Feb 5 2010, 11:36 PM
But it's a good read nonetheless, hope it gets implemented
The full documents:
1) Mandatory standards for QoS Broadband Access Service
2) Public Inquiry - Mandatory standards for QoS Broadband Wireless Access Service
PROPOSAL FOR THE NEW MANDATORY STANDARDS ON THE QUALITY
OF SERVICE FOR BROADBAND WIRELESS ACCESS SERVICE
This Public Inquiry Paper was prepared in fulfillment of Section 104(2) of the Communications and Multimedia Act 1998
The Commission thanks the public and all interested parties for your participation in this consultative process and for providing your submissions and feedback.
Non- compliance with a mandatory standard
It is to be noted that non-compliance with a mandatory standard is a breach of section 105(3) of the CMA 1998. Section 242 of the CMA 1998 makes the breach an offence for which the offender shall be liable to a fine not exceeding one hundred thousand Ringgit or to imprisonment for a term not exceeding two years or both.
PROPOSED QUALITY OF SERVICE FRAMEWORK BROADBAND WIRELESS ACCESS SERVICE
Definition:
This section applies to all Network Service Providers (NSP) and Application Service Providers (ASP) providing broadband wireless access service.
Broadband Wireless Access (BWA) is defined as broadband data access by wireless means to consumer and business markets. In this determination, BWA will cover an always-on wireless bandwidth service which consists of fixed, nomadic and mobile BWA that has minimum downstream or upstream capacity of 256 Kbps.
BILLING PERFORMANCE
Definition
Billing performance means the integrity and reliability of the billing system as shown in billing accuracy and timeliness in resolving billing disputes, which will be reflected in the number of billing complaints. Billing complaints include payments made and wrongly credited or not credited, double charges, non-refund of deposits, late bills, non-receipt of bills, fraud, wrongly addressed bills and other billing errors.
Standard
The percentage of billing complaints in any one billing period shall not exceed 2% of the total number of bills issued during the billing period. For this purpose all billing complaints on one bill shall be taken as one complaint.
Billing complaints shall be resolved within the following time frames:
(a) 90% of billing complaints shall be resolved within 15 business days of receipt of the complaint; and
(b) 95% of billing complaints shall be resolved within 30 business days of receipt of the complaint.
Measurement
The measurement is described by the ratio:
(Total number of billing complaints for the billing period x 100) / Total number of bills issued over a billing period
Reporting
Complete and accurate records of billing complaints shall be maintained by relevant NSPs and ASPs. Such reports shall be in the form and format as may be prescribed by the Commission from time to time. Each report shall be accompanied by a declaration signed by an officer of the NSP and ASP duly authorized by the board of directors, stating that the report is true and accurate. These reports shall be submitted to the Commission not later than six weeks after 30 June for reporting period January to June, and six weeks after 31 December for reporting period July to December respectively.
GENERAL CUSTOMER COMPLAINT HANDLING
Definition
General customer complaint means any complaint received on service matters including late or no service restoration after a report has been made, slow network response, unprofessional staff and other complaints related to customer services.
Standard
The number of customer complaints shall not exceed 50 complaints per 1000 customers in a 12-month period.
Measurement
The measurement is described by the ratio:
(Total number of complaints received over a 12 month period x 1000) / Customer base at the end of the reporting period
Reporting
Complete and accurate records of customer complaints shall be maintained by relevant NSPs and ASPs. Such reports shall be in the form and format as may be prescribed by the Commission from time to time. Each report shall be accompanied by a declaration signed by an officer of the NSP and ASP duly authorized by the board of directors, stating that the report is true and accurate. These reports shall be submitted to the Commission not later than six weeks after 30 June for reporting period January to June, and six weeks after 31 December for reporting period July to December respectively.
STANDARDS ON NETWORK PERFORMANCE
Definitions
MyIX means Malaysia Internet Exchange.
Network latency means the round trip delay for traffic from the enduser to MyIX, based on a minimum standard packet size of 32 bytes.
Throughput means the amount of data moved to and from the MyIX successfully in a given time period.
Packet loss means the percentage of packets lost between end user and the MyIX.
Standards
Network latency: The proposed standard for network latency from the broadband user to MyIX shall be no more than 250ms, 95% of the time.
Throughput: The proposed standard for throughput between the broadband user and MyIX shall be no less than 70% of the subscribed level for 70% of the time; both for the purposes of uploading and downloading.
Packet loss: The packet loss shall not exceed 5% between the broadband user and MyIX. Packet loss is measured by averaging samples over the measurement period.
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