These appendices provide templates for reports and quality standards for different types of telecommunications services such as fixed Internet, mobile, and fixed voice services. They include important indicators such as network availability, average data download speed, customer service provision time, and customer complaint rate.
适用范围
Telecommunications enterprises
要点
- Periodic report template on the quality of telecommunications services for fixed Internet, mobile, and fixed voice services.
- Quality standard template for Internet services on terrestrial mobile telecommunications networks.
- Self-measurement results of quality service indicators for various types of telecommunications services.
- Requirements for accuracy in recording and reporting quality service indicators.
- Method for determining data for indicators such as customer service provision time.
🌐 本文件的社会影响
- Improving the quality of telecommunications services
- Enhancing customer satisfaction
- Improving management and monitoring of service quality
❓ 常见问题
Does this appendix apply to all types of telecommunications services?
No, the appendix only applies to fixed Internet, mobile, and fixed voice services.
What must businesses do to comply with these standards?
Businesses need to establish a reporting and measurement system for service quality according to the templates provided in the appendices.
Why is it necessary to record specific quality service indicators rather than using symbols like ³ or £?
To ensure the accuracy and transparency of the reports, avoiding misunderstandings about the level of achievement of the standards.
What method is recommended for determining data for customer service?
Enterprises should use simulation methods or staff calls to determine this data.
全文
MINISTRY OF INFORMATION AND COMMUNICATION_____________ |
SOCIALIST REPUBLIC OF VIETNAM Independence - Freedom - Happiness ______________ |
| Number: 33/2020/TT-BTTTT | Hanoi, November 4, 2020 |
Amending and supplementing certain provisions of Circular No. 08/2013/TT-BTTTT dated March 26, 2013 of the Minister of Information and Communications on the management of telecommunications service quality.This Circular amends and supplements certain provisions of Circular No. 08/2013/TT-BTTTT dated March 26, 2013 of the Minister of Information and Communications on the management of telecommunications service quality.
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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;
Pursuant to Decree No. 25/2011/NĐ-CP dated April 6, 2011, issued by the Government, detailing and guiding the implementation of certain provisions of the Law on Telecommunications;
Pursuant to Decree No. 132/2008/NĐ-CP dated December 31, 2008 of the Government detailing implementation of certain provisions of the Product Quality Law;
Based on Decree No. 132/2008/NĐ-CP dated December 31, 2008 of the Government detailing implementation of certain provisions
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 Administration,
The Minister of Information and Communications issues 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 telecommunications service quality.
Article 1. Amending and supplementing certain provisions of Circular No. 08/2013/TT-BTTTT dated March 26, 2013 of the Minister of Information and Communications on the management of telecommunications service quality:
"1. Telecommunications enterprises (which have been granted a business license for telecommunications services by the Ministry of Information and Communications) shall submit the service quality announcement dossier directly or through the postal system to the Telecommunications Department at address No. 68 Duong Dinh Nghe Street, Yen Hoa Ward, Cau Giay District, Hanoi City, or via the National Public Service Portal (http://dichvucong.vn) or the Ministry of Information and Communications Public Service Portal (http://dichvucong.mic.gov.vn)."
"4. Within three (03) working days from the date of receipt of the dossier:
a) In case the dossier is approved, the Telecommunications Department shall issue to the enterprise a "Service Quality Announcement Acceptance Certificate" according to Model III of this Circular.
b) In case the dossier is not approved, the Telecommunications Department shall notify the telecommunications enterprise in writing and specify the reasons."
3. Amending and supplementing Clause 2 of Article 7 as follows:
"2. For each service, the report sent to the Telecommunications Department shall be in electronic form (file) with digital signature or paper form according to the Periodic Service Quality Report model stipulated in Model IV of this Circular and the Service Quality Index Report model stipulated in Models VI, VII, and XII of this Circular corresponding to each service in the province or centrally-run city where the telecommunications enterprise provides the service."
4. Amending and supplementing Point b) of Clause 1 of Article 18 as follows:
"b) Measuring and evaluating the actual quality of telecommunications services listed in the "List of Telecommunications Services Required to Be Managed for Quality" at least in three (03) provinces or centrally-run cities for each service or in all provinces or centrally-run cities where the enterprise provides the service (for enterprises operating in less than three provinces or centrally-run cities)."
