Republika e Kosovës Republika Kosova - Republic of Kosovo

Transcription

1 Republika e Kosovës Republika Kosova - Republic of Kosovo Autoriteti Rregullativ i Komunikimeve Elektronike dhe Postare Regulatory Authority of Electronic and Postal Communications Regulatorni Autoritet za elektronske i poštanske komunikacije Prot.No.../B/13 Class: 01/13 Register No: 018 DRAFT REGULATION ON QUALITY OF ELECTRONIC COMMUNICATION SERVICES This regulation is issued pursuant to section 69, paragraph (1) and (2); Article 28, paragraph (2), (5) and (6); Article 65 paragraph (1), Law on Electronic Communications no. 04/L-109 (hereinafter known as the Law), as well as taking into account documents ETSI EG , ETSI EG , ITU-T Recommendation E.800, Directive 2002/22/EC of the European Parliament and the Council of European Union of 7 March 2002 on Universal Services Directive 2009/136/EC (Annex III) of the European Parliament and the European Council of 25 November Article 1 Scope and Aim 1.1. This regulation sets the parameters of quality for electronic communication services provided by operators in retail market; rules for quality of service parameters value declarations and reports submitting and publishing, requirements for parameters measurements and RAECP annual quality report publishing This regulation sets quality of service parameters values for Universal Service (US) Provider. Faqe 1 nga 27

2 Article 2 Definitions 2.1. The meaning or the definition of each word, phrase or term according to the law will be also applicable for that word, phrase or term in this regulation Terms and phrases which follow will have this meaning: Quality of Service (Quality of Service) - collective effect of service performance This determines the degree of satisfaction of a user of the service and totality of characteristics of telecommunications service that bear on its ability to satisfy stated and implied needs of the user of the service. Short Message Service (SMS) - telecommunications service involving the transport of a short alphanumeric message (160 alphanumeric characters) via the public mobile communication network such that any user can use equipment connected to a network termination point to exchange these messages with another user of equipment connected to another network termination point Unsuccessful call ratio - the ratio of unsuccessful calls to the total number of call attempts in a specified time period. An unsuccessful call is a call attempt to a valid and not busy number, properly dialled following dial tone, where neither called party ringing tone, nor answer signal, is recognized at the access of the calling user within 30 seconds from the instant when the last digit of the destination subscriber number is received by the network. Dropped call during the measurement time period will be defined as unsuccessful call as well. Measurement time period means time period when speech transmission quality will be measured. The call set up time is the period starting when the address information required for setting up a call is received by the network and finishing when the called party ringing tone or answer signal is received by the calling party. Where overlap signalling is used the measurement starts when sufficient address information has been received to allow the network to begin routeing the call. Call set up time is related to successful calls only. Unsuccessful sent SMS ratio - the ratio of SMS which are sent, but not received to the total number of sent SMS in a specified time period. SMS will be qualified as unsuccessful if it will not be received within X seconds. Faqe 2 nga 27

3 SMS delivering time is defined as time duration in seconds from the time when the SMS is sent till the time when the SMS is received. Speech transmission quality is defined as a quantitative value measured using the Perceptual Evaluation of Speech Quality (PESQ) algorithm according to ITU- T Recommendation P.862. Answering time for the directory enquiry service and operator service is defined as time duration in seconds from the time when the last digit of the directory enquire service or operator service will be dialled till the time when the operator s staff will answer. Operator Service (help desk) is defined as telephone service where customers notify the operator regarding faults on the service provided by them. Telephone Directory Enquiry Service is defined as enquiry telephone service, utilising electronic communications services, publicly provides information regarding subscribers who have given their consent to have their data included in a publicly accessible subscriber directory, taking into account the restrictions specified by the subscriber. Article 3 Services to be controlled 3.1. Telephone service available to the public in public fixed communication network Telephone service available to the public in public mobile communication network SMS in public mobile communication network Telephone service available to the public using interconnection SMS using interconnection With telephone service available to the public in public fixed communication networks associated services as the directory enquiry service and operator service. Faqe 3 nga 27

