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Telecommunications Quality of Service Directive No. 794/2021

Ethiopian Communication Authority794/2021

Summary

This directive establishes Quality of Service (QoS) standards for telecommunications operators in Ethiopia. It outlines technical and non-technical parameters for various services, including fixed line, mobile voice and SMS, broadband internet, VoLTE, interconnection, and infrastructure. The directive specifies measurement methods, reporting requirements, auditing procedures, and compliance enforcement, including penalties for contraventions. Its aim is to ensure consumers receive a defined quality of service and to promote fair competition.

Who's affected

Telecommunications operators offering wholesale and retail services in Ethiopia.

Action required

Telecommunications operators must review their operations to ensure compliance with the specified Quality of Service parameters, measurement methods, and reporting obligations.

Key points

8
  • Establishes Quality of Service (QoS) standards for all Telecommunications Operators.
  • Defines specific technical and non-technical parameters for various telecommunications services.
  • Mandates measurement, reporting, and record-keeping obligations for operators.
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    • Outlines procedures for auditing, compliance monitoring, and investigation by the Authority.
    • Specifies requirements for managing planned and unplanned service outages.
    • Includes provisions for customer compensation in cases of service failure.
    • Empowers the Authority to impose sanctions, including fines and restitution, for non-compliance.
    • Requires Service Level Agreements (SLAs) between operators and customers for certain services.

Requirements

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  • Ensure performance of Communications Services that meet Quality of Service parameters.
  • Perform measurements on quality of services, keep records, and report to the Authority.
  • Establish measurement methods consistent with this Directive.
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    • Allow the Authority to access trouble ticketing systems during audits.
    • Submit Quality of Service reports on a quarterly basis.
    • Specify in the report the manner in which sampling was done.
    • Provide network coverage and overall network performance on a quarterly basis.
    • Maintain documented processes of data collection for each QoS parameter.
    • Maintain complete and accurate records of compliance for each QoS parameter.
    • Maintain QoS data, including all measurements and related records, for a minimum of twelve (12) months.
    • Meet targets as set forth in this Directive.
    • Produce and submit data reasonably required by the Authority.
    • Provide relevant information to Customers to make informed decisions about their services.
    • Provide Customers equal access to the same quality of service.
    • Inform affected Customers of any significant outage that affect service provision.
    • Have a well-outlined Service Level Agreement (SLA) between Telecommunications Operators and the Customer.
    • Issue public advanced notice of planned major outage of services.
    • Send a notice to Customers by Short Messaging Service (SMS) if the planned major outage exceeds 24 hours.
    • Provide information for planned major service outages to the Authority at least 48 hours before.
    • Notify the Authority by email as soon as it becomes aware that an unplanned outage will last more than two (2) hours.
    • Notify its Customers of any major service degradation or service outages which extend beyond four (4) hours.
    • Provide information to customers about affected service, period of disruption, reasons, areas, possible effects, and estimated restoration time for unplanned outages.
    • Provide to the Authority a formal report detailing circumstances of service degradation or outages within five (5) working days of resolution.
    • Provide public emergency services to the Government giving priority to support activities.
    • Submit to the Authority annually its plan for procedures and operations in the event of any public emergency.
    • Rectify problems within twenty (20) working days upon receiving a formal notice from the Authority for contravention of a QoS requirement.
    • Submit an action plan to address and resolve contravention if it cannot be resolved within twenty (20) working days.

Rights and permissions

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  • The Authority may review and amend the measurement parameters from time to time, subject to consultation with Telecommunications Operators.
  • The Authority may direct employees to inspect records or get records audited.
  • The Authority shall conduct audits on measurement and reporting of the QoS Parameters.
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    • The Authority may vary the frequency of the audits, reporting areas and reporting periods.
    • The Authority may use an independent suitably qualified third party to perform audits.
    • The Authority shall investigate at any time the Quality of Service measurement, reporting and recording procedures of a Telecommunications Operator.
    • The Authority or any person authorized in writing by the Authority may at any time during working hours, enter upon the premise of a Telecommunications Operator for purposes of ascertaining compliance.
    • The Authority shall apply the appropriate sanctions on a Telecommunications Operator for failure to rectify a contravention.
    • The Authority’s remedies and sanctions shall be guided by the Council of Ministers Regulation.

