BoR (17) 102. International Roaming BEREC Benchmark Data Report April September 2016

International Roaming BEREC Benchmark Data Report April September 2016 1June 2017

Table of Contents 1. Introduction... 3 2. Regulatory evolution... 4 3. Methodology for the data collection... 6 4. Main Findings... 9 5. Charts... 13 5.1. Domestic services - ARRPU and consumption patterns... 14 5.1.1. Average Retail Revenue per User (ARRPU)... 14 5.1.2. Consumption patterns for domestic retail services... 16 5.2. The development of Roaming Services... 21 5.2.1. Voice roaming services... 21 5.2.1.1 RoW retail prices... 21 5.2.1.2 Wholesale prices... 24 5.2.1.3 Consumption patterns... 34 5.2.2. SMS roaming services... 47 5.2.2.1 RoW retail prices... 47 5.2.2.2 Wholesale prices... 49 5.2.2.3 Consumption patterns... 58 5.2.3. Data roaming services... 65 5.2.3.1 RoW retail prices... 65 5.2.3.2 Wholesale prices... 67 5.2.3.3 Consumption patterns... 77 5.3. Wholesale roaming (outbound): Agreements applying Article 3 of the Roaming Regulation... 83 2

1. Introduction This BEREC Benchmark Report on International Roaming (the Report ) presents the results of the 18th round of data collection on European international roaming services undertaken by the Body of European Regulators for Electronic Communications (BEREC). The Report covers the period 1 April - 30 September 2016, i.e. the 2 nd and 3 rd quarter 2016. The Report also includes data from previous rounds of data collection conducted by BEREC and its predecessor, the European Regulators Group (ERG), to provide context for the current figures. The earliest data is from the 2 nd quarter 2007, when the Roaming Regulation was about to enter into force. The applicable regulatory framework for this data collection is Roaming Regulation (EU) No. 531/2012, as amended by Regulation (EU) No. 2120/2015 1, applied in the European Union (EU) 2, which includes new requirements for the retail and wholesale regulated tariffs for voice, SMS and data roaming. For the 18 th Benchmarking exercise, significant changes were made to meet these new requirements. This was considered necessary, as the TSM Regulation incorporates substantial changes to the Roaming Regulation, which leads to the new roaming regime. In addition, according to Article 19 paragraph (4) of the Roaming Regulation (EU) No. 531/2012 as amended by Regulation (EU) No. 2120/2015, BEREC is obliged to regularly collect data from national regulatory authorities (NRAs) on the development of retail and wholesale charges for regulated voice, SMS and data roaming services. Those data are used to assess the competitive developments in the Union-wide roaming markets and are notified to the Commission at least twice a year. Furthermore, there is a new requirement for BEREC to report regularly on the evolution of pricing and consumption patterns in the Member States for both domestic and roaming services and the evolution of actual wholesale roaming rates for unbalanced traffic between roaming providers. BEREC is coordinating this process of data collection by pursuing the following objectives: simplifying the process not only for NRAs as BEREC acts as a central point for the data collection, but also for the Commission, as the data are received from a single source and following uniform data processing; coordinating the procedures of individual NRAs, as the data collection exercise uses a single and commonly agreed data collection model, and the process is synchronised and based on the same collection periods. BEREC consults the market players and the Commission before finalising the data collection templates; providing, as far as possible, a common response to the different questions posed during the collection process by operators and NRAs, as BEREC serves as the forum where these questions are commonly debated and addressed. 1 Regulation (EU) No. 2120/2015, hereinafter TSM Regulation, available at: http://eurlex.europa.eu/legal-content/en/txt/?uri=celex%3a32015r2120 2 The amendments where incorporated in the EEA agreement 29 April 2016, but did not enter into force for the EEA/EFTA countries Norway, Liechtenstein and Iceland since the three countries had made reservations for approval by their respective Parliaments. However, in Norway the Electronic Communications Regulation was changed, and the amendments entered into force 1 June 2016 3

2. Regulatory evolution The ERG initially worked on the long-standing issue of high prices for international roaming services. Following its creation in January 2010, BEREC took over responsibility for this work from ERG. The 2007 Regulation In 2005, ERG undertook a study on international roaming that concluded that the EC Regulatory Framework did not provide the necessary tool-kit for NRAs to tackle the problems identified. ERG wrote to the Commission in December 2005 highlighting its concerns. After significant debate, the first Regulation on international roaming services was published on 29 June 2007. The primary provisions capped wholesale and retail charges for voice calls under Eurotariff and set a number of transparency provisions to help to ensure that consumers were well informed. The provisions of the Regulation entered into force at different times, with retail and transparency provisions taking full effect by the end of September 2007 and wholesale provisions calculated annually from the end of August 2007 3. The 2009 amended Regulation On 7 May 2008, the Commission launched a public consultation on the functioning of the 2007 Regulation. ERG s views expressed in response to the consultation were substantially reflected in the Commission s legislative proposals, 4 published on 23 September 2008, to extend the 2007 Regulation in duration and scope. On 22 April 2009, the European Parliament adopted Regulation (EC) No. 544/2009 at first reading, with a view to amending Regulation (EC) No. 717/2007. Subsequently, on 8 June 2009, the Council of EU Telecoms Ministers formally adopted the new EU roaming rules approved by the European Parliament. The definitive text of Regulation (EC) No. 544/2009 was published in the Official Journal of the European Union on 29 June 2009 5,6. In particular, the Regulation introduced the following measures related to price control, applicable from 1 July 2009 to 30 June 2012: an extension of wholesale and retail price regulation for voice services, with yearly decreases in the levels of the caps; price regulation of SMS roaming services at both the wholesale and retail level; price regulation of data roaming services at the wholesale level. And from July 2010 to June 2012: 3 In Norway and Iceland the 2007 Regulation was in force from the end of 2007 to the 2 nd quarter 2010. 4 http://ec.europa.eu/information_society/activities/roaming/docs/regulation/reg_en.pdf 5 http://eur-lex.europa.eu/lexuriserv/lexuriserv.do?uri=oj:l:2009:167:0012:0023:en:pdf 6 From the 3 rd quarter 2009 to the 1 st quarter 2010, Regulation 544/2009 applied in the EU while the first Roaming Regulation (EC) No. 717/2007 remained in force in Norway, Iceland and Liechtenstein, with slightly higher voice caps, no SMS caps and no wholesale data cap. 4

