No timeframe, format set for performance report disclosure to users
The Bangladesh Telecommunication Regulatory Commission on Wednesday issued a directive setting service quality standard for the mobile phone operators.
The telecom regulator asked the telcos to ensure call success rate at 95-97 per cent with a maximum call drop rate at 2- 3 per cent. It asked the operators to submit the performance reports to the BTRC every month.
Although the BTRC asked the operators to disclose the reports to the customers, the format and time specification was not mentioned in the directive.
The BTRC interim directive on ‘Quality of Service for Mobile Operators’ came following a recent trend of increasing call drop, poor network coverage and unsatisfactory customer care support, said the telecom regulator.
According to the directive, apart from 95 to 97 per cent call success rate and 2 to 3 per cent call drop rate, different types of network congestion, which might disrupt the call, cannot be more than 3 per cent.
The monthly completion rate for short massage service [SMS] has to be at 80 to 85 per cent, it said.
The directive also set acceptable number of customer complaints for the telcos and the response time for the customer care service.
The BTRC also set different standards for ensuring the service of base transceiver station and ports of connectivity.
The operators need to preserve all the records required to find the value achieved for all parameters for three years, said the directive.
The benchmarking log and mapinfo need to be stored without modification for the specified period of time, it also said.
According to the BTRC directive, the operators have to submit the monthly report for four different geographical areas — overall network, Dhaka and Chittagong metropolitan area, all districts and upazila headquarters and rest of the licensed areas — with original system generated files.
Although the operators have to submit report in every month, the BTRC will average in every three months and prepare a quarterly report, it said.
The BTRC or its authorised agencies will be eligible to cross check the QoS report of the operators.
The telecom regulator will also publish a yearly ranking of the operators by analysing data from under customer survey, BTRC drive test and the self-reporting of the operators, it said.
‘As the BTRC did not specify the time and formant for operators to inform their service performance to customers, the operators might take unfair advantage of it,’ a senior BTRC official told New Age.
He said complexity over disseminating performance information might fail to make operators accountable to their users.
-With New Age input
