Amendment of EETT Decision 621/011/27-9-2011 (QoS Regulation) regarding the Quality Indicators of fixed telephony and broadband services, as well as helpdesk and directory enquiry services

24/5/2021

EETT has issued Decision 991/7B/17-5-2021 regarding the Quality Indicators of fixed telephony,
fixed broadband, helpdesk and directory enquiry services, amending its existing Decision
621/011/27-9-2011 (QoS Regulation).

The new Decision stipulates the Quality Indicators that should be measured and published by
providers of such services, as well as the measurement methodology, the format of published
results, and the means and frequency of publication.

The amendment removes the obligation to measure Quality Indicators which were rendered
unnecessary by current technological developments, such as the unsuccessful call rate and voice
quality in fixed networks, merges fixed telephony and fixed broadband indicators, and introduces a
new indicator for measuring link utilization in networks.

More specifically, the following Quality Indicators will be measured under the new Decision:

X01: Link utilization percentage

Σ01: Supply time for initial connection

Σ02: Fault report rate

Σ03: Fault repair time

E01: Unanswered call percentage in operator services

E02: Response time for operator services

E03: Percentage of resolved subscriber complaints and complaint resolution time

K01: Response time for directory enquiry services

The Quality Indicators will be measured bi-annually and detailed results will also be published
in csv format, so that they can be used for deriving further statistics.

The new Decision will enter into force on 1st January 2022 and is available
here (in Greek). The Decision does not change the Quality Indicators of mobile
communication services, which are measured by EETT in measurements campaigns for all providers.