Telecoms carriers have to provide information on their own services’quality in a “Management of service quality” section on their website,according to Circular No.08/2013/TT-BTTT of the Ministry of Informationand Communications, which took effect on May 10.
The Ministryrequires that licensed carriers open the “Management of service quality”section in their own websites, which must include the followinginformation: Names of all telecoms services provided, Technical criteriafor each service; Quality Record of all services offered by thecarrier; periodical reports submitted to Authority of Telecommunicationson quality of telecoms services; Results of regular tests on quality oftelecoms services done by the carrier; Address, telephone number ofcontact persons dealing with customers’ complaints; Process of receivingand dealing customers’ complaints; Support information.
Thecarriers have to announce the quality of all services in the "List ofrequired Quality control Telecommunications services". At the same time,they are also responsible for publishing self-applied standards fortelecommunications services not included in the list.
TheMinistry of Information and Communications also requires thattelecommunications carriers put provisions on quality of services intheir service contracts on postpaid services with customers.-VNA