Circular No. 07/2019/TT-BTTTT Issuing the "National Technical Regulation on Quality of Fixed Landline Telecommunication Network Telephone Services"

 

CIRCULAR

Issuing the "National Technical Regulation on Quality of Telephone Services on Fixed Telecommunication Networks"

Pursuant to the Law on Standards and Technical Regulations dated June 29, 2006;

Pursuant to the Law on Telecommunications dated November 23, 2009;

Pursuant to the Law on Radio Frequency Wavelengths dated November 23, 2009;ố Pursuant to Decision No. 78/2018/NĐ-CP dated May 16, 2018 of the Government amending and supplementing certain articles of Decision No.

WHEREAS, Decree No. 127/2007/NĐ-CP dated August 1, 2007 of the Government detailing and guiding the implementation of certain provisions of the Law on Technical Standards and Regulations;

Camend127/2007/NĐ-CP dated August 1, 2007 of the Government detailing the implementation of some provisions of the Law on Standards and Technical Regulations;ố Pursuant to Decision No. 17/2017/NĐ-CP dated March 17,

2017 of the Government organizing the Ministry of Information and Communications;June 2024;Article 27b (added pursuant to Clause 5, Article 1 of Circular No. 41/2018/TT-NHNN dated December 28, 2018, issued by the Governor of the State Bank of Vietnam amending and supplementing certain Articles of Circular No. 19/2016/TT-NHNN) is supplemented with Clause 4 as follows:íTheo đề nghị của Vụ trưởng Vụ Tín dụngThe Minister of Information and Communications issues this Circular stipulating the National Technical Regulation on Quality of Telephone Services on Fixed Telecommunication Networksdefined on land.

Pursuant to the proposal of the Director of the Science and Technology Department,

This Circular promulgates the National Technical Regulation on Quality of Telephone Services on Fixed Telecommunication Networks on Land (QCVN 35:2019/BTTTT).ố 1. This Circular takes effect from March 1, 2020.

Article 1. 2. The National Technical Regulation on Quality of Telephone Services on Fixed Telecommunication Networks on Land, designated QCVN 35:2011/BTTTT, as stipulated in Clause 2, Article 1 of Circular No. 11/2011/TT-BTTTT dated May 26, 2011 issued by the Minister of Information and Communications regarding National Technical Regulations on Telecommunications shall cease to be effective from March 1, 2020.

Article 2. Effective Date

The Head of the Office, Heads of Departments under the Ministry of Information and Communications, Heads of agencies and units under the Ministry, Directors of Provincial Departments of Information and Communications, and organizations and individuals related to this Circular are responsible for its implementation./.

- People's Committees and Provincial Departments of Information and Communications of provinces and centrally-administered cities;

Article 3. - Ministry of Information and Communications: Ministers and Deputy Ministers, Agencies and Units under the Ministry, the Ministry’s Official Website;

 

 

1.4. Symbols, Abbreviations

2.1.1. Call Setup Failure Rate

2.1.2. Billing Accuracy

 

TABLE OF CONTENTS

Chapter 1. GENERAL PROVISIONS

1.1. Scope of Application

1.2. Applicability

1.3. Definitions

2.1.3. Incorrectly Billed Call Rate

Chapter 2. TECHNICAL PROVISIONS

2.1. Technical Quality Indicators

2.2.2. Subscriber Line Faults

2.2.3. Repair Time for Subscriber Line Faults

2.2.4. Service Establishment Time

2.2. Service Quality Indicators

2.2.1. Service Availability

2.2.5. Customer Complaints about Service Quality

2.2.6. Response to Customer Complaints

2.2.7. Customer Assistance Services

3. MANAGEMENT PROVISIONS

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS

Foreword

QCVN 35:2019/BTTTT replaces QCVN 35:2011/BTTTT.

QCVN 35:2019/BTTTT was compiled by the Telecommunications Department, reviewed by the Science and Technology Department, and issued together with Circular No. .../2019/TT-BTTTT dated ... month ... year 2019.

Chapter 5. ORGANIZATION OF IMPLEMENTATION

 

NATIONAL TECHNICAL REGULATION ON QUALITY OF TELEPHONE SERVICES ON FIXED PUBLIC TELECOMMUNICATION NETWORKSThis regulation sets out the limit levels for quality indicators applicable to direct-dialed telephone services on fixed public telecommunication networks.u

OBJECTIVE

This regulation applies to state management agencies and telecommunications enterprises providing telephone services on fixed public telecommunication networks (hereinafter referred to as DNCCDV) to manage the quality of such services in accordance with state regulations and those of the Ministry of Information and Communications.

