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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  
% 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 Should not exceed 50 complaints in a 12 month period.
No of complaints per 1000 customer  
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 post dialing delay 95% of attempted calls should take less than 13 seconds
Intra network post dialing delay 95% of attempted calls should take less than 10 seconds
Service Trouble Rate Report  
No of service trouble reports for every 1000 lines Should not exceed 500 reports for over a 12 month period 
Service trouble rate report over a 12 month period Should not exceed 500 reports for 1000 lines
Service QoS Items Targets/Standards
Dial Up Internet Access Service Billing performance  
% of billing complaints in any one billing period Shall not exceed 2% of the total number of bills issued in that billing period.
Resolved within 15 business days 90%
Resolved within 30 business days 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 Complaints Should not exceed 50 complaints in a 12 month period
No of complaints per 1000 customer  
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
% of billing complaints in any one billing period billing period.
Resolved within 15 business days 90%
Resolved within 30 business days 95%
General Customer Complaints Should not exceed 50 complaints in a 12 month period
No of complaints per 1000 customer  
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  
Domestic Leased Line No less than 99.90% over a 12 month period
International Leased Line No less than 99.80% over a 12 month period
Fulfilment of installation orders  
Within 2 weeks for Domestic Leased Line 90% fulfilled
Within 4 weeks for International Digital Leased Line 90% fulfilled
Within 3 weeks for Domestic Leased Line 100% fulfilled
Within 5 weeks for International Leased Line 100% fulfilled
Service Restoration Performance  
Within 24 hours of receipt request 80% fulfilled
Within 48 hours of receipt request 90% fulfilled

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. 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

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.

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.

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.

Reports and Declaration Forms

  1. Public Switched Telephone Network Service 
    MS Word PDF

 

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Last updated on 4/19/2024 6:11:01 PM
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