Memorandum on improvement of the quality of telecommunications services - UKE

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Memorandum on improvement of the quality of telecommunications services


2012-10-26

On 26 October, at the initiative of the President of UKE Magdalena Gaj, a Memorandum on cooperation aimed at improving the quality of services available in the telecommunications market was signed. In addition to the President of UKE, the memorandum was signed by undertakings operating in the telecommunications market, representatives of chambers of commerce, and academic institutions.

 

The President of the Office of Electronic Communications and the other signatories to the Memorandum intend to work together to achieve the objectives set to the Member States by the European Commission. The tasks identified by the Commission include: ensuring clear and transparent contractual terms, publication of comparable information on the indicators referring to the availability and quality of services as well as introduction of minimum requirements for the quality of service (QoS).

- Providing consumers with the highest quality of telecommunications services and reliable information about the parametres of these services is one of the most important tasks of the President of the Office of Electronic Communications. I think that the Polish solution in this area, consisting in co-regulation of the market initiated by us has many advantages, which in the near future will bring many benefits to both consumers and the signatories of the Memorandum - emphasised Magdalena Gaj, President of the Office of Electronic Communications.

Signatories of the Memorandum

During a conference at the Office of Electronic Communications the Memorandum on the quality of service was signed by: the President of UKE, undertakings operating in the telecommunications market: Exatel S.A., INEA S.A., Interkam s.c., Netia S.A., Niezależny Operator Międzystrefowy Sp. z o.o., P4 Sp. z o.o., Polkomtel Sp. z o.o., Polska Telefonia Cyfrowa S.A., Polska Telefonia Komórkowa Centertel Sp. z o.o., PSTD Sp. z o.o., Systemics PAB Sp. z o.o., Telefonia Dialog Sp. z o.o., Telekomunikacja Polska S.A., TK Telekom Sp. z o.o. and UPC Polska Sp. z o.o., and the Polish Chamber of Electronic Communication, the National Chamber of Electronics and Telecommunications as well as Łódź University of Technology, Warsaw University of Technology, Wrocław University of Technology, the Institute of Communications, the Institute of Bioorganic Chemistry of the Polish Academy of Sciences - the Poznan Supercomputing and Networking Centre.

- I am very happy with so much interest from both the scientific community and the operators, representatives of industry associations and chambers. All of you have been very actively involved in the process of consultation of the draft memorandum, for which I thank you - said President Magdalena Gaj.
  
Scope of joint activities

By entering into the Memorandum on the quality of service, the Signatories decided to carry out joint actions aimed at::

  • improving the quality of telecommunications services;
  • providing users of public telecommunications networks with access to sound, reliable, comparable, timely and fully understood by each consumer information on the quality of telecommunications services;
  • increasing user awareness of the technical possibilities and limitations in the provision of telecommunications services;
  • unifying the requirements for quality of service and providing clear and understandable rules of the telecommunications market;
  • providing clear and transparent information on the conditions of service;
  • improving consumers' awareness of their rights under the existing regulations on pricing and requirements concerning the quality of telecommunications services;
  • creating by the Initiator - the Office of Electronic Communications - a regulatory environment friendly to the telecommunications business that promotes the possibility of co-regulating the telecommunications market.

  
Quality of service indicators

The next stage of cooperation will be the establishment of the Working Group composed of representatives of the Signatories to the Memorandum, whose task will be to develop a list of quality of service indicators and commonly agreed methodologies for their measurement and calculation, in order to provide consumers with access to complete and comparable information on the quality of telecommunications services.

The list of proposed quality of service indicators initially includes: waiting time for connection to the public telecommunications network, waiting time for connection with the operator's helpline, time of removal of damage or failure, the rate of complaints about the correctness of invoices and supplementation of pre-paid amounts.

Indicators for telephony are complemented by: the rate of unsuccessful calls and call set-up time. In addition, for Internet services the following parameters are offered: data transmission error rate, data transmission speed achieved in both directions, and transmission delay (transmission time in one direction).

  
The Memorandum is an initiative open to all

The Memorandum on cooperation aimed at improving the quality of services available in the telecommunications market is an open initiative. The Office of Electronic Communications encourages all those who take care of improving the quality of services available on the Polish telecommunications market to join in the actions.

 

 

 

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    INTRODUCTION
    The President of the Office of Electronic Communications (President of UKE) is the national regulatory authority for the market of telecommunications and postal services. The President of UKE is also the specialised authority in the area of equipment conformity assessment, including telecommunications terminal equipment and radio equipment.

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    INTERNATIONAL ACTIVITY
    Here you can find information about the most import ant international events, significant for the development of telecommunications and postal markets In Poland and for the statutory activity of the Office of Electronic Communications.
    International activity of the President of UKE consists of, inter alia, cooperation with the European Commission, other EU institutions and Regulatory Authorities of EU Member State. It includes also the cooperation within organizations of which UKE is a member, i.e. the International Telecommunications Union (ITU), the Body for European Regulators of Electronic Communications (BEREC) and the European Committee for Postal Regulation (CERP).


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    CONTACT
    Contact details representatives of the Office of Electronic Communications (UKE).
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