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STATE NEWS
REPUBLIC OF INDONESIA
| No. 610, 2013 | MINISTRY OF COMMUNICATIONS AND INFORMATICS. Service. Base-pony. Cellular. Quality Standards. |
MINISTER OF COMMUNICATION AND INFORMATICS REGULATIONS
REPUBLIC OF INDONESIA
No. 16 YEAR 2013
ABOUT
QUALITY STANDARDS FOR BASIC TELEPHONY SERVICES AT
MOBILE MOBILE NETWORK
WITH THE GRACE OF THE ALMIGHTY GOD
MINISTER OF COMMUNICATIONS AND INFORMATICS OF THE REPUBLIC OF INDONESIA,
Weighing: a.that in order to improve the quality of service to the user and to follow the technological advances in the holding of basic telephony services on the Mobile Mobile Network, need to be done standard parameter adjustments The quality of the service and its benchmark with the current conditions;
B. that under consideration as intended in the letter a, it is necessary to establish the Minister of Communications and Informatics Regulations on the Quality Standards of Basic Teleponies Services on the Mobile Mobile Network;
Given: 1.Act Number 36 Of 1999 On Telecommunication (sheet Of State Of The Republic Of Indonesia In 1999 Number 154, Additional Sheet Of The Republic Of Indonesia State Number 3881);
2. Government Regulation No. 52 Year 2000 on the Hosting Of Telecommunications (Sheet State Of The Republic Of Indonesia In 2000 Number 107, Additional Sheet Of State Republic Of Indonesia Number 3980);
3. Presidential Regulation No. 47 of 2009 on the Establishment and Organization of the Ministry of State, as amended in the last few times with the Presidential Regulation Number 91 of 2011 on the Third Amendment to the Presidential Regulation No. 47 Year 2009 on the Establishment and Organization of the Ministry of State;
4. Presidential Regulation No. 24 Year 2010 on Occupation, Duty, and Functions of the Ministry of State as well as Susunan Organization, Duty, and Functions of the Ministry of State as amended on the last few times with the Presidential Regulation Number 92 2011 on the Second Amendment to the Presidential Regulation No. 24 of 2010 on Occupation, Duty, and Functions of the Ministry of State as well as the Organizational Functions, duties, and Functions of the Ministry of State;
5. Decree of the Minister of Transportation Number KM. 21 Year 2001 on the implementation of the Telecommunications Service as amended on the last several times with the Regulation of the Minister of Communications and Informatics Number 31 /PER/M. KOMINFO/09/ 2008 about Changes Third in the Decree of the Minister of Transportation Number KM. 21 Years 2001 on the Hosting Of Telecommunications Services;
6. Order of the Minister of Communications and Informatics Number 03 /P/M. Kominfo/5/ 2005 about the Pronoun Adjustments on Some Decisions/Relationship Minister Rules that govern Special Muatan Materials in Post and Telecommunications Fields;
7. Rules of Minister of Communications and Informatics Number 01 /PER/M. KOMINFO/3/ 2010 on the Host of the Telecommunications Network;
8. Regulation of Minister of Communications and Informatics Number 17 /PER/M. KOMINFO/10/ 2010 on the Organization and the Working Governance of the Ministry of Communications and Informatics;
9. Rules of the Minister of Communications and Informatics Number 15 /PER/M. KOMINFO/07/ 2011 about the Adjustment Of The Term Designation On A Number Of Decisions and/or Regulations Of The Minister Of Communication and Informatics That Set Up Special Muatan Materials In The Post And Telecom and Decision and/or the Regulation of the Director General of Post and Telecommunications;
DECIDED:
establish: MINISTER OF COMMUNICATION AND INFORMATICS REGULATIONS ON THE STANDARDS OF QUALITY OF BASIC TELEPHONY SERVICES SERVICES ON MOBILE MOBILE NETWORKS.
BAB I
UMUM PROVISIONS
SECTION 1
In Regulation of this Minister, referred to by:
1. The fulfillment of User activation is the time that the service organizer starts from the user activation agreement until the service is available after the entire requirement is met.
