IT ' S SMART

The management of the telecommunications service quality management

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The Telecommunications Law Base November 23, 2009;

The Product Quality Law Base, which was November 21, 2007;

Standard Law School and Technical Regulation June 29, 2006;

Base of Protocol 25 /2011/NĐ-CP April 6, 2011 of the Government rules the details and guidelines for some of the provisions of the Telecommunications Law;

Base of Protocol 127 /2007/ND-CP August 1, 2007 of the Government Regulation the implementation of some of the provisions of the Standards Law and Technical Regulation;

Base of Protocol 187 /2007/NĐ-CP December 25, 2007 of the Government rules the functions, duties, powers, and organizational structure of the Ministry of Information and Communications; the digital decree. 50 /2011/ND-CP June 24, 2011 by the Government amended the Digital Protocol 187 /2007/NĐ-CP December 25, 2007 of the Government rules the functions, duties, powers, and organizational structure of the Ministry of Information and Media;

On the recommendation of the Director of the Bureau of Telecom,

The Minister of Information and Communications issued a regulatory advisory on the management of telecommunications services.

Chapter I

GENERAL REGULATION

What? 1. The tuning range and subject apply

1. This information regulates the management of the telecom services quality.

2. This information applies to the state governing body for the quality of telecommunication services; organizations, individuals who provide, use telecom services in Vietnam.

What? 2. The State Administration of Telecommunication Services Quality

1. The Information Department of the Ministry of Information and Communications is delivered to the state management of the quality of the telecommunication service on the country.

2. The Information and Transcrossers perform the state management of the quality of the telecommunication service on their own management table according to the content assigned at this Privacy.

What? 3. The category of telecom services mandatory quality management

According to each period, the Ministry of Information and Communications issued the "Catalogue of the Telecommunication Service Mandatory Quality Management" in accordance with the policy, the management requirements and the development realities of telecommunication services.

Chapter II

TELECOM SERVICE QUALITY PUBLICATION

What? 4. Responsible for the quality of telecom services

Telecommunications business is licensed by the Ministry of Information and Communications (s).

1. Impleminable of the quality publication according to the National Technical Regulation for telecommunication services belonging to the "Catalogue of Quality Management", the quality level of the publication is not contrary to the regulation level of the Technical Regulation. The country.

2. Self-published quality by voluntary standards imposed on telecommunications services not under the "Quality of Telecommunication Mandatory Telecommunication Service" on the telecommunications business website (website).

3. In the contract to provide telecommunication services to the following paid services, in the information information that uses telecommunication services for prepaid services there must be provision of the quality of service that the telecom enterprise provides, which notes: "Make sure the quality of service provides customers with the right quality of service that the business has announced".

What? 5. The procedure of publication of the quality of services on the services of the "Mandatory Telecommunication Services Portfolio" services.

1. The telecommunication business is licensed by the Ministry of Information and the telecommunications business to deliver a public service quality through postal service, transfer, or direct access to the Department of Telecommunications.

2. Number of Cases: 01.

3. The profile component includes:

a) A copy of the Free Service Business License.

b) The publication of the publication of the quality of the telecommunication service according to the Appendix I of this Information.

c) The publication of the quality telecommunication service in Appendix II of this Information.

4. During the year (05) days of work since the record is received:

a) The case case is approved, the Telecommunications Department grants the business "Acceptance of the quality of telecommunication service" according to the template at Annex III of this Information.

b) The case case is not approved, the Telecommunication Bureau has an answer to the telecom business.

5. After being granted "The adoption of the quality of telecom services", the telecom business is responsible:

a) Subscription of the "Telecommunications Services Quality Publication" on the business's website as specified in Article 22 Chapter VII of this Information.

b) The "telecommunication service quality publication" at its visible and easily readable site at all transactions points that implement the signing of the service offering with the customer and the public telecom service offering points of the business. The telecommunications industry.

What? 6. The duration of the release of the free service

For the telecommunication service of the "Mandatory Telecommunications Service Portfolio", the telecommunication enterprise is licensed by the Ministry of Information and Communications.

1. Complete the procedure for the publication of the specified free service quality at Article 5 of this Notice during the sixty (60) days of the date since the date of this date of adoption is applicable or from the date of the telecommunication business day. The case

2. Implemulant and complete procedure of the procedure for the quality of telecom services specified in Terms 5 of this Privacy in the Sixty-(60) date from the day of the National Technical Regulation that the Ministry of Information and Communications changed in effect. Practice or the telecom business has any changes in the content of the publication.

Chapter III

TELECOM SERVICES QUALITY REPORT

What? 7. recurring reports

1. During the twenty (20) deadline of the first day, the telecom business was licensed by the Department of Information and Tru, the telecommunications service business to report the quality of the telecommunication service by itself in the previous quarter. Yeah.