5. Amending and supplementing Clause 2 of Article 18 as follows:
"2. The results of self-inspection must be documented in writing according to the Periodic Telecommunications Service Quality Self-Inspection Results Model stipulated in Model VIII of this Circular and the Self-Measurement Results of Telecommunications Service Quality Index Model stipulated in Models X, XI, and XIII of this Circular corresponding to each service."
6. Supplementing and replacing some Appendices as follows:
a) Adding Appendices XII and XIII of this Circular to Circular No. 08/2013/TT-BTTTT.
b) Replacing Appendices I, VI, VII, X, and XI of Circular No. 08/2013/TT-BTTTT with Appendices I, VI, VII, X, and XI respectively according to the Appendix numbers of this Circular.
Article 2. Repeal and replace certain provisions of Circular No. 08/2013/TT-BTTTT dated March 26, 2013, issued by the Minister of Information and Communications on the management of telecommunications service quality:
1. Repeal Point a) Clause 3 Article 5.
2. Repeal Appendices V and IX.
3. Replace the phrase "through the network environment or in writing as prescribed" with "through the network environment as prescribed" in Clause 3 Article 7.
4. Replace the phrase "Technical support" with "Ensure technical conditions and personnel" at Point b) Clause 1 Article 9.
Article 3. Implementation clauses:
1. This Circular takes effect from December 15, 2020.
2. 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, issued by the Minister of Information and Communications on the management of telecommunications service quality shall be repealed from the date this Circular takes effect.
3. The Director of the Telecommunications Department; Heads of agencies and units under the Ministry of Information and Communications; Directors of Provincial Departments of Information and Communications; General Directors, Directors of telecommunications enterprises and organizations and individuals related to this matter shall be responsible for implementing this Circular.
4. In the course of implementation, if there are difficulties, they must be promptly reflected to the Ministry of Information and Communications (Telecommunications Department) for examination and resolution./.
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Place of Receipt: - Prime Minister and Deputy Prime Ministers (for comments); - Ministries, ministerial-level agencies, and government agencies; - Central Party Office; - National Assembly's Office; - President's Office; - Supreme People's Procuracy; - Supreme People's Court; - State Audit Office; - Legal Documents Supervision Bureau (Ministry of Justice); - People's Committees of provinces and centrally governed cities; - Official Gazette, Government Portal; - Ministry of Information and Communications: Minister and Deputy Ministers; Agencies and units under the Ministry; Ministry's Official Website; - Provincial Departments of Information and Communications; - Telecommunications enterprises; - To be filed: VT, CVT (250). |
THE MINISTER (Signed)
Nguyen Manh Hung |
Appendix I
MODEL OF TELECOMMUNICATION SERVICE QUALITY ANNOUNCEMENT
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020
of the Minister of Information and Communications
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SOCIALIST REPUBLIC OF VIETNAM Independence - Freedom - Happiness
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Number: Regarding the announcement of telecommunications service quality |
..., date..., month..., year... |
Respectfully submitted to: Telecommunications Department
1. Enterprise name:
Fax:
Email/Website:
2. Intellectual Property Rights Owner:
Email:
Legal representative of the enterprise:
2. Name of unit responsible for telecommunications service quality:
Fax:
Email/Website:
2. Intellectual Property Rights Owner:
Email:
3. Quality Announcement:
Service: …(name of telecommunications service) …
Technical standards applied: …(standard number, code, and name of technical standards applied) …
4. Documents attached:
Quality announcement of telecommunications service No. … dated … month … year …
5. Enterprise commitment:
a) To comply fully with the regulations of the Ministry of Information and Communications on the management of telecommunications service quality;
b) To ensure the quality of telecommunications services as announced.
