Sector

Quality of Service Mandatory Standards

Determination No 1 of 2002 - PSTN

With regards to the billing complaints, what is the correct period for reporting?
For General customer complaints, when will the 12 months period take effect from?
What is the difference between a complaint and an enquiry?
What type of complaints should be included in the QoS report?
Further to No. 7 above, should complaints that originate from third party services be reported in the QoS? Please provide examples.
What is the formula to exclude weekend and public holidays, where relevant?
Do licensees have to include those cases with ageing less than 15/30 working days from the date of report submission to MCMC? For example, the report is for the period of 1st July 2004 - 31st December 2004 in which all cases for December will complete the circle time of 30 days resolution by 17th February 2005. If the report submission to MCMC is on 9th of February 2005, do we have to include those cases that aged less than 30 days resolution fro
Under Clause 8 (Standard on Billing Performance) mentioned that :" The percentage of billing complaints in any one billing period shall not exceed 2% of the total number of bills issued during that billing period. For this purpose all billing complaints on one bill shall be taken as one complaint. " Should the total number of complaints taken under 1 bill be calculated as 1 complaint (to get the % of complaints over bills issued), what is then th
Can the licensees exclude from the report the complaints that have not been resolved within the reporting period and still within the 15 days and 30 days period?
In which section should the complaint type “Poor Line Quality” be included in the report?
Should Direct Exchange Line (DEL) be included in the report?
Should trunk services also be included in the report?
Do the MS on PSTN include ISDN lines and fixed wireless access such as CDMA?
In which section should the complaint type “Poor Line Quality” be included in the report?
A customer may request the service later than the date of the signing of the agreement. In this case, when is the start date of the fulfillment of installation order to be calculated?
As stated in Clause 15, “installation orders not fulfilled within the requisite time due to the following reasons…may be excluded” from the report. Please explain further.
In the case of an installation appointment which has been deferred to a later date, should it be excluded from the measurement of the standard?
Should an order request received prior to the current period but fulfilled in the current period, be included in the current report?
What is the correct way to calculate Fulfillment of Installation Orders when there are exclusion cases?
What is the correct way to calculate Service Restoration Performance when there are exclusion cases?

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