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Rezultatele monitorizării parametrilor administrativi de calitate ai serviciului de acces la internet în anul 2012

20.08.2013

 

Today, ANCOM has published, in Romanian, on its website, the first Report on the quality of the Internet access service, which reveals the quarter-yearly evolution of the administrative quality parameters in 2012. The report shows that the terms of installing the internet access service were generally observed, the duration of installing the service being much shorter than the one undertaken by the providers in the contracts concluded with the end-users, the complaints received from the users are mainly settled within the due term, butthe damage repair terms often exceed the period provided in the contract.

The term undertook by the providers in the contract for the installation of the internet access service at fixed locations is, on average, 17 days, but the service is actually installed faster, within 3 or 4 days. The report reveals that the first 5 providers of internet access services at fixed locations, by number of users - Digital Cable Systems, NextGen Communications, RCS&RDS, Romtelecom and UPC Romania – have settled most of the installation requests faster than the terms they undertook in the contracts with the end-users. Thus, Digital Cable Systems had undertaken to install the services within 15 days, but they actually installed the service within 4 days in 2012, NextGen Communications installed the fixed internet service within 4 days and 6 hours, on average, instead of 21 days, as provided by contract, RCS&RDS - within 30 days instead of 90, Romtelecom - in 7 days instead of 30, while UPC installed the fixed internet within 2 days and six hours, instead of 30 days, as provided by contract.The actual service installation term was calculated as the period of 80% of the fastest solved requests, excluding 20% of the longest installation terms.
The report shows that, for mobile internet, both the terms undertaken through contracts, and the actual activation terms are shorter than the ones registered for fixed internet, since the installation of the mobile internet service consists mainly of performing administrative operations and of activating the SIM or radio modem within the internal system. Thus, Cosmote, Telemobil and Vodafone have undertaken to observe installation terms of 7 days, Orange – of 4 days, while RCS&RDS observes the same maximum term both for fixed and for mobile services – 90 days. Except for RCS&RDS, which reported an average of 30 days – observed by 80% of the fastest solved requests, the other 4 mobile internet providers reported ANCOM that the installation term for mobile internet was of maximum one day. Some of the providers even specified that the service is activated within an interval counted in minutes.
As regards damage repair in the case of the fixed Internet access service, the data reported by the providers show that approx. 5% of the signalled damages are not being repaired in the timeframe undertaken according to the contract. By contrast, the providers of mobile Internet services remedy the damages within the timeframe undertaken according to the contract to a larger extent. This timeframe is 24h in the case of Cosmote, Orange, Telemobil and Vodafone, respectively 48h in the case of RCS&RDS. The providers’ failure to observe the damage repair term under the contract may be notified to the National Consumer Protection Authority (ANPC), given that ANCOM does not hold the legal instruments in order to intervene in cases of breaches of the contractual provisions.
According to the report, the damage-related complaints received by the providers of fixed internet services hold majority shares within the total complaints, ranging between minimum 62.5% and maximum 85% of the total complaints received by the monitored operators.
In 2012, the average complaint solving timeframe undertaken by the providers of fixed internet services was 184h. As for the five largest providers of fixed internet services, the real timeframe in which they settled most of the complaints was smaller than the one under the contracts, and the share of the complaints settled in the timeframe agreed with the end-users ranges between 92% in the case of Digital Cable Systems for Q1 2012 and 99.75% in the case of UPC for Q4 2012. The timeframes undertaken by the largest five providers of fixed internet services for solving the complaints are as follows: 48h for RCS&RDS, 72h for Digital Cable Systems, NextGen Communications and Romtelecom (for service malfunctioning) and 720h in the contracts with Romtelecom (for invoice) and UPC.
As for mobile internet, the timeframes provided for settling the complaints are higher than those for the fixed internet service: 48h (RCS&RDS), 720h (Cosmote, Telemobil and Vodafone) and 960h (Orange). Notwithstanding this context, the solving timeframe agreed in the contracts was exceeded in 2012 in the case of a few complaints. The share of the complaints solved in the timeframe undertaken by the provider ranges however between 90% and 100%.
The report on the quality of the internet access service in 2012, which follows the quarterly evolution of the administrative quality parameters, was elaborated by ANCOM based upon the indicators reported and published by 243 active providers of fixed and mobile internet services. The report also presents in detail the evolution of the parameters reported by the first 5 largest providers of fixed internet services, which hold jointly more than 85% market share, as well as the parameters reported by the mobile internet providers.
Additional information
The ANCOM Decision no.1201/2011 established a set of administrative quality indicators for the provision of the internet access service: the deadline from which the Internet access will be provided, the damage repair term, the frequency of the user’s complaints, the frequency of the damage-related complaints, the frequency of the billing accuracy-related complaints, the term of solving the users’ complaints.
The providers of internet access services have the obligation to include these parameters in their contracts and to publish them on their websites, every quarter.