retail transparency measures to protect consumers from bill shock when data roaming. The 2012 Regulation On 29 June 2010, the Commission published an interim report 7 on the functioning of the 2009 Regulation. The Commission s Digital Agenda for Europe 8 also included a target for roaming, where the difference between roaming and national tariffs should approach zero by 2015. In accordance with the 2009 Regulation, BEREC provided advice to the Commission on the functioning of the Regulation and future regulatory options in its December 2010 Report 9, supplemented by its February 2011 response to the Commission s public consultation 10. The Commission then published a full review of the functioning of the Regulation and legislative proposals for a new Regulation in July 2011 11. On 30 May 2012 the Council of the European Union approved the International Roaming Regulation III 12, which entered into force on 1 July 2012 13. The Regulation introduced the following measures, applicable from 1 July 2012: an extension of wholesale and retail price regulation for voice and SMS with yearly decreases in the levels of the caps until 30 June 2014 with those caps to remain in force until 30 June 2022 for wholesale services, and until 30 June 2017 for the Eurotariffs, subject to a further review by 30 June 2016; an extension of wholesale price regulation for data with yearly decreases in the levels of the caps until 30 June 2014 with those caps to remain in force until 30 June 2022; price regulation of data roaming services at the retail level with a yearly decrease in the level of the cap until 30 June 2014 with the cap to remain in force until 30 June 2017, being subject to a further review by 30 June 2016; the obligation for MNOs to meet all reasonable requests for wholesale roaming access, which comprises direct wholesale roaming access and wholesale roaming resale access under the rules set out in the Roaming Regulation. The Regulation also included provisions on the separate sale of roaming services which entered into force on 1 July 2014. The 2012 Regulation as amended by Regulation (EU) No. 2120/2015 On 3 April 2014, the European Parliament (EP) took up the position, within the framework of the procedure for the adoption of a Regulation for a European Single Market for Electronic 7 http://ec.europa.eu/information_society/activities/roaming/docs/interim_report2010.pdf 8 http://eur-lex.europa.eu/lexuriserv/lexuriserv.do?uri=com:2010:0245:fin:en:pdf 9 http://erg.eu.int/doc/berec/bor_10_58.pdf 10 http://ec.europa.eu/information_society/activities/roaming/docs/cons11/berec.pdf 11 http://ec.europa.eu/information_society/activities/roaming/index_en.htm 12 http://eur-lex.europa.eu/lexuriserv/lexuriserv.do?uri=oj:l:2012:172:0010:0035:en:pdf 13 With regard to the EEA EFTA countries, it must be noted that the Roaming Regulation applies in these countries as from 7 December (Norway and Liechtenstein) and 21 December (Iceland) 2012. 5

Communications (TSM Regulation), to abolish retail roaming surcharges in order to allow customers to Roam Like at Home (RLAH) with a fair use limit. Regulation (EU) No. 2015/2120 14, adopted by the European Parliament on 27 October 2015 and published in the Official Journal of 26 November 2015, includes amendments to Roaming Regulation No. 531/2012 15, the main one being the principle of Roam-Like-At-Home, i.e. requiring roaming providers not to levy any surcharge in addition to the domestic retail price on roaming customers as of 15 June 2017 (RLAH tariffs). But the Roaming Regulation allows providers to add a surcharge for regulated roaming services in addition to the domestic price during the transitional period (30 April until 14 June 2017). Furthermore, similar to the provisions set out in the third Roaming Regulation, roaming providers can also offer alternative roaming tariffs as an alternative to RLAH and RLAH+ 16 and customers may deliberately choose those alternative tariffs. The amendments to the Roaming Regulation resulted in an update of the BEREC Benchmark Report and the current Report includes RLAH, RLAH+, fixed period tariffs and alternative tariffs offered by operators. 3. Methodology for the data collection Because of the broad scope and complexity of the new requirements stemming from the TSM Regulation, new key indicators have been developed for the data collection. In addition, while the results are derived from the same questionnaire, the methodology used for some data from these new key indicators can differ between countries for a number of reasons, particularly relevant are the following: Differences in the methods used by operators to allocate volumes for the different roaming services. For instance, complex tariff structures in which different roaming plans apply (for example after exceeding roaming limits, the user is automatically switched to a different roaming tariff plan) can affect the interpretation of the results since there is not an harmonized methodology among operators for allocating the volumes between the different types of services (RLAH, RLAH+, fixed periodic tariffs and/or alternative tariffs). Difficulties in estimating the actual revenues for the roaming services. Most of the operators provide domestic bundled services and it is therefore difficult i) to estimate how much of the bundle the user used for roaming services and ii) to allocate revenues to the domestic individual services (e.g.: fixed voice, mobile, internet, TV). Therefore, in the report all revenues resulting from bundled services are allocated to domestic services regardless of whether the service is provided in the domestic network or in a visited network. Therefore, the results presented in the Report should be read with the aforementioned caveats in mind and taking into account the operators problems with data reporting. The development of a proper methodology to present comparable characteristics of EU/EEA international 14 Available at: http://eur-lex.europa.eu/legal-content/en/txt/?uri=celex%3a32015r2120 15 Available at: http://eur-lex.europa.eu/legal-content/en/txt/?uri=celex%3a32012r0531 16 RLAH + allows the roaming provider to apply a surcharge in addition to the domestic retail price during the transitional period (from 30 April 2016 until 14 June 2017) 6

