed days | ||||||
| Remaining percentage of ser- YLFH UHTXHVWV FRPSOHWHG ZLWKLQ elapsed days | ||||||
| Total percentage of service re- TXHVWV FRPSOHWHG | 100% | 100% | 100% | 100% | 100% | 100% |
2. Supply time for internet access
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L RI VHUYLFH UHTXHVWV WR EH FRPSOHWHG ZLWKLQ HODSVHG GD\V
-
LL RI VHUYLFH UHTXHVWV WR EH FRPSOHWHG ZLWKLQ HODSVHG GD\V
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| 3HUFHQWDJH RI VHUYLFH UHTXHVWV completed within 5 elapsed days | ||||||
| Remaining percentage of ser- YLFH UHTXHVWV FRPSOHWHG ZLWKLQ elapsed days | ||||||
| Total percentage of service re- TXHVWV FRPSOHWHG | 100% | 100% | 100% | 100% | 100% | 100% |
3. Supply time for initial mobile service connection (postpaid)
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| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| 3HUFHQWDJH RI VHUYLFH UHTXHVWV completed within 5 elapsed days | ||||||
| Remaining percentage of ser- YLFH UHTXHVWV FRPSOHWHG ZLWKLQ elapsed days | ||||||
| Total percentage of service re- TXHVWV FRPSOHWHG | 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
- (ii) 100% of faults to be repaired within 48 elapsed hours from time reported
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| Percentage of faults repaired within 24 elapsed hours | ||||||
| Remaining percentage of faults repaired within 48 elapsed hours | ||||||
| Total percentage of faults repaired | 100% | 100% | 100% | 100% | 100% | 100% |
5. Proportion of problems with number portability procedures
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1XPEHU RI UHTXHVWV ZLWK GHYLDWLRQV IURP WKH QRUPDO SRUWLQJ SURFHGXUHV PXVW EH OHVV WKDQ RI WKH WRWDO QXPEHU RI UHTXHVWV IRU QXPEHU SRUWDELOLW\
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| Total number of number portabil- LW\ UHTXHVWV | ||||||
| 1XPEHU RI UHTXHVWV ZLWK GHYLD - tions from normal porting procedures | ||||||
| 3HUFHQWDJH RI UHTXHVWV ZLWK GHYLD - tions from the normal porting procedures vs total number of number SRUWDELOLW\ UHTXHVWV |
6. Response time for administration and billing enquiries
Parameter:
95% of calls must be answered within 20 seconds
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| Total number of calls related to DGPLQLVWUDWLRQ DQG ELOOLQJ HQTXL - ries | ||||||
| Total number of calls answered within 20 seconds | ||||||
| Percentage of calls answered within 20 seconds vs total number of calls received |
7. Customer complaints resolution time
Parameter:
90% of customer complaints must be resolved within 24 elapsed hours
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| Total number of customer complaints received | ||||||
| Number of customer complaints resolved within 24 elapsed hours | ||||||
| Percentage of customer complaints resolved vs total number of customer complaints |
8. Billing correctness
Parameter:
Less than 2% of bills should result in customer complaints
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| Total number of bills issued to customers | ||||||
| Number of bills resulting in customer complaints | ||||||
| Percentage of bills resulting in customer complaints vs total number of bills issued |
9. Service Coverage
Parameter:
A minimum of -100 dBm must be achieved for 95% outdoor and 85% indoor service coverage following a predetermined test route
1RWH 0HDVXUHPHQW ZLOO EH GRQH E\ WKH $XWKRULW\ DIWHU ZKLFK WKH $XWKRULW\ PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
10. Unsuccessful Call Ratio
Parameter: Percentage of unsuccessful calls must be less than 2% in busy time
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| +RXUV GHÀQHG DV EXV\ WLPH IRU calls | ||||||
| Percentage of successful calls during busy time | ||||||
| Percentage of unsuccessful calls during busy time |
11. International Call Connectivity
Parameter:
