Quality of Service

The Malaysian Communications and Multimedia Commission monitors and regulates the performance of Network Service and Application Service providers by setting Quality of Service Standards.

The quality of Service Standards is created to ensure that consumers are given satisfactory level of services that meet minimum and acceptable standards, as well as to protect and enhance the rights of consumers in obtaining quality services. The Quality of Service Standards also gives consumers clear and specific criteria through which the quality of services received or used can be gauged.

Criteria

Service QoS Items Targets/Standards
PSTN Billing performance  
Percentage of billing complaints in any one billing period Shall not exceed 2% of the total number of bills issued in that billing period.
Complaints resolved within 15 business days 90%
Complaints resolved within 30 business days 95%
   
Fulfilment of installation orders  
Within 24 hours 80%
Within 48 hours 90%
Within 7 business days 100%
   
General customer complaints over a 12 month period Should not exceed 50 complaints per 1000 lines.
   
Intra network call connection loss Not more than 6% calls shall be lost calls
   
Inter network call connection loss Not more than 6% calls shall be lost calls
   
Operator Speed of Answer (emergency calls only)  
Within 10 seconds 90%
Within 20 seconds 100%
Calls encounter busy signal Less than 1% in any one busy hour
   
Inter network call connection post dialing delay 95% of attempted calls should take less than 13 seconds
   
Intra network call connection post dialing delay 95% of attempted calls should take less than 10 seconds
   
Service Restoration Performance  
Within 24 hours of receipt request 80% fulfilled
Within 48 hours of receipt request 90% fulfilled
   
Service trouble rate report over a 12 month period Should not exceed 500 reports for 1000 lines
Service QoS Items Targets/Standards
Public Cellular Service Customer Service Standards  
Percentage of billing complaints in any one billing period Shall not exceed 1% per quarter.
Non-billing related complaints Must not be more than 6 complaints per 1000 customers per quarter
Complaints resolved within 3 business days 60%
Complaints resolved within 5 business days 90%
Complaints resolved within 15 business days 95%
Promptness in answering calls to Customer Hotline 80% in 20 seconds, 90% in 40 seconds
   
Network Performance Standards  
Call setup success rate (CSSR) Must be not less than 95%
Dropped calls rate Not more than 2%
Advance notice of scheduled downtime Notified to customers not less than 24 hours in advance
Service Disruption Mobile Switching Center must not be out of service for 30 minutes or longer.
Must submit comprehensive report to Commission within 7 business days.
Full standards can be found here: https://www.skmm.gov.my/skmmgovmy/media/General/pdf/MSQoS-for-Public-Cellular-Service01072015.pdf
     
Service QoS Items Targets/Standards
Dial Up Internet Access Service Billing performance  
Percentage of billing complaints in any one billing period Shall not exceed 2% of the total number of bills issued in that billing period.
Complaints resolved within 15 business days 90%
Complaints resolved within 30 95%
   
Dial Up Internet Access Performance  
No. of attempts for successful connection A maximum of 3, with no more than 1 minute intervals between each of the attempts.
Attempts made to access an IASP node within 40 seconds 95%
Average file download time for a standard graphic or random text file of approximately 30 kilobytes No more than 80% of modem line speed at least 95% of the time.
   
General Customer Should not exceed 50
   
Complaints over a 12 month period complaints per 1000 customers
   
Service QoS Items Targets/Standards
Content Applications Service Annual Service Availability No less than 99% over a 12 month period
   
Billing performance Shall not exceed 2% of the total number of bills issued in that
Percentage of billing complaints in any one billing period billing period.
Complaints resolved within 15 business days 90%
Complaints resolved within 30 95%
   
General Customer Complaints over a 12 month period Should not exceed 50 complaints per 1000 customers
   
