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< Back to overview page: "BEREC Consultation Platform"

Draft BEREC Guidelines detailing Quality of Service Parameters

BEREC Public Consultation on draft BEREC Guidelines Detailing Quality of Service Parameters

Starting: 08 Oct Ending

17 days left (ends 05 Dec)

Go to discussion and give your opinion.


During its 40th plenary meeting (3-4 October 2019, Crete) the Board of Regulators approved the draft BEREC Guidelines Detailing Quality of Service Parameters for public consultation.

In accordance with Article 104 of the European Electronic Communications Code  NRAs shall take utmost account of these Guidelines when specifying quality of service parameters to be measured, the applicable measurement methods and the content, form and manner of the information to be published.  By 21 June 2020 BEREC shall adopt the above mentioned Guidelines.

The public consultation is open from Thursday, 10 October 2019 , 14:00 to Thursday, 5 December 2019, 17:00 CET.

Please go to the Discussion and give your opinion.

The consultation document is available for download - please see below.



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Status: Open
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<< Previous paragraphs


Fault rate per access lines: number of valid fault reports per access line per year (ETSI EG 202 057-1 V1.3.1).


Fault repair time for fixed access lines: the duration from the instant a fault has been notified by the customer to the published point of contact of the service provider to the instant when the service element or service has been restored to normal working order. It is measured by: a) the time by which the fastest 80% and 95% of valid faults on access lines are repaired (expressed in clock hours); b) the percentage of faults cleared any time stated as an objective by the service provider; c) the provision of information on the hours during which faults may be reported (ETSI EG 202 057-2 V1.3.1).


Call set up time: the period starting when the address information required for setting up a call is received by the network and finishing when the called party busy tone or ringing tone or answer signal is received by the calling. It is measured by: a) the mean value in seconds for national calls; b) the time in seconds within which the fastest 95% of national calls are set-up; c) the mean value in seconds for international calls; d) the time in seconds within which the fastest 95% of international calls are set-up; e) the number of observations performed for national and international calls (ETSI EG 202 057-2 V1.3.1 and ETSI EG 202 057-2).


Bill correctness complaints: the proportion of bills resulting in a customer complaint about the correctness of a given bill (ETSI EG 202 057-1 V1.3.1).


Speech connection quality: the end-user perceived speech quality. It depends on: a) quality category according to ITU-T Recommendation G.109 [i.14]; b) characteristics of terminals; c) reference connections (ETSI EG 202 057-2).


Call drop rate: the probability of a call terminating without the user’s action (ITU-T E.807).


Unsuccessful call ratio: the ratio of unsuccessful calls to the total number of call attempts in a specified time period. It is measured by: a) the percentage of unsuccessful calls for national calls; b) the percentage of unsuccessful calls for international calls; c) the number of observations used for national and international calls together with absolute accuracy (ETSI EG 202 057-2 V1.3.1).


Call setup failure probability: the ratio of total call setup attempts that result in call setup failure to the total call setup attempts in a population of interest (ETSI TS 102 024-9 V4.1.1).


Call signalling delays: it involves three different scenarios: call setup, call answer and call release. The call set up signalling delay is the time between the calling terminal providing sufficient address information to set up the call, and the calling party receiving a confirmation from the called terminal that the called party is being alerted (ETSI TS 102 024-9 V4.1.1).


Delay: the time between the first bit entering the network and the first bit arriving at the user across the network. It includes three factors: transmission delay (caused by the data rate of the link), propagation delay (the amount of time spent for the traffic to travel from the sender to the receiver) and node processing delay (the time spent for in-node processing, such as output link selection, bit errors check and queuing delay) (ITU-T Y.2617).


NRAs Questionnaire


NRAs were asked to respond to a questionnaire that contained nine questions. The purpose of the questionnaire was to assess the current level of harmonisation of the quality of service standards/guidelines available in MS for IAS and publicly available ICS under the relevant provisions of article 22 of the Universal Service Directive. This section contains the aggregated results for each question and analysis of the reported parameters and processes which are currently available in each of the MS.


More specifically the questions covered the following key areas in relation to Quality of Service (QoS):


  • The QoS parameters in place
  • Guidelines/measures detailing the relevant QoS parameters
  • QoS parameters applicable for end-users with disabilities
  • Applicable measurement methods for these QoS parameters
  • Content, form and manner of the QoS information to be published
  • Quality certification mechanisms
  • Customer satisfaction surveys
  • Measurement of call waiting times for customer support
  • Compliance cases with respect to QoS add survey


27 responses were received from NRAs.


Quality of Service measures in place


NRAs were asked to indicate what QoS measures are in place in their country. A wide range of QoS measures are listed in the responses for ICS and IAS.

However, for fixed ICS, network performance measures stand out as the key measures in place, i.e., supply time for connection, fault rate per access line and fault repair times. Indeed some of the responses detail the full range of measures listed in Annex III of Directive 2002/22/EC to include measures relating to directory inquiry services, bill correctness, working order of public payphones and call set up time. Other measures include access to Text Relay Services, provision of information to consumers regarding the indicators measured, publication of performance in relation to measures, requirement to incorporate QoS parameters in users’ contracts, frequency of clients’ complaints, resolution time for complaints, complaints on pre-paid lines and measures taken by providers to ensure equal access for end-users with a physical disability.


A number of QoS measures are also in place for mobile networks to include quality of voice and data services such as network coverage, drop call rate, rate of successful SMS/MMS transfer, bit rate error, frame rate error based on ITU technical standards, throughput, packet loss, delay and jitter.


In one specific case a QoS audit is performed on the mobile services to assess the QoS that mobile operators provide to users for benchmarking purposes so that users experience is reflected in various scenarios (in the city, rural areas, different forms of transport, etc) and to also include the services most used (calling, texting, web browsing, video streaming, file downloads, etc). The NRA in question also requires the MNO to publish daily a list of antenna that are out of order/malfunctioning.