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Place of Receipt: - As above; - For record ... |
Legal representative of the enterprise (signature, full name, stamp) |
Appendix VI
MODEL OF TELECOMMUNICATION SERVICE QUALITY INDICATORS
MOBILE CELLULAR LANDLINE TELEPHONE SERVICE
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020 issued by the Minister of Information and Communications)
QUALITY INDICATOR STATEMENT
MOBILE CELLULAR LANDLINE TELEPHONE SERVICE
Year: … year …
(Accompanying the periodic report on telecommunications service quality No. … dated … month … year … of “name of telecommunications enterprise”)
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Number No. |
Name of Index
Name of locality province, centrally governed city directly under the Central Government |
Successful call establishment rate |
Call drop rate |
Service availability |
Customer complaints about service quality |
Customer complaint response |
Customer assistance service |
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Time to provide customer assistance service by manpower through telephone |
Rate of successful calls to customer assistance service within 60 seconds of receiving a signal from the operator |
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Nationwide |
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Note:
- Definitions and methods for determining service quality indicators for reporting must comply with the national technical regulation QCVN 36:2015/BTTTT – National technical regulation on service quality mobile cellular landline telephone service.
- At the intersection between the column of indicator names and the row of locality names of provinces and centrally governed cities, a specific value must be recorded, not left blank ³ send a text message £.
- At the intersection between the column of indicators Customer complaints about service quality and the row of locality names of provinces and centrally governed cities record the number of written customer complaints about service quality in each province and centrally governed city.
- At the intersection between the row Nationwide and the columns of indicators, enterprises must record the indicator values calculated according to the method specified in QCVN 36:2015/BTTTT nationwide.
- For the indicators Successful call establishment rate, Call drop rate, and Customer assistance service: enterprises use monitoring methods to determine data.
Legal representative of the enterprise
(signature, full name, stamp)
Appendix VII
MODEL OF TELECOMMUNICATION SERVICE QUALITY INDICATORS
FIXED WIDE AREA NETWORK INTERNET ACCESS SERVICE USING TECHNOLOGY…(*)
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020 issued by the Minister of Information and Communications)
QUALITY INDICATOR STATEMENT
FIXED WIDE AREA NETWORK INTERNET ACCESS SERVICE USING TECHNOLOGY…(*)
Year: … year …
(Accompanying the periodic report on telecommunications service quality No. … dated … month … year … of “name of telecommunications enterprise”)
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Number No. |
Name of Index
Name of locality province, centrally governed city directly under the Central Government |
Service availability |
Time to restore connection |
Time to establish service |
Customer complaints about service quality |
Customer complaint response |
Customer assistance service |
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Available leased line |
No available leased line |
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Urban area, town |
Town, commune |
Urban area, town |
Town, commune |
Time to provide customer assistance service by manpower through telephone |
Rate (%) of successful calls to customer assistance service within 60 seconds of sending a request to connect and receiving a signal from the operator |
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Nationwide |
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No. |
Name of Index
Connection direction |
Average bandwidth utilization level |
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Outbound |
Inbound |
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Note:
- (*) The technology used is one of two technologies: FTTH/xPON, Cable TV modem,
- Definitions and methods for determining service quality indicators for reporting must comply with the national technical regulation QCVN 34:2019/BTTTT – National technical regulation on service quality fixed wide area network internet access service.
- At the intersection between the column of indicator names and the row of locality names of provinces and centrally governed cities, a specific value must be recorded, not left blank ³ send a text message £.
- At the intersection between the row Nationwide and the columns of indicators, enterprises must record the indicator values calculated according to the method specified in QCVN 34:2019/BTTTT nationwide.
- At the intersection between the column of indicator names and the row of connection directions, a specific value must be recorded, not left blank ³ send a text message £.
- Connection direction is defined in the national technical regulation QCVN 34:2019/BTTTT.
- For the Customer assistance service indicator, enterprises use monitoring methods to determine data.
