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QUALITY OF SERVICE

POST AND TELECOM QUALITY OF SERVICE STANDARDS

(Attached with the Declaration of services  No. 1674/GMT dated 14th December 2011 from Gtel Mobile JSC)

Service: Telephone Service on the Public Land Mobile Network

No

Quality of Service Specifications

National Technical

Regulation QCVN 36:2011

Declared Standard

1

Call Success Rate

>=92%

>=92%

2

Dropped Call Rate

<=5%

<= 5%

3

Quality of Voice Call (MOS- Mean Opinion Score)

>=3,0

>=3,0

4

Accuracy of charging

- Rate of call with wrong charging

- Rate of call with wrong charging duration

   

<=0,1%

<=0,1%

   

<= 0,1%

<= 0,1%

5

Rate of call with wrong billing and invoicing

- Rate of call with wrong billing

- Rate of call with wrong invoicing

   

<= 0,01%

<=0,01%

   

<=0,01%

<= 0,01%

6

Availability of service

>= 99,5%

>= 99,5%

7

Service complaints from customers

(Number of complaints/100 customer/3 months)

<= 0,25

<= 0,25

8

Response to complaints from customers

(responses per complaints ratio within 02 working

days since the time receiving complaints)

   

100%

   

100%

9

Call Center Services

- Time for supply services to customer through telephone

- Rate of calls to Call Center with successful

connection to telephone operator within 60s.

   

24/day

   

   

>= 80 %

   

24/day

   

   

>=80 %

   

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