roaming markets is work in progress. Due to the revision of the methodology it may be necessary to revise the current data collection and therefore this report. The assessment of the international roaming market was based on the requirements set out in Article 19 (4) of the Roaming Regulation. In order to assess the competitive developments in the Union-wide roaming markets, BEREC has to regularly collect data from national regulatory authorities on the development of retail and wholesale charges for regulated voice, SMS and data roaming services. On the basis of the collected data, BEREC also has to report regularly on the evolution of pricing and consumption patterns in the Member States for both domestic and roaming services and the evolution of actual wholesale roaming rates for unbalanced traffic between roaming providers. While the changes to the Roaming Regulation refer to the RLAH regime, these requirements are applicable from 17 June 2017 and the current Report includes RLAH tariffs offered by the operators prior to the date set out in the Roaming Regulation. In this context, it is necessary to underline that the RLAH offers may include different restrictions or add-ons. BEREC notes that there is much variation in how such offers are provided which resulted in monitoring general consumption patterns. A further assessment of RLAH tariffs within the Roaming Regulation framework will be considered in the future BEREC Reports. Legislative amendments were also made to address the transitional period from 30 April 2016 until 14 June 2017. Article 6f (2) of the Roaming Regulation allows providers to add a surcharge for regulated roaming services in addition to the domestic price during the transitional period (RLAH+ tariffs). Where a roaming provider applies a surcharge for the consumption of regulated retail roaming services, the sum of the domestic retail price and any surcharge applied must not exceed the price cap set out in Article 6e (1) (b). For calls received, which are not charged domestically, Article 6e (1) (c) provides that any surcharge applied shall not exceed the weighted average of the maximum mobile termination rates set out in the Implementing Act 17. For calls made, SMS sent and data used, Article 6e (1) (a) provides that any surcharge must not exceed the wholesale caps, which are currently 5 cents per minute, 2 cents per SMS and 5 cents per MB respectively 18. Due to the complexity of such tariffs and operators reporting capabilities, the current BEREC Benchmark Report includes an assessment of RLAH+ tariffs with respect to consumption patterns. The Roaming Regulation allows tariff packages which provide roaming customers with a per diem, or any other fixed periodic roaming charge (hereinafter "fixed periodic roaming tariff") and which contain a certain volume of regulated roaming services (Article 6e (1), subparagraph 4). Therefore, operators can offer fixed periodic roaming tariffs with a volume allowance as an option to their customers during the transitional period in addition to the regulated roaming tariffs. This means that these fixed periodic roaming tariffs cannot be the only tariff option available to roaming customers. A fixed periodic roaming tariff complies with Article 6e (1) Roaming Regulation - and should not be treated as an alternative tariff pursuant to Article 6e (3) - on condition that the consumption of the full amount of that volume leads to a unit price for regulated roaming calls made, calls received, SMS messages sent and data roaming services which does not exceed the sum of the domestic retail price and the maximum 17 Pursuant to Regulation (EU) No. 531/2012 the Commission is to review the weighted average of maximum mobile termination rates across the Union annually, available at: http://eurlex.europa.eu/legal-content/en/txt/?uri=uriserv%3aoj.l_.2015.331.01.0007.01.eng 18 The prices do not include VAT. 7

applicable surcharge as set out in 6e (1) first subparagraph. Fixed periodic roaming tariffs are sometimes linked to other roaming tariff plans (for example after the caps of the domestic FUP are reached, the value of the roaming price is a daily tariff). As different tariffs are applied this results in some operators having problems to split traffic and revenues between roaming tariff plans. Due to this fact, this Report assesses the consumption patterns related to the fixed periodic tariffs. BEREC also has to report about the evolution of actual wholesale roaming rates for unbalanced traffic between roaming providers. This requirement is also reflected in the current BEREC Benchmark Report. Furthermore, BEREC also reports about the evolution of pricing and consumption patterns in the Member States for domestic services. The BEREC Benchmark Report was also changed in view of this requirement. Over 184 providers of international roaming services provided information for this Report. This number includes virtually all of the mobile network operators in the EU and in Norway, as well as a significant number of MVNOs that provide EEA roaming services. BEREC estimates that this covers around 95% of EU consumers using international roaming services today. Considering the aforementioned difficulties in obtaining reliable data, for some indicators, there is a limited number of countries which have opted for not supplying the data relative to those indicators. This is not at all unusual for a comprehensive data collection of this type. In most cases the NRA was able to work with the company to resolve or alleviate the problem. In other cases, where system upgrades are necessary to comply with the new format of the data collection, the operator was asked to provide the best possible estimate currently available and to complete upgrades in time to provide high quality data for the next data collection. Some NRAs expressed major data quality challenges at the national operators level as well as the use of different reporting systems by operators. In this context, the terminology for some elements of the questionnaire will be clarified in order to allow operators to make the necessary changes in the reporting systems 19. At the wholesale level, operators often receive discounts based on variables like volume of traffic, calculated at the end of a 12-month period. When providing data for these reports, operators may estimate the effect of such discounts on data for each quarter. Because the actual discount may vary from the estimate, there may be an apparently anomalous result for the quarter when the discount is actually applied. This should be kept in mind when comparing wholesale figures for different quarters in the same year. In a few cases the number of operators changed, which may cause an apparent change in prices between quarters. This can also lead to strong volume changes. When wholesale prices are above the price caps, in most cases the reason is that the average price to comply with the Regulation is the annual price and not a quarterly one, and in such 19 ANACOM took the option not to ask the operators to adapt their systems before a common set of consistent assumptions is defined to be applied in all the countries for allocating revenues to roaming services and to mobiles domestic services and to allocate volumes for the different roaming tariff types. UK were unable to provide data for some specific indicators due to the impact of the changes in the request form. The missing wholesale data will be verified during the next data collection. 8

cases some quarters compensate for others. Another reason may also be inaccuracies in reporting for the data collection itself. For ease of comparison, the Euro is used throughout this Report. Within the EEA, currency fluctuations between the Euro and other national currencies are likely to have affected the average prices reported for EEA countries outside the Euro zone. All retail prices included in the charts below exclude VAT. They are an average of prices paid by postpaid and prepaid tariff plan customers. All averages are based on billed minutes of voice calls or billed megabytes of data, unless expressly stated otherwise. With regard to wholesale roaming resale access according to Article 3 (4) of the Roaming Regulation, MNOs may charge fair and reasonable prices for components not covered by para. 3. Thus prices may be higher than the price caps given in Article 7 (1). Some data also include volumes and tariffs coming from roaming in non-eu countries in Europe. It should also be noted that the average wholesale roaming voice tariff for agreements applying Article 3 of the Roaming Regulation might be above the cap because the calculation is based on actual minutes (the Regulation permits to invoice 30 seconds for calls that are shorter). The EU Roaming Regulation also applies to the EEA EFTA States Norway, Iceland and Liechtenstein. In addition, Switzerland contributed to the data collections, although the 2007, 2009 and 2012 Roaming Regulation is not applicable there 20. 4. Main findings The information gathered by BEREC continues to show a good level of compliance with the Roaming Regulation in EU Member States. Wholesale rates At the wholesale level, the voice, SMS and data roaming charges set between operators are in line with the declining regulated average caps. Some countries reported average prices slightly above the price caps. 21 The applicable price caps and the related EEA average prices during the data collection period were: Service at wholesale level (no VAT) Price Cap Q2 2016 Q3 2016 EEA Average Price Cap EEA Average Wholesale voice ( c/minute) 5 2.921 5 2.905 Wholesale SMS ( c/sms) 2 0.919 2 0.868 Wholesale data ( c/mb) 5 0.961 5 0.954 20 Figures from Switzerland are excluded from both EEA and EEA EFTA averages. 21 The reasons for most such cases are explained in the Methodology chapter. Moreover, NRAs are monitoring compliance with the provisions of the Regulation to gather further information on possible reasons for reported prices that are higher than the caps. BEREC will keep monitoring this issue closely. 9

