You have provided templates for reports and self-inspection results of telecommunications service quality as prescribed by the Ministry of Information and Communications of Vietnam. These templates include service quality indicators such as network readiness, successful access rate, data loading speed, and customer support services for both mobile and fixed services. Each template requires specific recording of actual results and comparison with published standards.
Scope of application
Telecommunications enterprises must prepare service quality reports according to the regulations of the Ministry of Information and Communications of Vietnam.
Key points
- Network readiness
- Successful access rate
- Data loading speed
- Customer support services
- Method of determining data
🌐 Social impact of this document
- Ensuring telecommunications service quality for users
- Providing a basis for improving and enhancing service quality
- Creating favorable conditions for supervision and management by competent authorities
❓ Frequently asked questions
How are the standards in these report templates determined?
The standards are specifically defined in each National Technical Regulation (QCVN) related to them, for example, QCVN 81:2014/BTTTT on the quality of Internet access services on terrestrial mobile communication networks IMT-2000.
Is it necessary to record specific actual results in these report templates?
Specific actual results must be recorded, not symbols such as ≥ or ≤. This ensures the accuracy and transparency of the report.
What methods are used to determine data for the Customer Support Services indicator?
Enterprises may use simulation methods or staff calls to determine data for this indicator.
Full text
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MINISTRY OF INFORMATION AND COMMUNICATION |
SOCIALIST REPUBLIC OF VIET NAM |
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NUMBER: 11/2017/TT-BTTTT |
HANOI, June 23, 2017 |
CIRCULAR
AMENDMENTS AND SUPPLEMENTS TO CERTAIN PROVISIONS OF THE CIRCULAR NO. 08/2013/TT-BTTTT DATED MARCH 26, 2013 OF THE MINISTER OF INFORMATION AND COMMUNICATIONS ON THE MANAGEMENT OF QUALITY OF TELECOMMUNICATION SERVICES
Pursuant to the Law on Telecommunications dated November 23, 2009;
Pursuant to the Law on Product Quality and Commodities dated November 21, 2007;
Pursuant to the Law on Standards and Technical Regulations dated June 29, 2006;
WHEREAS, Decree No. 25/2011/NĐ-CP dated April 6, 2011 of the Government detailing and guiding the implementation of certain provisions of the Law on Telecommunications; Decree No. 81/2016/NĐ-CP dated July 1, 2016 of the Government amending and supplementing certain provisions of Decree No. 25/2011/NĐ-CP; Decree No. 49/2017/NĐ-CP dated April 24, 2017 of the Government amending and supplementing Article 15 of Decree No. 25/2011/NĐ-CP and Article 30 of Decree No. 174/2013/NĐ-CP dated November 13, 2013 of the Government on administrative penalties for violations in the fields of postal services, telecommunications, information technology, and radio frequency management;
WHEREAS, Decree No. 132/2008/NĐ-CP dated December 31, 2008 of the Government detailing the implementation of certain provisions of the Law on Product and Service Quality; Decree No. 127/2007/NĐ-CP dated August 1, 2007 of the Government detailing the implementation of certain provisions of the Law on Standards and Technical Regulations; Decree No. 67/2009/NĐ-CP dated August 3, 2009 of the Government amending certain provisions of Decree No. 127/2007/NĐ-CP and Decree No. 132/2008/NĐ-CP;
Pursuant to Decree No. 17/2017/NĐ-CP dated February 17, 2017, issued by the Government, on the functions, tasks, powers, and organizational structure of the Ministry of Information and Communications;
At the proposal of the Director of the Telecommunications Department;
The Minister of Information and Communications promulgates this Circular to amend and supplement certain provisions of Circular No. 08/2013/TT-BTTTT dated March 26, 2013 of the Minister of Information and Communications on the management of quality of telecommunications services.
Article 1. Amending and supplementing certain provisions of Circular number
08/2013/TT-BTTTT dated March 26, 2013 of the Minister of Information and Communications on the management of quality of telecommunications services:1. Amend and supplement Clause 2 of Article 7 as follows:
“2. For each service, the report sent to the Telecommunications Authority shall be in the form of an electronic file (file) with digital signature or paper copy according to the model of the Periodic Quality Service Report prescribed in Appendix IV of this Circular and the model of the Service Quality Index Report prescribed in Appendices V, VI, VII, and XII of this Circular corresponding to each service in the province or centrally governed city where the telecommunications enterprise provides the service. In case the national technical standard corresponding to the service in the list of mandatory quality-managed telecommunications services is replaced or supplemented, it shall apply the model of the Service Quality Index Report at the replaced or newly supplemented standard.”