Legal representative of the enterprise
(signature, full name, stamp)
ANNEX X
MODEL OF SELF-INSPECTION RESULTS FOR TELECOMMUNICATION SERVICE QUALITY INDICATORS
MOBILE CELLULAR LANDLINE TELEPHONE SERVICE
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020 issued by the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
MOBILE CELLULAR LANDLINE TELEPHONE SERVICE
Year: … year …
In the locality of province, centrally governed city: …
(Accompanying the self-inspection, measurement, and periodic evaluation results of telecommunications service quality
No. …… dated … month … year … of “ name of telecommunications enterprise”)
No. |
Quality service indicators |
Level according to QCVN 36:2015/BTTTT |
Level announced by the enterprise |
Minimum number of samples required for inspection according to QCVN 36:2015/BTTTT |
Actual number of samples inspected |
Determination method |
Actual quality level achieved |
Self-assessment |
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1 |
Radio network readiness |
³ 95% |
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100,000 samples |
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Successful call establishment rate |
³ 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) |
³ 90% |
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3,000 calls |
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5 |
Billing accuracy - Percentage of calls incorrectly billed - Percentage of talk time incorrectly billed |
£ 0,1% £ 0,1% |
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10,000 calls 10,000 calls |
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Percentage of calls incorrectly charged and invoiced - Percentage of calls incorrectly charged - Percentage of calls incorrectly invoiced |
£ 0,01% £ 0,01% |
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10,000 calls 10,000 calls |
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7 |
Customer assistance service - Time to provide customer assistance service via telephone labor - Percentage of calls to customer assistance service successfully connected and answered by an operator within 60 seconds |
+ Special Topic 8: per day
³ 80 % |
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250 calls |
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Remarks:
- Definition and method for determining indicators that must comply with national technical regulation QCVN 36:2015/BTTTT – National technical regulation on service quality mobile cellular landline telephone service.
- In the column "Actual Quality Level Achieved," a specific value must be recorded, not ³ send a text message £.
- In the column "Self-Assessment," record "Compliant" if the actual measurement results meet or exceed the level announced by the enterprise, if the actual measurement results do not meet the level announced by the enterprise, record "Non-compliant."
- For the indicator Call Setup Success Rate and Call Drop Rate, enterprises use simulation methods to determine data. simulation to determine data.
- For the Customer Assistance Service indicator, enterprises use simulation or manual calling methods to determine data. (signature, full name, stamp)
Legal representative of the enterprise
FIXED BROADBAND INTERNET SERVICE USING TECHNOLOGY …(*)
ANNEX XI
MODEL OF SELF-INSPECTION RESULTS FOR TELECOMMUNICATION SERVICE QUALITY INDICATORS
In the province/city:….
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020 issued by the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
In the province/city:….
Year: … year …
Accompanied by the Periodic Self-Inspection, Measurement, and Evaluation Results Report on Telecommunication Service Quality
(number … date … month … year … of
Level according to QCVN 34:2019/BTTTT “name of telecommunications enterprise”)
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No. |
Quality service indicators |
Minimum number of samples required for inspection according to QCVN 34:2019/BTTTT |
Level announced by the enterprise |
Average latency |
Actual number of samples inspected |
Determination method |
Actual quality level achieved |
Self-assessment |
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1. |
≤ 50ms |
1,000 samples |
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Average download speed |
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2. |
+ Average download speed P |
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≥ 0.8VFor 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%; |
1,000 samplesFor 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%; |
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+ Average upload speed Pu |
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- Time to provide customer assistance service via telephone labor |
1,000 samplesu |
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+ Average upload speed Pu |
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3. |
Customer assistance service - Percentage (%) of calls to customer assistance service successfully connected, sent connection request to operator and received operator's response signal within 60 seconds 24 hours per day |
- (*) The technology used is one of two technologies: FTTH/xPON, Cable TV modem.
≥ 80% |
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250 calls |
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Note:
- Definition and method for determining indicators that must comply with national technical regulation QCVN 34:2019/BTTTT – National technical regulation on service quality
- Customer Assistance Service indicator, enterprises use simulation or manual calling methods to determine data. fixed wide area network internet access service.
- In the column "Actual Quality Level Achieved," a specific value must be recorded, not ³ send a text message £.
- In the column "Self-Assessment," record "Compliant" if the actual measurement results meet or exceed the level announced by the enterprise, if the actual measurement results do not meet the level announced by the enterprise, record "Non-compliant."
