MONITIORING OF SERVICE QUALITY: During the surveys, PTA measures following QoS standards in order to determine the performance of the cellular mobile operators:
VOICE
(i) Network Down time (ii) Grade of service (Blocking) (iii) Call completion ratio (iv) Call connection time (v) Call Quality
SHORT MESSAGING SERVICE (SMS)
(i) Service Accessibility (ii) End to End Delivery Time
The QoS survey is generally conducted across Pakistan to measure the quality of services offered to consumers. This measurement procedure is in line with the best international practices followed by regulators world-wide. Unfortunately, the survey conducted by PTA in 2009 shows that the mobile operators have not been able to meet the required QoS standards.
The, results of the 2009 survey conducted across Pakistan is as follows:
-- ACROSS PAKISTAN QOS SURVEY RESULTS (2009)
VOICE
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Network Grade of Call Call Call
Down Service Completion Connection Quality
Time <1% <2% Ratio >98% Time (MOS) >3
<5 Sec
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CMPak (Zong) 0 2.08 97.35 7.89 2.14
Mobilink 0 3.43 97.06 8.09 2.18
Telenor 0 2.73 97.21 8.37 2.17
Ufone 0 1.49 96.22 8.39 1.94
Warid 0.28 1.18 97.4 7.76 2.21
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SMS
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Service End to End
Accessibility Delivery
>99% Time <5 Sec
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CMPak (Zong) 93.41 11.58
Mobilink 93.20 11.41
Telenor 96.66 9.85
Ufone 100 11.28
Warid 89.03 10.26
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As a consequence of 2009 QoS survey mobile phone companies were show caused for not providing services as per the approved parameters in December, 2009 and PTA determination in May, 2010 to M/S CMPak, Mobilink, Warid & Ufone granting them 29 days for improvement in services before issuance of final determination. However, M/S Ufone & Warid challenged PTA's enforcement order in the court and consequently the court has granted stay. PTA is diligently pursuing the same and has filed early hearing applications for disposal.
Telenor also went to the court on PTA's Show cause notice and consequently, the court granted stay on the matter. PTA realizing the importance of the issue from the consumer perspective pursued in the courts for early disposal and resultantly, the court on 15th Dec, 2010 directed PTA to provide necessary information to Telenor and decide the issue under the applicable laws. Accordingly, PTA as per its determination dated 10th Jan, 2011 directed 29 days for improvement in services before issuance of final determination. However, Telenor again approached the Court, on the determination and court granted stay with no adverse action. Again, PTA is pursuing the case with courts for early disposal.
Since monitoring of the service quality is a continuous process therefore, PTA realizing its obligations in the interest of consumers has started the 2011 QoS survey across Pakistan. So far, recently a comprehensive survey has been completed in Rawalpindi and Islamabad. However, the survey results show that service quality of all mobile operators is again not at par with the required standards. The results of the QoS survey - 2011 in Rawalpindi & Islamabad are as follows:
QOS SURVEY RESULTS OF RAWALPINDI & ISLAMABAD (APRIL - JULY, 2011)
VOICE
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Network Grade of Call Call Call
Down Service Completion Connection Quality
Time <1% <2% Ratio >98% Time <5 Sec (MOS) >3
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CMPak (Zong) 0.10 2.18 91.65 6.70 2.97
Mobilink 2.36 3.24 92.65 6.20 2.75
Telenor 0.00 2.82 88.50 7.18 2.63
Ufone 0.20 1.36 91.14 7.42 2.67
Warid 1.15 13.71 91.55 6.38 2.82
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SMS
=======================================
Service End to End
Accessibility Delivery
>99% Time <8 Sec
=======================================
CMPak (Zong) 98.7 10
Mobilink 98.7 10.8
Telenor 98.3 8.4
Ufone 94.8 9.4
Warid 82.5 7.8
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In order to bring the QoS survey to logical conclusion, PTA shared the above survey results to the Mobile operators with the direction to improve the service quality within 30 days before a re-survey is carried out. As a consequence PTA conducted a re-survey in Rawalpindi & Islamabad to verify the PTA directions, but unfortunately the survey results again were not as per the required benchmarks and legal proceedings will be initiated soon against all Mobile operators. The latest survey results are as follows:
CUSTOMER PERCEPTION SURVEY RESULT
In September / October 2011, PTA launched a "SMS based Consumer perception survey system 8899" aiming to seek consumers perception about performance of their respective cellular mobile operators. For this survey, PTA made special arrangements to make it free of cost service to encourage maximum participation from the general public. The survey is first of its kind carried out by a regulator around the globe. The survey was conducted by outreaching telecommunication consumers to maximise the geographical coverage. A transparent and fast 'SMS-based' mechanism was followed where users were asked to participate in the survey by sending response through SMS ranging from 1 (lowest) to 10 (highest) as per their perception. On the basis of the feedback received, PTA has compiled the final results of the survey which are shown below:
INTERNATIONAL ROAMING
In consultation with a special working group PTA has established essential parameters for International Roaming (IR) billing format. Based on these parameters, a survey was carried out in May - June 2011, the result of which is shown below.
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Parameter Mobilink Telenor Ufone Warid Zong
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Date Yes Yes Yes Yes Yes
Time (sec) Yes Yes Yes Yes Yes
Number (destination) Yes Yes Yes No Yes
Call duration (hh:mm:sec) Yes Yes No Yes Yes
Location (Operator, Country) Yes Yes No No No
IR Traffic i/c, o/g Yes Yes Yes Yes Yes
Summary Page
(Account history, service details) Yes Yes Yes Yes Yes
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