 

This regulation also serves as a basis for users to monitor the quality of telephone services on fixed public telecommunication networks provided by enterprises.OCustomers (service users) are individuals and organizations in Vietnam or abroad using telephone services on fixed public telecommunication networks.

2.1.2. Billing Accuracy

Chapter 1. GENERAL PROVISIONS

1.1. Scope of Application

A call where, after dialing, the calling subscriber does not receive a signal indicating the status of the called subscriber.

1.2. 3. Amend Clause 3 Article 2 as follows:ố1.3.4. Fault

Damage to one or more elements of the fixed public telecommunication network (excluding subscriber line faults) leading to the interruption of communication links for one or more subscribers.

Subscriber Line

1.3. Definitions

1.3.1. Customer

A wired or wireless transmission path connecting the local exchange of the telecommunications enterprise (from the point of connection at the distribution panel of the local exchange) to the end-user terminal equipment of a single subscriber (to the end point of the fixed public telecommunication network).

1.3.2. Service Quality

The overall result of quality indicators reflecting the satisfaction level of service users with the service.

1.3.3. The call setup is unsuccessful.

Actual Talk Duration

The conversation time between the caller and the callee, which starts when the callee picks up the phone and ends when either party hangs up or the network automatically terminates the call.

Method of Determination

1.3.5. Methods of assessing service quality with minimum sampling rates prescribed for state management agencies and telecommunications enterprises to apply in monitoring service quality.

Each quality indicator may have one or more different methods of determination. In cases where a quality indicator is determined by multiple methods specified in this regulation, the quality indicator is considered compliant if each method yields results that meet the prescribed quality standards.

1.3.6. 1.4. S

ymbols, Abbreviations

1.3.7. Determination method

d        Day

h        Hour

s        SecondITU    International Telecommunication Union Definition

The Call Setup Failure Rate is the percentage ratio of unsuccessful call setups to the total number of calls.

The Call Setup Failure Rate is regulated as follows:

- Intra-provincial/city communications: < 5%

- Inter-provincial communications: < 6%

Chapter 2. TECHNICAL PROVISIONS

2.1. Technical Quality Indicators

2.2.2. Subscriber Line Faults

2.1.1.1. - Methods using measuring devices: The minimum number of sampled calls required for each of the above indicators is 1,500 calls. Determination can be made using one or both of the following methods, or a combination thereof:

The unsuccessful call establishment ratio is the percentage (%) of unsuccessful calls out of the total number of calls.

2.1.1.2. Index

The unsuccessful call establishment ratio is specified for:

- Intra-provincial, intra-city communication: < 5%

- Inter-provincial communication: < 6%

2.1.1.3. Determination Method

- Methods using measurement equipment: The minimum required sample size for each of the above indicators is 1,500 calls. Determination may be conducted using either one or both of the following methods:

+ Simulation method: Simulated calls must be made at different times of the day; the number of simultaneous simulated calls shall not exceed 32 calls for the Central Local Exchange (Host) and no more than 16 calls for other exchanges; the interval between two consecutive calls originating from the same calling subscriber shall not be less than 10 seconds.

+ Signaling monitoring method: Sampled calls must be made at different times of the day (including peak and off-peak hours); the connection point for the signaling monitoring measuring device is located at the Host exchange or the Local Tandem exchange; monitoring is conducted on normal signaling traffic flows daily and ensures that it does not affect the normal operation of the network.

- Network feature-based monitoring method: The minimum number of sampled calls is all calls over seven consecutive days.

2.2.3. Repair Time for Subscriber Line Faults

2.1.2.1. Ty lệ cuộc gọi bị ghi cước sai 2.1.2.1.1. Definition

2.1.2.1.1. Definition

The ratio of incorrectly billed calls is the percentage of the number of incorrectly billed calls to the total number of calls.

Incorrectly billed calls include:

- Calls that are billed but did not actually occur;

- Calls that occurred but were not billed;

- Calls where the caller's number and/or the called number are incorrect;

- Calls where the absolute difference between the billed call duration and the actual conversation duration exceeds 1 second;

- Calls that are billed with a start time error exceeding 9 seconds compared to the actual time taken from the national standard clock.

2.1.2.1.2. Index

The ratio of incorrectly billed calls ≤ 0.1%.