Service QoS Items Targets/Standards
Public Payphone Service Service Availability 90% shall have service availability at any one point
Service QoS Items Targets/Standards
Digital Leased Line Service Annual Service Availability  
Local Digital Leased Line No less than 99% over a 12 month period
National Digital Leased Line No less than 99.9% over a 12 month period
International Digital Leased Line No less than 99.99% over a 12 month period
   
Fulfilment of installation orders  
Within 1 week for Local Digital Leased Line 90% fulfilled
Within 2 weeks for National Digital Leased Line 90% fulfilled
Within 4 weeks for International Digital Leased Line 90% fulfilled
Within 2 weeks for Local Digital Leased Line 100% fulfilled
Within 3 weeks for National Digital Leased Line 100% fulfilled
Within 5 weeks for International Digital Leased Line 100% fulfilled
   
Service Restoration Performance  
Within 24 hours of receipt request 80% fulfilled
Within 48 hours of receipt request 90% fulfilled
   
Service QoS Items Targets/Standards
Broadband Access Service Fulfilment of installation orders  
Within 24 hours 80% fulfilled
Within 48 hours 90% fulfilled
Within 7 days 100% fulfilled
   
Service Restoration Performance  
Within 24 hours of receipt request 80% fulfilled
Within 48 hours of receipt request 90% fulfilled
   
Network Latency  
Not more than 85ms 95% of  the time during busy hours
   
Throughput or Bandwidth Utilisation  
Not less than 70% of subscribed level (both for uploading and downloading) 95% of  the  time during busy hours
   
Packet Loss Shall not exceed 1%
   
Annual Service Availability No less than 99.99% over a 12 month period
   
Service QoS Items Targets/Standards
Wireless Broadband Access
Service
Customer Service Standards  
Percentage of billing complaints in any one billing period Shall not exceed 1% per quarter
Non-billing related complaints Must not be more than 6 complaints per 1000 customers per quarter
Complaints resolved within 3 business days 60%
Complaints resolved within 5 business days 90%
Complaints resolved within 15 business days 95% 
Promptness in answering calls to Customer Hotline 80% in 20 seconds, 90% in 40 seconds
   
Network Performance Standards  
Network Latency (ping time) Must be not more than 250ms, 70% of  the time based on test samples
Throughput (broadband speed) Not less than 650Kbps, 80% of the time for TDD and 65% for FDD
Not less than 1Mbps, 80% of the time for TDD and 65% for FDD
Packet Loss Must not be more than 3%, calculated based on the average of the test sample
Advance notice of scheduled downtime Notified to customers not less than 24 hours in advance 
Service Disruption Must notify customers within 60 minutes from the occurrence for any disruption involving SGSN, MME or ASN GW.
Must submit comprehensive report to Commission within 7 business days
Full standards can be found here: https://www.skmm.gov.my/skmmgovmy/media/General/pdf/Comm-Det-MS-QoS-Wireless-Bb-Access-Service-No-1-of-2016.pdf
     
Service QoS Items Targets/Standards
Wired Broadband Access Service Customer Service Standards  
Percentage of billing complaints in any one billing period Shall not exceed 1% per quarter
Non-billing related complaints Must not be more than 6 complaints per 1000 customers per quarter
Complaints resolved within 3 business days 60%
Complaints resolved within 5 business days 90%
Complaints resolved within 15 business days 95%
Promptness in answering calls to Customer Hotline 80% in 20 seconds, 90% in 40 seconds
   
Network Performance Standards  
Network Latency (ping time) Must be not more than 85ms, 95% of the time based on test samples
Throughput (broadband speed) Not less than 70% of the subscribed level of broadband speed for DSL
Not less than 90% of the subscribed level of broadband speed for fiber
Not less than 70% of subscribed level (both for uploading and downloading) 95% of  the  time during busy hours
Packet Loss Must not be more than 1%, computed based on the average of the test sample
Access Network Utilization Must be not more than 70% of the uplink bandwidth monthly
Network Service Availability Must not be less than 95%
Advance notice of scheduled downtime Notified to customers not less than 24 hours in advance 
Service Disruption Must not be out of service for 3 hours or longer and affect 500 or more customers.
Must notify customers within 90 minutes
Must submit comprehensive report to Commission within 7 business days
Full standards can be found here: https://www.skmm.gov.my/skmmgovmy/media/General/pdf/Comm-Det-MS-QoS-Wired-Bb-Access-Service-No-2-of-2016.pdf
     