2. For each service, the report to the Telecommunications Service sent in the form of an electronic copy (file) using a digital signature or electronic copy does not use the letter-based signature on paper according to a periodic report of the telecommunication service quality, as at Annex IV. of this announcement and the standard of the quality of telecom services as at the Annex V, VI, and VII of this Smart corresponds to each of the service in the province, the Central City of Central to which the telecommunication business provides services.

3. The Telecommunications Bureau has the responsibility to build a database of telecommunications services quality reporting and share reporting data with the Department of Information and Communications through a network environment or by a prescribed text.

What? 8. Breakthrough Report

1. The telecom business is responsible for reporting the quality of telecom services provided by itself to the Telecommunications Department when required.

2. Telecommunication, telecommunication services agency on the site operated by the Department of Information and Communications are responsible for reporting the Department of Information and Communications on the quality of telecom services provided by themselves when required.

3. When the telecommunication service belongs to the "Quality of Mandatory Telecom Services Portfolio" there is the incident that makes use of the service on the one or more provinces, cities or in the direction of the intercity, online, international not performing in the interval. time from two (02) hours or more, during the period of three (03) days of work since the date of the incident, the telecom business is responsible for reporting by writing on the cause, level of influence and the recovery of the incident to the Telecommunications Department and the Information Department. and the media where the incident happened.

What? 9. Data retention, document used to report

1. When there is a request by the state governing body to have jurisdiction, telecom businesses, telecom services dealers have responsibility:

a) The program, which provides the number of data, the document used to report and are responsible for the timely, accurate and full responsibility for the content of the data, the document used to report the report.

b) Technical support for the state management agency to have the authority to access the enterprise's device system to test the data.

2. The telecom business has the responsibility to store the metrics, documents used to establish a telecommunication service quality report of at least two (02) years from the report date.

Chapter IV

TELECOMMUNICATIONS QUALITY CONTROL

What? 10. The Measure Plan

1. In January, the Telecommunications Board issued a measure of quality control over the telecommunication service under the "Catalogue of Quality Management Telecommunication Services".

2. The measurement content includes testing, sampling, measurement, and evaluation of the quality of telecommunication service according to the National Technical Regulation.

3. For a service of a telecom business, in the same measure of a planned telecommunication service quality, measurement can be made on many provincial roads, cities where the telecommunication enterprise provides service.

4. For each type of telecommunication service, in the same planning measure, the measurement of the quality of telecommunication services can be made with many telecom enterprises on the same province, city.

5. In addition to the planning measurement plan at Article 1 This Article, in the case of necessity, the Telecommunications Bureau decided to conduct the measurement of the mutation.

What? 11. Test sequence, handle the measurement results and accountability of the test organization.

1. On the basis of a planned telecommunication service quality control scheme, the Department of Telecom requires that the measurement organization have been designated by the Ministry of Information and Communications which measures the telecommunications service quality of the telecommunications business. In the case of necessity, the Department of Telecom coordinated with the Department of Information and Communications in the measurement work on the department ' s management desk.

2. Before conducting a measure of the telecommunications service quality, the measurement organization must inform the telecom business of the site, time, content to conduct the measure.

3. The telecommunication business is measured in a mission to provide full amounts of data, documentation for the measurement and co-ordination work that performs the measurement work at the requirements of the Telecommunications Department, of the measurement organization.

4. End of the measured measure of accountability: the results of measurement of the Telecommunication Department report, public quarterly results of measurement results on the Telecommunication Bureau's website as specified in Article 21 Chapter VII of this Information.

5. If the measure of the service quality of the telecom business does not conform to the National Technical Regulation or the designation that the business has announced, the Department of Telecom conducts processing under the rule of law.

6. The measurement organizations that perform the measurement of the telecommunication service quality must be held accountable to the law on the measurement results, storing measurements of at least two (02) years from the date of the report of the measurement and process results report, providing the following: The number of measurements for the agency has jurisdiction when required.

What? 12. Measure costs

The cost of sampling, testing, testing and evaluation of the telecommunication service quality standards under the plan for testing of service quality or by decision measurement decision-making was arranged in the Telecommunication Department's operating budget.

Chapter V.

CHECK THE SUBMISSION OF REGULATIONS
ON THE MANAGEMENT OF TELECOM SERVICES

Item 1

THE INSPECTION OF THE STATE GOVERNING BODY

What? 13.

1. The Department of Telecommunications Building and Planning Inspection for telecom enterprises is licensed by the Department of Information and Communications in a month-a-month telecommunications business. On the basis of the inspection plan issued by the Department of Telecommunications, the Department of Information and Communications Building and Board plans to examine the telecom business telecommunications business on the management site in February of every year.