2.1.2.1.3. Determination Method

The minimum required sample size is 10,000 calls. Determination can apply one or both of the following methods:

- Simulation method: Simulated calls must be made at different times of the day; the number of simultaneous simulated calls shall not exceed 32 calls for the Central Local Exchange (Host) and no more than 16 calls for other exchanges; the interval between two consecutive calls originating from the same calling subscriber shall not be less than 10 seconds; the number of simulated calls with durations from 1 second to 60 seconds shall be at least 60% of the total number of simulated calls.

- Signaling monitoring method: Sampled calls must be made at different times of the day; the connection point for the signaling monitoring measuring device is located at the Host exchange or the Local Tandem exchange; monitoring is conducted on normal signaling traffic flows daily and ensures that it does not affect the normal operation of the network.

2.1.2.2. Ratio of incorrectly billed talk time

2.1.2.2.1. Definition

The ratio of incorrectly billed talk time is the percentage of the total absolute value of the talk time of incorrectly billed calls to the total talk time of all calls.

2.1.2.2.2. Standard

The ratio of incorrectly billed talk time ≤ 0.1%.

2.1.2.2.3. Determination method

The determination method is similar to that for the standard of the ratio of incorrectly billed calls (see 2.1.3.1.3).

2.2.4. Service Establishment Time

2.1.3.1. Ratio of incorrectly charged calls

2.1.3.1.1. Definition

The ratio of incorrectly charged calls is the percentage of the number of incorrectly charged calls to the total number of calls.

Incorrectly charged calls include:

- Calls not recorded in billing data but charged;

- Calls recorded in billing data but not charged;

- Calls with incorrect caller's number and/or called number compared to billing data;

- Calls with incorrect start time and/or end time and/or talk time compared to billing data;

- Calls with incorrect charges.

2.1.3.1.2. Index

The ratio of incorrectly charged calls ≤ 0.01%.

2.1.3.1.3. Determination method

Compare a minimum of 10,000 charged calls with billing data.

2.1.3.2. Ratio of incorrectly invoiced calls

2.1.3.2.1. - Methods using measuring devices: The minimum number of sampled calls required for each of the above indicators is 1,500 calls. Determination can be made using one or both of the following methods, or a combination thereof:

The ratio of incorrectly invoiced calls is the percentage of the number of incorrectly invoiced calls to the total number of calls.

Incorrectly invoiced calls include:

- Calls present in billing data but not invoiced;

- Calls not present in billing data but included in the invoice;

- Calls with incorrect caller's number and/or called number compared to charging data;

- Calls with incorrect start and/or end times and/or conversation duration compared to billing data;

- Calls where the charge amount on the invoice differs from the billing data.

2.1.3.2.2. Standard

The ratio of incorrectly invoiced calls ≤ 0.01%.

2.1.3.2.3. Determination Method

Compare a minimum of 10,000 invoiced calls with billing data.

2.2. Service Quality Standards

2.2.1. Service Availability

2.2.1.1. Definition

The service availability (D) is the percentage of time during which the fixed terrestrial telecommunications network is ready to provide services to customers and is calculated according to the following formula:

2.2.1.2. Index

D ≥ 99.5%

2.2.1.3. Determination method

Statistics all faults during the time for determining service availability. The minimum time for determining service availability is three consecutive months.

2.2.2. Subscriber Line Faults

2.2.2.1. Definition

Subscriber line faults are failures in subscriber lines that prevent telephone services on the fixed terrestrial telecommunications network from being performed. Excluded are faults caused by customer terminal equipment and/or force majeure factors (including: typhoons, floods, earthquakes, sabotage, enemy attacks, fires, and situations beyond the control of the telecommunications service provider) and only those caused by the telecommunications network of the telecommunications service provider.

The number of subscriber line faults (F) is the total number of faults per 100 subscribers over a period of three months and is calculated according to the following formula:

2.2.2.2. Index

F ≤ 5.2.

2.2.2.3. Determination method

Fully record the number of subscriber line faults and the total number of subscribers each month, over a period of three consecutive months.

2.2.3. Repair Time for Subscriber Line Faults

2.2.3.1.  - Methods using measuring devices: The minimum number of sampled calls required for each of the above indicators is 1,500 calls. Determination can be made using one or both of the following methods, or a combination thereof:

Repair time for subscriber line faults is calculated from when the telecommunications service provider receives the customer's notification of damage until repair completion. Excluded are faults caused by customer terminal equipment and/or force majeure factors (including: typhoons, floods, earthquakes, sabotage, enemy attacks, fires, and situations beyond the control of the telecommunications service provider) and only those caused by the telecommunications network of the telecommunications service provider.

2.2.3.2. Index

- Urban areas, city towns: ≥ 90% of subscriber line faults repaired within 24 hours.

