Notwithstanding compliance with Regulation no. 46/2005, published on 14 June (Regulation on Quality of Service), the contracted party is bound to comply with a set of quality of service parameters and performance objectives applicable to the universal service provisions of connection to a public communications network at a fixed location and provision of publicly available telephone services, as established below 1.
The parameters (QSP) are to be measured at regional level, for each of the geographical areas covered by provision of the service.
Without prejudice to quarterly reporting requirements, the reference period for the purposes of QSP compliance is one year.
2.2.1. Supply time for initial connection (QSP1)
"Supply time for initial connection" 2 (QSP1) corresponds to the duration, measured in days, from the instant a customer submits a valid request to the contracted party for the supply of a connection to a public communications network at a fixed location to the instant working access to the service in question is made available for use.
For the purpose of measuring QSP1, it is considered that the supply of a connection to access a public communications network at a fixed location consists of making available to the consumer, for their use, a connection to the first terminal device of exclusive use by the consumer or, alternatively, a connection to the consumer's network, under the terms of current legislation relating to infra-estruturas de telecomunicações em edifícios (telecommunications infrastructure in buildings).
A valid request for the supply of a connection means any request addressed to and accepted by the contracted party for: (i) supply of a new connection (first connection supplied to a customer or new connection subsequent to a customer changing address), or (ii) supply of an additional connection, at the same address or at a different address, to a customer already in receipt of the service. For the purpose of measuring QSP1, situations where installation of a new connection to a public communications network at a fixed location occurs simultaneously to the provision of other electronic communications services are not to be excluded.
If an installation request entails more than one connection, the installation of each connection counts as a separate connection for the purpose of measuring QSP1.
Temporary installations are not to be considered for the purpose of measuring QSP1. In this respect, temporary installations are considered as installations in which the duration of connection to the service does not exceed one month.
The information to be provided by the contracted party in respect of QSP1 is as follows: (a) times taken to supply connections corresponding to the 95 and 99 percent percentiles of the fastest installations, in cases where the consumer does not specify a target date; (b) percentage of requests for the supply of connections satisfied on or before the date agreed with the consumer in cases where the consumer specifies a target date; and (c) ratio between the number of initial connections provided where a target date is specified by the consumer and the total number of initial connections supplied.
For the purpose of measuring QSP1, it is considered that a target date has been specified by the consumer when the consumer requests installation on a date subsequent to the date resulting from application of the average time required to supply an initial connection. This information is to be published and made available to consumers in accordance with article 40 of the LCE, and shall also be included in the contract to be concluded between the consumer and the contracted party, in accordance with point b), paragraph 1 of article 48, also of the LCE.
Additionally, the supply time for a connection will be considered as from the date on which the request is received by the contracted party or as from the date on which amendments or addendums are made to previous agreements or as from the date agreed with the consumer, where applicable. In the latter situation, the date agreed with the consumer is considered as any date requested by the consumer and accepted by contracted party or any date scheduled by the contracted party and not rejected by the consumer. In the event that the date agreed with the consumer is postponed and, as a consequence, a new date is scheduled for reasons attributable to the contracted party, the first of these dates shall be considered for the purposes of measuring QSP1.
For the purposes of measuring QSP1, consideration shall not be given to: (i) time elapsing due to conduct of the consumer from the instant that the contracted party is notified or becomes aware that the premises of the consumer lacks conditions which enable supply of the connection to the instant that this situation is resolved; and (ii) delays in the installation of the first terminal device which is of exclusive use by the consumer or of the network of the consumer, under the terms of current legislation relating to infra-estruturas de telecomunicações em edifícios (telecommunications infrastructure in buildings) where the contracted party is not responsible for carrying out said installation. In the first situation, the periods of time elapsing between periods attributable to the conduct of the consumer, if any, are considered to be the responsibility of contracted party and as such, are to be considered for the purposes of measuring QSP1.
QSP1 applies to all accesses covered by the Tarifário do Serviço Universal (Universal Service Tariff) and the Tarifário Reformados e Pensionistas (Retirees and pensioners tariff).
