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Quality of Service Mandatory Standards
General
Determination No 1 of 2002 - PSTN
Determination 2 of 2002 - PCS
Determination 3 of 2002 - ISP
Determination No 4 of 2002 - CASP
Determination No 3 of 2003 – Public Payphone Service
Determination No 4 of 2003 – Digital Leased Line (DLL) Service
Determination No 5 of 2003 – Broadband Access Service
With regards to the billing complaints, what is the correct period for reporting?
With regards to the billing complaints, what is the correct period for reporting?
With regards to the billing complaints, what is the correct period for reporting?
Who are subjected to these mandatory standards under this Determination?
With regards to the billing complaints, what is the correct period for reporting?
Who are subjected to these mandatory standards under this Determination?
How to comply?
Who are subjected to this mandatory standard under this Determination?
What is the right calculation to report the standard on Service Availability?
Will the audited report of the QOS MS Reports be shared with the licensees and/ or published?
What types of wired broadband access service are subjected to these mandatory standards under this Determination?
For General customer complaints, when will the 12 months period take effect from?
Due to a certain network design and architecture, it is not possible to classify domestic DLL to local and national, as required to be reported in the Determination. In this case, how should these mandatory standards report be prepared?
For General customer complaints, when will the 12 months period take effect from?
For General customer complaints, when will the 12 months period take effect from?
For General customer complaints, when will the 12 months period take effect from?
What is the difference between a complaint and an enquiry?
What is the difference between a complaint and an enquiry?
What is the difference between a complaint and an enquiry?
From which starting point and to which terminating point of the DLL are subjected to the mandatory standard?
What is the difference between a complaint and an enquiry?
For the standards that are based on 12 months data, they are spilt into two columns, 1st 6 months and 2nd 6 months. Do we take the reported data or the audited data?
Are the break down of the billing complaints/ general customer complaints/ installation orders etc as stated in the QoS MS Reporting Form exhaustive?
One of the characteristics of a public payphone that is still in service is that it "must display clear and conspicuous signage that the service provided is a 'public payphone' [7(f) in Determination]. How should this characteristic be implemented?
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 used for the calculation?
What type of complaints should be included in the QoS report?
Why are the measurements of standard based on a 12 month period while the reporting is required every 6 months?
What type of complaints should be included in the QoS report?
What type of complaints should be included in the QoS report?
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.
Further to No. 7 above, should complaints that originate from third party services be reported in the QoS? Please provide examples.
Further to No. 7 above, should complaints that originate from third party services be reported in the QoS? Please provide examples.
For the standards that are based on 12 months data, they are spilt into two columns, 1st 6 months and 2nd 6 months. Do we take the reported or the audited data?
Further to No. 7 above, should complaints that originate from third party services be reported in the QoS? Please provide examples.
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, or should it be included in the current report?
What is the formula to exclude weekend and public holidays, where relevant?
How is Annual Service Availability calculated?
What is the formula to exclude weekend and public holidays, where relevant?
What is the formula to exclude weekend and public holidays, where relevant?
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
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
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
In what and which situation can a downtime be excluded in calculating the Annual Service Availability?
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
As stated in Clause 10, “installation orders not fulfilled within the requisite time due to the following reasons…may be excluded” from the report. Please explain further.
When is an installation order considered completed?
Under Clause 12 (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 t
In calculating the Annual Service Availability, is the downtime of the customer premise equipment included?
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
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
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?
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?
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?
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?
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?
What is the correct way to calculate Fulfillment of Installation Orders when there are exclusion cases?
When a restoration request is received prior to the current period but subsequently restored, should it be included in the current report?
Is the obligation for submission of the mandatory standards on QoS reporting applicable to broadcasters as well? If so will ASTRO be required to submit the same given that they are currently not issued with but have registered license which was granted under the Broadcasting Act (BA) 1988? (The Determination on the Mandatory standards for CASP does not expressly mention those holding registered licences under the BA)
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.
For, standard on Billing Performance, should pre-paid service be included?
For, standard on Billing Performance for Public Cellular Service, does it cover pre - paid customers?
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?
For the standard on General Customer Complaints, (e.g. the standard on billings), does it just cover post paid customers?
Should complaints arising from basic services; anti-virus and anti-spam in the report?
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?
With regards to the report on the Annual Service Availability, when will the 12 month transmission period be calculated from?
As stated in Clause 15, “service not restored within the requisite time due to the following reasons…may be excluded” from the report. Please explain further.
In calculating the number of days taken to fulfill a restoration request, should non-working days be excluded?
Why is the measurement of annual service availability based on a 12 month period while the reporting is required every 6 months?
Should an order request received prior to the current period but fulfilled in the current period, be included in the current 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?
What is the correct way to calculate Fulfillment of Installation Orders when there are exclusion cases?
What is meant by downtime?
What is the correct way to calculate Service Restoration Performance when there are exclusion cases?
How is Annual Service Availability calculated?
What is the right calculation for Annual Service Availability?
In the case of service restoration request which has been deferred to a later date, should it be excluded from the measurement of the standard?
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?
Restoration request that is received prior to the current period but restored in the current period, be included in the current report?
In calculating the Annual Service Availability, does a downtime caused by faulty or not working customer router or server/computer be included?
As stated in Clause 20, “service not restored within the requisite time due to the following reasons…may be excluded” from the report. Please explain further.
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?
In calculating the number of days taken to restore a restoration request, should non-working days be excluded?
What is the correct way to calculate Service Restoration Performance when there are exclusion cases?
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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