Regulation Of The Minister Of Communication And Informatics Number 16 By 2013

Original Language Title: Peraturan Menteri Komunikasi dan Informatika Nomor 16 Tahun 2013

Subscribe to a Global-Regulation Premium Membership Today!

Key Benefits:

Subscribe Now

Read the untranslated law here: http://peraturan.go.id/inc/view/11e44c50be59c670a639313233303430.html

BN 610-2013 fnHeader (); The text is not in the original format.
Back NEWS REPUBLIC of INDONESIA No. 610, 2013 the MINISTRY OF COMMUNICATION and INFORMATICS. Ministry. Basic Telephony. Mobile. The Standard Of Quality.

REGULATION of the MINISTER of COMMUNICATIONS and INFORMATICS of the REPUBLIC of INDONESIA number 16 by 2013 ABOUT QUALITY STANDARD of BASIC TELEPHONY SERVICES on CELLULAR MOBILE NETWORKS with the GRACE of GOD ALMIGHTY the MINISTER of COMMUNICATIONS and INFORMATICS of the REPUBLIC of INDONESIA, Considering: a. that in order to improve the quality of service to the user and follow the progress of technology in implementing the basic telephony services on Mobile Networks, the need for adjustment of the parameters of the quality of service as well as the standard gauge ukurnya with current conditions;
b. that based on considerations as referred to in letter a, the need to set a regulation of the Minister of communication and Information about quality standard of Basic Telephony Services on Mobile Networks;
Remember: 1. Act No. 36 of 1999 regarding telecommunications (Gazette of the Republic of Indonesia year 1999 Number 154, additional Sheets of the Republic Indonesia country number 3881);
2. Government Regulation Number 52 in 2000 about the Organization of telecommunications (Gazette of the Republic of Indonesia year 2000 Number 107, additional sheets of the Republic of Indonesia Number 3980);
3. Presidential regulation Number 47 in 2009 about the formation and organization of the Ministries, as amended several times the last presidential regulation Number 91 in 2011 about the third Change of top presidential regulation Number 47 in 2009 about the formation and organization of the Ministries;
4. Presidential regulation Number 24 of 2010 about the position, duties, and functions of the Ministries as well as the Organization, duties, and functions of the Echelon I Ministries as amended several times the last presidential regulation Number 92 in 2011 about the second amendment above presidential regulation Number 24 of 2010 about the position, duties, and functions of the Ministries as well as the Organization, duties, and functions of the Echelon I Ministries;
5. The decision of the Minister of transportation KM Number 21 in 2001 about the Organization of Telecommunication as amended several times with a regulation of the Minister of communication and Informatics Number 31/PER/m. KOMINFO/09/2008 about a third Change over the decision of the Minister of transportation KM Number 21 in 2001 about the Organization of Telecommunication Services;
6. Regulation of the Minister of communication and Informatics number 03/P/m. Kominfo/5/2005 concerning the adjustment of the Said Designations on some Decision/regulation of the Minister of transport who set up a special Charge in the Material field of posts and telecommunications;
7. Regulation of the Minister of communication and Informatics number 01/PER/m. KOMINFO/3/2010 regarding the Organization of the telecommunications network;
8. Regulation of the Minister of communication and Informatics number 17/PER/m. KOMINFO/10/2010 about the Organization and the Work of the Ministry of communications and Informatics;
9. Regulation of the Minister of communication and Informatics number 15/PER/m. KOMINFO/07/2011 about the Adjustments the word Term on a number of decisions and/or the regulation of the Minister of communication and Informatics Who set up a special Charge in the Material field of posts and telecommunications as well as decisions and/or the regulations the Director General of post and Telecommunications;
Decide: define: REGULATION of the MINISTER of COMMUNICATION and INFORMATION ABOUT QUALITY STANDARD of BASIC TELEPHONY SERVICES on MOBILE NETWORKS.
CHAPTER I GENERAL PROVISIONS article 1 In this regulation of the Minister, is: 1. The fulfillment of the Application Activation User is time required service provider ranging from user to service activation agreement is possible when all requirements are met.
2. The performance of the Bill is the integrity and reliability of the system the Bill be Bill accuracy and timeliness in resolving complaints related bills that is reflected in the number of complaints over the Bill and the number of complaints the Bill was finalized.