The ASR on a country-by-country basis should be more than 60%
| ASR Rate | ASR Rate | ASR Rate | ASR Rate | ASR Rate | ASR Rate | |
|---|---|---|---|---|---|---|
| Destination Country | Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 |
| List of countries in alphabetical order |
12. Dropped Call Ratio
Parameter:
Percentage of dropped calls must be less than 3% in busy time
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| +RXUV GHÀQHG DV EXV\ WLPH IRU calls | ||||||
| Percentage of dropped calls during busy time |
13. Successful SMS ratio
Parameter:
95% of SMS messages must be send successfully in busy time
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| +RXUV GHÀQHG DV EXV\ WLPH IRU calls |
| Number of originating SMS attempts |
|---|
| Number of successfully send SMS’s |
| Percentage of successfully send SMS’s |
14. Completion Rate for SMS
Parameter:
95% of SMS messages must be completed successfully during busy time
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| +RXUV GHÀQHG DV EXV\ WLPH IRU calls | ||||||
| Number of originating SMS attempts | ||||||
| Number of successfully send and received SMS’s | ||||||
| Percentage of successfully completed SMS’s |
15. Successful internet log-in ratio
Parameter:
95% of internet log-in’s by the user of data services must be successful during busy time
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| +RXUV GHÀQHG DV EXV\ WLPH IRU calls | ||||||
| Number of log-in attempts | ||||||
| Number of successful log-in’s | ||||||
| Percentage of successful log-in’s |
16. Packet loss ratio
Parameter:
Packet loss ratio may not be more than 3% for any class of service offered
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Packet Loss Ratio | Packet Loss Ratio | Packet Loss Ratio | Packet Loss Ratio | Packet Loss Ratio | Packet Loss Ratio | |
|---|---|---|---|---|---|---|
| Destination Country | Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 |
| List of class of services offered by licensee |
17. Unsuccessful data transmission
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RI DOO GDWD WUDQVPLVVLRQV PXVW EH VXFFHVVIXO ZLWKLQ D VSHFLÀHG WLPH period
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| Number of test data transmissions | ||||||
| Number of successful data transmissions | ||||||
| Percentage of successful data transmissions |
18. Data transmission speed achieved
Parameter:
Data transmission speed achieved must be at least 80% of that advertised by the Licensee, during busy time
Note: Additional measurements will be done by the Authority after which the Authority PD\ UHTXHVW PRUH LQIRUPDWLRQ RU FODULÀFDWLRQ IURP WKH OLFHQVHH LQ WHUPV RI VHFWLRQ RI WKH regulations.
| Month 1 | Month 2 | Month 3 | Month 4 | Month 5 | Month 6 | |
|---|---|---|---|---|---|---|
| +RXUV GHÀQHG DV EXV\ WLPH IRU data | ||||||
| Data speed advertised to be listed for each product or class of service offered by the licensee | ||||||
| Data speed achieved to be listed for each product or lass of service offered by licensee |
SCHEDULE 1
PURPOSE OF THE PROPOSED REGULATIONS REGARDING MINIMUM QUALITY OF SERVICE STANDARDS APPLICABLE TO SERVICE LICENCES: COMMUNICATIONS ACT, 2009
7KH SURSRVHG UHJXODWLRQV VHW RXW WKH TXDOLW\ RI VHUYLFH VWDQGDUGV WKDW DUH DSSOLFDEOH WR ,QGLYLGXDO (Comprehensive telecommunications service licence (ECNS and ECS), Class ECS, ECNS and Class Comprehensive telecommunications (ECNS and ECS).), Class Comprehensive Multiplex and Signal Distribution, Multiplex and Signal Distribution Licenses. Commercial Broadcasting service licence, Community Broadcasting service licence and Public Broadcasting service licence.
7KH UHJXODWLRQV DOVR VHW RXW UHSRUWLQJ UHTXLUHPHQWV DSSOLFDEOH WR OLFHQVHHV DQG PDQGDWH D VSHFLÀF UHSRUWLQJ IRUPDW DQG WKH FRQVHTXHQFHV IRU IDLOXUH WR FRPSO\ ZLWK WKH TXDOLW\ RI VHUYLFH VWDQGDUGV DQG UHSRUWLQJ UHTXLUHPHQWV