Model of disclosure for the provision by companies to end-users of the information on quality of service set forth in regulation no 372/2009 of 28 August, amending regulation no 46/2005 of 14 June, republished pursuant to declaration of rectification no 2457/2009 of 6 October
This document defines the format recommended by ANACOM for the disclosure of information on Quality of Service which, under Regulation No 372/2009 of 28 August, amending Regulation No 46/2005 of 14 June and subject to subsequent republication pursuant to Declaration of Rectification No 2457/2009 of 6 October (hereinafter referred to as Regulation No 372/2009), shall be made available to end-users by the companies providing the service of access to the public telephone network at a fixed location and the publically available telephone service at a fixed location (FTS).
Under the terms of the Law of Electronic Communications (Law No 5/04 of 10 February) the companies in question shall publish and provide end-users with information on the quality of their services, which information shall be comparable, clear, complete and up-to-date.
The present model of disclosure includes some additional rules further to those established in the QSR in order to facilitate effective comparison and comprehension by users of the information provided by different companies through:
- greater harmonisation of content and format, as well as the introduction of additional explanatory notes;
- the definition of rules which make it easier to identify and locate quality of service information on the websites of these companies.
In this context, a set of procedures and tables, is set out below, which should be adopted by companies for the submission of this information to end-users.
I. Information to be made available on the website of each company
Under paragraph 6 of article 7 of Regulation No 372/2009, the information on quality of service must be disclosed on the website of companies providing the FTS, where existing, in a clear and easily identifiable manner.
Concerning the dissemination of information on quality of service on the respective websites it is recommended that companies adopt the following rules:
I.1 The website of the company shall contain a link on the homepage with the title "Qualidade do Serviço Telefónico Fixo" (Quality of the Fixed Telephone Service) 1 which should give access to a page with the same title. The company may instead choose to display this link on each of the main pages of the website providing information on each commercial FTS offer divulged on the website.
I.2 The link "Qualidade do Serviço Telefónico Fixo", shall give access to a page with the same title, containing the following introductory text:
“A informação de qualidade de serviço disponibilizada pela (nome da empresa) foi definida pelo ICP-ANACOM no Regulamento nº372/2009, publicado a 28 de Agosto (Declaração de rectificação n.º 2457/2009, de 6 de Outubrohttps://www.anacom.pt/render.jsp?contentId=983509).
Nos termos do referido Regulamento todas as empresas que prestam o Serviço Telefónico Fixo devem divulgar aos utilizadores finais informação sobre o conjunto de parâmetros constante do respectivo Anexo. O objectivo da disponibilização desta informação é permitir aos utilizadores finais comparar a qualidade de serviço que as diferentes empresas praticam.” (The information on quality of service provided by (company name) was defined by ICP-ANACOM in Regulation No 372/2009, published on 28 August (Declaração de rectificação n.º 2457/2009, de 6 de Outubrohttps://www.anacom.pt/render.jsp?contentId=983509).
Under this regulation all companies which provide the Fixed Telephone Service shall provide end-users with information on the parameters set out in the respective Annex. The purpose of making this information available is to enable users to compare the quality of service provided by the different companies).
I.3 On the same page and immediately following the introductory text the following links should be provided (end-users should be able to directly access each link separately):
(i) Informação sobre os objectivos de desempenho definidos pela (nome da empresa) para oferta no ano (XXXX) (Information on the performance targets defined by (company name) for the year (XXXX) 2)
(ii) Informação sobre os valores de qualidade de serviço apurados pela (nome da empresa) relativamente ao ano (XXXX-1) (Information on the values of quality of service reported by (company name) with respect to the year (XXXX-1) 3)
I.4 None of the pages accessible through the links specified in I.2 and I.3 may contain any other information, and especially not information of a commercial nature.
I.5 If the company wishes to disclose additional information on quality of service beyond that provided for under this QSR, this may be hosted on the page "Qualidade do Serviço Telefónico Fixo” (Quality of Fixed Telephone Service), but should be accessible through another link which is clearly separate from the other previous links and which shall have the following title: "Outra informação sobre qualidade de serviço” (Other information on quality of service).
