EETT Decision 621/011/27 September 2011 (OJ 2417/B/01 November 2011) (hereafter referred to as 'EETT Decision') amended and coded the regulatory framework pertinent to Quality Indicators (hereafter referred to as 'QI') of public electronic communications services.
The prescribed QIs are published on the websites of the envisaged providers (hereafter referred to as 'obliged providers'), as well as of EETT, in order to assist end users in:
- Comparing the quality of the services which are offered by different obliged providers of electronic communications services.
- Verifying, to the extent possible, the quality of the services already provided to them.
Every obliged provider, inter alia, must:
- Publish the QIs (along with references to explanatory documents) for the corresponding services for which it has obligations, in an easily accessible and distinct part on its website. The respective webpage(s) on its website shall also be presented in a form that is accessible to persons with eyesight disabilities.
- Disseminate free of charge, and subject to a consumer request which is submitted either in writing or by phone or via the Internet or in person at a point of sales of the obliged provider or by any other means, a printout of the content of the webpage(s) in its website where the obliged provider publishes QIs for its corresponding services. The printout shall also be disseminated, subject to a request, in a form that is accessible to persons with eyesight disabilities.
- Disseminate free of charge to every new subscriber, together with the contractual terms, a printout of the services which are the subject of the contract, the content of the webpage(s) in its website where the obliged provider publishes QIs for its corresponding services. The printout shall also be disseminated, subject to a request, in a form that is accessible to persons with eyesight disabilities.
The aforementioned presentation/dissemination of QIs shall be made in a clear and understandable format and the QIs shall always be up-to-date. The documents depicting the results shall refer to potential discrepancies from the prescribed means of measurement for each QI and shall provide, concisely, the reasons for such discrepancies.
The QIs prescribed in the EETT Decision constitute the minimum set of indicators, which the obliged providers ought to present. The obliged providers may measure and present additional QIs for services they offer subject to the conditions that, on the one hand, the presentation of additional QIs shall be understandable to, and not be misleading for, the end users and abide to the pertinent legislation and, on the other hand, there is a clear distinction of the additional QIs vis-?-vis the QIs which are the subject of EETT's Decision.
The measurement results for every QI defined in the EETT Decision refer to the standard level of quality of the offered electronic communications services and shall not include cases where the subscriber pays a higher/lower premium for a respective higher/lower service quality compared to the standard level of quality of the offered services.
According to the EETT Decision, the provider charging the end user is responsible for the quality of the services offered to the end user as well as for measuring and presenting the respective QI results regarding Fixed Telephony services (F-QIs), Fixed Broadband and VoIP services (B-QIs), End User Help Desk services (H-QIs) and Directory services (K-QI).
Moreover, in mobile communications systems the provider charging the end user is responsible for the quality of the services offered to the end user. EETT is responsible for conducting the QI measurements in such systems (M-QIs), while both EETT and the obliged providers are responsible for presenting the respective QI measurement results.
EETT Decision 621/011/27 and the QI results are presently available only in the greek language. Click here for a link to the greek QI pages.