Retail domestic prices (ARRPU) BEREC has analysed the retail domestic prices and found that it is hard to disaggregate the different mobile communications services since they are often provided as part of a bundle. Operators are finding it difficult to organize their revenue data by individual service categories (ISCs), such as fixed telephony, mobile telephony, fixed broadband and others. Bundles challenge this practice as ISCs require allocating bundle revenues to their components. Therefore, BEREC examined the alternative of presenting data on the evolution of ARRPU. However, in the context of the BoR (16) 33 BEREC Report on the wholesale roaming market it was emphasized that the ARRPU depends on many different parameters (volumes, handset subsidies, sensitivity to the number of active SIM cards, etc.). In general, the ARRPU is quite a weak index for comparing domestic price levels. Further conclusions on price levels of mobile communications services can be made only by a thorough review of retail prices for mobile communications services. For the calculation of ARRPU, BEREC used the data submitted by operators 22. The domestic monthly ARRPU for Q3 2016 varies considerably between the countries, ranging from 1.286 per month to 32.204 per month, with a weighted EEA average of 8.697, see Figure 1. Disproportion between individual ARRPU s could be caused by different methodologies used by operators. Wholesale rates for calls made At the wholesale level (Figures 10-11), the EEA average Eurotariff was 2.921 Euro cents in Q2 2016 and 2.905 Euro cents in Q3 2016 compared to a cap of 5 Euro cents. The regulation has led to a constant reduction in the average EEA wholesale prices for intra-eea roaming voice calls (Figure 12). BEREC also assessed also the prices for balanced and unbalanced traffic (Figure 8 9). The EEA average wholesale price for balanced traffic was 3.214 Euro cents during Q2 2016 and 3.130 Euro cents during Q3 2016. Meanwhile, the EEA average payments for unbalanced traffic were at 2.748 Euro cents during Q2 2016 and 2.841 Euro cents during Q3 2016. Wholesale rates for SMS At the wholesale level, the 2012 Regulation led to a reduction in the average EEA SMS price (Figures 30-35) to 0.919 Euro cents in Q2 2016 and 0.868 Euro cents in Q3 2016. In comparison, the EEA average price was 13.314 Euro cents in Q2 2009, before the 2009 Regulation came into force. The average price for the balanced traffic was 1.099 Euro cents in Q2 2016 and 1.102 Euro cents in Q3 2016. Over the same time, the average price for the unbalanced traffic was 0.790 Euro cents in Q2 2016 and 0.788 Euro cents in Q3 2016. Wholesale rates for data At the wholesale level, the average data cap of 5 Euro cents in Q2 2016 and Q3 2016 applies in the EEA under the 2012 Regulation. The EEA average price for wholesale data (Figures 47-48) fell to 0.961 Euro cents per MB in Q2 2016 and 0.954 Euro cents per MB in Q3 2016, compared to 1.812 Euro cents and 1.690 Euro Cents in Q2 2015 and Q3 2015. In the 22 The monthly ARRPU was calculated per country by dividing retail revenues (i.e total revenues related to mobile voice, SMS and data traffic. Any other type of revenue, such as those originating from mobile devices, subscription fees to services etc. are not included) in the respective quarters with the total number of domestic and roaming subscribers per country within the same period and dividing it by 3. 10

context of the wholesale inbound roaming costs, the EEA average cost of handling the balanced traffic was 1.259 Euro Cents per MB in Q2 2016 and 1.233 Euro Cents per MB in Q3 2016, whereas the EEA average price for handling the extra traffic was 0.869 Euro Cents per MB in Q2 2016 and 0.892 Euro Cents per MB in Q3 2016 (Figures 45 46). Wholesale agreements (Article 3) In the case of wholesale agreements based on Article 3 of the Roaming Regulation, only some operators submitted these data. BEREC s International Roaming Compliance Report 23 showed that operators negotiated roaming services at the wholesale level individually and that the provision of such services was based on commercial agreements. Some light MVNOs as well as resellers stated that these services continued to be provided on the basis of the existing contracts with national host MNOs. Rest of the world (RoW) retail prices With regard to Rest of World retail voice roaming calls (Figures 6-7), the EEA average RoW tariff for calls made was 61.149 Euro cents in Q2 2016 and 58.025 Euro cents in Q3 2016. The EEA average prices for calls received are given in Figure 7. Receiving calls when roaming outside the EEA area cost 35.968 Euro cents in Q2 2016 and 26.473 Euro cents in Q3 2106. At the same time, data from the operators reveals that the average price for data consumption outside EEA (Figure 44) cost 34.340 Euro cents per MB in Q2 2016 and 23.422 Euro cents per MB in Q3 2016. EEA roaming consumption patterns In respect of EEA volumes of voice, SMS and data roaming services (Figures 21-22, 27 28, 42 43 and 58-59), one particular issue stands out which is the significant difference between these services. While volumes for voice and SMS services show a minimal or small increase from 2012 (1.5 times for calls made, 1.6 times for calls received and 0.8 times for SMS sent comparing Q3 2015 and Q3 2012), data service volumes increased up to around 17.8 times in Q3 2016 compared to Q3 2012 corresponding quarters 24. The data shows that the consumption patterns and the used roaming tariff plans vary significantly between Member States (Figure 17 19). The minutes generated under RLAH+ tariffs account for the majority of voice traffic. Nevertheless customers opted for the RLAH tariffs and in Q3 2015, 29.00 % of minutes of calls made and 18.10 % of minutes of calls received were generated by subscribers of RLAH tariffs (Figures 17-18 and 23-24). For text messages sent while roaming within EEA countries. RLAH tariffs accounted for 33.75 % of the total volume in Q3 2016 (Figures 38-39). There is a significantly different trend in the case of data roaming services. In Q3 2015 around 41.92 % of data traffic was based on the RLAH 23 BEREC International Roaming Compliance Report (Regulation (EU) No 531/512 of the European Parliament and of the Council of 13 June 2012 on roaming), the link: http://berec.europa.eu/eng/document_register/subject_matter/berec/reports/1482-berec-internationalroaming-compliance-report-regulation-eu-no-531512-of-the-european-parliament-and-of-the-councilof-13-june-2012-on-roaming 24 It should be noted that the results displayed in the charts might take into account values from a different number of operators that submitted data in the relevant quarters. In this Report Croatia is also included which could affect total volumes as well. 11

data tariff while roaming (Figures 54-55) 25. However, these results must be analysed with considerable caution due to the difficulties to split roaming traffic related to the tariff plans introduced under the new roaming regime (as explained in the Methodology chapter). The average number of roaming call minutes, SMS and data consumption are given in Figures 20, 26, 41, 57. The average EEA subscriber spent only 8.8 minutes per month calling other mobile users in Q3 2016. The number of received call minutes for subscribers abroad amounted to 9.5 minutes per EEA average roaming subscriber per month in Q3 2016. Data roaming sessions ranged from 8 to 342 Megabyte per roaming subscriber per month. It should be noted that these figures include business traffic. 25 It must be noted that not all countries provided data for prepaid or postpaid alternative tariffs and care should be taken when comparing percentages with voice and SMS services. 12

