For The Consumer EESAT-Extensive End-point Service Availability Testing Overview of Quality Issues Performance of the market in terms of quality is monitored through the existing quality of service frameworks for the mobile telephone service and fixed line service as established in the REG 001 and REG 002. The Malaysian Communications and Multimedia Commission conducts Extensive End-point Service Availability Testing or EESAT twice a year to ensure compliance with set standards. Quality of Service for mobile telephone service and fixed line telephone service is monitored through the standards set in the existing REG 001 and REG 002, to ensure that service providers maintain the minimum standard requirements. These guidelines were established in 1997 and measure service levels including network efficiency, coverage and complaints. A review of the requirements of REG 001 and REG 002 is being undertaken which will take into account the introduction of new services introduced since 1997. The Malaysian Communications and Multimedia Commission has also put into effect mandatory stardards. Failure to meet these standards can result in a fine or imprisonment. Quality of Service Mobile Cellular Service In line with the REG Q 001 framework, the following quality of service reports for mobile cellular services are submitted quarterly, each corresponding to the minimum standard set: Endpoints Availability Parameter QoS Objective Endpoints Availability 80% endpoint service availability within a service Interconnect Endpoints Availability Parameter QoS Objective Interconnect Endpoints Availability 80% endpoint service availability between two interconnected services Percentage Nationwide Coverage Parameter QoS Objective Percentage Nationwide Coverage a) On-street b) In-building 80% nation-wide service coverage Network Elements Annual Availability Parameter QoS Objective Network Elements Annual Availability Switch Transmission link for base station to switch > 99.7% per switch Base transceiver per base transceiver > 99.97% per route (for L=<25 km) Base Controller >99.97% per base controller Customer Satisfaction/Opinion Survey Parameter QoS Objective Customer Satisfaction Survey 80% customer satisfaction Under REG Q 001, all cellular mobile service operators were required to conduct their own customer satisfaction/opinion survey once a year in November. This customer opinion survey is made via survey forms that are distributed equally and randomly to both business and residential customers over the service counters or via direct mail. The sample size of an answered customer survey return is set at 500 responses. The survey was based on 5 key areas deemed important to customers: (a)   Service provisioning (b)   Service coverage area (c)   Billing integrity (d)   Protection from fraud (e)   Handling of service complaints Customer Service Complaints Customer service complaints pertaining to shortcomings in the mobile cellular service offered are received through either the designated service complaint hot-line or directly over the counter at the operators' premises. They are generally classified into complaints relating to: (a)   Customer relations to the administration (b)   Connection establishment (c)   Connection retention (d)   Connection quality (e)   Billing integrity Customer Complaint Parameter QoS Objective Customer Complaints Maximum 20 service complaints per annum per 1,000 customers. Quality of Service Fixed Line Telephone Service The following quality of service reports for fixed line telephone services are submitted every half-yearly as required under the REG Q 002 framework. The QoS objectives below refer to the minimum required standard or level the should be attained by each operator in respect of each particular test. Intra Network QoS: a. Installation time   Intra Network QoS Parameters QoS Objectives Installation time 70% in less than 24 hours 80% in less than 48 hours     b. Service reliability   Service reliability Less than or equal to 500 faults reported per 1000 lines per year (equivalent to or less than 1 fault per line in every 2 years)     c. Service restoration   Service restoration 80% within 24 hours 90% within 48 hours     d. Dial tone delay and Post dialling delay   Dial tone delay(start dial signal delay) 95% of call attempts in less than 1 second 90% within 48 hours Post dialling delay 95% of call attempts in less than 10 seconds     e. Call connection within one operator's network   Call connection within one operator's network Average subscriber-trunk-dialling congestion of less than or equal to 3%, calls experiencing technical faults of less than or equal to 3%     f. Billing complaints   Billing complaints Accuracy ^ less than or equal to 2% of billing complaints found to be wrongly billed Time to resolve billing dispute ^ 70% up to a maximum duration of 14 days, and 90% up to a maximum duration of 30 days     g. Operator assisted services   Operator assisted services: telephone fault reporting centre 80% of calls answered within 10 seconds telephone assisted national call 80% of calls answered within 10 seconds directory inquiries   telephone assisted international calls 80% of calls answered within 10 seconds emergency calls - 999       h. General Customer Complaints   General Customer Complaints Less than 50 complaints per 1000 line per annum     i. Inter Network QoS:   Post dialling delay 95% of call attempts between two different operators‚ network should be less than 13 seconds.     j. Call interconnection between different operators   Call connection between two different operators‚ network: QoS Objective average subscriber-trunk-dialling congestion as viewed from Point of Interconnect (POI) of less than or equal to 3%, Call experiencing technical faults of less than or equal to 3% EESAT Testing The EESAT was based on the Telecommunications Regulatory Framework for Service Quality in the Mobile Cellular Telephone Service, REG-Q 001. The parameters identified for the EESAT are: (a)   Connection delay assessment (b)   Connection delay (c)   Successful call attempts (d)   Correct destination (e)   Ability to hold the line connection (1 minute) (e)   Line clarity; and (e)   Service availability The drive test covers investigation and observation of existing network reliability and availability form the user's point of view. Network elements involved were: (a)   Coverage assessment (b)   Radio and speech quality (c)   Call accessibility (d)   Call completion (e)   Network availability and readiness The static test measures and assesses both intra and inter operators performance. Network elements included in this test are such as: (a)   Radio and speech quality (b)   Call accessibility (c)   Call completion (d)   Call set-up time How is a static test done? Static tests shall be conducted as follows: (a)   The test shall be conducted while stationary in areas accessible to the public where the relevant service provider has coverage. (b)   The measurement shall be based on test call sampling on business days. The minimum sample size shall be 30 test calls. How is a system test drive test done? System drive tests shall be conducted as follows: (a)   The tests shall be conducted while driving on main roads and high density commercial and residential areas. (b)   Each area where the tests are conducted should cover not less than 200 km or 5 hours driving time. (c)   The dedicated originating and terminating mobile unit's antenna shall be placed at the same height and in the same vehicle. To view the results of the latest EESAT, click here.		Codes & Guidelines Quality of Service Mandatory Standards Rate Regulation Glossary Content Forum Consumer Forum Statistics & Records Contact Us Feedback