Public Service Commission Act, 1997
R 385
Electronic Communications Act, 2005 (Act No. 36 of 2005)RegulationsEnd-User and Subscriber Service Charter Regulations, 20169. Quality of service |
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. |