4 4.1. General issues: Article 4 Quality of Service parameters to be measured RAEPC sets the Quality of Service parameters for all services to be controlled RAEPC sets values of the Quality of Service parameters included in Universal Services obligations Operators set values of the Quality of Service parameters which are not included in Universal Services obligations and declare these values according the paragraph 5 of this Regulation Lists of parameters to be measured: List of parameters for telephone service available to the public in public fixed communication network: Quality of Service Parameters 1.1. Minimum number of calendar days calculated from offer that was submitted for operator until the connection will be installed for 95% of subscriber line 1.2. Minimum number of calendar days calculated from offer that was submitted 1. Supply time for fixed network for operator until the connection will be subscriber line installed for 99% of subscriber line 1.3. Subscriber lines in percentages, which are installed within 10 calendar days, from all installed lines 1.4 Subscriber lines in percentages, which were installed by the date agreed with the subscriber 2. Number of faults 2.1. Number of faults related to one subscriber line 3.1. Minimum number of hours calculated from the time the information about the 3. Fault repair time fault is received by the subscriber till the time when 80% of faults in subscriber lines were repaired. Faqe 4 nga 27

5 3.2. Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 80% of faults in operators equipments except subscriber line were repaired 3.3. Minimum number of hours calculated from the time the information about the fault is received by the subscribers till the time when 95% of faults in subscriber line were repaired 3.4. Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 95% of faults in operators equipment except subscriber line were repaired 3.5. The number of faults, in percentages, from the total number faults received from subscribers that have been repaired in three calendar days 3.6. The number of faults, in percentages, from the total number received from subscribers that have been repaired by the date agreed with the subscriber 4. Unsuccessful call ratio 4.1. Unsuccessful call ratio in percentages for national calls 5. Call set up time 5.1. Average time for national calls in seconds The time in seconds within which the fastest 95 % of national calls are set-up 6. Speech transmission quality 6.1. Average grade of speech transmission quality measured using PESQ algorithm 7. Bill correctness 7.1. Percentage of complains for bills from the total amount of all bills sent to subscribers List of parameters for telephone service available to the public in public mobile communication network: Faqe 5 nga 27

6 Quality of Service Parameters 1. Unsuccessful call ratio 1.1. Unsuccessful call ratio in percentages for national calls 2. Call set up time 2.1. Average time for national calls in seconds 2.2. The time in seconds within which the fastest 95 % of national calls are set-up 3. Speech transmission quality 3.1. Average grade of speech transmission quality measured using PESQ algorithm 4. Bill correctness 4.1. Percentage of complains for bills from the total amount of all bills sent to customers List of parameters for SMS in public mobile communication network: Quality of Service Parameters 1. SMS delivering quality 1.1. Unsuccessful sent SMS in percentage 1.2. Average SMS delivering time List of parameters for telephone service available to the public using Interconnection: Quality of Service Parameters 1. Unsuccessful call ratio 1.1. Unsuccessful call ratio in percentages for national calls 2. Call set up time 2.1. Average time for national calls in seconds. 3. Speech transmission quality 3.1. Average grade of speech transmission quality measured using PESQ algorithm List of parameters for SMS using interconnection: Quality of Service Parameters 1. SMS delivering quality 1.1. Unsuccessful sent SMS in percentage 1.2. Average SMS delivering time List of Quality of Service parameters and its values to be included in Universal Service obligations: Faqe 6 nga 27

7 Quality of Service Parameters Quality of Service Parameters Values 1. Number of faults 1.1. Number of faults related to one These parameters subscriber line values will be specified after the regulation on Universal Services will be approved by RAEPC 2. Fault repair time 2.1. The number of faults, in percentages, from the total number faults received from subscribers that have been repaired in three calendar days 2.2. The number of faults, in percentages, from the total number received from subscribers that have been repaired by the date agreed with the subscriber 3. Unsuccessful call ratio 3.1. Unsuccessful call ratio in percentages for national calls 4. Call set up time 4.1. Average time in seconds for national calls 4.2. The time in seconds within which the fastest 95 % of national calls are set-up 5. Bill correctness 5.1. Percentage of complains for bills from the total amount of all bills sent to subscribers 6. Answering time for directory enquiry service 6.1.Average answering time in seconds Faqe 7 nga 27 These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on

8 7. Answering time for operator s service 6.2.Number of calls answered within 20 seconds 7.1. Average answering time in seconds 7.2. Number of calls answered within 20 seconds Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC These parameters values will be specified after the regulation on Universal Services will be approved by RAEPC 4.3. Additional requirement for Universal Service Provider any parameter which is not included in has to be declared by Universal Service Provider according to the requirements listed in the Article 5 Quality of Service declarations 5.1. Operators are obliged to submit to the RAEPC not later than the 1 st of February the Quality of Service declaration for services provided for the running year according to the relevant templates included in Annex 1, Annex 2, Annex 3, Annex 4 and Annex 5 of this Regulation If the operator begins to provide the relevant service after 1 st of January it is obliged to submit to the RAEPC the Quality of Service declaration for the running year before the first customer will be connected to the network Universal service provider is obliged to submit to RAEPC not later than the 1 st of February the Quality of Service declaration for the running year for Quality of Service services and parameters which are not included in Universal Service Obligation. Faqe 8 nga 27