3. Complaints Over the accuracy of the Bill is a complaint that includes a payment that is credited or uncredited, double bill, a deposit that is not refunded, bills are late, not the admissibility of bills, bills, bills abuse sent to the wrong addresses and other errors regarding the Bill, however, does not include the services associated with a third party.
4. A common complaint Users is the number of complaints received related services including the problem of the lack of activation of the service or the service activation delays, lack of activation or activation of late after the submission of the complaint, impaired the quality of the connection, the service professional and not complaints against services other related users in addition to complaints over the Bill.
5. Call Center Service Level Penggguna Service is the speed of the Call Center operator in answering the call of service users who request the service since the user selects the menu speak to the operator.
6. Level of Service Interruption Reports is the large amount of service disruption report that is delivered to users.
7. Availability Service Endpoint is the availability of effective call call either for connection of calls in a network service provider itself or the connection of calls between different service providers can occur and be maintained between the two moving mobile access device.
8. Moving Mobile access device is a device for accessing a network radio in one of the frequency bands moving mobile.
9. the Dropped Call is a call that is successfully done but suddenly disconnected.
10. Blocked Call is a call that could not be connected due to the presence of interference in mobile networks.
11. Short Message Service Performance is the percentage of the number of short messages sent by specified time interval between messages sent and received messages.
12. Charging pre-paid payment account is the way the phone number with a deposit in advance an amount of money to the service provider, either directly or through a service provider agencies, and the value of the money put into the value of the money in the account phone number, expressed in units of dollars, are then used to perform payment transactions by way of reducing the value of money directly on account of the phone number.
13. Users are individuals, legal entities, government agencies are using the service on cellular mobile networks are not based on the contract.
14. The customer is an individual, a legal entity, the Government agencies that use the service on mobile networks based on the contract. 15. Users are Customers and users.
16. Work Day is Monday until Friday, except public holidays/national.
17. Rush hour is every hour in a busy period between 8 am until 8 pm local time on weekdays.
18. the service provider is the basic telephony service provider on a cellular mobile networks that provide services include any or a combination of the basic organization of telephony or other services via mobile networks.
19. Services On mobile networks is Mobile services that include one or a combination of basic telephony services of organizing or other services via mobile networks, including the means or the network that supports it.
20. Force Majeure is the events that can occur at any time, there may be suspected and is beyond the capabilities of human beings with all the resources and efforts to overcome it such as natural disasters, rebellions, riots, war, fire, sabotage, and a general strike. 21. A third party is a party other than the service provider and the user.
the Telecommunications Regulatory Agency 22. Indonesia hereinafter abbreviated BRTI is the Organization of the Directorate General of posts and Informatics, Directorate General of Post and the device Resources and Informatics, and Telecommunications Regulatory Committee of Indonesia.
CHAPTER II OBLIGATIONS of the HOLDER of the PERMIT is article 2 (1) of each basic telephony service provider on a cellular mobile networks is obligated to meet the standards of quality of service in accordance with the provisions in the regulations of the Minister.
(2) the telephony service provider on the basis of cellular mobile networks as referred to in subsection (1) is required to make the agreement Service Level Agreement (SLA) with other service providers or other network provider in accordance with the provisions of this regulation of the Minister.
(3) agreements Service Level Agreement (SLA) as referred to in paragraph (2) to guarantee the fulfillment of the service quality standards.
CHAPTER III is considered part of the SERVICE PERFORMANCE Standards Compliance Activation Application article 3 Compliance application activation is performed against: a. candidate for postpaid subscribers;

b. prospective pre-paid users.

