Regulations > End-User and Subscriber Service Charter Regulations, 2016

Network and service availability will be measured using the parameters listed in subregulations 9(1) to (2) below.

Availability of ECNS

(1)	The applicable measurement parameters for ECNS:

Parameter	Target	Reporting Period
Fixed services	95% network and service availability averaged over 6 months	6 monthly
Fixed wireless services	95% network and service availability averaged over 6 months	6 monthly
Mobile services	95% network and service availability averaged over 6 months	6 monthly

Availability of ECS

(2)	The applicable measurement parameters for ECS:

Parameter	Target	Reporting Period
Fixed Wireless services	95% service availability averaged over 6 months	6 monthly
Mobile services	95% service availability averaged over 6 months	6 monthly

(3)	A licensee must submit a compliance report to the Authority in respect of the parameters listed in subregulations (1) and (2) twice annually, in February and August, of each year. Reporting must be in accordance with the format prescribed or otherwise requested by the Authority from time to time.

Installation and Activation of Services to Qualifying Service Applicants

(4)	The parameters set out in subregulation (5) are applicable to the installation and activation of fixed, fixed wireless and mobile services.

Time to Install and Activate Services

(5)	The applicable measurement parameters:

Parameter		Target	Reporting Period
Installation
Fixed Services	Residential Services	95% installed within 30 days, from the date of request	6 monthly
	Business Services	90% successfully installed within 30 days from the date of request	6 monthly
Activation
Fixed Wireless		95% activated within 48 hours	6 monthly
Mobile Services		99% activated within 48 hours	6 monthly

(6)	A licensee must submit a compliance report to the Authority in respect of the parameters listed in subregulation (5) twice annually, in February and August. Reporting must be in accordance with the format prescribed or otherwise required by the Authority from time to time.

(7)	A licensee must report non-compliance with targets contained in subregulation (5) above in the following manner:

(a)	the number of applications not installed or activated within the prescribed timeframes above;

(b)	category of service (residential or business), and geographic areas where applications were not installed or activated within the prescribed timeframes; and

(c)	reasons for the variance resulting in non-compliance with the prescribed targets.

Fault Clearance

(8) The parameters set out in subregulation (9) are applicable to fault clearance.

(9) The applicable measurement parameters:

Parameter	Target	Reporting Period
Fixed	90% of faults cleared within 5 days	6 monthly
Mobile Services	95% of faults cleared within 24 hours	6 monthly

(10)	A licensee must submit a compliance report to the Authority in respect of the parameters listed in subregulation (9) twice annually, in February and August, of each year. Reporting must be in accordance with the format prescribed or otherwise required by the Authority from time to time.

(11)	A licensee must report non-compliance with targets contained in subregulation (5) above in the following manner:

(a)	the number of faults not cleared within the timeframes prescribed in subregulation(9);

(b)	cause of the faults not cleared; and

(c)	reasons for the variance resulting in non-compliance with the prescribed targets.

Measurement Parameters for Fixed, Fixed Wireless and Mobile Services

(12)	The parameters set out in sub-regulation (13) are applicable to fixed, fixed wireless and mobile services.

(13)	The applicable measurement parameters are as follows:

Parameter	Threshold
VOICE SERVICE
Average Call Setup Success Ratio	≥ 98 %
Average Call Setup Time	≤ 9 seconds
Average Dropped Call Ratio	≤ 3%
Average Speech Quality Mean Opinion Score (MOS)	≥ 3
Average SMS End-to-End Delivery Success Rate	≥ 98 %
Average SMS End-to-End Delivery Time	≤ 10s

DATA SERVICES
Application Throughput	Average value of Download ≥ 5 Mbit/s
File Transfer Protocol (FTP) Average Download Throughput	Average value of Download ≥ 5 Mbit/s
File Transfer Protocol (FTP) Average Upload Throughput	Average value of Upload ≥ 1,5 Mbit/s
Hypertext Transfer Protocol (HTTP) Average Download Throughput	Average value of Download ≥ 5 Mbit/s
Hypertext Transfer Protocol Average Upload Throughput	Average value of Upload ≥ 1,5 Mbit/s
Round Trip Time RTT (Latency)	Average value ≤ 100ms
Average Speech Quality Mean Opinion Score (MOS)	≥ 3.5
Minimum Signal Strength	≥ -105 dBm
END USER TEST CASES
Web Page Access Success Rate	≥ 95 %
Web Page Completion Success Rate	≥ 95 %
Web Page Download time	≤ 5 sec
Video Streaming Set-up Success Rate	≥ 95 %
Video Streaming Completion Success Rate	≥ 95 %
Video Streaming Reproduction Cut-off Ratio	≥ 95 %

Regulation 9(12) and (13) substituted by regulation 4 of the End-User and Subscriber Service Charter Fourth Amendment Regulations 2023, Notice No. 3207, GG48318, dated 28 March 2023]

(14)	A licensee must submit a compliance report to the Authority in respect of the parameters listed in subregulation (12) twice annually, in February and August, of each year. Reporting must be in accordance with the format prescribed or otherwise required by the Authority from time to time.

(15)	A licensee must submit a report on non-compliance with targets contained in subregulation (12) above in the following manner:

(a)	number of targets not achieved within the prescribed connectivity failure rates above;

(b)	actual data transmission speeds achieved as per the prescribed targets; and;

(c)	reasons for the variance.

Electronic Communications Act, 2005 (Act No. 36 of 2005)

Regulations

End-User and Subscriber Service Charter Regulations, 2016

9. Quality of service