TAIEX Workshop on the quality of communication services, initiated by NCCIR, was conducted in Kyiv

On 30-31 May 2018 a Workshop on the national communication strategy for the provision of information on the quality of communication services was conducted in Kyiv.

The event was organized within the framework of the European Commission's instrument for (external) technical assistance and information exchange (TAIEX), NCCIR being the primary beneficiary and co-organizer.

The aim of the Workshop was to strengthen the regulatory capacity of NCCIR through the acquisition of experience in establishing a national communication strategy for providing information on the quality of communication services.

Specialists of the Administration of the State Service of Special Communication and Information Protection of Ukraine, the State Enterprise “Ukrainian State Center of Radio Frequencies”, representatives of “TELAS” and “Telecommunication Chamber of Ukraine” Telecom Associations, as well as experts of the largest telecom operators of Ukraine also participated in the Workshop.

The representatives of specialized authorities and organizations of the EU Member-States, namely: the Italian Communications Authority (AGCOM), the Communications Regulatory Authority of the Republic of Lithuania (RRT), the Public Utilities Commission of the Republic of Latvia (SPRK) and the French Institute for Consumers (INC) acted in the capacity of chief experts on the relevant matters.

According to the agenda, among other issues, the following topics were discussed: legal and organizational settling of the quality regulation in telecommunications; EU Member states’ experience regarding the establishment of the quality of service (QoS) control procedures; QoS  as a tool for evaluating telecom service providers; QoS technical parameters’ measurement methodology; user servicing quality indicators and the conduction of relevant testing; drafting of easily comprehensible Internet access QoS indicators; establishment of consumer control mechanism relative to operators compliance with speed threshold levels for Internet access services; consumer complaints (regarding organizational and technical aspects of services provision) processing experience; compliance with the access to information services’ QoS indicators by telecom operators.

The experts provided advice, in particular, on the implementation of the rules established by Regulation (EU) 2015/2120, Directive 2002/22/EU, the ETSI EG 202 057 standard as well as the EU best practices in terms of ensuring transparency, non-discrimination, equity and equality of access to objective QoS information concerning communication services provided by service providers.

European experts confirmed that the creation of a competitive environment and the realization of consumer rights including the free choice of service providers by improving consumer awareness of quality indicators and the ability to compare suppliers according to the “price/quality” criteria to be an effective tool for ensuring the high quality of services.

Currently, in order to guarantee the rights of consumers, it is necessary to continuously monitor the quality of the voice telephony and Internet access service. The results of such QoS monitoring should be posted on the national regulator’s website.

According to foreign experts, the use of geographic information systems (mapping) for the visual representation of real-time measurement results on the website of the national regulator is important for ensuring the quality of the telecommunication services provided and the free choice of relevant supplier.

Also, during the Workshop, the participants considered the practical aspects of Net Neutrality implementation, including familiarizing themselves with the main provisions of the BEREC Guidelines on the Implementation by National Regulators of European Net Neutrality Rules  (BoR (16) 94) and the experience of EU Member States on the issues raised.

The participation of the NCCIR representatives in TAIEX events contributes to attracting the best EU experience providing for further approximation of Ukraine’s legislation to the EU norms and standards.