These regulations specify the quality of mobile telephone services on ground-based telecommunication networks, including service quality indicators and technical specifications. Service providers must ensure compliance with these standards and publicly announce the service provision areas to customers in the form of digital maps.
适用范围
Ground-based mobile telecommunications service providers
要点
- Indicators for service availability, customer complaints, and customer support services
- Technical indicators such as coverage, call quality, and data transmission
- Provisions regarding the public announcement of service provision areas in the form of digital maps
- Responsibilities for managing the quality of telecommunications services according to current regulations of the Ministry of Information and Communications.
- Testing locations include indoor, outdoor fixed, and mobile positions
🌐 本文件的社会影响
- Improving the quality of mobile telecommunications services
- Increasing customer satisfaction with provided services
- Ensuring consumer rights when using mobile telecommunications services
❓ 常见问题
Why is it necessary to announce service provision areas in the form of digital maps?
This facilitates customers' understanding of the network's operational scope, enabling them to choose a service provider that meets their usage needs.
What does the service quality indicator include?
It includes service availability, customer complaints, complaint response time, and the success rate of calls to customer support services.
Where are the testing locations?
They include indoor locations (public buildings), outdoor fixed locations (concentrated population areas), and mobile locations (during movement on roads).
全文
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MINISTRY OF INFORMATION AND COMMUNICATION |
SOCIALIST REPUBLIC OF VIET NAM |
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Number: 40/2015/TT-BTTTT |
Hanoi, December 25, 2015 |
CIRCULAR
ISSUING "NATIONAL TECHNICAL REGULATION ON QUALITY OF TELEPHONE SERVICE ON PUBLIC LAND MOBILE NETWORK"
Pursuant to the Law on Standards and Technical Regulations dated June 29, 2006;
Pursuant to the Law on Telecommunications dated November 23, 2009;
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;
Based on Decree No. 132/2013/ND-CP dated October 16, 2013 of the Government on the functions, tasks, powers, and organizational structure of the Ministry of Information and Communications;
Pursuant to the proposal of the Director of the Science and Technology Department,
The Minister of Information and Communications issues this Circular to promulgate the National Technical Regulation on the quality of telephone services on public land mobile networks.
Article 1.
Attached to this Circular is the National Technical Regulation on the quality of telephone services on public land mobile networks (QCVN 36:2015/BTTTT).
Article 2.
This Circular takes effect from July 1, 2016, and replaces the "National Technical Regulation on the quality of telephone services on public land mobile networks," designated QCVN 36:2011/BTTTT, issued together with Circular No.
11/2011/TT-BTTTT dated May 26, 2011, issued by the Minister of Information and Communications to promulgate the National Technical Regulation on Telecommunications.Article 3.
The Heads of the Office, Department Heads of Science and Technology, Heads of agencies and units under the Ministry of Information and Communications, Directors of Provincial Departments of Information and Communications, and organizations and individuals related to this matter shall be responsible for implementing this Circular.
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Place of Receipt: |
THE MINISTER |
QCVN 36:2015/BTTTT
NATIONAL TECHNICAL REGULATION ON THE QUALITY OF TELEPHONE SERVICES ON PUBLIC LAND MOBILE NETWORKS
National technical regulation on Quality of telephone service on the Public Land Mobile Network
TABLE OF CONTENTS
Chapter 1. GENERAL PROVISIONS
1.1. Scope of Application
1.2. Applicability
1.3. Referenced Documents
1.4. Terms and Definitions
Chapter 2. TECHNICAL PROVISIONS
2.1. Technical Quality Indicators
2.1.1. Radio Network Availability
2.1.2. Call setup success rate
2.1.3. Call Drop Rate
2.1.4. Voice Quality
2.1.5. Billing Accuracy
2.1.5.1. Incorrectly Billed Call Rate
2.1.5.2. Incorrectly Billed Talk Time Rate
2.1.6. Billing error rate
2.2. Service Quality Indicators
2.2.1. Service Availability
2.2.2. Customer complaints about service quality
2.2.3. Customer complaint response
2.2.4. Customer assistance services
3. MANAGEMENT PROVISIONS
4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS
Chapter 5. ORGANIZATION OF IMPLEMENTATION
ANNEX A (Provisions) Measurement Locations
Foreword
QCVN 36:2015/BTTTT replaces QCVN 36:2011/BTTTT.