A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:
|
Parameter |
Measurement |
|
|
Indicator |
Method |
|
|
Supply time for initial connection (QSP1) |
(a) Times taken to supply connections corresponding to the 95% and 99% percentiles of the fastest installations, in cases where the consumer does not specify a target date (b) Percentage of requests for the supply of connections satisfied on or before the date agreed with the consumer in cases where the consumer specifies a target date (c) Ratio between the number of initial connections provided where a target date is specified by the consumer and the total number of initial connections supplied |
All occurrences observed during the reference period |
The performance objectives applicable to QSP1 are as follows:
|
Indicator |
Target |
|
(a1) Time taken to supply connections corresponding to the 95% percentile of the fastest installations, when customer does not specify a target date |
21 days |
|
(a2) Time taken to supply connections corresponding to the 99% percentile of the fastest installations, when customer does not specify a target date |
43 days |
|
(b) Percentage of requests for the supply of connections satisfied on or before the date agreed with the consumer in cases where the consumer specifies a target date |
85% |
2.2.2. Faults rate per access line (QSP2)
''Faults rate per access line'' (QSP2) corresponds to the measurement of the number of valid faults reported by consumers of services supplied by the contracted party, where resulting in disrupted or degraded service and attributable to the network of the contracted party or any interconnected public network supporting communications eligible for the calculation of QSP2.
For the purposes of measuring QSP2, services shall mean such services of the contracted party as are subject to fault reporting by consumers.
A fault report is to be considered valid when the contracted party: (i) is able to confirm its existence after the testing; or (ii) has the means to ascertain that the fault occurred, even while it is found to be cleared when tested.
In addition, for the purposes of measuring QSP2, the number of faults should be counted in accordance with the number of accesses, even where reported by the same consumer, whereas common faults affecting more than one consumer are to be counted according to the number of reports associated with one of these faults. Notwithstanding the last stipulation, reports referring to a determined access are to be counted as a single report until the fault is repaired by the contracted party.
In measuring this parameter, no exclusion can be made in respect of faults when resulting from problems in base stations or problems in any other network element and in respect of faults in the customer card that may be attributable the contracted party (e.g. faults caused by a remote reconfiguration of the card without any intervention from the terminal user).
In measuring QSP2, the following shall not be considered: (i) faults occurring in equipment on the consumer side; and (ii) faults occurring in the network beyond the first terminal devices used exclusively by the consumer, under the terms of current legislation governing infra-estruturas de telecomunicações em edifícios (telecommunications infrastructure in buildings) (includes, where applicable, faults in customer cards which are not attributable to the contracted party).
In respect of QSP2, the contracted party is required to provide information on the total number of faults reported per access during the reference period.
QSP2 is to be calculated by dividing the total number of faults reported during the reference period by the average total of accesses over the same period. For the purposes of measuring QSP2, all accesses are to be considered as are made available to customers covered by the Tarifário do Serviço Universal (Universal Service Tariff) and the Tarifário Reformados e Pensionistas (Retirees and pensioners tariff).
A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:
|
Parameter |
Measurement |
|
|
Indicator |
Method |
|
|
Faults rate per access line (QSP2) |
Total number of faults reported per access |
All occurrences observed during the reference period |
The performance target applicable to QSP2 is as follows:
|
Indicator |
Target |
|
Total number of faults reported per access |
0.10 |
2.2.3. Fault repair time (QSP3)
"Fault repair time" (QSP3) corresponds to the duration, in consecutive hours, from the instant a valid fault occurring on the network of the contracted party or on any interconnected public network supporting communications eligible for the calculation of QSP3 is reported to the contracted party by the consumer to the instant when full restoration of the service is achieved. For the purposes of measuring QSP3, the following definitions shall apply: (i) services of contracted party means services subject to fault reporting by consumers, (ii) full restoration of the service means return of the service to the initial situation existing prior to the fault occurring, i.e., resolution of the problem reported by the consumer, considered as corresponding to notification by the contracted party to the consumer as to resolution of the fault where not disputed by the consumer within a period of 5 working days. Similarly, the reported valid faults to be considered correspond to the reported valid faults defined in respect of QSP2.
For the purposes of measuring QSP3, the duration considered is the period of time which elapses from the instant when the contracted party is first made aware of a determined fault through a consumer report. This applies, in particular, in the case of faults reported more than once, whether or not by the same consumer.