2. Amend and supplement Clause 2 of Article 18 as follows:
“2. The results of self-inspection must be documented in writing according to the model of the Periodic Quality Service Self-Inspection Results prescribed in Appendix VIII of this Circular and the model of the Self-Measurement Results of Service Quality Indicators prescribed in Appendices IX, X, XI, and XIII of this Circular corresponding to each service. In case the national technical standard corresponding to the service in the list of mandatory quality-managed telecommunications services is replaced or supplemented, it shall apply the model of the Self-Measurement Results of Service Quality Indicators at the replaced or newly supplemented standard.”
3. Supplement and replace some appendices as follows:
a) Supplement Appendices XII and XIII of this Circular into Circular No. 08/2013/TT-BTTTT.
b) Replace Appendices V, VI, VII, IX, X, and XI of Circular No. 08/2013/TT-BTTTT with Appendices V, VI, VII, IX, X, and XI respectively according to the appendix numbers of this Circular.
2. The Director of the Office, the Director of the Telecommunications Department; Heads of agencies and units under the Ministry; Directors of Provincial Departments of Information and Communications; General Directors, Directors of telecommunications enterprises and organizations and individuals related to this matter are responsible for implementing this Circular.
1. This Circular takes effect from September 1, 2017.
2. During the implementation, if there are any difficulties, they should be promptly reflected to the Ministry of Information and Communications (Telecommunications Authority) for consideration and resolution./.
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THE MINISTER |
ANNEX V
MODEL OF SERVICE QUALITY INDEX REPORT FOR FIXED LANDLINE TELEPHONE SERVICES
(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SERVICE QUALITY INDEX REPORT
FIXED LANDLINE TELEPHONE SERVICES
Quarter: ... year ...
(Accompanying the Periodic Quality of Telecommunication Services Report number ... dated ... month ... year ... of “name of telecommunications enterprise”)
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Serial Number |
Name of Index
Name of provincial or centrally governed city |
Service availability |
Subscriber line fault incidents |
Time to repair subscriber line fault incidents |
Call setup time |
Customer complaints about service quality |
Response to customer complaints |
Customer support service |
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Urban, town |
Village, commune, township |
Urban, town |
Village, commune, township |
Time to provide customer support service by manpower through telephone |
Percentage of incoming calls to customer support service that successfully occupy a line and receive an operator's response within 60 seconds |
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Throughout the network |
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Note:
- Definitions and methods for determining service quality indicators for reporting must comply with the National Technical Regulation QCVN 35:2011/BTTTT - National Technical Regulation on the Quality of Fixed Landline Telephone Services.
- At the intersection between the column name of the indicator and the row name of the provincial or centrally governed city, a specific value must be recorded, not ≥ or ≤.
- At the intersection between the row "Throughout the Network" and the columns of enterprise indicators, the values of the indicators calculated according to the method specified in QCVN 35:2011/BTTTT nationwide must be recorded.
- The Customer Support Service indicator is determined by enterprises using equipment monitoring methods or built-in network features.
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Legal representative of the enterprise |
ANNEX VI
MODEL OF SERVICE QUALITY INDEX REPORT FOR MOBILE LANDLINE TELEPHONE SERVICES
(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SERVICE QUALITY INDEX REPORT
MOBILE LANDLINE TELEPHONE SERVICES
Quarter: ... year ...
(Accompanying the Periodic Quality of Telecommunication Services Report number ... dated ... month ... year ... of “name of telecommunications enterprise”)
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Serial Number |
Name of Index
Name of provincial or centrally governed city, |
Successful call setup rate |
Call drop rate |
Service availability |
Customer complaints about service quality |
Response to customer complaints |
Customer assistance service |
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Time to provide customer assistance service by manpower through telephone |
Percentage of incoming calls to customer assistance service that successfully occupy a line and receive an operator's response within 60 seconds |
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Throughout the network |
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Note:
- Definitions and methods for determining service quality indicators to prepare reports must comply with the national technical regulation QCVN 36:2015/BTTTT - National technical regulation on the quality of telephone services on terrestrial mobile communication networks.
- At the intersection between the column name of the indicator and the row name of the provincial or centrally governed city, a specific value must be recorded, not ≥ or ≤.
- At the intersections between the column Customer Complaints about Service Quality and the row Name of Central City, Province, the number of customer complaints regarding service quality in written form shall be recorded for each province and central city.
- At the intersections between the row Network-wide and the columns Enterprise Indicators, the values of the indicators calculated according to the method specified in QCVN 36:2015/BTTTT shall be recorded nationwide.