QCVN 36:2015/BTTTT was compiled by the Telecommunications Department, reviewed and submitted for approval by the Department of Science and Technology, and promulgated by the Ministry of Information and Communications pursuant to Circular No. 40/2015/TT-BTTTT dated December 25, 2015.
NATIONAL TECHNICAL REGULATION ON THE QUALITY OF TELEPHONE SERVICES ON PUBLIC LAND MOBILE NETWORKS
National technical regulation on Quality of telephone service on the Public Land Mobile Network
Chapter 1. GENERAL PROVISIONS
1.1. Scope of Application
This regulation sets out the limit levels for quality indicators applicable to telephone services on public land mobile networks.
1.2. Applicability
This regulation applies to State management agencies and telecommunications enterprises providing telephone services on public land mobile networks (hereinafter referred to as "Service Providers") that manage the quality of such services in accordance with 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 E.804 (02/2014): "QoS Aspects for Popular Services in Mobile Networks".
ITU-T P.863 (09/2014): "Perceptual Objective Listening Quality Assessment".
ITU-T P.800 (8/1996): "Methods for Subjective Determination of Transmission Quality".
1.4. Terms and Definitions
1.4.1. Customer (service user) refers to individuals and organizations, both domestic and foreign, using telephone services on public land mobile networks provided by Service Providers.
1.4.2. Service Coverage Area is the geographic area where Service Providers announce their ability to provide telephone services on public land mobile networks at the quality level specified in Section 2.1 of this regulation.
1.4.3. Service Quality is the result of the synthesis of various indicators reflecting the level of satisfaction of users with the service.
1.4.4. Incident is the malfunction of one or more elements of the public land mobile network affecting cells within the mobile communication network, leading to partial or complete interruption of telephone service provision.
1.4.5. Cell (Cell) is the coverage area of radio frequency signals from a public mobile phone base station.
1.4.6. Public Mobile Phone Base Station is an element of the public land mobile network tasked with connecting communication information to subscribers.
1.4.7. Successful Call Setup is a call where, after dialing, the calling subscriber receives a signal indicating the correct status of the called subscriber.
1.4.8. Dropped Call is a call that has been successfully established but is lost during the conversation due to reasons related to the public land mobile network.
1.4.9. 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 may be determined by one or more different methods. In cases where a service quality indicator is determined by multiple methods specified in this regulation, the quality indicator is deemed compliant if each method's evaluation result meets the prescribed quality threshold.
Chapter 2. TECHNICAL PROVISIONS
2.1. Technical Quality Indicators
2.1.1. Radio Network Availability
2.1.1.1. Definition
Radio network availability is the percentage ratio between the number of measurement samples with received signal strength greater than or equal to -100 dBm and the total number of measurement 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 at different times of day within the service coverage area.
2.1.2. Call setup success rate
2.1.2.1. Definition
Call setup success rate is the percentage ratio between the number of successful calls and the total number of calls.
2.1.2.2. Indicator
Call setup success rate ³ 98%.
2.1.2.3. Determination Method
The determination can be applied using one or both of the following methods:
- Simulation call: The minimum number of simulated calls is 3,000, evenly distributed across three testing conditions: indoor testing; outdoor fixed location testing; outdoor mobile testing. For each condition, measurements are taken at different times of day within the service coverage area; the interval between two consecutive simulated calls initiated from the same calling subscriber must not be less than 30 seconds. Measurement location requirements are stipulated in Annex A.
- 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:
- Simulation call: The minimum number of simulated calls is 3,000, evenly distributed across three testing conditions: indoor testing; outdoor fixed location testing; outdoor mobile testing. For each condition, measurements are taken at different times of day within the service coverage area; call duration sampled ranges from
60 seconds to 180 seconds, with calls from 60 seconds to 90 seconds ensuring a minimum sample size of 50% of the total samples; the interval between two consecutive simulated calls initiated from the same calling subscriber must not be less than 30 seconds. Measurement location requirements are stipulated in Annex 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 over the voice channel, determined by calculating the average score on a scale of 1 to 5 according to Recommendation P.800 of the International Telecommunication Union (ITU).
2.1.4.2. Target
Percentage of calls with voice quality scores greater than or equal to 3.0 ≥ 90%.
