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Official Gazette

Monday, August 21, 2017

Telecommunications services quality to be improved

Updated: 10:44’ - 01/07/2014

Over the recent years, the telecommunications market has been strongly and quickly developed with the active involvement of numerous enterprises, contributing to building a more competitive market and providing more diverse services to users with reasonable charges.

However, the development of data transmission based on broadband mobile (3G) services has seen a number of system operation limitations leading to inferior-quality services, such as unconnected call, unstable call voice, unexpected disconnection and limited bandwidth for data transfer services.

In order to intensify the management and improve the quality of telecommunications services in general, and the broadband Internet access services in particular, the Minister of Information and Communications on April 7 issued Directive No. 16/CT-BTTTT, requesting telecoms enterprises to step up their internal management of service quality under the Regulation issued together with Circular No. 08/2013/TT-BTTTT of March 26, 2013. 

Accordingly, they will need to invest more in network infrastructure facilities to raise the servicing capacity; and optimize the network to improve their telecommunications services up to the committed and announced standards.

The network service providers are requested to ensure that service access speed is worth service package charge rates, and to draw up plans and prepare data and means for publicizing service areas as requested by the Ministry of Information and Communications.

They need to intensify self-survey, self-examination and self-supervision of their service quality, thereby promptly detecting and remedying service quality-related problems.

The Ministry of Information and Telecommunications compels enterprises to publicize on their websites their quality standards to be applicable to services currently provided to their customers, including commitments to quality services as stated in service provision contracts with customers and enhance customer services and service quality complaint settlement.

The Telecommunications Administration is requested to improve legal documents on management of telecommunications service quality and organize inspection of the observance of regulations on telecommunications service quality by service providers.-


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