CIRCULAR

ISSUING "NATIONAL TECHNICAL REGULATION ON QUALITY OF TELEPHONE SERVICE ON PUBLIC LAND MOBILE NETWORK"

On the basis of Law on Standards and Technical Regulations June 29, 2006;

On the basis of Law Telecommunications TO November 23, 2009;

On the basis of Law on Radio Frequency November 23, 2009;

On the basis of Government Decree No. 1Decision No. 27/2007/NĐ-CP August 1, 2007, of the Government detailing and guiding the implementation of certain provisions of the Law on Standards and Technical Regulations;

On the basis of Decree No. 78/2018/NĐ-CP May 16, 2018, of the Government amending and supplementing some articles of Decree No. 127/2007/NĐ-CP August 1, 2007, of the Government detailing the implementation of certain provisions of the Law on Standards and chuẩn Technical Regulations;

On the basis of Article 2. The Ministry's Office shall arrange a reception room at the Ministry's headquarters to serve the citizen reception of the Minister and the Ministry's regular citizen reception work. dated July 26, 2022, of the Government stipulating the functions, tasks, powers, and organizational structure of the Ministry of Information and Communications;

the Director at the proposal of the Director of the Ministry's Office; pursuant to the decision of the Director of the Science and Technology Department,

The Minister of Information and Communications issues this Circular stipulating the National Technical Regulation on Quality of Telephone Service on Public Land Mobile Network. mobile Terrestrial Network.

Clause 4 of Article 6This Circular promulgates the National Technical Regulation on Quality of Telephone Service on Public Land Mobile Network (QCVN 36:2022/BTTTT).

12/2025/TT-BNNMT dated June 19, 2025 issued by the Minister of Agriculture and EnvironmentEffectiveness

1. This Circular takes effect from July 1, 2023.

2. Circular No. 40/2015/TT-BTTTT dated December 25, 2015, of the Minister of Information and Communications promulgating "National Technical Regulation on Quality of Telephone Service on Public Land Mobile Network" shall cease to be effective from July 1, 2023.

Article 3. The Head of the Office, the Director of the Science and Technology Department, Heads of agencies and units under the Ministry of Information and Communications, Directors of Provincial Departments of Information and Communications, and organizations and individuals concerned are responsible for implementing this Circular./.

         

 

 

SOCIALIST REPUBLIC OF VIET NAM

 

 

 

 

QCVN 36:2022/BTTTT

 

 

 

AMENDMENT 1:2025 QCVN 07:2023/BXD

ON QUALITY OF TELEPHONE SERVICE

ON THE PUBLIC LAND MOBILE NETWORK

 

 

National technical regulation

on quality of telephone service on the Public Land Mobile Network

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

HANOI – 2022
Table of Contents

 

1. GENERAL PROVISIONS.. 5

1.1. SCOPE OF APPLICATION. 5

1.2. APPLICABLE OBJECTS. 5

1.3. REFERENCED DOCUMENTS. 5

1.4. DEFINITIONS. 5

1.5. ABBREVIATIONS 7

2. TECHNICAL REQUIREMENTS. 7

2.1. QUALITY INDICATORS 7

2.1.1. Radio Network Availability. 7

2.1.2. Unsuccessful Call Setup Rate. 7

2.1.3. Call Drop Rate. 8

2.1.4. Voice Quality. 9

2.1.5. Billing Accuracy. 9

2.1.5.1. Incorrectly Billed Call Rate. 9

2.1.5.2. Incorrectly Billed Talk Time Rate. 10

2.1.6. Incorrectly Charged and Invoiced Call Rate. 10

2.1.6.1. Incorrectly Charged Call Rate. 10

2.1.6.2. Incorrectly Invoiced Call Rate. 10

2.2. SERVICE QUALITY INDICATORS. 11

2.2.1. Service Availability. 11

2.2.2. Customer Complaints about Service Quality. 11

2.2.3. Customer Complaint Response. 11

2.2.4. Customer Support Services. 12

3. MANAGEMENT PROVISIONS. 12

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS. 12

5. IMPLEMENTATION. 13

Appendix A (Provisions) Requirements for Measurement Locations.. 14

Appendix B (Provisions) General Requirements for Service Provision Areas in Digital Map Form... 15

List of References. 16

 

 

 

 

 

 

 

 

 

 

 

 

Foreword

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

AMENDMENT 1:2025 QCVN 07:2023/BXD

 

ON QUALITY OF TELEPHONE SERVICE

ON THE PUBLIC LAND MOBILE NETWORK

 

National technical regulation

on Quality of telephone service on the Public Land Mobile Network

 

1.GENERAL PROVISIONS

 

1.1.SCOPE OF APPLICATION

This standard specifies the limit values for quality indicators for telephone services on public land mobile networks.