Rezultatele monitorizării parametrilor administrativi de calitate ai serviciului de acces la internet în anul 2012

20.08.2013

 

Today, ANCOM has published, in Romanian, on its website, the first Report on the quality of the Internet access service, which reveals the quarter-yearly evolution of the administrative quality parameters in 2012. The report shows that the terms of installing the internet access service were generally observed, the duration of installing the service being much shorter than the one undertaken by the providers in the contracts concluded with the end-users, the complaints received from the users are mainly settled within the due term, butthe damage repair terms often exceed the period provided in the contract.

The term undertook by the providers in the contract for the installation of the internet access service at fixed locations is, on average, 17 days, but the service is actually installed faster, within 3 or 4 days. The report reveals that the first 5 providers of internet access services at fixed locations, by number of users - Digital Cable Systems, NextGen Communications, RCS&RDS, Romtelecom and UPC Romania – have settled most of the installation requests faster than the terms they undertook in the contracts with the end-users. Thus, Digital Cable Systems had undertaken to install the services within 15 days, but they actually installed the service within 4 days in 2012, NextGen Communications installed the fixed internet service within 4 days and 6 hours, on average, instead of 21 days, as provided by contract, RCS&RDS - within 30 days instead of 90, Romtelecom - in 7 days instead of 30, while UPC installed the fixed internet within 2 days and six hours, instead of 30 days, as provided by contract.The actual service installation term was calculated as the period of 80% of the fastest solved requests, excluding 20% of the longest installation terms.
The report shows that, for mobile internet, both the terms undertaken through contracts, and the actual activation terms are shorter than the ones registered for fixed internet, since the installation of the mobile internet service consists mainly of performing administrative operations and of activating the SIM or radio modem within the internal system. Thus, Cosmote, Telemobil and Vodafone have undertaken to observe installation terms of 7 days, Orange – of 4 days, while RCS&RDS observes the same maximum term both for fixed and for mobile services – 90 days. Except for RCS&RDS, which reported an average of 30 days – observed by 80% of the fastest solved requests, the other 4 mobile internet providers reported ANCOM that the installation term for mobile internet was of maximum one day. Some of the providers even specified that the service is activated within an interval counted in minutes.
As regards damage repair in the case of the fixed Internet access service, the data reported by the providers show that approx. 5% of the signalled damages are not being repaired in the timeframe undertaken according to the contract. By contrast, the providers of mobile Internet services remedy the damages within the timeframe undertaken according to the contract to a larger extent. This timeframe is 24h in the case of Cosmote, Orange, Telemobil and Vodafone, respectively 48h in the case of RCS&RDS. The providers’ failure to observe the damage repair term under the contract may be notified to the National Consumer Protection Authority (ANPC), given that ANCOM does not hold the legal instruments in order to intervene in cases of breaches of the contractual provisions.
According to the report, the damage-related complaints received by the providers of fixed internet services hold majority shares within the total complaints, ranging between minimum 62.5% and maximum 85% of the total complaints received by the monitored operators.
In 2012, the average complaint solving timeframe undertaken by the providers of fixed internet services was 184h. As for the five largest providers of fixed internet services, the real timeframe in which they settled most of the complaints was smaller than the one under the contracts, and the share of the complaints settled in the timeframe agreed with the end-users ranges between 92% in the case of Digital Cable Systems for Q1 2012 and 99.75% in the case of UPC for Q4 2012. The timeframes undertaken by the largest five providers of fixed internet services for solving the complaints are as follows: 48h for RCS&RDS, 72h for Digital Cable Systems, NextGen Communications and Romtelecom (for service malfunctioning) and 720h in the contracts with Romtelecom (for invoice) and UPC.
As for mobile internet, the timeframes provided for settling the complaints are higher than those for the fixed internet service: 48h (RCS&RDS), 720h (Cosmote, Telemobil and Vodafone) and 960h (Orange). Notwithstanding this context, the solving timeframe agreed in the contracts was exceeded in 2012 in the case of a few complaints. The share of the complaints solved in the timeframe undertaken by the provider ranges however between 90% and 100%.
The report on the quality of the internet access service in 2012, which follows the quarterly evolution of the administrative quality parameters, was elaborated by ANCOM based upon the indicators reported and published by 243 active providers of fixed and mobile internet services. The report also presents in detail the evolution of the parameters reported by the first 5 largest providers of fixed internet services, which hold jointly more than 85% market share, as well as the parameters reported by the mobile internet providers.
Additional information
The ANCOM Decision no.1201/2011 established a set of administrative quality indicators for the provision of the internet access service: the deadline from which the Internet access will be provided, the damage repair term, the frequency of the user’s complaints, the frequency of the damage-related complaints, the frequency of the billing accuracy-related complaints, the term of solving the users’ complaints.
The providers of internet access services have the obligation to include these parameters in their contracts and to publish them on their websites, every quarter.
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