BEREC CN (17) 33 5. Charts 13

5.1. Domestic services - ARRPU and consumption patterns 5.1.1. Average Retail Revenue per User (ARRPU) 14

1,274 1,286 1,312 1,333 4,022 4,072 3,330 3,485 4,771 5,009 4,023 4,173 4,118 3,933 2,157 2,167 4,212 3,873 6,621 6,657 6,668 6,652 8,185 8,332 10,186 10,392 9,264 9,393 8,821 8,944 8,596 8,697 10,613 10,520 10,329 10,572 12,156 12,245 12,159 12,362 14,541 14,401 14,495 16,331 13,391 14,067 13,279 13,266 13,095 13,621 Euro 18,019 17,969 18,622 18,307 23,405 23,982 32,752 32,204 35 Figure 1: Domestic service: monthly retail revenue per subscriber (ARRPU) (prepaid+ postpaid) 30 25 20 15 10 5 0 Q2 2016 Q3 2016 EEA average excludes Iceland, Portugal, UK 15

5.1.2. Consumption patterns for domestic retail services 16

47,605 45,828 48,797 47,439 61,291 56,912 92,002 84,753 126,523 118,017 112,898 113,155 125,120 118,538 116,096 107,061 120,631 116,956 110,861 108,246 105,079 98,818 105,739 104,694 102,078 103,326 95,238 91,970 159,719 153,268 151,884 148,810 192,876 184,587 216,266 201,936 186,010 180,640 160,775 153,723 208,295 204,907 158,747 154,069 199,571 179,465 157,063 155,621 141,242 131,232 153,831 142,968 138,121 132,479 166,149 154,108 134,501 130,156 202,915 192,746 250 Figure 2: domestic calls made Average number of minutes per month per subscriber (prepaid+ postpaid) Q2 and Q3 2016 200 150 100 50 0 Q2 2016 Q3 2016 EEA average excludes Iceland, UK 17

11,785 14,547 36,726 34,332 41,379 40,245 29,146 28,760 41,573 42,548 34,986 35,089 61,428 75,989 54,562 51,022 91,680 88,074 91,728 84,357 115,019 115,165 125,656 121,744 121,780 113,393 118,309 114,668 97,532 98,752 107,439 102,945 106,933 103,686 100,411 97,318 92,168 85,645 99,729 99,465 69,345 67,885 108,582 105,690 71,336 68,255 126,501 124,714 117,125 107,496 91,930 88,400 137,231 128,004 145,906 136,763 186,262 170,990 212,132 203,126 250 Figure 3: domestic calls received Average number of minutes per month per subscriber (prepaid+ postpaid) Q2 and Q3 2016 200 150 100 50 0 Q2 2016 Q3 2016 EEA average excludes Iceland, UK 18

3,611 3,436 2,634 2,513 13,223 11,963 8,825 8,815 11,737 11,745 6,819 8,548 20,688 19,642 17,915 18,428 16,266 14,893 26,472 25,334 45,465 44,623 38,779 36,374 53,491 51,372 59,239 56,795 53,011 52,019 59,602 53,264 50,181 47,911 50,811 48,235 84,402 83,799 84,251 78,603 73,485 73,882 80,957 74,088 84,514 78,461 76,540 75,413 85,720 94,398 85,036 113,402 108,640 103,028 140,371 135,873 162,038 181,126 200 Figure 4: domestic SMS Average number of SMS per month per subscriber (prepaid+ postpaid) Q2 and Q3 2016 180 160 140 120 100 80 60 40 20 0 Q2 2016 Q3 2016 EEA average excludes Iceland, Spain, UK 19

0,492 0,557 0,401 0,555 0,436 0,482 0,172 0,250 0,772 1,030 0,652 0,728 0,503 0,561 0,535 0,640 0,964 1,258 0,701 0,833 0,584 0,826 0,400 0,330 0,346 0,476 0,340 0,411 0,398 0,419 0,748 0,938 1,142 1,349 0,874 1,055 0,691 0,773 0,522 0,683 0,984 1,153 1,651 1,838 1,881 1,995 1,552 1,795 3,225 3,654 3,186 3,558 2,741 3,126 3,915 4,554 7,720 8,809 10 Figure 5: domestic data services Average consumption per subscriber per month (Gb, prepaid+ postpaid) Q2 and Q3 2016 9 8 7 6 5 4 3 2 1 0 Q2 2016 Q3 2016 EEA average excludes Iceland, Sweden, UK 20

5.2. The development of Roaming Services 5.2.1. Voice roaming services 5.2.1.1 RoW retail prices 21

45,080 30,349 32,859 31,451 44,465 63,093 66,201 63,063 63,386 54,697 64,464 52,238 46,318 43,953 72,701 61,149 58,025 99,533 91,458 84,443 113,977 101,281 88,344 90,801 89,474 77,129 109,473 110,767 135,957 127,541 131,302 142,155 137,570 164,665 171,486 168,622 175,497 euro cents 291,209 350 Figure 6: RoW Average retail price per minute for RoW roaming voice calls made (billed minutes, prepaid+ postpaid) Q2 and Q3 2016 300 250 200 150 100 50 0 Q2 2016 Q3 2016 EEA average excludes Cyprus, Estonia, France, Greece, Iceland, Italy, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Sweden, UK 22

15,929 12,242 7,935 5,733 14,730 8,946 28,293 36,911 29,455 26,240 25,530 26,473 40,547 35,968 53,330 52,015 47,263 47,386 47,333 49,866 49,515 61,769 55,338 57,144 66,393 69,479 67,479 65,326 62,960 77,452 83,503 79,375 73,624 86,071 95,647 130,339 138,297 euro cents 160,849 180 Figure 7: RoW Average retail price per minute for RoW roaming voice calls received (billed minutes, prepaid+ postpaid) Q2 and Q3 2016 160 140 120 100 80 60 40 20 0 Q2 2016 Q3 2016 EEA average excludes Cyprus, Estonia, France, Greece, Iceland, Italy, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Sweden, UK 23