1.2.APPLICABLE OBJECTS

This standard applies to telecommunications enterprises providing telephone services on public land mobile networks (hereinafter referred to as service providers) that manage the quality of such services according to state regulations and those of the Ministry of Information and Communications.

This standard also serves as a basis for users to monitor the quality of telephone services provided by these enterprises on public land mobile networks.

1.3.REFERENCED DOCUMENTS

ITU-T P.863 (3/2018): "Perceptual Objective Listening Quality Assessment".

ITU-T P.800 (8/1996): "Methods for Subjective Determination of Transmission Quality".

1.4.DEFINITIONS

1. Customer (service user)

Individuals and organizations, both domestic and foreign, using telephone services on public land mobile networks provided by service providers.

1. Service Quality

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

1. Service Provision Area

The geographic area announced by service providers regarding their ability to provide telephone services on public land mobile networks at the quality levels specified in Clause 2.1 of this standard. The service provision area includes:

- The GSM/WCDMA service provision area on public land mobile networks (hereinafter referred to as the GSM/WCDMA area);

- The VoLTE service provision area on public land mobile networks (hereinafter referred to as the LTE area).

1. Minimum Received Signal Level

The minimum received power level within the service provision area. The minimum received signal level of:

- The GSM/WCDMA area is: -100 dBm;

- The LTE area is: -121 dBm.

1. Call

- A call in the GSM/WCDMA area is a call established, maintained, and released on the GSM/WCDMA network, including calls where the subscriber transfers from the LTE network to the GSM/WCDMA network during setup;

- A call in the LTE area is a call established, maintained, and released on the LTE network;

- An inter-area call between the GSM/WCDMA and LTE areas is a call where the calling and called subscribers are established, maintained, and released on different networks (GSM/WCDMA and LTE).

1. Incident

Network Element Failure

1. Damage to one or more elements of the public land mobile network affecting cells in the mobile information network, leading to partial or complete disruption of telephone service provision.

Cell

1. A coverage area of radio frequencies of a terrestrial mobile communication base station.

Terrestrial Mobile Communication Base Station

1. An element of the public land mobile network tasked with connecting communication information with subscribers.

Successfully Established Call

A call where, after dialing, the calling subscriber receives a correct response signal regarding the status of the called subscriber, including:

- There is an audio signal from the network operator indicating that the called subscriber's status is blocked (blocked incoming calls, unreachable).

1. The call setup is unsuccessful.

The call where, after dialing, the calling subscriber does not receive the correct signal response regarding the status of the called subscriber.

1. The call drops.

The call is successfully established but lost during the conversation period due to the mobile telecommunications network.

1. Determination method:

The determination method includes evaluation methods for service quality with a minimum sampling rate prescribed for the State Management Agency and Service Providers to apply in measuring service quality.

Each quality indicator is defined by one or more different determination methods. In cases where a service quality indicator is determined by multiple methods specified in this standard, the quality indicator is considered compliant when each method's assessment result meets the prescribed quality criteria.

 

1.5.Abbreviations

 

2.TECHNICAL REGULATIONS

 

2.1. Technical Quality Indicators

2.1.1. Radio Network Availability

2.1.1.1. Definition

Radio network availability is the ratio (%) between the number of samples measured with received signal levels greater than or equal to the minimum received signal level specified in 1.4.4 and the total number of samples.

2.1.1.2. Indicator

Radio network availability ≥ 95 %.

2.1.1.3. Determination Method

Simulation method: The minimum number of measurement samples is 100,000 conducted outdoors in motion at different times of day within the service area. For Service Providers with two service areas, the minimum number of measurement samples in each area is 50,000.

2.1.2. Call Setup Failure Rate

2.1.2.1. Definition

The call setup failure rate is the ratio (%) between the number of unsuccessful call setups and the total number of calls.

2.1.2.2. Indicator

Call setup failure rate £ 2 %.

2.1.2.3. Determination Method

The determination can be applied using one or both of the following methods:

- Call simulation: The minimum number of simulated calls is 3,000 distributed according to testing conditions: indoor testing (minimum 1,000 calls); outdoor fixed position testing (minimum 1,000 calls); outdoor mobile testing (minimum 1,000 calls). For Service Providers with two service areas, the distribution of simulated calls is as shown in Table 1. For each testing condition, measurements are conducted at different times of day within the service area; the interval between consecutive simulated calls initiated from the same calling subscriber must be no less than 30 seconds. Testing location requirements are specified in Appendix A.

Table 1 - Minimum Number of Calls

 

 

- Network Monitoring Using Built-in Features: The minimum number of sampled calls must be all calls over seven consecutive days.

2.1.3. Call Drop Rate

2.1.3.1. Definition

The call drop rate is the percentage ratio between the number of dropped calls and the total number of successfully established calls.

2.1.3.2. Target

Call Drop Rate £ 2 %.

