Dec 23, 2002

QUALITY OF SERVICE (QOS) STANDARDS FOR PUBLIC RADIO PAGING SERVICES (PRPS) FOR THE JUL - SEP 2002 QUARTER

1. Service Coverage (Street Level)




2. Radio Paging Success Rate




3. Service Activation Time




4. No. of Complaints Received Per 1000 Subscribers On Coverage



* Figures adjusted to exclude non-coverage related feedback previously included by the operator.


Notes:

The above information is based on self-reporting results submitted by the service providers to IDA on a quarterly basis. Statistical reporting provided by the different service providers may differ.

1. The on-street level service coverage shall be > 95% for each defined test route. Test routes will include all major and small roads and expressways but excludes all car parks.
   
   
2. The radio paging success rate is the proportion of the total number of successful paging calls sent to the total number of paging calls made. The radio paging success rate must be better than 97%.
   
   
3. Service activation time refers to the time taken between the receipt of the customer application from the dealer and the activation of the service. All pagers must be pre-activated at the point of sales to customers.
   
   
4. Number of complaints per 1000 subscribers refers to the total number of complaints received from the subscribers to the paging operator on poor coverage per 1000 subscribers in a month. Complaint is defined as any expression of dissatisfaction with the service provider's service, product, advertisement or policy via oral or written communication that requires some action by the service provider beyond the initial contact.
   
   
5. Figures are rounded up to 2 decimal places. Readings under "No. of Complaints Per 1000 Subscribers" will be rounded up to 3 decimal places.