ANACOM has already established the set of quality of service parameters and the performance objectives applying to the universal service, which the universal service provider - PT Comunicações - has to comply with and of which it has to inform consumers and the regulator. According to ANACOM's decision, the defined quality of service parameters are the supply time for initial network connection; the fault rate per access line; the fault repair time; the unsuccessful calls; the call set-up time; the response time for operator services; the response time for the directory enquiry services; the proportion of coin and card operated public pay-telephones in working order; and the invoice correctness complaints.
Having to fulfil theses parameters does not free the universal service providers of also having to comply with the quality regulation applying to the telephone service at a fixed location, even because, in many cases, the parameters are the same.
Besides having to comply with the parameters defined by ANACOM's determination, PT - Comunicações must also measure the quality levels it has reached and inform the regulator, by sending a report with each parameter’s monthly measurements, until the last working day of the month following the end of the quarter.
The universal service provider should also inform consumers, before putting any contract for signing, about the quality of service it offers. Therefore, it should publicize on a yearly basis - until the last working day of January - the performance levels registered in the previous year, for each parameter. It should also inform consumers on the performance levels that it intends to offer along the year.
The universal service provider must start fulfilling the obligation of informing the regulator of the performance levels it obtains within six months. The performance levels demanded by the regulator are quantified for each defined parameter.
Besides having already made a quality regulation for the telephone service at a fixed location and established the quality parameters applying to the universal service, the regulator still intends to set the quality parameters applying to other electronic communications services.
It should be reminded that the universal service is made up of a minimum set of provisions, of a specific quality, available to all consumers at an accessible price, regardless of their geographical localization. The minimum set of provisions that the universal service must make available includes the connection to the public telephone network at a fixed location, the access to the publicly available telephone services at a fixed location; the release of a complete telephone directory and of a directory information service; and an appropriate offer of public phones.
Consult:
- Applicable parameters of quality of service and performance targets https://www.anacom.pt/render.jsp?contentId=1086422