I.6 The link “Informação sobre os objectivos de desempenho definidos pela (nome da empresa) para o ano (XXXX)" (Information on the performance targets established by (company name) for the year (XXXX)) should give access to tables 1 and/or 2 (duly completed by the company) and the notes thereto. Tables 1 and 2 set out the information provided for in paragraph b) of paragraph 2 of article 7 of Regulation No 372/2009.
I.7 The link “Informação sobre os valores de qualidade de serviço apurados pela (nome da empresa) relativamente ao ano (XXXX-1)” (Information on the values of quality of service calculated by (company name) with respect to the year (XXXX-1)) should give access to table 3 and/or 4 (duly completed by the company) and the notes thereto. These two tables set out the information referred to in paragraph a) of paragraph 2 of article 7 of Regulation No 372/2009.
I.8 In order to ensure that the information is properly visible for users, the data included in tables 1 to 4 as well as related titles and footnotes should be presented in "Arial " and with a font size not less than 10 or in an equivalent format.
I.9 Any page footnotes that the companies may need to include should, also for the reasons detailed above, be presented in "Arial" and with a font size of not less than 8 or in an equivalent format .
I.10 Where the parameters listed in Tables 1 to 4 do not apply, at present, companies should enter the abbreviation "na" (not applicable) in the fields corresponding to these values, indicating in "Observations" the reason why these parameters do not apply.
I.11 Whenever there are no occurrences to report with respect to any of the indicator contained in tables 1 to 4, companies should enter 0 (zero) in the respective field(s).
I.12 With regard to Tables 1 to 4, the specifications of completion and the parts of footnotes and the explanatory notes shown in blue are intended for the companies and should be removed from the tables where they are located before the information is released to the users.
II. Information to be made available points of sale
Under paragraph 4 of Article 7 of Regulation No 372/2009, the information on quality of service should be announced and made available to users, in writing, at all points of sale of the FTS 4, with the presentation of contractual proposals at the home or through techniques of distance communication.
With respect to the disclosure of information on quality of service at points of sale, it is recommended that the following rules be adopted:
II.1 The ability of users to obtain written information about quality of service at all points of sale of the FTS should be announced in a prominent and visible place. In the case of agents who are not engaged exclusively in the marketing of telecommunications services, this notice must be posted in the area where the agent makes the sale or provides information on these services.
II.2 The notice described in II.1 shall have the following wording: "Neste balcão pode solicitar informação escrita sobre a qualidade do Serviço Telefónico Fixo” (You can request written information about the quality of the Fixed Telephone Service at this counter.)
II.3 If the information reported in II.2. is available online, it should be provided to users, in writing, upon request, by printing out the information on quality, provided on the website of the company pursuant to paragraph I. of the present Model of Disclosure, in full.
II.4 If the information referred to in II.2 is not available online, the following information must be provided to users in writing upon request:
- Tables 1 and/or 2 (duly completed by the company) and the notes thereto;
- Tables 3 and/or 4 (duly completed by the company) and the respective explanatory notes.
II.5 Where the parameters listed in Tables 1 to 4 do not apply to companies at that moment they should enter the abbreviation "n.a" (not applicable), stating in the "Observations" the reason why these parameters do not apply.
II.6 Whenever there are no occurrences to report with respect to any of the indicators contained in tables 1 to 4, companies should enter 0 (zero) in the respective field(s).
II.7 The specifications of completion, as mentioned in the previous paragraph, which are shown in blue, are intended only for the companies and should be removed from the tables where they are located before the information is released to the users.
Notes
1 Where the company provides bundled services, it should provide a footnote on the quality of the FTS with the following wording: " Para aceder a informação sobre a qualidade do STF consulte aqui (For information on the quality of the FTS, see here - by clicking on the word "aqui" (here), the user should be referred to the link "Qualidade do Serviço Telefónico Fixo", identified in I.1)
2 The year XXXX is the current year.
3 Year XXXX-1 corresponds to the previous year.
4 In accordance with paragraph 4 of article 7 of the Regulation, the term "points of sale of the FTS" shall mean all shops and any place from which electronic communications companies, their agents and distribution partners, market or promote the sale of an electronic communications service covered by Regulation No 372/2009. In the case of sale through door to door agents, the recommendations set out in paragraphs II.1, II.2 and II.3 do not apply.
Annexs:
Annex 2: Tables 1 and 2 - Performance targets
Annex 2: Tables 1 and 2 - Performance targets