Article 4 (1) the percentage of postpaid activation application fulfillment by the service provider within the period of 5 (five) business days counted since the approval of the application for a postpaid activation should e 90% (over ninety percent) of the total postpaid activation application.
(2) the requirements of solicitation a postpaid activation as referred to in subsection (1) include address verification and completeness of the document.
(3) ten percent (10%) of the application for a postpaid activation not completed within the period of 5 (five) working days and 2% (two percent) of the application for a pre-paid activation not completed within a period of 24 (twenty four) hours must be completed in full.
(4) the calculation of the percentage of the fulfillment of a postpaid activation application as referred to in subsection (1) is the calculation for a period of 12 (twelve) months and is based on the following ratio: the number of postpaid activation application fulfilled within 5 days of month x 100% number of entire application activation of article 5

(1) the percentage of pre-paid activation application fulfillment by the service provider within the period of 24 (twenty four) hours counted since the completion of the registration process pre paid in full by the service provider must e 98% (greater than or equal to ninety-eight per cent) of the total application activation.
(2) the calculation of the percentage of the fulfillment of the pre-paid activation application as referred to in subsection (1) is the calculation for a period of 12 (twelve) months and is based on the following ratio: the number of pre-paid activation application fulfilled within 24 hours x 100% of the total number of applications already registration article 6 Application activation is not included in the calculation referred to in article 4 paragraph (4) and article 5 paragraph (2) , in the event of: a. address by granting the user error;

b. damage to network facilities due to force majeure;

c. damage to facilities due to the network of a third party;

d. the user cancel or postpone the plea;

e. network facilities are not available;

f. damage to the user's terminal.

The second part performance standards Bill Clause 7 (1) the percentage of complaints over the accuracy of bills in one (1) month of the Bill should be 5% (less than or equal to five per cent) of the total number of bills for the month.
(2) the calculation of the percentage of complaints over the accuracy of the Bill referred to in subsection (1) is the calculation for period of 1 months bills and is based on the following ratio: the number of complaints over the accuracy of the Bill x 100% number of entire Bill section 8 (1) the percentage completion of the complaint upon the accuracy of the invoices referred to in article 3 should e 90% (more than or equal to ninety percent) of the total complaints over the accuracy of the Bill.
(2) the resolution of the complaint upon the accuracy of the Bill referred to in subsection (1) is required completed in a period of 15 (fifteen) working days calculated from the complaints received.
(3) the provisions referred to in subsection (2) does not apply to complaints over the accuracy of bills incurred related to third parties.
Article 9 (1) the percentage completion of complaint over pre-paid charging accuracy should e 90% (more than or equal to ninety percent) of the total complaints over pre-paid charging accuracy.
(2) the resolution of a complaint over pre-paid charging accuracy as mentioned in subsection (1) is required completed in a period of 15 (fifteen) working days calculated from the complaints received.
(3) ten percent (10%) of the total complaints over pre-paid charging accuracy as referred to in paragraph (2) which has not been resolved within a period of 15 (fifteen) working days to be completed entirely.
(4) the conditions referred to in subsection (2) does not apply to complaints over pre-paid charging accuracy arising related to third parties.
(5) the calculation of the percentage of completion of the pre-paid charging complaint referred to in subsection (1) is for (one) and Bill period is based on the following ratio: the number of complaints the Bill was completed in 15 days x 100% number of complaints received within 1 billing period Bill Clause 10 service provider is obligated to store data records his completion percentage of complaints over the Bills and/or pre-paid charging for each period of the Bill during the three (3) months.

The third part of the General User Complaint Handling standards of article 11 the percentage calculation of the handling of public complaints of users who responded within a period of 12 (twelve) months must e90% (greater than or equal to ninety percent) of all the received user complaints.
(1) the calculation of the percentage of the handling of public complaints of users referred to in subsection (1) is for a period of 12 (twelve) months and is based on the following ratio: Total complaints taken x 100% Total complaints received the fourth part of the standard level of Service Interruption Reports Chapter 12 report of the level of service interruptions should be Article 13 reports of service interruptions as referred to in article 12 are not included in the calculation of the level of reporting in case of service interruptions : a. damage to the user's device;

b. interference by another service provider;

c. calls not related to reports of service interruptions.

