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Minimum quality-of-service standards
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37. (1) The Commission may specify minimum quality-of-service standards to be met by providers of internet access services or publicly available interpersonal communications services when providing such services to end-users generally, or such class of end-user as the Commission may specify, in respect of any of the following:
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(a) customer service, including—
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(i) available customer service channels,
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(ii) response times on available customer service channels,
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(iii) time taken to revert to a customer if an issue is not resolved on first contact, and
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(iv) escalation to complaint handling;
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(b) complaint handling, including—
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(i) available complaint handling channels,
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(ii) acknowledgement times, and
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(iii) time taken to resolve a dispute;
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(c) outages and repairs, including—
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(i) notification of planned and unplanned service outages,
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(ii) time taken to restore service in the event of service interruption,
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(iii) available channels for end-users to report outages,
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(iv) times for provision of acknowledgement and estimated outage information to end-users after an outage has been reported, and
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(v) timelines and methods for provision of updates on the outage;
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(d) switching services, including—
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(i) availability of handset unlocking facilities,
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(ii) time taken to unlock a handset after any residual payment owing to a provider has been made, and
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(iii) methods for payment of residual fees, where applicable;
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(e) billing and refunds, including—
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(i) time taken to review billing queries and complaints and to make any refund where a bill is found to have been incorrect,
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(ii) measures to avoid bill-shock, and
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(iii) instances of incorrect billing;
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(f) disconnection policy in case of non-payment of bills, including—
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(i) instances where disconnections may occur,
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(ii) end-user notification in advance of disconnection,
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(iii) service restrictions, and
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(iv) reconnection process and fees;
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(g) connections, including—
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(i) the time for initial connection to the network,
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(ii) connection failure rates, and
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(iii) missed and delayed service and installation appointments;
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(h) such other matters as the Minister may prescribe relating to paragraphs (a) to (g).
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(2) The Commission may make and publish guidelines in relation to the application of minimum quality-of-service standards and providers shall have regard to those guidelines.
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