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The
Gazette
of the Democratic Socialist Republic of Sri Lanka
EXTRAORDINARY
(Published
by Authority)
PART
I : SECTION (I) GENERAL
Government Notifications
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L.D.B.S/91.
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SRI
LANKA TELECOMMUNICATIONS ACT, 25 OF 1991
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| RULES
made by the Telecommunications Regulatory Commission of
Sri Lanka under Section 68 read with Section 5 (r) of
the Sri Lanka Telecommunications Act, No. 25 of 1991,
as amended by Sri lank a Telecommunications (Amendment)
Act, No. 27of 1996, and approved by the Minister of Posts
and Telecommunications. |
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Telecommunication
Regulatory Commission of Sri Lanka.
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| On
this day of 15th August, 2001. |
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Rules
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1. |
These
rules may be cited as the Quality of Service Standards
Rules, No. 2 of 2001. |
| 2.
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The
Quality of Service Standards set out in Schedule A hereto,
shall come into effect on 1st October, 2001. |
| 3. |
The
Quality of Service Standards set out in Schedule B hereto,
shall come into effect on 1st January, 2002. |
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4. |
The Quality of Service Standards set out in Schedule A
and Schedule B hereto, shall apply to an operator running
a fixed access telephone service. |
| 5.
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The
operator referred to in rule 4 shall submit to the Commission
a Quarterly information in respect of the indicators specified
in Schedule A and Schedule B hereto, in the form set out
in Schedule C hereto, not later than fifteen days after
the end of each quarter. |
| 6. |
The information submitted under rule (5) shall be published
by the Commission from time to time for the information
and assistance of the customers or potential customers
in at least one daily newspaper published in Sinhala,
Tamil and English. |
| 7.
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Where
an operator falls below the specified standards for two
or more consecutive quarters the Commission may require
reports to be submitted monthly in respect of such indicator. |
| 8.
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The
information submitted by the operator referred to in rule
5 shall be subject to an audit by the Commission. |
| 9. |
In monitoring Quality of Service Standards the Commission
may issued directives either financial or otherwise to
operator referred to in rule 4, to ensure conformity with
the Quality of Service Standards specified in Schedule
A, and Schedule B hereto. |
| 10. |
In
these rules, unless the context otherwise requires
"Act" means the Sri Lanka Telecommunications
Act, No. 25 of 1991, as amended by Act, No. 27 of 1996
;
" Commission " means the Telecommunications
Regulatory Commission of Sri Lanka established under the
Act ;
" Indicators " shall include operator assistance
answer, directory assistance answer, timely services to
applicants, call completion ratio and out of service trouble
reports cleared within standards ;
" Fixed Access Telephone Service " means the
provision of wireless or wire line telephone service terminating
or originating on a fixed location ; and
" Operator " means an operator within the meaning
of the Act. |
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SCHEDULE
A
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Interface 1 : Operator
Services
Indicator 1.1 : Operator Assistance Answer
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Definition.
The average length of time in seconds taken to answer
calls received by the assistance operators. |
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Measurement
Method. All incoming calls to the switchboards of assistance
operators are measured to determine be average length
of time before each call is answered. |
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Geographical
Basis -Company wide. |
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Stcndard.
30 Seconds. |
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SCHEDULE
B
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Interface
2 : Service Acquisition |
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Indicator
2.1 : Timely Service to Applicants |
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Definition.
The percentage of customers requesting a new line who
are served within the appropriate time period.' |
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Measurement
Method. Completed orders are recorded for applications
received during two time periods, January 1st through
June 30th, and July 1st through December 31st, for each
group the percentage completed within the appropriate
time period is determined. |
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Standard
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(a)
Colombo |
(1)
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First
half of the year: 80% (85%) of applicants receive a new
line by the end of the year : and |
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(ii)
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Second
half of the year : 85% (90%) of applicants receive a new
line by the end of the following year. |
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(b)
Outside Colombo |
(i) |
First
half of the year : 70% (75%) of applicants receive a new
line by the end of
the year ; and |
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(ll)
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Second
half of the year: 75% (80%) of applicants receive a new
line by the end
of the following year. |
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For
the purpose of calculating these percentages. the number
of applicants shall be deemed to be the lesser of (a)
the actual number of applicants, and (b) 125 percent of
the number of applicants for the immediately preceding
corresponding period. |
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Interface
3 : Network Efficiency
Indicator 3.1 : Call Completion Ratio
Definition. The percentage of calls attempted during
peak hours which yield an answer signal.
Measurement Method. Licensees measure and report
the call completion ratio, during peak hours.
Geographical Basis. Company wide.
Standard. 37% (42%). |
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Interface
4 : Repair
Indicator 4.1 : Out of Service Trouble Reports Cleared
Within Standard
Definition. The percentage of the total of initial
out of service trouble reports cleared within the
appropriate time period:
Measurement Method. Trouble report data gathered
at each repair bureau is compiled by the licensee
and reported by two time periods.
Geographical Basis. Company wide.
Standard
50% (60%) cleared within 24 hours.
100% cleared within seven working days. |
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SCHEDULE
C
FORNI.AT FOR QUARTERLY REPORTS
Name of Operator Quality of Service Indicators
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Indicator
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Region
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Standard
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Month
Year
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| 1.1 |
Company wide |
30 seconds |
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| 1.2 |
Company wide |
30 seconds |
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| 2.1 |
Colombo |
80% / 85% |
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Outside Colombo |
70% / 75% |
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| 3.1 |
Company wide |
37% |
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| 4.1 |
Company wide |
50% |
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Standard |
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(a)
Colombo |
(i) |
First
half of the year: 80% (85%) of applicants receive a new
line by the end of
the year ; and |
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(ii)
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Second
half of the year: 85% (90%) of applicants receive a new
line by the end
of the following year. |
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(b)
Outside Colombo |
(i) |
First
half of the year: 70% (75%) of applicants receive a new
line by the end of
the year ; and |
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(Il) |
Second
half of the year: 75% (80%) of applicants receive a new
line by the end
of the following year. |
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For
the purpose of calculating these percentages. the number
of applicants shall be deemed to be the lesser of (a)
the actual number of applicants, and (b) 125 percent of
the number of applicants for the immediately preceding
corresponding period. |
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Interface
3 : Network Efficiency
Indicator 3.1 : Call Completion Ratio
Definition. The percentage of calls attempted during
peak hours which yield an answer signal.
Measurement Method. Licensees measure and report
the call completion ratio, during peak hours.
Geographical Basis. Company wide.
Standard. 37% (42%). |
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Interface
4 : Repair
Indicator 4.1 : Out of Service Trouble Reports Cleared
Within Standard
Definition. The percentage of the total of initial
out of service trouble reports cleared within the
appropriate time period:
Measurement Method. Trouble report data gathered
at each repair bureau is compiled by the licensee
and reported by two time periods.
Geographical Basis. Company wide.
Standard
50% (60%) cleared within 24 hours.
100% cleared within seven working days. |
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SCHEDULE
C
FORNI.AT FOR QUARTERLY REPORTS
Name of Operator Quality of Service Indicators
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Indicator
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Region
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Standard
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Month
Year
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| 1.1 |
Company wide |
30 seconds |
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| 1.2 |
Company wide |
30 seconds |
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| 2.1 |
Colombo |
80% / 85% |
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Outside Colombo |
70% / 75% |
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| 3.1 |
Company wide |
37% |
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| 4.1 |
Company wide |
50% |
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