- For the indicators Call Setup Success Rate, Call Drop Rate, and Customer Support Service: enterprises shall use monitoring methods to determine the data.
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Legal representative of the enterprise |
ANNEX VII
SAMPLE OF QUALITY SERVICE INDICATORS FOR FIXED WIRELINE BROADBAND INTERNET SERVICES USING TECHNOLOGY …..
(*)(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SERVICE QUALITY INDEX REPORT
FIXED WIRELINE BROADBAND INTERNET SERVICES USING TECHNOLOGY …..(*)
Quarter: ... year ...
(Accompanying the Periodic Quality of Telecommunication Services Report number ... dated ... month ... year ... of “name of telecommunications enterprise”)
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Serial Number |
Name of Index
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Service availability |
Time to restore disconnection |
Call setup time |
Customer complaints about service quality |
Response to customer complaints |
Customer support service |
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Available subscription line |
No subscription line |
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Urban, town |
Town, village, commune |
Urban, town |
Town, village, commune |
Time to provide customer support service by manpower through telephone |
Percentage of calls to customer support services that successfully occupy a circuit, send connection requests to operators, and receive operator responses within 60 seconds |
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Throughout the network |
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No. |
Name of Index Connection direction |
Average usage volume |
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Outbound direction |
Inbound direction |
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Note:
- (*) The name of the technology used is one of the three technologies: FTTH/xPON, Cable TV Modem, xDSL
- Definitions and methods for determining service quality indicators to prepare reports must comply with the national technical regulation QCVN 34:2014/BTTTT - National technical regulation on the quality of fixed terrestrial broadband internet access services.
- At the intersection between the column name of the indicator and the row name of the provincial or centrally governed city, a specific value must be recorded, not ≥ or ≤.
- At the intersections between the row Network-wide and the columns Enterprise Indicators, the values of the indicators calculated according to the method specified in QCVN 34:2014/BTTTT shall be recorded nationwide.
- At the intersections between the column Indicator Name and the row Connection Direction, a specific value must be recorded, not ≥ or ≤.
- Connection direction is defined in the national technical regulation QCVN 34:2014/BTTTT.
- For the Customer Support Service indicator, enterprises shall use monitoring methods to determine the data.
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Legal representative of the enterprise |
ANNEX IX
SAMPLE OF SELF-INSPECTION RESULTS FOR QUALITY SERVICE INDICATORS FOR TELEPHONE SERVICES ON FIXED WIRELINE COMMUNICATION NETWORKS
(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
FIXED LANDLINE TELEPHONE SERVICES
Quarter: ... year ...
In the province, city:...
(Attached to the Periodic Self-inspection Results, Measurement, and Evaluation of Telecommunication Services Quality Number... Date... Month... Year... of “telecommunication enterprise name”)
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No. |
Quality Service Indicators |
Level according to QCVN 35:2011/BTTTT |
Enterprise Announced Level |
Minimum number of samples required for measurement according to QCVN 35:2011/BTTTT |
Actual number of samples measured |
Determination method |
Actual quality level achieved |
Self-assessment |
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1 |
Successful call setup rate |
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- Intra-provincial, intra-city calls |
≥ 95% |
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1,500 calls |
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- Inter-provincial calls |
≥ 94% |
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1,500 calls |
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Voice Quality (average voice quality score) |
13,5 |
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1,000 calls |
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3 |
Billing Accuracy |
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- Call Billing Error Rate |
≤ 0,1% |
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10,000 calls |
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- Call Duration Billing Error Rate |
≤ 0,1% |
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10,000 calls |
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Call Billing and Invoice Error Rate |
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- Call Billing Error Rate |
≤ 0,01% |
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10,000 calls |
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- Call Invoice Error Rate |
≤ 0,01% |
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10,000 calls |
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Customer Support Service - Time to provide customer support service through manual operator assistance. |
24 hours a day |
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- Call Occupancy Success Rate to customer support services and receiving operator responses within 60 seconds |
≥ 80 % |
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250 calls |
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Note.
- Definitions and methods for determining indicators must comply with the national technical regulation QCVN 35:2011/BTTTT - National technical regulation on the quality of telephone services on fixed wireline communication networks.
- In the column "Actual Quality Level Achieved", a specific value must be recorded, not ≥ or ≤.
- In the column "Self-assessment", record "Compliant" if the actual measurement results meet or exceed the enterprise announced level, otherwise record "Non-compliant".
- For the Call Setup Success Rate indicator, enterprises shall use equipment measurement methods to determine the data.
- For the Customer Support Service indicator, enterprises shall use simulation or manual call methods to determine the data.