2.1.4.3. Method of Determination
Simulation method. The measurement procedure shall be carried out according to Recommendation ITU-T P.863. The minimum number of simulated calls is 3,000, evenly distributed across three testing conditions: indoor measurement; outdoor fixed position measurement; mobile outdoor measurement. For each testing condition, measurements shall be conducted at different times of the day within the service provision area. The interval between two consecutive simulated calls originating from the same calling subscriber must not be less than 30 seconds. The requirements for testing positions 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 ratio of incorrectly billed calls is the percentage of incorrectly billed calls over 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 value of the 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 in absolute value compared to the national standard clock time.
2.1.5.1.2. Target
Ratio of incorrectly billed calls £ 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 calls: Conduct simulations at different times of the day within the service provision area and in both intra-network and inter-network directions. The interval between two consecutive simulated calls originating from the same calling subscriber must not be less than 10 seconds. The number of simulated calls with durations ranging from 1 to 90 seconds must account for at least 60% of the total number of simulated calls.
- Signal monitoring: Sample calls at different times of the day. Connect signal monitoring equipment at switchboards and perform on the normal daily signaling flows of the terrestrial mobile telecommunications network, ensuring no impact on the normal operation of the network.
2.1.5.2. Incorrectly Billed Talk Time Rate
2.1.5.2.1. 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.
2.1.5.2.2. Target
Ratio of incorrectly billed talk time £ 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. Billing error rate
2.1.6.1. Incorrectly Charged Call Rate
2.1.6.1.1. 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.
2.1.6.1.2. Target
The ratio of incorrectly charged calls ≤ 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. Ratio of incorrectly invoiced calls
2.1.6.2.1. Definition
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 time and/or end time and/or talk time compared to charging data;
- Calls where the charge amount on the invoice differs from the billing data.
2.1.6.2.2. Target
Ratio of incorrectly invoiced calls £ 0,01%.
2.1.6.2.3. Method of Determination
Compare a minimum of 10,000 invoiced calls with billing data.
2.2. Service Quality Indicators
2.2.1. Service Availability
2.2.1.1. Definition
Service availability (D) is the percentage of time during which the network is ready to provide services to customers.
wherein: TF Service availability determination period;
TfNetwork downtime attributable to the service provider and calculated according to the formula:
N ||| Total number of incidents during the service availability determination period;
Ri Number of cells at the time of the nth incident occurrence; i;
Fi : Number of cells affected in the 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
Domestic air passenger transport service on regular basic economy class ³ 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 regarding 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
Telecommunications service providers must respond in writing to 100% of customer complaints within 2 working days from the date of receipt of 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 service is a service that provides answers to inquiries, assistance, guidance on usage, and related information about mobile telephone services on the terrestrial mobile telecommunications network to customers.
2.2.4.2. Index
- Customer assistance service provided through telephone labor is available 24 hours a day.
- The success rate of calls to the customer assistance service receiving an operator's response within 60 seconds must be ≥ 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. Quality indicators for mobile telephone services on the terrestrial mobile telecommunications network are managed in accordance with regulations on the management of telecommunications service quality.
3.2. Telecommunications service providers must publish the service provision area in digital map form to customers.
4. RESPONSIBILITIES OF ORGANIZATIONS AND INDIVIDUALS
4.1. Telecommunications service providers must ensure that the quality of mobile telephone services on the terrestrial mobile telecommunications network meets this Standard, implement conformity declarations, and be subject to state management agency inspections in accordance with current regulations.
4.2. Specific responsibilities of telecommunications service providers are stipulated in the regulations on the management of telecommunications service quality 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 National Technical Regulation QCVN 36:2011/BTTTT "National Technical Regulations on the Quality of Mobile Telephone Services on Terrestrial Mobile Telecommunications Networks".
5.3. In cases where provisions set forth in this Standard are amended, supplemented, or replaced, they shall be implemented according to the new document./.
A.1. Measurement Server
Product Name, Goods According to QCVN
Testing Position
A.1. Indoor Testing Position
Measurement inside public facilities such as airports, railway stations, bus terminals, hospitals, museums, etc...
A.2. Outdoor Fixed Position Testing
Measurement at fixed outdoor locations near densely populated areas such as around train stations, bus terminals, market gates, hospital gates, school gates, parks, cultural relics, scenic spots, etc...
A.3. Mobile Outdoor Testing Position
Measurement at mobile outdoor locations during movement on roads.
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