The Authority’s principles pertaining to the Technical Quality of Service (QoS) and Key performance indicator (KPI) Regulation issued through
decision 6/2009 (Issue 17, date 16/04/2009) are based on the development of a competitive environment.
Through this Regulation the Authority aims to assure consumers of quality service, fairness in tariffs, and transparency in billing. The Authority will ensure that all service providers shall take measures to provide:
- billing accuracy
- detailed and per service billing and charging
- proper procedures for the resolution of customer disputes
and that all services provided by Service Providers include requirements concerning:
- service availability
- QoS
- network performance
The objective of this regulation is to mandate a minimum set of standards that a Service Provider shall meet and to identify a meaningful set of KPIs for the mobile, fixed, data and ISP services. It will be the objective of the TRA to ensure these KPIs are regularly published to assist users to make informed decisions as to their Service Provider(s).
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