2. The performance of the invoice is the integrity and reliability of the invoice system, the accuracy of the invoice and the timeliness in resolving the invoice-related complaint that is reflected in the number of complaints over the invoice and the number of invoice complaints resolved.
3. Complaints of Accuracy Invoices are complaints that include payments that are readied wrong or not dikredit, double bill, unreturned deposit, overdue bills, not received invoices, misuse of the bill, bills are sent to the wrong address and other errors regarding the bill, but do not include services related to third parties.
4. User General Data is the number of accepted complaints related to the service issue including the absence of late service activation or activation of the service, non-activation or activation of late after delivery of complaint, interference Connection quality, non-professional service and other complaints related to the service against the user other than the complaint over the invoice.
5. Service Level Call Center The Use Service is the operator speed Call Center in reply to a service user's call requesting the service since the user chooses the menu to speak to the operator.
6. Service Disorders Report Level (of IBM SaaS) is the number of user-delivered service disruption reports.
7. Endpoint Service Availability is the availability of an effective call call either for a call connection in a network of self-service organizers and a connection call between the different service organizers can occur and It is maintained between two mobile mobile access devices.
8. Mobile mobile access device is a device for accessing a radio network in one of the mobile frequency bands of mobile.
9. Dropped Call was a successful call was made but suddenly disconnected.
10. Blocked Call is an unconnected call due to the presence of interference on mobile mobile networks.
11. Short Message Service Performance is a percentage of the number of short messages sent with a specific time interval between the message sent and the message received.
12. Charging Pre-Pay is the way the payment of the phone number by payment is first a sum of money to the service organizer, either directly or through the service organizer's agents, and the value of the money is included It becomes the value of money in the account number, which is stated in the unit of rupiah, then used to make a payment transaction by directly reducing the value of the money in the account number's account.
13. The funeral is an individual, legal entity, government agency that uses services on a mobile mobile network that is not under contract.
14. Customer is an individual, legal entity, government agency that uses services on a mobile mobile network based on contracts.
15. Users are Customer and the Use.
16. Work Day is Monday to Friday, except for the public holidays.
17. Busy hour is every hour in a busy period between 8:00 a.m. to 8:00pm local time on weekdays.
18. Organizing Services is the organizer of basic telephony services on mobile mobile networks that provide services including either one or the combination of basic teleponies or other services through mobile mobile networks.
19. Services To Mobile Mobile Networks are services that include either one or the combination of basic telephony services or other services through mobile mobile networks, including the means or networks that support it.
20. Force Majeure is events that can happen at any time, cannot be expected and are beyond human abilities with all power as well as efforts to address it like natural disasters, uprisings, riots, wars, fire, sabotage, and general strike.
21. Third Parties are Parties other than the service organizer and the user.
22. The subsequent Indonesian Telecommunications Regulatory Agency (BRTI) is the Directorate General of the Post and Informatics, the Directorate General of Resources and Postal Devices and Informatics, and the Indonesian Telecommunications Regulatory Committee.
BAB II
LICENSEE ' S OBLIGATIONS
Article 2
(1) Each organizer of basic telephony services on a mobile mobile network is obliged to meet the quality of service quality in accordance with the provisions in this Ministerial Regulation.
(2) Organizing basic telephony services on mobile mobile networks as referred to in paragraph (1) is required to make a Service Level Agreement (SLA) agreement with other service organizers or other network organizers in accordance with the terms of the IBM SaaS. with the rules of this Minister's Rule.
(3) Service Level Agreement (SLA) as referred to in paragraph (2) to guarantee the fulfillment of the quality standards of service.
BAB III
SERVICE PERFORMANCE
The Kesatu section
The Activation Standard Of Activation Requests
Section 3
Fulfillment of activation is performed against:
a. Post-paid customers;
B. Prepaid user candidates.
Section 4
(1) The percentage of post-pay activation requests by service organizers in a term of 5 (five) working days since the approval of the pay post activation must be e 90% (more than ninety percent) of total post-paid activation requests.