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Legal representative of the enterprise |
ANNEX X
SAMPLE OF SELF-INSPECTION RESULTS FOR QUALITY SERVICE INDICATORS FOR TELEPHONE SERVICES ON MOBILE TERRESTRIAL COMMUNICATION NETWORKS
(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
MOBILE LANDLINE TELEPHONE SERVICES
Quarter: ... year ...
In the province, city:...
(Attached to the Periodic Self-inspection Results, Measurement, and Evaluation of Telecommunication Services Quality Number... Date... Month... Year... of “name of telecommunications enterprise”)
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No. |
Quality Service Indicators |
Level according to QCVN 36:2015/BTTTT |
Enterprise Announced Level |
Minimum number of samples required for measurement according to QCVN 36:2015/BTTTT |
Actual number of samples measured |
Determination method |
Actual Quality Level Achieved |
Self-assessment |
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1 |
Radio Network Availability |
≥ 95% |
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100,000 samples |
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2 |
Successful call setup rate |
≥ 98% |
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3,000 calls |
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3 |
Call drop rate |
≤ 2% |
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3,000 calls |
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Voice Quality (Percentage of calls with voice quality score greater than or equal to 3.0) |
≥ 90% |
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3,000 calls |
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5 |
Billing Accuracy |
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- Call Billing Error Rate |
≤0,1% |
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10,000 calls |
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- Call Duration Billing Error Rate |
≤0,1% |
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10,000 calls |
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6 |
Call Billing and Invoice Error Rate |
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- Call Billing Error Rate |
≤ 0,01% |
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10,000 calls |
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- Call Invoice Error Rate |
≤ 0,01% |
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10,000 calls |
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Customer Support Service - Time to provide customer support service through manual operator assistance. |
24 hours a day |
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- Call Occupancy Success Rate to customer support services and receiving operator responses within 60 seconds |
≥ 80 % |
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250 calls |
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Note:
- Definitions and methods for determining indicators must comply with the national technical regulation QCVN 36:2015/BTTTT - National technical regulation on the quality of telephone services on mobile terrestrial communication networks.
- In the column "Actual Quality Level Achieved", a specific value must be recorded, not ≥ or ≤.
- In the column "Self-assessment", record "Compliant" if the actual measurement results meet or exceed the enterprise announced level, otherwise record "Non-compliant".
- For the Call Setup Success Rate and Call Drop Rate indicators, enterprises shall use simulation methods to determine the data.
- For the Customer Support Service indicator, enterprises shall use simulation or manual call methods to determine the data.
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Legal representative of the enterprise |
ANNEX XI
SAMPLE OF SELF-INSPECTION RESULTS FOR QUALITY SERVICE INDICATORS FOR FIXED WIRELINE BROADBAND INTERNET SERVICES USING TECHNOLOGY …..
(*)(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
FIXED WIRELINE BROADBAND INTERNET SERVICES USING TECHNOLOGY …..(*)
Quarter: ... year ...
In the province, city:...
(Attached to the Periodic Self-inspection Results, Measurement, and Evaluation of Telecommunication Services Quality Number... Date... Month... Year... of “telecommunication enterprise name”)
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No. |
Quality Service Indicators |
Level according to QCVN 34:2014/BTTTT |
Enterprise Announced Level |
Minimum number of samples required for measurement according to QCVN 34:2014/BTTTT |
Actual number of samples measured |
Determination method |
Actual Quality Level Achieved |
Self-assessment |
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1. |
System Login Success Rate |
≥ 95% |
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100 samples |
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2. |
- Average data download speed within the network: |
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+ Average download speed PFor coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%; |
≥ 0.8Vdmax |
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1,000 samples |
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+ Average upload speed Pu |
≥ 0.8Vumax |
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1,000 samples |
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- Average download speed outside the network PFor coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%; |
≥ 0.75Vdmax |
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1,000 samples |
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Ratio of incorrectly billed access volume (applicable to service types charged based on access volume) |
≤ 0,1 % |
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200 samples |
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4. |
Customer support service - Customer service support call provision time |
24 hours a day |
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250 calls |
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- Percentage of successful connection calls to customer service support, sending connection requests to operators and receiving operator responses within 60 seconds |
≥ 80% |
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Note:
- (*) The technology name used must be one of the three technologies: FTTH/xPON, Cable TV modem, xDSL.
- Definition and method for determining the quality indicators that comply with the National Technical Regulation QCVN 34:2014/BTTTT - National Technical Regulation on Quality of Broadband Fixed Internet Access Services.
- In the column "Actual Quality Level Achieved", a specific value must be recorded, not ≥ or ≤.