2.1.3.3. Method of Determination

The determination can be applied using one or both of the following methods:

- Simulated Call: The minimum number of simulated calls is 3,000, distributed according to measurement conditions: indoor measurement (minimum 1,000 calls); outdoor fixed-position measurement (minimum 1,000 calls); outdoor mobile measurement (minimum 1,000 calls). For service providers with two regions, the distribution of simulated calls is as shown in Table 1. Each measurement condition should be conducted at different times of the day within the service region; the duration of each simulated call ranges from 60 seconds to 180 seconds; calls with durations from 60 seconds to 90 seconds must account for at least 50% of the total simulated calls; the interval between two consecutive simulated calls initiated from the same calling subscriber must not be less than 30 seconds. Measurement location requirements are specified in Appendix A.

- Network Monitoring Using Built-in Features: The minimum number of sampled calls must be all calls over seven consecutive days.

2.1.4. Voice Quality

2.1.4.1. Definition

Voice quality is an integrated index of voice transmission quality on the voice channel determined by calculating the average score using the MOS scale from 1 to 5 according to ITU World Telecommunication Union Recommendation P.800.

2.1.4.2. Target

Average voice service quality must be ≥ 3.5 points.

2.1.4.3. Method of Determination

Simulation measurement method. The measurement is carried out according to ITU-T Recommendation P.863. The minimum number of simulated calls is 3,000, distributed according to three measurement conditions: indoor measurement (minimum 1,000 calls); outdoor fixed-position measurement (minimum 1,000 calls); outdoor mobile measurement (minimum 1,000 calls). For service providers with two regions, the distribution of simulated calls is as shown in Table 1. Each measurement condition should be conducted at different times of the day within the service region; the interval between two consecutive simulated calls initiated from the same calling subscriber must not be less than 30 seconds. Measurement location requirements are specified in Appendix A.

2.1.5. Billing Accuracy

2.1.5.1. Incorrectly Billed Call Rate

2.1.5.1.1. Definition

The incorrectly billed call rate is the ratio between the number of incorrectly billed calls and the total number of calls.

Incorrectly billed calls include:

- Calls that are billed but did not 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 talk time 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.

2.1.5.1.2. Target

Incorrectly billed call rate ≤ 0.1%.

2.1.5.1.3. Method of Determination

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

- Simulated Call: Conducted at different times of the day within the service region and in both intra-network and inter-network directions. The interval between two consecutive simulated calls initiated from the same calling subscriber must not be less than 10 seconds. Calls with durations from 1 second to 90 seconds must account for at least 60% of the total simulated calls.

- Signal Monitoring: Sampled calls at different times of the day. The signal monitoring equipment is connected at switchboards and operates on normal daily signaling flows of terrestrial mobile telecommunications networks without affecting their normal operation.

2.1.5.2. Incorrectly Billed Talk Time Rate

2.1.5.2.1. Definition

The incorrectly billed talk time rate is the ratio between the total absolute value of incorrectly billed talk time of incorrectly billed calls and the total talk time of all calls.

2.1.5.2.2. Target

Incorrectly billed talk time rate ≤ 0.1%.

2.1.5.2.3. Method of Determination

The determination method is similar to that for the incorrectly billed call rate (see 2.1.5.1.3).

2.1.6. Incorrectly Charged and Invoiced Call Rate

2.1.6.1. Incorrectly Charged Call Rate

2.1.6.1.1. Definition

The incorrectly charged call rate is the ratio between the number of incorrectly charged calls and 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.

2.1.6.1.2. Target

Incorrectly charged call rate ≤ 0.01%.

2.1.6.1.3. Method of Determination

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

2.1.6.2. Incorrectly Invoiced Call Rate

2.1.6.2.1. Definition

The incorrectly invoiced call rate is the ratio between the number of incorrectly invoiced calls and the total number of calls.

Incorrectly invoiced calls include:

- Calls recorded in charging data but not invoiced;

- Calls not recorded in charging data but included in invoices;

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

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

- Calls with incorrect charges on invoices compared to charging data.

2.1.6.2.2. Target

Incorrectly invoiced call rate ≤ 0.01%.

2.1.6.2.3. Method of Determination

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

2.2. Service Quality Indicators

2.2.1. Service Availability

2.2.1.1. Definition

Service availability (D) is the ratio of time during which the network is ready to provide service to customers.

                                       

Where: T_F Service availability determination period;

 

T_f Network downtime attributable to the service provider and calculated according to the formula:

 

                        N ||| Total number of incidents during the service availability determination period;

R_i Number of cells at the time of the nth incident occurrence; i;

F_i Number of affected cells in the nth incident; i;

organize credit institutions, foreign bank branches are responsible for organizing the implementation of this Circular._i  Duration of the nth incident; i.