(2) The post-pay activation requirement (s) as referred to in paragraph (1) includes the verification of the address and completeness of the document.
(3) Ten percent (10%) of unsettled post-paid activation requests within 5 (five) business days and 2% (two percent) of pre-paid activation requests not completed in the 24 (twenty) time period (2) four) hours must be completed entirely.
(4) The calculation of the fulfilment of a post-pay activation request as referred to in paragraph (1) is the calculation for a period of 12 (twelve) months and is based on the ratio as follows:
The number of postpaid activation requests are met in 5 days of the month x 100%
Total number of activation requests
Section 5
(1) The percentage of fulfillment of the application of the prepaid activation by the organizer of the services within 24 (twenty-four) hours of the completion of the complete pre-paid registration process by the service organizer must be e 98% (more than or equal to ninety-eight percent) of the total application of activation.
(2) The calculation of the fulfilment of a pre-paid activation plea as referred to in paragraph (1) is the calculation for a period of 12 (twelve) months and is based on the following ratio:
The number of pre-paid activation requests are met in 24 hours x 100%
The number of all applications already registered
Section 6
The activation request is not included in the calculation as referred to in Section 4 of the paragraph (4) and Section 5 of the paragraph (2), if it occurs:
a. user-address error;
B. damage to network facilities due to
force majeure;
c. damage to the network facilities due to third parties;
D. users cancel or delay a request;
e. network facilities are not yet available;
f. damage to the user terminal.
The Second Part
The Bill Performance Standards
Section 7
(1) The percentage of complaints over the accuracy of invoices in 1 (one) month of the bill must be d 5% (less than or equal to five percent) of the total number of bills in that month.
(2) The calculation of the percentage of complaints over the accuracy of the invoice as referred to in paragraph (1) is the calculation for a period of 1 month invoice and is based on the following ratio:
The number of complaints over the accuracy of the x 100% bill
The total number of invoices
Section 8
(1) The percentage of completion of complaints over the accuracy of the bill as referred to in Article 3 must be e 90% (more than or equal to ninety percent) of the total complaint over the accuracy of the bill.
(2) The completion of the complaint over the accuracy of the invoice as referred to in paragraph (1) is mandatory in the term of 15 (fifteen) business days calculated since the complaint was received.
(3) The provisions as referred to in paragraph (2) do not apply to complaints of the accuracy of invoices arising regarding the Third Party.
Section 9
(1) The percentage of complaint settlement over the accuracy of charging pre pay must be e 90% (more than or equal to ninety percent) of the total complaint over the accuracy of charging pre-paid.
(2) The completion of complaints of charging pre-paid as referred to in paragraph (1) is mandatory in the term of 15 (fifteen) business days calculated since the complaint was received.
(3) Ten percent (10%) of the total complaint over the accuracy of charging pre-paid as referred to in paragraph (2) that has not been completed within 15 (fifteen) business days must be completed entirely.
(4) The provisions referred to in paragraph (2) do not apply to complaints for the accuracy of charging pre-paid arising in relation to Third Parties.
(5) The calculation of the completion of the
charging pre-paid complaint as referred to in paragraph (1) is for the (one) invoice period and is based on the following ratio:
The number of bill complaints completed in 15 days x 100%
Number of invoice complaints received in 1 bill period
Article 10
The service organizer is required to retain footage of the resolution of the resolution of the complaint over the bill and/or
charging pre-paid for each invoice period for 3 (three) months.
The Third Part
The Standard User General Complaint Handling
Section 11
The percentage of the user's general complaint handling calculations that are responded to in the term of 12 (twelve) months must be e90% (more than or equal to ninety percent) of all received User complaints.
(1) The calculation of the user general complaint handling as referred to in paragraph (1) is for a period of 12 (twelve) months and is based on the following ratio:
Total X 100% responded to the complaint
Total complaints received
The Fourth Part
Standard Service Disruption Report Level
Section 12
The service disruption report level must be < 5% (less than or equal to five percent) of the number of users in the term of 12 (twelve) months.
