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 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%
   
Endpoint Service Availability Not less than 90% of intra network and inter network call connection
Dropped calls Not more than 5% of intra network calls
   
General Customer Complaints over a 12 month period Should not exceed 50 complaints per 1000 customers
   
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
   
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
   

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

Phase 1

  1. Content Application Services
    Determination No. 4 of 2002

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.

Quality of Service Standards Reports

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 is 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 & Declaration Forms

Content Applications Services
   MS Word PDF

Quality of Service (QoS) Summary Reports


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