Quality of Service Paramters

Schedule 1 - Quality of Service Standards – Mobile Public Telecommunications Services

Quality of Service Parameter	Standard	Oct - Dec 2025

% of call set up within 5 seconds	90	88.09
% of call set up within 8 seconds	95	97.49
% of calls successfully completed during peak periods	95	99.66
% of dropped calls per 100 calls	2	0.37
% of calls to operator services answered within 10 seconds	95	94
% of calls to directory enquiry services answered within 10 seconds	95	N/A
Number of billing errors per 1,000 bills	3	0
% of billing complaints resolved within 2 weeks	90	100
% of billing complaints resolved within 3 weeks	100	100

Schedule 1 – Fixed Public Telecommunications Services

Residential narrowband (voice) access

Quality of Service Parameter	Standard	Oct - Dec 2025
Supply time for initial connection (urban)	5 days	1
Supply time for initial connection (rural)	14 days	N/A*
% of unreported faults cleared within 2 hours	80	81%
% of unreported faults cleared within 6 hours	90	93%
% of unreported faults cleared within 12 hours	98	98%
% of unreported faults cleared within 24 hours	100	100%
% of reported faults cleared within 2 hours	75	72%
% of reported faults cleared within 6 hours	85	86%
% of reported faults cleared within 12 hours	98	97%
% of reported faults cleared within 24 hours	100	98%
% of calls to operator services answered within 10 seconds	95	55%
% of calls to directory enquiry services answered within 10 seconds	95	N/A
Number of billing errors per 1000 bills	3	0
% of billing complaints resolved within 2 weeks	90	100%
% of billing complaints resolved within 3 weeks	100	100%

Local and national long distance calls for residential customers

Quality of Service Parameter	Standard	Oct - Dec 2025
% of Calls set up within 5 Seconds	90	88.3%
% of Calls set up within 8 Seconds	95	97.6%
% of Calls set up within 10 Seconds	100	99.8%
% of Calls successfully completed during peak periods	98	99.2%

International long-distance calls for residential customers

Quality of Service Parameter	Standard	Oct - Dec 2025
% of Calls set up within 7 Seconds	90	88.1%
% of Calls set up within 10 Seconds	95	97.5%
% of Calls successfully completed during peak periods	95	99%

Broadband Internet services for residential customers

Quality of Service Parameter	Standard	Oct - Dec 2025
Supply time for initial connection (urban)	6 days	1
Supply time for initial connection (rural)	20 days	N/A*
% of technical complaints resolved within 12 hours	85	84%
% of technical complaints resolved within 24 hours	95	96%
% of technical complaints resolved within 36 hours	99	98%
Number of billing errors per 1000 bills	3	0
% of billing complaints resolved within 2 weeks	90	100%
% of billing complaints resolved within 3 weeks	100	100%

*Broadband internet is not available in rural areas

Quality of service parameter