Section 13
The service disruption report as referred to in Section 12 is not included in the calculation of the service disruption report level if it occurs:
a. failure of user devices;
B. disruption due to the conduct of other services organizers;
c. calls that are not related to the service disruption report.
The Fifth Part
Standard Service Level Call Center User Service
Section 14
(1) The percentage of the call center operator answers against user calls in 30 (thirty) seconds must be e90% (more than or equal to ninety percent) of the received calls.
(2) The answer operator call center against the user call as referred to in paragraph (1) is calculated since the user presses the menu talking with the operator.
Section 15
(1) The percentage of the
call center operator answer percentage against the user call as referred to in Section 14 is based on the ratio as follows:
Call that replied in 30 seconds x 100%
Number of calls received-the number of calls disconnected in 5 seconds
(2) The call to
call center is not included in the operator's answer percentage calculation if it occurs:
a. damage to the network facility because
force majeure;
B. deficient call center capacity because the operator cannot work as it should be due to force majeure.
Section 16
The service organizer is required to keep a record of the answer percentage of the operator
call center each month and save it for 3 (three) months.
BAB IV
NETWORK PERFORMANCE
The Kesatu section
Standard Endpoint Service Availability
Section 17
(1) The percentage of the number of calls that do not have a dropped call and blocked call on the mobile mobile network belongs to the service organizer must e 90% (more than or equal to ninety percent).
(2) The calculation of the number of calls that do not have a
dropped call and
blocked call as referred to in paragraph (1) is based on the ratio as follows:
(Number of attempted calls - numbers dropped call - numbers blocked call) x 100%
Number of attempted calls
Section 18
(1) The percentage of dropped calls for calls in a network of service organizers must be d 5% (less than or equal to five percent).
(2) Calculations of the
dropped call percentage for the call as referred to in paragraph (1) are based on the following ratio:
The amount dropped call x 100%
Number of attempted calls
Section 19
(1) The
endpoint service availability method of calculation which is performed by the service organizer is as follows:
a. The services of the service organizer are conducted via static test and system drive test on weekdays with a comparison of 50:50.
B. Network measurements are performed via static testing on weekdays.
(2) The duration of the test range for static testing and drive test is performed for 60 (sixty) seconds with the term between calls should not be more than 10 (ten) seconds set on the measuring device.
Article 20
The static test is done as follows:
a. call test (test call) is done in a non-moving position on a publicly accessible region that is within the service organizer ' s coverage area.
B. calculation must be based on a test call sample at the busy hour of the working day.
c. sample size of the least 260 (two hundred sixty) test call which consists of:
1. test call on-net as much as 200 (two hundred); and
1. test call off-net as much as 60 (sixty).
D. test call off-net as referred to in the letter c the figure 2 is divided equally for the entire host of mobile network and the network remains local without cable with limited mobility.
Article 21
The
drive test system is as follows:
a. Testing is conducted by taking samples at a vehicle in the main road and the trading area as well as in densely populated settlements.
B. sample number for testing as specified in the letter a specified at least 260 (two hundred sixty) call test (test call) with a term between calls 10 (ten) seconds.
The Second Part
The Short Message Service Performance Standards
Section 22
In the event the service organizer organizes a short message service then the calculation of the number of short messages that are successfully sent with the time interval between the delivery and the reception is no more than 3 (three) minutes must be e 90% (more of or equal to ninety percent) of a short message sent.
Section 23
Calculation of the number of short messages successfully sent as referred to in
Article 22 is based on the ratio as follows:
The number of short messages sent in 3 minutes x 100%
The number of short messages sent in the testing time period
Article 24
Short message service performance calculations must be applied at peak hours both in the same service organizer as well as with different service organizers in using sample retrieval testing.
Section 25
(1) The performance calculation of a short message service is performed using 2 (two) handsets which have the same technical specifications as the placement handset at the static location and the full signal strength.
(2) Use 2 (two) handsets as referred to in paragraph (1) with provision 1 (one) handsets to send a short message, while 1 (one) handset another to receive a short message.
