Pursuant to Art.60 (1) and (2) of the Law on Electronic Communications no. 241–XVI of 15.11.2007, ANRCETI is required to establish, in accordance with international recommendations, quality parameters for the services that need measuring, as well as the contents, for and manner in which the information on a QoS will be published, so that users have access to full, comparable and easily accessible information. Also, ANRCETI has the right, according the mentioned law, to require that providers of public electronic communications services publish updated information regarding the quality of services they provide.
For the purpose of improving the quality of services and ensure the consumer’s right to be informed thereon, ANRCETI Administrative Board approved Decision Decision no. 278 (doc. in state language) of 17.11.2009 on establishing quality parameters for public electronic communications services, in which defined the quality parameters that are required to be measured by providers, for the following types of services:
1) public fixed line service - annex 1,
2) public Internet access service - annex 2,
3) public electronic communications service provided via IP protocol networks - annex 3,
4) public electronic communications service provided via ISDN - annex 4,
5) public leased line service - annex 5,
6) public mobile telephone service - annex 6,
7) TV service - annex 7.
Under section 6 of the mentioned decision, providers of electronic communications networks and/or services are obliged to publish quarterly information about the quality of service before the 30th of the month following the reporting quarter and annual information – before the 30th of the month following the reporting year. Also, providers are required to present this information to ANRCETI 10 days before the date of publication.
The standard forms for the publication of the information on quality parameters for public electronic communications services are approved by ANRCETI Administrative Board Decision no. 23 (doc. in state language) of August 3, 2010.
Through its regulations, ANRCETI also requires that providers of electronic communications networks and/or services include data on service quality parameters in contracts concluded with users, such as: waiting time for service start expressed in calendar days; time for removal of network derangements expressed in hours; time for solving end-users’ complaints, expressed in calendar days.