The fifth part of the standard Service Level Call Center Service Users of article 14 (1) the percentage of call center operators answer the call against users in 30 (thirty) seconds should e90% (greater than or equal to ninety percent) of calls received.
(2) the call center operators Answer the call against the user referred to in paragraph (1) calculated from the user presses menu speak to the operator.
Article 15 (1) the calculation of the percentage of call center operators answer the call against the user as stipulated in article 14 is based on the following ratio: calls answered within 30 seconds x 100% number of calls received-the number of calls disconnected in 5 seconds (2) Calls to the call center is not included in the calculation of the percentage of answers to the operator in the event of: a. damage to the facilities of the network due to force majeure;
b. lack of capacity due to the call center operator can not work properly due to force majeure.
Article 16 the mandatory service provider stores the data records the percentage of answers the call center operators each month and keep it for 3 (three) months.

CHAPTER IV NETWORK PERFORMANCE is considered Part of the standard Endpoint Service Availability of article 17 (1) the percentage of the number of calls that are not experiencing the dropped call and blocked call on cellular mobile networks belonging to the service provider must e 90% (more than or equal to ninety percent).
(2) the calculation of the percentage of the number of calls that are not experiencing the dropped call and blocked call referred to in subsection (1) is based on the following ratio: (number of calls attempted-the number of dropped call-number blocked call) x 100% number of calls attempted in Article 18 (1) the percentage of dropped calls in the call for the network service provider should belong to 5% (less than or equal to five per cent).
(2) the calculation of the percentage dropped call for calls as referred to in subsection (1) is based on the following ratio: the number of dropped call x 100% number of calls attempted in article 19 (1) calculation method endpoint service availability is done by the service provider are as follows: a. measurements in network belonging to the service provider is done through static test and drive test system on weekdays 50:50 by comparison.
b. measurement of the network is carried out through a static test on weekdays.
(2) the duration of the series of tests for static test and drive test performed during the sixty (60) seconds with a period between the call should not be more than 10 (ten) seconds set at the measuring instrument.
Article 20 static Test is done as follows: a. the calling test (test call) do not move with the position on the publicly accessible areas located within the scope of the service provider.
b. the calculation should be based on the sample test call during peak hours on weekdays.
c. sample size of at least 260 (two hundred and sixty) test call that consists of: 1. a test call on-net as many as 200 (two hundred); and 1. test call off-net as many as sixty (60).
d. test call off-net referred to in letter c figure 2 divided equally to the entire mobile network provider and the network of local wireless fixed with limited mobility.
Article 21 drive test System are as follows: a. testing conducted by taking samples at the time of driving on the main road and regional trade as well as in the dense residential population.
b. the number of samples for testing as referred to in letter a is determined at least 260 (two hundred and sixty) call test (test call) and the time period between the call 10 (ten) seconds.
The second part of standard short message Service Performance section 22 in terms of organizing service provider short message service then the calculation of the percentage of the number of short messages that were successfully sent with an interval of time between the delivery and the reception is not more than 3 (three) minutes should be e 90% (more than or equal to ninety percent) of the short messages are sent.

Article 23 the calculation of a percentage of the number of short messages that were successfully sent as stipulated in article 22 is based on the following ratio: the number of short messages sent in 3 minutes x 100% number of short messages sent within the period of time the test section 24 calculation of short message service performance should be put in place during rush hour in either the same or service provider with a different service provider in using the test of sampling.