5.2.1.2 Wholesale prices 24

0,183 1,622 1,140 2,008 2,285 3,135 3,295 3,321 4,247 3,566 3,621 2,940 3,671 2,091 4,414 4,488 4,268 1,992 2,980 2,497 2,674 3,976 3,425 4,010 4,331 3,902 4,789 2,890 3,747 3,990 3,552 3,094 2,354 3,363 3,220 3,656 1,933 3,497 3,316 3,837 4,171 3,557 2,841 3,103 3,472 3,402 3,214 2,748 5,036 6,801 euro cents 10,126 Figure 8: Average wholesale price per minute for intra EEA roaming voice calls: charges for balanced and unbalanced traffic (wholesale roaming inbound) Q2 2016 12 10 8 6 4 2 0 balanced traffic Q2'16 unbalanced Q2'16 While the measure of balanced/unbalanced traffic should include volumes and revenues from all operators per country, such information is currently available for a limited number of NRAs. For some countries, even if a data set is available, not all operators are included. Please also read carefully Chapter on the methodology for the data collection on page 6. Cyprus: statistics on revenues have been stated by the providers as received and not as billed therefore revenue received corresponding to other periods with higher rates might be included in the data reported, Norway: the Q2 16 value is based on data from June 2016, Ireland, Italy, Portugal: estimates are based on data from different number of operators than estimates in Figure 10 and 11, EEA average (balanced traffic) excludes Cyprus, France, Iceland, UK EEA average (unbalanced traffic) excludes Cyprus, France, Iceland, UK 25

0,907 0,664 1,584 2,908 3,309 3,274 3,405 2,608 3,956 3,577 3,494 3,730 2,149 2,964 1,874 2,968 2,612 1,739 2,391 2,291 3,190 3,032 3,144 1,625 2,578 4,440 4,089 3,284 4,037 4,357 3,852 4,903 2,922 3,713 4,012 4,479 3,330 3,006 3,018 2,877 2,748 3,130 2,841 3,565 3,680 3,589 5,081 4,966 euro cents 8,999 10,412 Figure 9: Average wholesale price per minute for intra EEA roaming voice calls: charges for balanced and unbalanced traffic (wholesale roaming inbound) Q3 2016 12 10 8 6 4 2 0 balanced traffic Q3'16 unbalanced Q3'16 While the measure of balanced/unbalanced traffic should include volumes and revenues from all operators per country, such information is currently available for a limited number of NRAs. For some countries, even if a data set is available, not all operators are included. Please also read carefully Chapter on the methodology for the data collection on page 6. Cyprus: statistics on revenues have been stated by the providers as received and not as billed therefore revenue received corresponding to other periods with higher rates might be included in the data reported, Ireland, Italy, Portugal: estimates are based on data from different number of operators than estimates in Figure 10 and 11 EEA average (balanced traffic) excludes Cyprus, France, Iceland, UK EEA average (unbalanced traffic) excludes Cyprus, France, Iceland, Norway, UK 26

1,622 1,956 3,545 2,807 3,783 3,295 3,468 3,139 2,826 3,723 5,453 4,354 3,860 3,595 4,464 3,305 2,802 4,431 4,772 4,268 3,709 3,165 3,388 2,827 3,931 3,604 2,685 3,667 3,895 3,442 4,372 4,327 3,967 3,816 4,711 3,859 3,871 5,034 2,534 4,094 3,296 4,661 3,656 4,369 1,708 2,419 2,532 4,618 3,846 4,561 3,557 4,763 5,036 3,517 2,923 4,458 3,254 4,108 2,414 3,743 2,921 euro cents 9,579 10,001 Figure 10: Total wholesale traffic (wholesale roaming inbound) Average wholesale price per minute for intra EEA roaming voice calls Q2 2016 12 10 8 6 4 2 0 Q2'15 Q2'16 Price cap While the measure of balanced/unbalanced traffic should include volumes and revenues from all operators per country, such information is currently available for a limited number of NRAs. For some countries, even if a data set is available, not all operators are included. Please also read carefully Chapter on the methodology for the data collection on page 6. Cyprus: statistics on revenues have been stated by the providers as received and not as billed therefore revenue received corresponding to other periods with higher rates might be included in the data reported, Norway: the Q2 16 value is based on data from June 2016, Ireland, Italy, Portugal: estimates are based on data from different number of operators than estimates in Figure 8 and 9 EEA average (Q2 2016) excludes Cyprus, Iceland, Luxembourg 27

1,584 1,959 3,637 3,028 3,744 3,274 3,280 3,208 2,665 3,610 5,256 4,761 3,732 3,494 4,212 3,387 3,435 4,304 4,746 4,440 3,739 3,185 3,288 2,820 3,804 3,451 2,673 3,604 3,391 3,528 4,390 4,345 3,865 4,014 4,733 3,834 3,756 4,395 5,004 2,317 3,296 3,117 4,050 2,999 3,822 1,700 2,086 2,126 4,756 3,570 4,621 3,589 4,779 5,081 3,610 2,955 4,479 3,161 4,162 2,236 3,565 2,905 euro cents 10,049 Figure 11: Total traffic (wholesale roaming inbound) Average wholesale price per minute for intra EEA roaming voice calls Q3 2016 12 10 8 6 4 2 0 Q3'15 Q3'16 Price cap While the measure of balanced/unbalanced traffic should include volumes and revenues from all operators per country, such information is currently available for a limited number of NRAs. For some countries, even if a data set is available, not all operators are included. Please also read carefully Chapter on the methodology for the data collection on page 6. Cyprus: statistics on revenues have been stated by the providers as received and not as billed therefore revenue received corresponding to other periods with higher rates might be included in the data reported, Ireland, Italy, Portugal: estimates are based on data from different number of operators than estimates in Figure 8 and 9 EEA average (Q3 2016) excludes Cyprus, Iceland 28

