Service Performance of Local Fixed Telephone Network

NO

SERVICE PERFORMANCE

PARAMETER

STANDARD

VALUE YEAR 2008

1

Standard of Bill Performance 

Percentage of complaints to bill accuracy

 ≤   5%

1.50%

Percentage of number of complaints completed within 30 work days to bill accuracy

 ≥ 85%

100%

2

Standard of new install request fulfillment

Percentage of approval for new install request completed within 7 days

≥ 95%

100%

Percentage of new install request fulfillment completed within 7 days

≥ 95%

98.84

3

Standard of subscribers general complaints handling

Percentage of number of complaints within 12 months

 ≤   5%

0.04%

Percentage of general complaints handled

≥ 85%

97.46%

4

Standard of Service Recovery

Percentage of service recovery request completed within 24 hours

≥ 80%

96.75%

Percentage of service recovery request completed within 48 hours

≥ 90%

97.75

5

Standard of Service Level

Number of disturbance report per 1000 subscribers within 12 months

 ≤   50

40

6

Standard of Operator Quick Response

Percentage of call responded within 30 seconds

≥ 75%

90.8

NO

NETWORK PERFORMANCE

PARAMETER

STANDARD

REALIZATION

1

Standard of cut off call within network 

Percentage of cut off call in network

 ≤   6 %

0.08

2

Standard of cut off call among networks

Percentage of cut off call among networks

 ≤   6 %

0.13