- Rural areas, townships: ≥ 90% of subscriber line faults repaired within 48 hours.

2.2.3.3. Determination method

Fully record repair data for subscriber line faults over a minimum period of three consecutive months.

2.2.7. Customer Assistance Services

2.2.4.1. Definition

Service setup time is the period from when the telecommunications service provider accepts the customer's request for fixed telephone service installation until the customer can use the service.

2.2.4.2. Index

- Urban areas, city towns: ≥ 90% cases with service setup time ≤ 7 days.

- Rural areas, townships: ≥ 90% cases with service setup time ≤ 15 days.

2.2.4.3.  Determination method

Compile statistics on all cases of providing fixed-line telephone services and the development of subscribers over a minimum consecutive period of three months.

3. MANAGEMENT PROVISIONS

A customer complaint response is a written or electronic message from the DNCCDV informing the customer who has filed a complaint about the receipt and consideration of the complaint.

Customer complaints about service quality are customers' dissatisfaction with the service quality reported in writing to the service provider.

2.2.5.2. CObjectives

The customer complaint rate regarding service quality ≤ 0.25 complaints/100 customers/3 months.

Statistical method. Statistically analyze all written responses to customer complaints about service quality over a minimum continuous period of 3 months.

Compile statistics on all customer complaints about service quality over a minimum consecutive period of three months.

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS

Customer assistance service is a service that provides answers to inquiries, advice, guidance on using the service, accepts requests, and provides information to customers about IPTV services on the fixed terrestrial telecommunications network.

Customer complaint response is a written notification from the service provider to the complaining customer regarding the receipt and consideration of the complaint.

The customer assistance service provided by human operators via telephone is available 24 hours a day;

Telecommunications service providers must provide written responses to 100% of complaining customers within two working days from the date of receiving the complaints.

- Simulation or calling method. Conduct simulations or calls to the customer assistance service. The minimum number of test calls is 250 calls at different times of the day.

Compile statistics on all written responses to customer complaints about service quality over a minimum consecutive period of three months.

Foreword

2.2.7.1. - Methods using measuring devices: The minimum number of sampled calls required for each of the above indicators is 1,500 calls. Determination can be made using one or both of the following methods, or a combination thereof:

Customer assistance service is a service that provides answers to inquiries, advice, guidance on usage, reception of requests, and provision of information related to fixed terrestrial telecommunications network telephone services to customers.

2.2.7.2. Objectives

- The provision time for customer assistance service through manual labor via telephone is 24 hours a day.

- The success rate (%) of calls to customer assistance service, which successfully connects and receives an answer signal from the operator within 60 seconds ≥ 80%.

2.27.3. Method of Determination

- Simulation or manual call: conduct simulation or manual calls to customer assistance service, with a minimum of 250 test calls at different times of the day.

- Monitoring by equipment or built-in features of the network: the minimum number of sampled calls is all calls over seven consecutive days.

3. MANAGEMENT PROVISIONS

Fixed terrestrial telecommunications network telephone services falling under the scope defined in Section 1.1 must comply with the provisions of this Standard.

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS

4.1. Telecommunications service providers must ensure the quality of fixed terrestrial telecommunications network telephone services in accordance with this Standard, implement service quality announcements, and be subject to inspection by state management agencies according to current regulations.

4.2. The specific responsibilities of telecommunications service providers are stipulated in the legal regulatory documents on the management of telecommunications service quality issued by the Ministry of Information and Communications (Circular No. 08/2013/TT-BTTTT dated March 26, 2013, of the Minister of Information and Communications on the management of telecommunications service quality, and Circular No. 11/2017/TT-BTTTT dated June 23, 2017, amending and supplementing certain articles of Circular No. 08/2013/TT-BTTTT dated March 26, 2013, of the Minister of Information and Communications).

5. IMPLEMENTATION ORGANIZATION

5.1. The Telecommunications Authority and Provincial Departments of Information and Communications are responsible for guiding and organizing the implementation of the management of fixed terrestrial telecommunications network telephone service quality according to this Standard.

5.2. This Standard replaces National Technical Regulation QCVN 35:2011/BTTTT "National Technical Regulation on the Quality of Fixed Terrestrial Telecommunications Network Telephone Services."

5.3. In case there are changes, supplements, or replacements to the provisions set out in this Standard, they shall be implemented according to the new document.

5.4. During the implementation of this Standard, if any issues arise or difficulties occur, relevant organizations and individuals shall report them in writing to the Ministry of Information and Communications (Science and Technology Department) for guidance and resolution./.