6,693 6,348 4,980 4,782 3,715 3,743 3,565 3,686 3,214 2,921 2,905 12,706 25,035 24,914 24,508 23,988 22,513 21,560 22,256 22,337 21,046 21,152 19,624 19,681 18,251 18,241 16,797 14,986 14,865 12,928 11,225 10,339 8,976 9,297 17,173 27,715 39,331 46,188 euro cents 60 Figure 12: EEA average wholesale price per minute for wholesale roaming voice calls 50 40 30 20 10 0 Q2 '07 Q3 '07 Q4 '07 Q1 '08 Q2 '08 Q3 '08 Q4 '08 Q1 '09 Q2 '09 Q3 '09 Q4 '09 Q1 '10 Q2 '10 Q3 '10 Q4 '10 Q1 '11 Q2 '11 Q3 '11 Q4 '11 Q1 '12 Q2 '12 Q3 '12 Q4 '12 Q1 '13 Q2 '13 Q3 '13 Q4 '13 Q1 '14 Q2 '14 Q3 '14 Q4 '14 Q1 '15 Q2 '15 Q3 ' Q4 ' Q1 15 15 '16 Q2 '16 Q3 '16 wholesale voice averages Price cap 29

0,595 0,557 2,442 2,324 5,081 5,767 16,408 17,515 14,052 15,253 22,086 22,344 18,909 17,522 12,656 13,834 12,537 12,166 19,374 19,070 14,821 14,135 17,965 19,087 14,062 21,910 15,013 14,298 10,075 9,961 10,917 9,287 9,136 21,361 17,988 26,280 24,072 22,291 18,650 14,598 13,743 14,316 18,002 19,103 19,240 12,984 14,376 32,412 32,813 35,574 30,794 31,674 31,566 29,876 43,421 45,632 43,117 43,261 59,165 66,399 76,889 euro cents 86,357 Figure 13: Average wholesale price per minute in Q2 and Q3 2016 (prepaid+postpaid) RoW traffic 100 90 80 70 60 50 40 30 20 10 0 Q2 2016 Q3 2016 30

euro cents Figure 14: EEA and RoW average wholesale price per minute 16 14,376 14 12,984 12 10 8 6 4 3,214 3,130 2,921 2,905 2,748 2,841 2 0 Q2 2016 Q3 2016 RoW traffic balanced traffic total traffic unbalanced traffic 31

Figure 15: Wholesale roaming inbound Proportion of balanced/unbalanced traffic within EEA countries Q2 2016 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0,95% 2,70% 11,45% 17,62% 23,18%23,90% 31,28% 29,19% 31,63% 31,72% 29,39% 29,60% 30,44% 42,62% 46,28% 46,77% 51,16% 58,05% 51,23% 67,49% 77,04% 75,76% 100,00% 100,00% 100,00% 100,00% 99,05% 100,00% 97,30% 100,00% 88,55% 82,38% 69,56% 76,82%76,10% 70,81% 68,37% 68,28% 70,61% 68,72% 70,40% 57,38% 48,77% 53,72% 53,23% 48,84% 41,95% 32,51% 22,96% 24,24% 0% balanced traffic unbalanced traffic While the measure of balanced/unbalanced traffic should include volumes from all operators per country, such information is currently available for a limited number of NRAs. For some countries, even if a data set is available, not all operators are included. Please also read carefully Chapter on the methodology for the data collection on page 6. Italy: Operators reported that the splitting balanced/unbalanced traffic has been estimated and no accounting/certified information is available. Portugal: estimates are based on partial information provided by two operators, Norway: the Q2 16 value is based on data from June 2016, EEA excludes Czech Republic, France, Iceland, UK 32

Figure 16:Wholesale roaming inbound Proportion of balanced/unbalanced traffic within EEA countries Q3 2016 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 29,72% 70,28% 100,00% 24,78% 75,22% 91,29% 8,71% 52,38% 47,62% 21,73% 18,00% 82,00% 78,27% 41,61% 58,39% 79,24% 20,76% 100,00% 35,02% 42,60% 64,98% 57,40% 2,37% 97,63% 44,90% 40,35% 55,10% 59,65% 3,07% 96,93% 73,88% 26,12% 46,13% 53,87% 4,61% 95,39% 39,72%40,27% 60,28%59,73% 4,79% 95,21% 100,00% 100,00% 26,94% 36,58% 44,53% 73,06% 63,42% 55,47% balanced traffic unbalanced traffic While the measure of balanced/unbalanced traffic should include volumes from all operators per country, such information is currently available for a limited number of NRAs. For some countries, even if a data set is available, not all operators are included. Please also read carefully Chapter on the methodology for the data collection on page 6. Italy: Operators reported that the splitting balanced/unbalanced traffic has been estimated and no accounting/certified information is available, Portugal: estimates are based on partial information provided by two operators EEA excludes Czech Republic, France, Iceland, UK 33

5.2.1.3 Consumption patterns 34

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 11,00% 8,91% 5,88% 3,95% 0,69% 8,61% 11,69% 8,54% 4,15% 6,69% 10,87% 19,72% 6,65% 4,39% 19,28% 16,09% 22,67% 16,45% 7,95% 22,07% 37,93% 26,96% 38,47% 9,86% 40,29% 40,81% 37,66%36,85% 38,74% 42,99% 41,66% 9,09% 26,42% 9,71% 45,57% 4,68% 30,02% 44,24% 59,71% 59,75% 59,77% 16,70% 62,14% 71,03% Figure 17: Percentage of total minutes of calls made: RLAH, RLAH +, fixed periodic tariff, alternative tariff Q2 2016 5,45% 8,50% 77,66% 69,08% 51,45% 45,06% 13,40% 5,17% 6,15% 0,43% 22,04% 39,49% 80,28% 77,14% 3,21% 34,32% 17,70% 19,88% 36,69%36,11% 40,59% 0,00% 30,29% 50,80% 10,00% 5,34% 0,87% 51,12% 21,53% 0,45% 39,80% 44,54% 62,21% 26,23% 38,96% 38,29% 13,32% 64,65% 44,83% 28,11%38,20% 40,23% 37,72% 28,15% 32,34% 25,37%24,48% 0,50% 17,51% 25,43% 24,52% 15,96% 49,45% 22,09% 8,64% 4,18% 36,75% RLAH RLAH+ fixed periodic tariff alternative tariff EEA average excludes Denmark, Finland, Iceland, Portugal, UK Finland: fixed periodic tariff data has been combined with alternative tariff data, RLAH has been combined with RLAH+ 35