For the purposes of measuring QSP3, consideration is not to be given to the time elapsing between the date, or time, of repairing a determined fault initially scheduled by the contracted party and a subsequent date, or time, scheduled to suit the convenience of the consumer.
For the purpose of measuring QSP3, consideration is to be given to the totality of valid faults resolved during the reference period, regardless of the dates on which they were reported.
For the purpose of measuring QSP3, consideration is not to be given to situations where: (i) following prior notice of a visit to the customer's premises, restoration of the service is deemed impossible for reasons attributable to the consumer; and (ii) the contracted party supplies a faster repair service in exchange for additional payment.
The information to be provided by the contracted party in respect of QSP3 is as follows: (a) time taken to repair faults occurring on the local access network corresponding to 80 percent and 95 percent percentile of the fastest repairs; (b) time taken to repair other faults corresponding to 80 percent and 95 percent percentile of the fastest repairs; and (c) percentage of faults repaired within the fault repair deadline established by the contracted party as an objective in its offer to customers. With respect to this last set of data, the contracted party shall also provide information on the deadline which it establishes for the repair of faults as an objective governing provision to its customers during the reference period. In respect of QSP3, the contracted party is also required to provide information on the numbers which can be used to access fault reporting services.
A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:
|
Parameter |
Measurement |
|
|
Indicator |
Method |
|
|
Fault repair time (QSP3) |
(a) Time taken to repair faults occurring on the local access network corresponding to the 80% and 95% percentiles of fastest repairs (b) Times taken to repair other faults corresponding to the 80% and 95% percentiles of fastest repairs (c) Percentage of faults repaired within the deadline established by the universal service provider as a target governing provision to its customers |
Total number of occurrences observed during the reference period |
The performance objectives applicable to QSP3 are as follows:
|
Indicator |
Target |
|
(a1) Time taken to repair faults occurring on the local access network corresponding to the 80% percentile of fastest repairs (hours) |
72 |
|
(a2) Time taken to repair faults occurring on the local access network corresponding to the 95% percentile of fastest repairs (hours) |
165 |
|
(b1) Time taken to repair other faults corresponding to the 80% percentile of fastest repairs (hours) |
47 |
|
(b2) Time taken to repair other faults corresponding to the 95% percentile of fastest repairs (hours) |
108 |
|
(c) Percentage of faults repaired within the deadline established by the universal service provider as a target governing provision to its customers |
80% |
2.2.4. Unsuccessful call ratio (QSP4)
In line with the definition given in version 1.3.1 of the document ETSI EG 202 057-2, the "unsuccessful call ratio" (QSP4) corresponds to the measurement of the number of attempted calls to valid numbers properly dialled, where neither a called party busy tone nor ringing tone is obtained within thirty seconds from the instant when the information required for setting up a call is received by the network of the contracted party.
Information to be provided by the contracted party in respect of QSP4: (a) total number of calls eligible for the calculation of QSP4 separated by national calls and international calls; (b) ratio of unsuccessful calls in case of national calls; and (c) ratio of unsuccessful calls in the case of international calls.
The measurement of QSP4 is to be carried out at the level of the local switch, or equivalent infrastructure or at the level of network termination points, through the compilation of data on a sample which is representative of real outgoing traffic (for a period of one week per month, 7 days and 24 hours per day) over the year.
For the purpose of measuring QSP4, consideration is not to be given to calls delivered by the contracted party to an indirect access provider.
A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:
|
Parameter |
Measurement |
|
|
Indicator |
Method |
|
|
Unsuccessful call ratio (QSP4) |
(a) Total number of calls eligible for the calculation of QSP4 separated by national calls and international calls (b) Ratio of unsuccessful calls in case of national calls (c) Ratio of unsuccessful calls in case of international calls |
Representative sample, at the level of the local switch, or equivalent infrastructure or at the level of network termination points, of real outgoing traffic (for a period of one week per month, 7 days and 24 hours per day), over the year. |
2.2.5. Call set-up time (QSP5)
In line with the definition given in version 1.3.1 of the document ETSI EG 202 057-2, "call set-up time" (QSP5) corresponds to the period, measured in seconds, from the instant when the information required for setting up a call is received by the network of the contracted party to the instant when the called party busy tone or ringing tone is received by the calling party.