MOBILE TERRESTRIAL NETWORK INTERNET ACCESS SERVICE
Legal representative of the enterprise
(signature, full name, stamp)
Appendix XII
MODEL OF TELECOMMUNICATION SERVICE QUALITY INDICATORS
province/city
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020 issued by the Minister of Information and Communications)
QUALITY INDICATOR STATEMENT
province/city
Year: … year …
(Accompanying the periodic report on telecommunications service quality No. … dated … month … year … of “name of telecommunications enterprise”)
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Number No. |
Name of Index
Name of locality centrally administered Percentage of calls to customer assistance service successfully connected, sent connection request to operator and received operator's response signal within 60 seconds |
Customer complaints about service quality |
Customer complaint response |
Customer assistance service |
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Time to provide customer assistance service by manpower through telephone |
- Definition and method for determining service quality indicators for reporting must comply with national technical regulation QCVN 81:2019/BTTTT – National technical regulation on service quality |
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Nationwide |
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Note:
mobile terrestrial network internet access - At the intersection between the row "Entire Network" and the columns of indicators.
- At the intersection between the column of indicator names and the row of locality names of provinces and centrally governed cities, a specific value must be recorded, not left blank ³ send a text message £..
- At the intersection between the column of indicators Customer complaints about service quality and the row of locality names of provinces and centrally governed cities record the number of written customer complaints about service quality in each province and centrally governed city.
enterprises record the indicator values calculated according to the determination method specified in QCVN 81:2019/BTTTT nationwide. - Customer Assistance Service indicator, enterprises use monitoring methods to determine data.
Level according to QCVN 81:2019/BTTTT.
Legal representative of the enterprise
(signature, full name, stamp)
ANNEX XIII
MODEL OF SELF-INSPECTION RESULTS FOR TELECOMMUNICATION SERVICE QUALITY INDICATORS
province/city
(Annexed to Circular No. /2020/TT-BTTTT dated month year 2020 issued by the Minister of Information and Communications)
SELF-INSPECTION RESULTS FOR QUALITY INDICATORS
province/city
Year: … year …
Accompanied by the Periodic Self-Inspection, Measurement, and Evaluation Results Report on Telecommunication Service Quality
(number … date … month … year … of
Level according to QCVN 34:2019/BTTTT “name of telecommunications enterprise”)
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Number No. |
Quality service indicators |
Minimum number of samples required for inspection according to QCVN 81:2019/BTTTT |
Level announced by the enterprise |
Unsuccessful service access rate |
Actual number of samples inspected |
Determination method |
Actual quality level achieved |
Self-assessment |
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1. |
Radio network readiness |
≥ 95% |
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100,000 samples |
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2. |
1,500 samples |
≤ 5 % |
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Average service access latency |
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3. |
Data transmission loss rate |
(*) |
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Average service access latency |
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4. |
Average data transfer speed: |
≤ 5% |
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Average service access latency |
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5. |
≥ V |
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Average service access latency |
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≥ 0.8VFor 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%; |
Percentage of samples with download speed greater than or equal to VFor 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%; |
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- Time to provide customer assistance service via telephone labor |
Percentage of samples with download speed greater than or equal to Vu |
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minin each region - Percentage of calls to customer assistance service successfully connected, sent connection request to operator and received operator's response signal within 60 seconds |
≥ 95% |
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6. |
Customer assistance service - Percentage (%) of calls to customer assistance service successfully connected, sent connection request to operator and received operator's response signal within 60 seconds ≤ 10s (for Internet access services using WCDMA technology), ≤ 5s (for Internet access services using |
- (*) The technology used is one of two technologies: FTTH/xPON, Cable TV modem.
≥ 80% |
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250 calls |
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Note:
- (*) LTE, LTE-A and subsequent versions) - Definition and method for determining indicators that must comply with national technical regulation QCVN 81:2019/BTTTT – National technical regulation on service quality
- Customer Assistance Service indicator, enterprises - At the intersection between the row "Entire Network" and the columns of indicators.
- At the intersection between the column of indicator names and the row of locality names of provinces and centrally governed cities, a specific value must be recorded, not left blank ³ send a text message £.
- In the column "Actual Quality Level Achieved," a specific value must be recorded, not ³ send a text message £.
- In the column "Self-Assessment," record "Compliant" if the actual measurement results meet or exceed the level announced by the enterprise, if the actual measurement results do not meet the level announced by the enterprise, record "Non-compliant."
use simulation or manual calling methods to determine data. using simulation methods or calling workers to determine data.
Legal representative of the enterprise
(signature, full name, stamp)
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