Restrictions

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  • Telecommunications Operators must establish measurement methods consistent with this Directive.
  • Telecommunications Operators must meet targets as set forth in this Directive.
  • Telecommunications Operators must provide measurement results for all services and network coverage to the Authority.
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    • Telecommunications Operators must produce and submit data reasonably required by the Authority.
    • Telecommunications Operators must provide relevant information to Customers to make informed decisions about their services.
    • Telecommunications Operators must provide Customers equal access to the same quality of service in accordance with the tariffs and Quality of Service standards.
    • Telecommunications Operators must inform affected Customers of any significant outage that affect service provision.
    • Service Level Agreement (SLA) shall state the level of performance, Compensation payment, mechanism for claiming Compensation, and Escalation procedure.
    • Telecommunications Operators must issue public advanced notice of planned major outage of services.
    • Telecommunications Operators must send a notice to Customers by SMS if the planned major outage exceeds 24 hours.
    • Telecommunications Operators must provide information for planned major service outages to the Authority at least 48 hours before.
    • Telecommunications Operators must notify the Authority by email as soon as it becomes aware that an unplanned outage will last more than two (2) hours.
    • Telecommunications Operators must notify its Customers of any major service degradation or service outages which extend beyond four (4) hours.
    • Telecommunications Operators must provide specific information to customers about unplanned outages.
    • Telecommunications Operators must provide a formal report to the Authority within five (5) working days of resolution of unplanned outages.
    • Telecommunications Operators must provide public emergency services to the Government giving priority to support activities.
    • Telecommunications Operators must submit an annual plan for public emergency procedures and operations to the Authority.
    • Telecommunications Operators shall co-ordinate with the relevant authority and implement emergency plans in case of national security related emergencies.
    • Telecommunications Operators must rectify contraventions within twenty (20) working days of notice from the Authority.
    • For any contraventions of a QoS requirement including for service outages, customers shall not be required to pay for the services not received.
    • Affected Customers shall be compensated by Telecommunications Operators in terms of tangible service benefits, except in the case of excused performance due to force majeure.

Penalties

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  • The Authority shall apply the appropriate sanctions on a Telecommunications Operator for failure to rectify a contravention in accordance with the action plan approved.
  • Sanctions may include fines or restitution pursuant to Article 52 of the Proclamation.
  • Sanctions shall be guided by Council of Ministers Regulation that determines types of infractions leading to license revocation, suspension, and other administrative measures, and stipulate penalties and fines.

Objectives

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  • Create conditions for customer satisfaction by making known the quality of service obligations that Telecommunications Operators are required to meet.
  • Measure the Quality of Service provided by Telecommunications Operators from time to time in line with the service parameters stated in this Directive in order to assess the levels of performance.
  • Improve the operation and performance of interconnected networks.
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    • Implement a Quality of Service framework that allows the Quality of Service delivered by Telecommunications Operators to be measured, reported and published based on defined parameters and measurement methodologies as provided in this Directive and its Annexes.

Organizations

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  • Ethiopian Communications Authority
  • Telecommunications Operators

Legal references

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  • Ethiopian Communication Service Proclamation No.1148/2019, Articles 6(2), 6(5), and 54(2)
  • Article 31 of the Proclamation
  • Article 52 of the Proclamation
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    • Council of Ministers Regulation issued pursuant to Article 52(6) of the Proclamation
Original sourcehttps://justice.gov.et/en/directives/telecommunications-quality-of-service-directive-no-794-2021/
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