2.2.1.2. Index

Service availability D ≥ 99 %.

2.2.1.3. Determination method

Statistically record all incidents during the service availability determination period. The minimum service availability determination period is three consecutive months.

2.2.2. Customer complaints about service quality

2.2.2.1. Definition

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

2.2.2.2. Index

Customer complaint rate about service quality ≤ 0.25 complaints/100 customers/3 months.

2.2.2.3. Determination method

Statistically record all customer complaints about service quality over a minimum period of three consecutive months.

2.2.3. Customer complaint response

2.2.3.1. Definition

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

2.2.3.2. Index

The service provider must provide a written response to 100 % of customer complaints within two working days from the date of receiving the complaint.

2.2.3.3. Determination method

Statistically record all responses to customer complaints about service quality over a minimum period of three consecutive months.

2.2.4. Customer assistance services

2.2.4.1. Definition

Customer assistance services are services for answering inquiries, providing advice, guiding usage, receiving requests, and supplying information related to mobile terrestrial telecommunications network telephone services.

2.2.4.2. Index

- Customer assistance service provision through telephone is available 24 hours a day.

- Success rate of calls reaching the customer assistance service, where connection requests are sent to the operator and answered within 60 seconds ≥ 80 %.

2.2.4.3. Determination method

The determination can be applied using one or both of the following methods:

- Simulation or staff call: Conduct simulation or staff calls to the customer assistance service, with a minimum of 250 calls made at different times of the day.

- Monitoring by equipment or network features: Minimum sample size is all calls over seven consecutive days.

 

3. MANAGEMENT PROVISIONS

3.1. Telephone services on mobile terrestrial telecommunications networks as specified in 1.1 must comply with the provisions of this Standard.

3.2. Measuring instruments and devices: comply with legal metrology regulations.

 

4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS

4.1. Service providers must publish the service coverage area in digital map format to customers. General requirements for the service coverage area in digital map format are stipulated in Appendix B.

 4.2. Service providers must ensure that the quality of telephone services on mobile terrestrial telecommunications networks complies with this Standard, implement service quality announcements, and be subject to state management agency inspections according to current regulations.

4.3. Specific responsibilities of service providers are defined in legal regulatory documents on telecommunications service quality management issued by the Ministry of Information and Communications.

 

Chapter 5. ORGANIZATION OF IMPLEMENTATION

5.1. The Telecommunications Administration and Provincial Departments of Information and Communications have the responsibility to guide and organize the implementation of telephone service quality management on mobile terrestrial telecommunications networks according to this Standard.

5.2. This Standard replaces QCVN 36:2015/BTTTT National Technical Regulation on Quality of Telephone Services on Mobile Terrestrial Telecommunications Networks.

5.3. In cases where the provisions set forth in this Standard are changed, supplemented, or replaced, they shall be implemented according to the new document.

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

 

 

Appendix A

Product Name, Goods According to QCVN

Requirements for measurement positions

 

Conditions for indoor measurement: Measurement and inspection inside public facilities such as airports, railway stations, bus terminals, hospitals, museums...

Conditions for outdoor fixed location measurement: Measurement and inspection at concentrated population points such as areas adjacent to railway stations, bus terminals, markets, hospitals, parks, cultural relics and scenic spots...

Conditions for mobile outdoor measurement: Measurement and inspection during circulation on national highways, inter-provincial, inter-district roads, and roads in densely populated areas...

 

 

Appendix B

Product Name, Goods According to QCVN

General requirements for Service Provision Areas in digital map format

 

Service Provision Areas in digital map format are separate layers embedded on the online map bases of Google Maps, Bing Map, Esri...

Different Service Provision Areas must be represented by different colors with a minimum resolution of 100 m x 100 m and clearly annotated.

Service Provision Areas in digital map format must have zoom-in and zoom-out functionalities.

 

Bibliography

 

1. ITU E.804 (02/2014) "QoS Aspects for Popular Services in Mobile Networks"
2. ITU E.804.1 (10/2020) "Application guide for Recommendation ITU-T E.804 on quality of service aspects for popular services in mobile networks"
3. ITU-T G.1028 (06/2019) "End-to-end quality of service for voice over 4G mobile networks"
4. Handbook for the Collection of Administrative Data on Telecommunications/ICT, the 2020 edition – ITU
5. ETSI 102 250 (11/2019) Speech and multimedia Transmission Quality (STQ); QoS aspects for popular services in mobile networks;
6. ETSI TR 103 219 (04/2015) Speech and multimedia Transmission Quality (STQ); Quality of Service aspects of voice communication in an LTE environment;
7. GSMA IR 42 (07/2018) "Definition of Quality of Service parameters and their computation";
8. QCVN 36: 2015/BTTTT "National Technical Regulations on the Quality of Mobile Telephone Services on Ground-Based Telecommunication Networks"