Section 26
(1) The number of short message samples is at least 50 (fifty) and at most 100 (one hundred) short messages.
(2) The number of short message samples as referred to in paragraph (1) is divided equally for on-net.
(3) The length of time between short messages sent as referred to in paragraph (1) is 3 (three) minutes.
(4) The maximum number of characters in each sending a short message is 160 (one hundred sixty) characters.
BAB V
REPORTING
Section 27
(1) The organizers of the service shall retain all data recording of the standard standard parameter calculation of the service and are required to report the standard achievement of quality of service to BRIT.
(2) The standard achievement report of the service quality as referred to in paragraph (1) must be submitted to the BRTI slowest 6 (six) weeks from December 31 as the end of the report period.
Section 28
(1) The report of the standard achievement of the quality of the service as referred to in Article 27 must conform to the format as set forth in the Attachment that is an inseparable part of this Minister's Regulation.
(2) The standard achievement report of service quality as referred to paragraph (1) must be accompanied:
a. data support in the form
soft copy and
hard copy; and
B. the statement that the report is made correctly and accurately as well as being signed by the lead director on the mat is sufficient.
Article 29
BRTI must publish the achievement of the quality standards of service organizer service in accordance with the provisions of this Minister Regulation.
Article 30
Service organizers are required to publish the achievement of service quality standards in their respective official sites and must be updated every 3 (three) months.
BAB VI
SERVICE QUALITY STANDARD ACHIEVEMENT ASSESSMENT
Section 31
(1) To verify the accuracy of the report of the standard achievement of service quality by the services organizer, BRTI can conduct an assessment.
(2) The order of performance assessment as referred to in paragraph (1) is specified in the Regulation of the Minister.
BAB VII
THE ASSESSMENT REPORT
Section 32
(1) The standard achievement assessment report of the quality of service loading the audit results with the format as referred to in this Minister's Regulation.
(2) BRTI will publish the results of the standard achievement assessment of the service in accordance with the rules of the invite-invite rule.
BAB VIII
SANCTIONS AND AWARDS
Section 33
(1) Any service organizer who does not meet the standard provisions of the quality of the service according to the benchmark for any parameters as referred to in this Attachment the Regulation of this Minister is subject to the sanction of the fine by which it is appropriate. the provisions of the laws.
(2) The mechanism of sanction of fine sanctions as referred to in paragraph (1) is set in the Minister ' s Regulation.
Article 34
Sanctions fines as referred to in Article 33 do not eliminate the merit organizer ' s obligation to provide compensation to the loss experienced by the users as a result of the negligence of service organizers in meeting quality standards service.
Section 35
(1) BRTI rewards service organizers that meet the quality of service quality.
(2) The award as referred to in paragraph (1) is the announcement of the achievement of the service quality of the service organizer service and the awarding of the award certificate.
BAB IX
THE TRANSITION PROVISION
Article 36
By the enactment of this Minister's Regulation, the terms of the performance of the service and the performance of the network as referred to in any basis for the hosting of the basic telephony services on the mobile mobile network are declared to be not applicable and the standard of service quality standards set in the provisions of this Minister Regulation.
BAB X
CLOSING PROVISIONS
Article 37
At the time the Ordinance of the Minister came into force, then the 2012 Minister of Communications and Informatics Regulation on the Quality Standards of Basic Teleponies Services on the Mobile Mobile Network was revoked and declared to be not applicable.
Article 38
The Minister ' s Rule came into effect on the date of the promulctest.
In order for everyone to know, ordered the invitational of the Order of the Ministers of Communication and Informatics by its placement in the State News of the Republic of Indonesia.
Set in Jakarta
on April 10, 2013
REPUBLIC OF INDONESIA ' S COMMUNICATIONS AND INFORMATICS MINISTER,
TIFATUL SEMBIRING
Promulgated in Jakarta
on April 15, 2013
MINISTER OF LAW AND HUMAN RIGHTS REPUBLIC OF INDONESIA,
AMIR SYAMSUDIN
Attachment:
bn610-2013 