Failure to comply with the Quality of Services Standards may results in penalties imposed under the Communications and Multimedia Act 1998. The Commission introduced the Quality of Services Standards in two phases:

Phase 1

  1. Public Switched Telephone Network
    Determination No. 1 of 2002
  2. Public Cellular Service
    Determination No. 2 of 2002
  3. Dial up Internet Access Service
    Determination No. 3 of 2002
  4. Content Application Services
    Determination No. 4 of 2002

The four Quality of Service Standards were registered on 28 June 2002 and came into operations on 1 January 2003.

Phase 2

  1. Public Payphone Service
    Determination No. 3 of 2003
  2. Digital Leased Line Service
    Determination No. 3 of 2009
  3. Broadband Access Service
    Determination No. 1 of 2007

The Quality of Service Standards for public payphone service, digital leased line service and broadband access service were registered on 17 November 2003. The Quality of Service Standards for Digital Leased Line and Broadband Access Service came into effect on 1 January 2004, while the Quality of Service Standards for Public Payphone Service became effective on 1 June 2004.

Please refer to the FAQ QOS (updated 28 July 06) for further clarification.
FAQ QOS

Service providers licensed by the Malaysian Communications and Multimedia Commission are required to submit reports and declaration forms. Please click the link below to view Quality of Service Mandatory Standards reports.
View Quality of Service Mandatory Standards Reports

Extensive End-Point Service Availability Test (EESAT)

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 test or EESAT twice a year to ensure compliance with set standards.

QOS Reports & Declaration Forms

The Malaysian Communications and Multimedia Commission monitors compliance to the Quality of Services Standards through reporting based on data collected by the service providers and by actual measurements. Service providers are required to submit audited reports to the Malaysian Communications and Multimedia Commission every six months. The reports are to detail various aspects of their performance and must be accompanied with a duly signed declaration form.

Non-compliance with the MS Quality of Services is a breach of section 105 (3) of the Communications and Multimedia Act 1998 where a person subject to a Mandatory Standard shall comply with the mandatory standard. In the event a person omits or neglects to comply with such Mandatory Standard, he shall be liable to a fine not exceeding one hundred thousand ringgit (RM100,000) or to imprisonment for a term not exceeding two years or both as provided for by Section 242 of the Communications and Multimedia Act 1998.

The Malaysian Communications and Multimedia Commission will appoint independent auditors to audit the submitted reports and independent parties to carry out technical measurements to ascertain compliance to the standards.

Reports and Declaration Forms

  1. Public Switched Telephone Network Service 
    MS Word PDF
  2. Public Cellular Service
    MS Word PDF
  3. Dial Up Internet Access Service
    MS Word PDF
  4. Content Applications Services
    MS Word PDF
  5. Public Payphone Service
    MS Word PDF
  6. Digital Leased Line Service
    MS Word PDF
  7. Broadband Access Service
    MS Word PDF

Quality of Service (QoS) Summary Reports

Quality of Service Mandatory Standards Report for the Period Ending December 2003
Quality of Service Mandatory Standards Report for the Period Ending June 2004
Quality of Service Mandatory Standards Report for the Period Ending December 2004
Quality of Service Mandatory Standards Report for the Period Ending June 2005
Quality of Service Mandatory Standards Report for the Period Ending December 2005

Technical Assessments Reports

Report on Standards on Dial Up Internet Access Performance for the Period Ending December 2004
Report on Assessment of Public Switched Telephone Network Performance for the Period Ending December 2004
Report on Assessments of Public Cellular Services for the Period Ending December 2004

 

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