- In the column "Self-Assessment", record "Compliant" if the actual measurement results meet or exceed the announced level by the enterprise, otherwise record "Non-compliant".
- Customer service support indicator uses simulation or direct call methods to determine data.
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Legal representative of the enterprise |
ANNEX XII
TEMPLATE FOR QUALITY SERVICE INDICATORS OF MOBILE COMMUNICATION SERVICES ON THE IMT-2000 LAND MOBILE NETWORK FOR INTERNET ACCESS
(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SERVICE QUALITY INDEX REPORT
INTERNET ACCESS SERVICE ON THE IMT-2000 LAND MOBILE NETWORK
Quarter: ... year ...
(Attached to the Periodic Quality Service Report number... dated... month... year... of “telecommunication enterprise name”)
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Serial Number |
Name of Index
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Customer complaints about service quality |
Response to customer complaints |
Customer assistance service |
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Time to provide customer assistance service by manpower through telephone |
Percentage of successful connection calls to customer assistance services, sending connection requests to operators and receiving operator responses within 60 seconds |
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Throughout the network |
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Note:
- Definition and method for determining the service quality indicators for reporting must comply with the National Technical Regulation QCVN 81:2014/BTTTT - National Technical Regulation on Quality of Internet Access Services on Land Mobile Communication Networks IMT-2000.
- At the intersection between the index name column and the province/city under central authority row, a specific value must be recorded, not ≥ or ≤.
- At the intersections between the column Customer Complaints about Service Quality and the row Name of Central City, Province, the number of customer complaints regarding service quality in written form shall be recorded for each province and central city.
- At the intersection between the "Entire Network" row and the enterprise index columns, the index values calculated according to the determination method specified in QCVN 81:2014/BTTTT nationwide must be recorded.
- Customer assistance service indicator uses monitoring methods to determine data.
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Legal representative of the enterprise |
ANNEX XIII
TEMPLATE FOR MEASUREMENT RESULTS OF QUALITY SERVICE INDICATORS OF MOBILE COMMUNICATION SERVICES ON THE IMT-2000 LAND MOBILE NETWORK FOR INTERNET ACCESS
(Annexed to Circular No. 11/2017/TT-BTTTT dated June 23, 2017 of the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
INTERNET ACCESS SERVICE ON THE MOBILE COMMUNICATION LAND MOBILE NETWORK IMT-2000
Quarter: ... year ...
In the province, city:...
(Attached to the Periodic Self-inspection Results, Measurement, and Evaluation of Telecommunication Services Quality Number... Date... Month... Year... of “telecommunication enterprise name”)
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Serial Number |
Quality Service Indicators |
Level according to QCVN 81:2014/BTTTT |
Enterprise Announced Level |
Minimum number of samples required for testing as stipulated in QCVN 81:2014/BTTTT |
Actual number of samples measured |
Determination method |
Actual Quality Level Achieved |
Self-assessment |
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1. |
Radio Network Availability |
≥ 95% |
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100,000 samples |
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2. |
Successful access rate for service |
≥ 90% |
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1,500 samples |
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3. |
Average service access delay |
≤ 10 seconds |
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1,500 samples |
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4. |
Data transmission loss rate |
≤ 10% |
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1,500 samples |
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5. |
- Data download speed: |
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1,500 samples |
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+ Average download speed PFor coal-fired thermal power plants where the enterprise holds 100% of the registered capital and uses 100% of its own capital to invest in the project approved by the competent authority, E is determined as 100%; |
≥ Vdavg |
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+ Average upload speed Pu |
≥ Vuavg |
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- Percentage of samples with download speeds greater than or equal to the minimum download speed in each region |
≥ 95% |
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6. |
Customer assistance service - Customer assistance service call provision time |
24 hours a day |
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250 calls |
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- Percentage of successful connection calls to customer assistance services, sending connection requests to operators and receiving operator responses within 60 seconds |
≥ 80% |
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Note:
- Definition and method for determining the indicators that comply with the National Technical Regulation QCVN 81:2014/BTTTT - National Technical Regulation on Quality of Internet Access Services on Land Mobile Communication Networks IMT-2000.
- At the intersection between the column name of the indicator and the row name of the provincial or centrally governed city, a specific value must be recorded, not ≥ or ≤.
- In the column "Actual Quality Level Achieved", a specific value must be recorded, not ≥ or ≤.
- In the column "Self-Assessment", record "Compliant" if the actual measurement results meet or exceed the announced level by the enterprise, otherwise record "Non-compliant".
- Customer assistance service indicator uses simulation or direct call methods to determine data.
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Legal representative of the enterprise |
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