The information to be provided by the contracted party in respect of QSP5 is as follows: (a) total number of calls eligible for the calculation of QSP5 separated by national calls and international calls; (b) average period of time taken to set up a call in the case of national calls; (c) call set-up time, in the case of national calls, corresponding to the 95 percent percentile of fastest calls; (d) average period of time taken to set up a call in the case of international calls; and (e) call set-up time, in the case of international calls, corresponding to the 95 percent percentile of fastest calls.
The measurement of QSP5, as set out in version 1.3.1 of the document ETSI EG 202 057-2, is to be carried out at the level of local switches, or equivalent infrastructure or network termination points, through compilation of data in a representative sample of actual outgoing traffic over the year. Data should be collected for one week per month, 7 days and 24 hours a day.
For the purpose of measuring QSP5, consideration is not to be given to: (i) unsuccessful calls; and (ii) calls delivered by the contracted party to a provider of indirect access, which, subsequently, terminates the calls and charges the consumers. On the other hand, consideration is to be given to calls to ported numbers.
A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:
|
Parameter |
Measurement |
|
|
Indicator |
Method |
|
|
Call set-up time (QSP5) |
(a) Total number of calls eligible for the calculation of QSP5 separated by national calls and international calls (b) Average call set-up time in the case of national calls (c) Call set-up time, in the case of national calls, corresponding to 95% percentile of fastest calls (d) Average call set-up time in the case of international calls (e) Call set-up time, in the case of international calls, corresponding to 95% percentile of fastest calls |
Representative sample, at the level of the local switch, or equivalent infrastructure or at the level of network termination points, of real outgoing traffic (for a period of one week per month, 7 days and 24 hours per day), over the year. |
2.2.6. Bill correctness complaints (QSP6)
In line with the definition given in version 1.3.1 of the document ETSI EG 202 057-2, "bill correctness complaints" (QSP6) corresponds to the number of bills referring to services encompassed by the scope of the universal service resulting in a customer complaint about the correctness of the values billed.
For the purposes of measuring QSP6, consideration is to be given to all bills having a date of issue within the reference period and resulting in a complaint, irrespective of the result of the analysis and the data collection period. Requests for information on bills are not to be counted as bill correctness complaints.
Complaints about bills issued in respect of services included within the scope of the universal service by other entities, particularly in the context, if applicable, of the wholesale line rental offer (WLRO), should only be counted if the complaint refers to data sent by the contracted party to the other entities as necessary for the billing of the services in question.
Measurement of QSP6 is to include complaints which are handled over the telephone or handled face-to-face with the consumer.
As a rule, each bill should only be counted once for the purposes of QSP6. As an exception to this situation, complaints in respect of bills which have already been examined and for which a response has already been given by the contracted party are to be counted as new complaints when new facts are reported.
For the purposes of QSP6, the contracted party is to provide information on the total number of valid complaints referring to bills issued in respect of services encompassed within the scope of the universal service. This information is to be separated according to whether the bills in question have been issued by the contracted party or issued by other entities, particularly in the context, if applicable, of the WLRO.
The QSP6 is to be calculated obtaining the percentage of bills issued and resulting in complaints compared to the total number of bills issued.
A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:
|
Parameter |
Measurement |
|
|
Indicator |
Method |
|
|
Bill correctness complaints (QSP6) |
Percentage of bills resulting in complaints compared to the total number of bills issued |
Total number of occurrences observed during the reference period |
The performance target applicable to QSP6 is as follows:
|
Indicator |
Target |
|
Percentage of bills resulting in complaints compared to the total number of bills issued |
0.04% |
2.2.7. Information to be provided by the contracted party to consumers
The contracted party shall announce, on an annual basis, information on the performance levels determined in the context of measuring the above parameters, no later than one month following the end of each year of provision of the contracted service.
The information in question relates to the period of one year from the month in which provision of the services commenced.
The published information is to be separated by geographical area and by district. Announcement of the information on quality of service is to be published on the contracted party's website, in a visible and easily identifiable manner.
1 Regulation applicable to the service of access to the public telephone network at a fixed location and to the publicly available telephone service at a fixed location, as amended by Regulation no. 372/2009, published on 28 August.
2 For the purposes of the present decision ''initial connection'' means all situations in which connection and activation of the service occur simultaneously, as well as situations where only activation of the service occurs.