9 Article 6 Publishing the Quality of Service declaration submitted by operators 6.1. RAEPC publishes the submitted operator s declarations on its web site 6.2. Operators are free to publish their declarations in their own web site using the same template mentioned in paragraph 5.1 of this Regulation. Article 7 Measurements providing 7.1. Measurements provided by RAEPC: RAEPC may provide measurements on a regular basis according to the list of parameters to be measured on regular basis or irregular basis where parameters to be measured depend on circumstances; List of parameters will be measured on regular basis by RAEPC: a) Unsuccessful call ratio for telephone service available to the public in public fixed communication networks, in public mobile communication networks and using interconnection; b) Call set up time for telephone service available to the public in public fixed communication networks, in public mobile communication networks and using interconnection; c) Speech transmission quality for telephone service available to the public in public fixed communication networks, in public mobile communication networks and using interconnection; d) Unsuccessful sent SMS ratio in public mobile communication networks and using interconnection; e) SMS deliverable time in public mobile communication networks and using interconnection; f) Answering time for the directory enquiry service and operator service RAEPC will carry all measurements with its own equipment RAEPC will provide measurements on regular basis in at least 20 places in Kosovo Faqe 9 nga 27

10 Requirements for calculation of number of calls for unsuccessful call ratio measurements: a) The number of calls for the unsuccessful call ratio measurements for telephone service available to the public in public fixed and mobile communication networks has to be calculated to reach a confidence interval of 95% and the relative accuracy rate of 10%; b) The number of calls for the unsuccessful call ratio measurements for telephone service available to the public, using interconnection, has to be calculated to reach a confidence interval of 60% and the relative accuracy rate of 10%; c) The calculation methodology from the ETSI EG v (2009), Annex D is used Number of sent SMS for SMS quality measurements during 1 calendar year is 1000 in every public mobile communication network and 1000 between public mobile communication networks using the interconnection in each direction Number of test calls and its distribution through the time for operator service quality measurements: Operator s Service Working days (85 % from total Saturday and Sunday (15 % from total Time amount of calls) amount of calls) Calls % Calls % a) Total number of calls during the year will be defined every year before the 1 st February of the running year and published by RAEPC in its web site. b) The total number of calls will be divided proportionally throughout the running year Number of test calls and its distribution through the time for directory enquiry Faqe 10 nga 27

11 service quality measurements: Directory Enquiry Services Working days (85 % from total Saturday and Sunday (15 % from total Time amount of calls) amount of calls) Calls % Calls % a) Total number of calls during the year will be defined every year before the 1 st February of the running year and published by RAEPC in its web site. b) The total number of calls will be divided proportionally throughout the running year Requirements for directory enquiry service and operators services quality measurements and result calculation: a) Measurements are provided manually by the staff (expert) authorized by RAEPC using the undamaged, verified and calibrated chronometer; b) Expert generates test calls from the telephone set connected to the US provider network; c) Immediately after the last digit of the directory enquiry service or operator service will be dialled the expert switches on the chronometer and immediately switches it off when the alive voice of operator s staff will be heard; d) Measurements results will be noted in the relevant measurements protocol according to the template in Annex 9 or Annex 10 of this Regulation; e) When all measurements will be completed expert calculates the average answering time and the number of calls answered within 20 seconds for the directory enquiry service and operator service separately If RAEPC provides Quality of Service parameters measurements using the Automatic equipment the measurement results are noted in automatically Faqe 11 nga 27

12 Generated protocols which form is not prescribed Operators have rights once a month to ask the RAEPC and receive the current information about Quality of Service parameters measurements results in theirs networks Measurements mentioned in the relevant list of parameters in paragraph 4.2 of this Regulation, but not provided by RAEPC according the paragraph of this Regulation are provided by operators using their own records (database) RAEPC has rights to check records regarded to Quality of Service issues in operator s databases Measurements carried by RAEPC in irregular basis are done according to the procedures described in the inspection Regulation approved by RAEPC s. Measurement protocols may be enclosed if necessary. Article 8 Quality of Service reports 8.1. Operators are obliged to submit to RAEPC not later than the 1 st of February the Quality of Service report for the previous year according to the relevant template included in the Annex 6 and Annex 7 of this Regulation If the operator started to provide the relevant service after the 1 st of January its Quality of Service report has to cover the same period as mentioned in its Quality of Service declaration submitted to RAEPC Universal service provider is obliged to submit to RAEPC not later than the 1 st of February, the Quality of Service report, for the previous year, for Quality of Service services and parameters which are not included according to Universal Service Obligation Additionally universal service provider is obliged to submit to RAEPC not later than the 1 st of February the Quality of Service Quality of Service Report for Universal Service Provider according the Annex 8 of this Regulation. Article 9 Publishing the Quality of Service reports submitted by operators 9.1. The RAEPC publishes the operators Quality of Service report in its own web site Faqe 12 nga 27