Article 25 (1) calculation of the performance of the short message service is done using 2 (two) handsets that have the same technical specifications with the placement of the handset in a static location and signal strength.
(2) the use of the 2 (two) handset as mentioned in subsection (1) with 1 (one) handsets to send short messages, while one (1) of the other handset to receive a short message.
Article 26 (1) the number of samples a brief message at least 50 (fifty) and at most 100 (one hundred) a short message.
(2) the number of samples of short messages as referred to in paragraph (1) is divided equally for on-net.
(3) the period of time between a short message sent as referred to in subsection (1) is three (3) minutes.
(4) the maximum number of characters in each delivery of short messages is 160 (one hundred and sixty) characters.
Chapter V REPORTING article 27 (1) the mandatory service provider stores the entire data recording standard service quality parameters calculation and obligatory reporting achievement of quality standards of service to the BRTI.

(2) quality of service standard achievement Report referred to in subsection (1) must be submitted to BRTI at least 6 (six) weeks calculated since 31 December as the end of the period of the report.
Article 28 (1) quality of service standard achievement Reports as referred to in article 27 should be in accordance with the format as listed in the annex which is an integral part of part of the regulation of the Minister.
(2) quality of service standard achievement Report referred to subsection (1) must be accompanied by: a. data support in the form of soft copy and hard copy; and b. a statement that the report is created with the correct and accurate as well as signed by the President on top of postage labels.
Article 29 BRTI should publish the achievement of quality standards of Service service provider in accordance with the regulations of the Minister.

Article 30 service provider is obligated to publish the achievement of quality standards of service in the official website of each and must be renewed every three (3) months.

CHAPTER VI the ATTAINMENT of STANDARDS of SERVICE QUALITY ASSESSMENT of article 31 (1) to verify the accuracy of reports on achievement of the standards of quality of services by the service provider, BRTI can do assessments.
(2) the procedures for the implementation of the assessment referred to in subsection (1) are defined in the regulations of the Minister.
CHAPTER VII REPORT of the ASSESSMENT of article 32 (1) the report of the assessment of the achievement of quality standards of service contains the results of the audit with the format as mentioned in the regulations of the Minister.
(2) the assessment results of BRTI will publish the achievement of quality standards of service in accordance with the laws.
CHAPTER VIII SANCTIONS and REWARDS of article 33 (1) of each service provider that does not comply with the service quality standards are appropriate benchmarks for each of the parameters referred to in the annex to this regulation of the Minister be penalized a fine adjustment is in accordance with the provisions of the legislation.
(2) the imposition of the sanctions mechanism of the fines referred to in subsection (1) is set in a regulation of the Minister.
Article 34 Penalties fines as stipulated in article 33 does not eliminate the obligation to compensate service providers against the losses experienced by the user due to the omission of the service provider in the service quality standards.

Article 35 (1) BRTI rewards service provider that meets the quality standards of service.
(2) the award referred to in subsection (1) in the form of the announcement of the achievement of the quality of service standards and certification service provider awards.
CHAPTER IX TRANSITIONAL PROVISIONS Article 36 With the enactment of the regulations of the Minister, the conditions of performance of service and network performance as mentioned in each basic telephony services holding of permissions on a network moving mobile stated does not apply and the mandatory quality of service refers to the standard that is set out in the provisions of the regulation of the Minister.

CHAPTER X the CLOSING PROVISIONS Article 37 at the time of this Ministerial Regulation comes into force, then the regulation of the Minister of communication and Informatics of number 28 in 2012 about quality standard of Basic Telephony Services on Mobile Networks is revoked and declared inapplicable.

Article 38 this Ministerial Regulation entered into force on the date of promulgation on.

In order to make everyone aware of it, ordered the enactment of regulations the Minister of Informatics and Communications of this with its placement in the news of the Republic of Indonesia.

Established in Jakarta on April 10, 2013, MINISTER of COMMUNICATIONS and INFORMATICS of the REPUBLIC of INDONESIA, TIFATUL SEMBIRING Enacted in Jakarta on April 15, 2013 the MINISTER of LAW and HUMAN RIGHTS REPUBLIC of INDONESIA, AMIR SYAMSUDDIN Attachment: bn610-2013 fnFooter ();