2. The Department of Telecom, the Department of Information and Communications Coordinated closely in the construction of the plan as well as the implementation of the inspection plan to ensure efficiency and avoid overlapping.

What? 14. Check.

1. The inspection content of the Bureau of Telecom:

a) The acceptance of the provision of the telecommunications service quality publication.

b) The acceptance of the telecommunications service quality report.

c) The approval of the regulation of self-examination of the quality of telecom services.

d) The approval of the regulation of self-monitoring of the quality of telecommunication services.

"The approval of the public service information is publicly available."

e) Other telecommunication quality management content according to the Ministry of Information and Media regulation.

2. The inspection content of the Department of Information and Media:

Perform the examination by the state management function of the Department as the specified content at Article 1 This is for the branch or unit of the telecommunications business on the site.

What? 15. Test sequence

1. The state governing body makes decisions for each of the inspections in which it specifies the audit corps; the content, time of inspection and sending the telecommunication business is checked before the test date of at least seven (07) working days.

2. The inspection must be established as a compilation. The audit editor must have the signature of the checkbook chief and the law-based representative of the telecommunication telecommunications business or who is legally represented by the telecommunications business of the telecommunications business. Where the person who represents the law of the telecom enterprise is examined or who is legally represented by the telecommunications business of the telecom business. The members of the jury are still valuable.

3. If there is a breach of a breach of the telecom service quality management regulations, the inspection team reports the decision to review, processing under the rule of law.

4. The inspection agency must carry out the filing of the records, the test results.

What? 16. The telecom business is prepared for inspection

1. The representative under the law of the telecom business is examined or who is represented by the law of the telecom business that is examined authorized by writing to work with the inspection team during the inspection and creation process. You know, the conditions are favorable for the test work.

2. Prepare to complete the content, documentation, metrics and vehicles required for the examination; provide and process the timely data, document at the request of the inspection corps; be responsible for the contents of the figures, the document provided by the document, and the requirements. The test crew.

Item 2

THE SELF-EXAMINATION OF THE BUSINESS

What? 17. Regulation of self-examination

In the sixti-60 (60) days since this Privacy Day is in effect applicable or since the day of the telecommunication business began to provide telecom services, telecom enterprises are licensed by the Ministry of Information and Tru. Right:

1. Regulation of self-examination with the name "Self-Examination of the Quality of Telecommunication Services" for services belonging to the "Mandatory Telecommunications Services Portfolio", the statute must include the following main content:

a) Process, the sequence of steps that implement the compliance of the provisions of this message.

b) Process, the sequence of steps that implement the self-measurement, the actual assessment of the quality of the telecommunication service according to the National Technical Standards announced and the remediation of unsuitable points with the National Technical Standards announced.

2. Send the statute of the Department of Telecom by postal or direct access.

What? 18. Practice of self-examination

1. quarterly, telecom business must perform self-checking, including:

a) Check out the compliance of this message.

b) Measuring, evaluating the actual quality of every telecommunication service under the "Catalogue of Quality Management Telecommunication" which he is offering at least three (03) provincial capital cities, the central city of the Central to each service.

2. The self-checked results must be established as a Text-to-test Result of the Telecommunication Service Quality Census as at Annex VIII of this Smart, and the resulting self-measurement results in the quality of telecommunications services as at Appendix IX, X and XI. This information corresponds to each service.

3. The telecom business must store the self-examining results of the telecommunications service quality and the resulting self-measurement of the telecom service quality standard for each service with the measurement metric, the number of figures that build those results at least. two (02) years from the date those results are established; report, the solution to the state governing body has jurisdiction when required.

Chapter VI

TELECOMMUNICATIONS QUALITY SURVEILLANCE

What? 19. Supervisor for telecom services belonging to the "Quality Management Telecommunication Mandatory Services Portfolio"

1. Based on the policy, management requirements and the development realities of telecommunication services, the Ministry of Information and Transfer of decision-making service in the "Portfolio Management of Quality Management" must be monitored in quality and time of monitoring. Oh,

2. The organizational telecommunications bureau performs oversight, selection and decision-making organization among the measurement organizations that have been designated by the Ministry of Information and Communications to perform the measurement of the quality of service by regulation at this Smart. All right, here's a service provider in the country. In the case of necessity, the Department of Telecommunications coordinated with the Department of Information and Communications that oversees the quality of service on the department's management.

3. The monitoring of the telecom service quality indicators must comply with the specified methodology at the national technical standard corresponding to the service being monitored.

4. The measurement organization of the measure of the telecommunication service quality monitoring must be held accountable to the law on the results of monitoring tests; storing the data, the monitoring measure of at least two (02) years from the date of the report results measurement. monitor and report the state governing body to be competent when required.

5. The cost of overseeing the telecommunications service quality of the Telecommunications Service is set up in the Bureau ' s operating budget.

