July 18, 2014 00:00 By Usanee Mongkolporn
The National Broadcasting and Telecommunications Commission board this week approved new draft regulations aimed at improving the quality of telecom voice service.
NBTC secretary-general Takorn Tantasit said the commission would hold a public hearing on the new draft soon.
The draft, which covers fixed lines, public phones, mobile phones, and satellite phone services, adjusts the measurement indices of the existing regulations such as the proportion of successful calls. For example, in the new draft the successful-call rate both within the same network and across different networks has to be 90 per cent.
The NBTC will monitor such calls from 10am-1pm and 4pm-7pm every three months to see what the average rate is.
In the existing regulations, the successful-call rate within the same network is 90 per cent but drops to 85 per cent for calls from one network to another. The NBTC monitors such calls only from 8pm-9pm.
The draft also adds five new measurement indices, such as the number of times base stations fail to function for three consecutive hours per month.
It also indicates that the proportion of monthly billing mistakes should not exceed 0.3 per cent, up from 2 per cent in existing regulations.
The wait customers endure when contacting call centres should not exceed 60 seconds, counted from the start of the interactive voice response. The existing regulations just state that the wait duration should not exceed 60 seconds.