100% 90% 80% 70% 60% 50% 40% 26,01% 5,75% 68,47% Figure 18: Percentage of total minutes of calls made: RLAH, RLAH +, fixed periodic tariff, alternative tariff Q3 2016 3,23% 3,57% 3,32% 10,42% 12,67% 20,41% 13,82% 70,35%82,61% 28,35% 39,44% 37,23% 10,38% 18,30% 5,15% 12,79% 2,53% 14,59% 10,14% 87,21% 82,17% 5,91% 26,15% 33,74% 23,50% 9,69% 34,59% 8,64% 15,65% 52,25% 0,00% 38,02% 25,03% 0,82% 42,15% 38,73% 0,66% 0,45% 4,05%3,88% 3,16% 9,53% 3,71% 69,03% 48,19% 36,51% 37,88% 66,34% 10,45% 24,11% 53,34% 25,03%25,95% 32,17% 37,99% 7,82% 15,09% 9,82% 26,72% 22,31% 34,06% 10,33% 52,19% 15,71% 40,19% 30% 20% 10% 0% 63,20% 68,34% 43,33% 13,12% 6,00% 6,85% 0,36% 0,00% 0,00% 44,46% 39,42% 48,51% 43,03% 35,99% 55,56% 8,33% 5,68% 0,74% 32,00% 60,61% 21,00% 44,05% 21,73% 29,96% 0,55% 46,66% 65,44% 45,52% 40,91% 36,63%45,19% 10,70% 6,49% 30,17%29,00% RLAH RLAH+ fixed periodic tariff alternative tariff EEA average excludes Denmark, Finland Iceland, Portugal, UK Finland: fixed periodic tariff data has been combined with alternative tariff data, RLAH has been combined with RLAH+ 36

100% Figure 19: EEA percentage and volumes of total minutes of calls made: RLAH, RLAH+, fixed periodic tariff, alternative tariff (millions of minutes) 90% 22.07%, 397,430 15.09%, 372,436 80% 70% 16.70%, 300,683 15.71%, 387,667 60% 50% 40% 36.75%, 661,740 40.19%, 991,669 30% 20% 10% 24.48%, 440,910 29.00%, 715,593 0% Q2 2016 Q3 2016 RLAH RLAH+ Fixed periodic tariff alternative tariff 37

1,982 3,590 4,488 5,535 5,912 8,529 9,099 6,765 8,326 7,517 6,984 6,641 6,688 5,629 4,518 5,421 4,931 3,685 7,596 13,644 14,242 12,153 11,856 12,772 13,794 10,905 10,411 9,912 12,306 9,055 9,594 7,700 8,516 7,032 7,335 9,607 9,853 11,948 10,996 13,235 12,543 13,441 10,463 9,418 10,648 9,766 8,479 8,763 14,477 17,722 18,448 18,987 21,019 20,191 19,820 17,614 19,357 19,345 25,267 26,776 27,425 30 Figure 20: roaming calls made Average number of minutes per month per roaming subscriber Q2 and Q3 2016 25 20 15 10 5 0 Q2 2016 Q3 2016 Norway: the Q2 16 value is based on data from June 2016 EEA average excludes Iceland, UK 38

21,342 124,370 135,311 115,898 108,372 122,450 94,793 100,052 79,986 84,275 130,939 203,526 167,295 190,339 182,740 204,884 148,981 178,964 141,476 182,050 133,223 112,838 84,882 180,596 135,753 222,788 128,602 125,303 175,966 151,229 159,281 118,629 104,070 120,645 57,157 117,749 112,187 121,154 100,248 146,627 110,898 87,398 151,252 151,415 219,807 269,010 209,120 262,317 306,308 289,560 294,940 310,000 282,913 330,881 386,172 471,584 451,394 479,822 546,073 668,168 634,037 800 Figure 21: Outgoing international roaming traffic Index, intra-eea roaming calls in Q2 2016 (Q2 2012 = 100, Croatia, Liechtenstein: Q2 2013 = 100) 700 600 500 400 300 200 100 0 Q2 '14 Q2 '15 Q2'16 Norway: the Q2 16 value is based on data from June 2016 EEA average Q2 2016 excludes, Denmark, Iceland, UK 39

122,274 138,819 111,089 124,483 91,690 107,719 66,903 78,620 35,051 160,912 159,710 132,513 257,885 203,071 229,277 154,093 177,030 110,602 167,963 89,846 99,690 87,715 97,636 96,015 178,898 240,182 262,222 275,709 139,591 245,535 149,414 145,188 154,786 166,206 181,740 117,298 139,263 108,004 95,898 97,028 102,141 165,334 90,720 275,914 255,544 212,847 266,299 173,373 148,384 149,993 325,988 343,315 295,533 284,670 319,781 353,101 487,627 434,279 509,736 516,565 984,334 1 000 Figure 22: Outgoing international roaming traffic Index, intra-eea roaming calls in Q3 2016 (Q3 2012 = 100, Croatia, Liechtenstein: Q3 2013 = 100) 900 800 700 600 500 400 300 200 100 0 Q3 '14 Q3 '15 Q3 '16 EEA average Q3 2016 excludes, Denmark, Iceland, UK 40

100% 90% 80% 70% 60% 50% 40% 30% 11,03% 9,37% 6,16% 3,54% 7,90% 10,39% 13,24% 4,60% 8,89% 3,73% 27,43% 27,84% 5,91% 31,06% 27,72% 35,77% 14,28% 34,69% 34,89% 21,82% 16,58% 66,43% 74,30% Figure 23: Percentage of total minutes of calls received: RLAH, RLAH+, fixed periodic tariff and alternative tariff Q2 2016 1,33% 69,84% 84,95% 6,00% 68,74% 60,15% 24,23% 72,16% 74,09% 65,67% 3,20% 37,41% 38,81% 66,08% 0,00% 53,16% 18,95% 0,10% 40,47% 6,37% 6,09% 9,82% 59,34% 57,78% 62,12% 12,91% 58,73% 6,66% 5,91% 57,98% 84,32% 17,64%32,30% 75,15% 0,43% 1,41% 8,40% 4,85%5,45% 1,70% 44,36% 24,43% 31,19% 0,00% 62,15%62,66%20,76% 21,56%20,85% 22,88% 30,02% 48,56% 52,32% 20% 10% 0% 40,00% 11,74% 0,71% 1,40% 2,78% 28,49% 40,23% 35,01% 37,88% 31,37% 31,91% 24,70% 18,03% 11,95% 14,26% 0,67% 5,80% 10,31% 4,75% 0,81% 21,46% 46,43% 39,77% 24,50% 14,99% RLAH RLAH+ fixed periodic tariff alternative tariff EEA average excludes Denmark, Finland, Iceland, Portugal, UK Finland: fixed periodic tariff data has been combined with alternative tariff data, RLAH has been combined with RLAH+ 41