13 9.2. Operators are free to publish their Quality of Service report in its own web site using the same template mentioned in paragraph 8.1 and 8.4 of this Regulation. Article 10 RAEPC Annual Quality of Service Report RAEPC once a year prepare Annual Quality of Service report where in comparable way are included: Operators Quality of Service declarations; Universal Service obligations regarding Quality of Service; Operators Quality of Service reports; Measurements and calculations results provided by RAEPC; RAEPC comments regarding Quality of Service level in Republic of Kosovo RAEPC publishes the Annual Quality of Service report not later than 90 (ninety) days before end of the year Article 11 Final provisions Action or omission of the RAEPC related to application and implementation of this Regulation may be appealed against in the procedure established by the laws of the Republic of Kosovo The values for parameters on Quality of Service regarding Universal Services will be defined after the regulation on Universal Services comes into force When required by RAEPC, operators are obliged to put in function the telephone line, for the purpose of measurement Annexes 1 to 10 are an integral part of this Regulation. Faqe 13 nga 27

14 Article 12 Entry into force and validity This regulation enters into force after its approval with a decision from the RAEPC Board and remains in force until another regulation is issued. Prishtinë, 26/02/2013 Ekrem Hoxha Chairman of the RAEPC Board Faqe 14 nga 27

15 Annex 1 Quality of Service Declaration for Telephone Service Available to the Public in Public Fixed Communication Network Name of the Company: Fiscal Number: Quality of Service Parameters 1.1. Minimum number of calendar days calculated from offer that was submitted for operator until the connection will be installed for 95% of subscriber line 1.2. Minimum number of calendar days calculated from offer that was 1. Supply time for fixed submitted for operator until network subscriber line the connection will be installed for 99% of subscriber line 1.3. Subscriber lines in percentages, which are installed within 10 calendar days, from all installed lines 1.4 Subscriber lines in percentages, which were installed by the date agreed with the subscriber 2. Number of faults 2.1. Number of faults related to one subscriber line 3.1. Minimum number of 3. Fault repair time hours calculated from the Target Values Declared Faqe 15 nga 27

16 time the information about the fault is received by the subscriber till the time when 80% of faults in subscriber lines were repaired Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 80% of faults in operators equipments except subscriber line were repaired 3.3. Minimum number of hours calculated from the time the information about the fault is received by the subscribers till the time when 95% of faults in subscriber line were repaired 3.4. Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 95% of faults in operators equipment except subscriber line were repaired 3.5. The number of faults, in percentages, from the total number faults received from subscribers that have been repaired in three calendar days 3.6. The number of faults, in percentages, from the total number received from subscribers that have been repaired by the date agreed with the subscriber 4. Unsuccessful call ratio 4.1. Unsuccessful call ratio in Faqe 16 nga 27

17 percentages for national calls 5. Call set up time 5.1. Average time for national calls in seconds The time in seconds within which the fastest 95 % of national calls are set-up 6. Speech transmission 6.1. Average grade of speech quality transmission quality measured using PESQ algorithm 7. Bill correctness 7.1. Percentage of complains for bills from the total amount of all bills sent to subscribers Authorized Person Person who filled the form: Contact details: Date: Faqe 17 nga 27

18 Annex 2 Quality of Service Declaration for Telephone Service Available to the Public in Public Mobile Communication Network Name of the Company: Fiscal Number: Target Value Declared 1. Unsuccessful call ratio 1.1. Unsuccessful call ratio in percentages for national calls 2. Call set up time 2.1. Average time for national calls in seconds 2.2. The time in seconds within which the fastest 95 % of national calls are set-up 3. Speech transmission quality 3.1. Average grade of speech transmission quality measured using PESQ algorithm 4. Bill correctness 4.1. Percentage of complains for bills from the total amount of all bills sent to customers Authorized Person Person who filled the form: Contact details: Date: Faqe 18 nga 27

