Survey on Measuring Quality of Internet Services Dear colleagues, This survey is designed to enhance the regulations and applications for quality of internet services in Turkey. The fast pace of technological advances creates a need to update the by-law and communiqué that define the obligations of internet service providers in terms of quality of services in Turkey. Information and Communications Technologies Authority of Turkey (BTK) is eager to benefit from your information and experiences that would promote to provide the Turkish society with more reliable, faster and high-quality internet services. Thus, we ask for your help and will be pleased for your answers to the following questions in this survey until January 15 th. Thanks a lot for your considerations and invaluable help! Taking this opportunity we wish you a happy new year. Contact Point : Muzaffer MISIRCI Junior ICT Expert Information and Communications Technologies Authority of Turkey Phone: +903122947688 GSM : +905335008122 Email: muzaffer.misirci @ btk.gov.tr General Information Your Country: (Please provide the name of your country) Estonia Name of P olicy M aker : (Please provide the name of the policy maker of your country) Parliament of the Republic of Estonia, the Riigikogu . Name of National Regulatory Authority (NRA): (Please provide the name of the policy maker of your country) Estonian Technical Regulatory Authority (ETRA) Contact Information for the Survey (Please provide the name, phone number and email address for this survey . ) Diana Fenenko
[email protected] Questions In your country , is internet service/access provided as universal service? If yes, please give some brief information about connection type ( fiber / xDSL /cable), speed and any other information about the application . Note that u niversal service is an economic, legal and business term used mostly in regulated industries, referring to the practice of providing a baseline level of services to every resident of a country. no Are there regulations for quality of internet services including universal internet services? If no, please explain the reasons promoting not to regulate. If yes, please provide who regulates . ( Please refer it if there is a deregulation of quality of internet services.) no In your country, who is responsible for monitor ing the quality of internet services including universal internet services? And w ho monitors the quality of internet services including universal internet services? ( Both can be NRA. Or NRA can be responsible for broadband internet services and Ministry can be responsible for universal internet services (dial-up). Note that responsib ility does not necessarily mean that responsible party should make the necessary investment and monitor/measure the quality.) Our authority (ETRA) is responsible for monitoring the quality of internet services. Universal service obligation is not assigned because adequate services are attended in the market. In your country, how are parameters defined for measuring the quality of internet services including universal internet services. (Please provide some details about the creation of parameters. As example, Ministry can define the parameters by consulting public opinion etc.) QoS is regulated by the contract between end-user and service provider . The legislation does not set minimum/average etc levels. Please list the measurements or parameters taken for measuring the quality of internet services including universal internet services . (For each item, please provide the relevant standard or recommendation describing how it is measured, if any exists. If there is document describing the measurement procedur e exists, please provide a link . Measurements can be internet access supply time, bill correctness complaints, download/upload speed, delay, jitter, packet loss, VoIP etc. As an example internet access supply and download speed taken from ETSI 202 057 ) Only speed. For each parameter, please provide the kinds of statistics derived and targets if exist. (For instance, mean and standard deviation are calculated for download/upload speed tests. Or the times by which the fastest 50 %, 95 % and 99 % of internet access supply are completed. A target can be that the average time of internet access supply times should be less than 4 days.) In Estonia service provider must just publish the upload/download speed. And regarding fixed broadband, there are no QoS consumer complaints. So we are not specially focusing on those services. Also the supply time is not an issue. If there is sampling for some parameters, then please give information about the selection of locations for measurements, the determination of sample sizes and duration of measurements. (For instance, download speed tests can be done by sampling. Also please give some details about the selection of locations if there is sampling.) (For the duration, download/upload speed tests are performed for only rush hours. Or download/upload speed tests are performed for every 20 minutes starting from January to June. Or all tests can be performed for the last quarter of a year etc.) We do not do such complicated measurements in fixed networks. There is no need for that. QoS is high and service providers keep their promises. For mobile broadband, we are doing drive tests (call success ratio and mobile internet speed). Measurements are done just to inform public what is the actual speed. Are statistics obtained from measuring the quality of service parameters made public? If yes, then please provide the list of parameters with their statistics and the form used to elaborate the statistical inferences. ( For instance, the statistical results can be announced by NRA within its official website. Average download speeds for each service provider are given in a bar chart such that each provider is represented by a separate bar. Separate statistical results published for each measurement location or aggregate statistics for more than one location etc.) Yes we do publish if there is public interest for it. Some examples: http://www.tja.ee/sideteenuse-kvaliteet/ For quality of service parameters, who is in charge of setting targets for parameters? If some targets are set for some parameters, then in case of not meeting the targets or incompliance with the targets, what kind of penalties do you have to warn the service providers? (Please provide some details about setting targets and penalties.) Penalties can be done if service provider does not follow agreement with end user. Consumer protection Act. If NRA, Ministry or other governmental establishment don’t measure the quality of internet services and measurements are performed by service providers, subscribers or independent entity, then how does NRA make sure the accuracy of the measurements, statistical results, test setup and the other items. (Please provide the procedure to audit the entity performing measurements and statistical inferences.)