What? 20. The self-monitoring of the telecom service quality of the telecom business

1. Telecommunication businesses are licensed by the Ministry of Information and Communications business to regularly monitor the quality of service on all services under the "Quality Management Telecommunication Mandatory Telecommunications Service Portfolio" without the use of the service. I'll give it.

2. In the case of the service in which you provide an incident, the telecom business must carry out a sudden report as stipulated at paragraph 3 Article 8 of this Information.

Chapter VII.

PUBLICAN INFORMATION ABOUT THE QUALITY OF TELECOM SERVICES

What? 21. The state governing body publicly information about the management of the telecom services quality.

1. The Department of Public Telecommunications and timely update on the Bureau of Information Administration website:

a) The Telecommunication Service's Measure Plan for the quality of telecom services of telecom enterprises.

b) The Telecommunication Bureau's inspection plan for telecommunications enterprises on the approval of the telecommunications service quality management regulations.

c) The measurement results of the measurement organization are required by the Telecommunication Department to measure the telecommunication quality of the telecommunications business.

d) The Telecommunication Service's test results on the approval of the telecommunications business quality management regulations of telecommunications enterprises.

2. Department of Public Information and Media Department and timely update on the website of the following Information Service:

a) The inspection plan of the Information and Communications Department for telecom enterprises on the site of the acceptance of the regulatory quality management regulations.

b) The test results of the Department of Information and Communications on the acceptance of the telecommunications service quality management regulations of telecom enterprises on the site.

3. Every year, the Telecommunications Service has a responsibility to publicly inform the quality of the telecommunication service on the Ministry of Information and Communications website, the media.

What? 22. The telecom business publicly information about the quality of telecom services

The telecom business is licensed by the Ministry of Information and Communications to build a "Service Quality Management" section on the enterprise's website to publicly inform information about the quality of service management. Enterprise provided. The information content that the business must go public in the minimum "Service Quality Management" section includes:

1. The services that the business is offering.

2. Technical regulations, standard applicable to each service states at 1 Article.

3. The publication of the quality of telecom services that the business is offering.

4. Report the quality of telecom services that the business has sent the Department of Telecom.

5. The self-examination results periodically examine the quality of the telecommunication service and the Measurement Results of the quality of the quality for each service by regulation at Article 18 Chapter V of this Information.

6. Address, phone number received and address the customer complaint.

7. The process of receiving and addressing customer complaints.

8. Customer support information.

Chapter VIII

THE ORGANIZATION.

What? 23.

1. Host, guide the implementation of this message.

2. Host, in collaboration with the Department of Information and Media implementing the quality of telecommunication service quality management at the department's management desk.

3. Research, proposed with the Department of Information and Trivia on matters related to the management of the telecommunications service quality.

What? 24. Information and Communications Department

1. Perform the telecommunication service quality management on its own management table according to the assigned content.

2. Coordinated with the Department of Telecom on the basis of a measurement plan, the inspection plan was published by the Telecommunications Bureau on the Bureau ' s website.

3. Access to the Telecommunications Bureau website to get information on the report, publish the service quality of the telecom business and other information on the service quality management as stated at Clause 1 Article 21 of this Information.

4. Detout and reflect the problems that exist on the quality of the quality on the site; report and proposals with the Ministry of Information and Media, the Department of Telecommunications of Disposal.

What? 25. Telecommunication businesses

1. Set up the lead unit, assigned leadership cadres to organize and implement the implementation of the telecommunication service quality management content that is regulated at this Smart in the entire enterprise and to all branches, units that are directly on the site. The provinces, the central city.

2. Make a strict implementation of the regulations governing the quality of telecom services at this level and other laws of law that are relevant.

3. Make sure and maintain the quality of telecommunication service as announced. When there is an incident or when the detection of the quality of telecommunication service is not consistent with the stated level, it is required to take the remedied measures to ensure the quality of the service.

4. Coordinate with units, telecommunications businesses are involved in maintaining the quality of the communications service.

5. is responsible for the quality of the telecommunication service provided to the user of the service and is responsible for its agents under contract use of the service, the agent contract, and the provisions of the relevant law.

What? 26.

This message has the enforcement effect since 10 May 2013 and repel "the regulation on the management of the postal service quality, telecommunication" issued by Decision No. 1. 33 /2006/QĐ-BBCVT September 6, 2006 by Secretary of the Post Office, Telecommunications.

What? 27.

1. Chief of Staff; Chief of the Department of Telecom; Head of the Agency, Unit of the Ministry; Director of the Department of Information and Communications of the Provinces, Central City of Central City; General Manager, Director of Telecommunication Businesses and organizations, individuals with regard to in charge of this private practice.

2. During this practice process, if there is a need to timely reflect on the Ministry of Information and Communications for consideration, resolve.