19 Annex 3 Quality of Service Declaration for SMS in Public Mobile Communication Network Name of the Company: Fiscal Number: Quality of Service Parameters 1. SMS delivering quality 1.1. Unsuccessful sent SMS in percentage 1.2. Average SMS delivering time Target Value Declared Authorized Person Person who filled the form: Contact details: Date: Faqe 19 nga 27

20 Annex 4 Quality of Service Declaration for Telephone Service Available to the Public Using Interconnection Name of the Company: Fiscal Number: Quality of Service Parameters 1. Unsuccessful call ratio 1.1. Unsuccessful call ratio in percentages for national calls 2. Call set up time 2.1. Average time for national calls in seconds. 3. Speech transmission quality 3.1. Average grade of speech transmission quality measured using PESQ algorithm Target Value Declared Authorized Person Person who filled the form: Contact details: Date: Faqe 20 nga 27

21 Annex 5 Quality of Service Declaration for SMS Using Interconnection Name of the Company: Fiscal Number: Quality of Service Parameters 1. SMS delivering quality 1.1. Unsuccessful sent SMS in percentage 1.2. Average SMS delivering time Target Value Declared Authorized Person Person who filled the form : Contact details: Date: Faqe 21 nga 27

22 Annex 6 Quality of Service Report for Telephone Service Available to the Public in Public Fixed Communication Network Name of the Company: Fiscal Number: 1. Supply time for fixed network subscriber line Quality of Service Parameters 1.1. Minimum number of calendar days calculated from offer that was submitted for operator until the connection will be installed for 95% of subscriber line 1.2. Minimum number of calendar days calculated from offer that was submitted for operator until the connection will be installed for 99% of subscriber line 1.3. Subscriber lines in percentages, which are installed within 10 calendar days, from all installed lines 1.4 Subscriber lines in percentages, which were installed by the date agreed with the subscriber 2. Number of faults 2.1. Number of faults related to one subscriber line 3.1. Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 80% of faults in subscriber lines were repaired. 3. Fault repair time 3.2. Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 80% of faults in operators equipments except subscriber line were Faqe 22 nga 27 repaired Measured Quality of Service Parameters Values

23 3.3. Minimum number of hours calculated from the time the information about the fault is received by the subscribers till the time when 95% of faults in subscriber line were repaired 3.4. Minimum number of hours calculated from the time the information about the fault is received by the subscriber till the time when 95% of faults in operators equipment except subscriber line were repaired 3.5. The number of faults, in percentages, from the total number faults received from subscribers that have been repaired in three calendar days 3.6. The number of faults, in percentages, from the total number received from subscribers that have been repaired by the date agreed with the subscriber 4. Bill correctness 4.1. Percentage of complains for bills from the total amount of all bills sent to subscribers Authorized Person Person who filled the form: Contact details: Date: Faqe 23 nga 27

24 Annex 7 Quality of Service Report for Telephone Service Available to the Public in Public Mobile Communication Network Name of the Company: Fiscal Number: Quality of Service Parameters 1. Bill correctness 1.1. Percentage of complains for bills from the total amount of all bills sent to customers Measured Quality of Service Parameters Values Authorized Person Person who filled the form: Contact details: Date: Faqe 24 nga 27

25 Annex 8 Quality of Service Report for Universal Service Provider Universal Service Provider (company Name): Fiscal Number: Quality of Service Parameters 1.Number of faults 1.1. Number of faults related to one subscriber/customer line 2. Fault repair time 2.1. The number of faults, in percentages, from the total number faults received from customers that have been repaired in three calendar days The number of faults, in percentages, from the total number received from customers that have been repaired by the date agreed with the customer/subscriber. Measured Quality of Service Parameters Values Authorized Person Person who filled the form: Contact details: Date: Faqe 25 nga 27

26 Annex 9 Measurement Protocol for Operator Service Number Universal Service provider (Name of the Company): Operator s service telephone number: Days when the measurements are done: Weekdays ; Saturday ; Sunday Date when the measurements are done: Nr. Answering time in seconds Time HH: MM Notes Name Of the expert who did the measurements: Signature Faqe 26 nga 27

27 Annex 10 Measurement Protocol for Directory Enquiry Service Number Universal Service provider (Name of the Company): Directory Enquiry Service telephone number: Days when the measurements are done: Weekdays ; Saturday ; Sunday Date when the measurements are done: Nr. Answering time in seconds Time HH: MM Notes Name Of the expert who did the measurements: Signature Faqe 27 nga 27