PT refers that it is impossible to establish values for 100% of clients. In the alternative, that company suggests the publication of the average and possibly of the maximum time for a specific percentile.
ANACOM's position
Given the difficulties mentioned concerning the measurement of levels of quality of service and the fact that some of the parameters provided for in the version of the annex submitted to consultation covered parameters for which there are obligations provided for in the law or regulation and which make their disclosure compulsory, it is deemed justified to recast the list of parameters which in this scope are merely recommended.
Considering the above, the annex to the determination on the object and form of public disclosure of conditions of provision and use of electronic communication services is recast to read as follows:
«Parameters of quality of electronic communication services suggested by ANACOM to assist operators in defining levels of quality to be provided on average to their customers:
a) Maximum service start-up time:
Time measured in consecutive calendar days/hours, from the moment the customer submits a valid service application up to the moment in which the service is actually made available, where such time is outside the customer's control.
Maximum service start-up times for changes to service modes/features, change of customer address and the set-up of additional services must also be taken into account.
b) Service interruption/suspension time:
Monthly time of service interruption/suspension, measured in hours per month from the moment the customer presents the complaint up to the moment the service is restored, where such time is outside the customer's control.
If the service has not been restored by the end of the month, the time calculation restarts on the first day of the following month.
c) Fault repair time:
Monthly time, measured in consecutive hours, from the instant the customer reports a valid fault to the services of the provider, which entails the creation and register of a claim number, to the instant where the service has been restored to full normal working order, that is, where the initial situation that existed before the fault occurred has been restored. The time for which the customer is responsible shall not be accounted for.
d) Time to disconnect/disable services:
Time measured in consecutive hours from the moment a valid application for service termination is received from the customer up to the moment the service is actually disconnected, where such time is outside the customer's control. Valid application means any request attaching the necessary documents.
e) Maximum response time for customer claims and information requests:
Time measured in calendar days from the date the provider is presented with the claim/information request, up to the date the claim decision is notified to the claimer/date the response to the information request is sent by the company. The time for which the customer is responsible shall not be accounted for.»
