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MEMORANDUM CIRCULAR: _____________________

SUBJECT: QUALITY OF SERVICE STANDARDS FOR INTERNET


CONNECTIVITY SERVICES
WHEREAS, the 1987 Constitution fully recognize the vital role of communications
in the nation building and provides for the emergence of communications
structures suitable to the needs and aspirations of the nation;
WHEREAS, the promotion of competition in the telecommunications market is a
key objective of Republic Act No. 7925 (RA 7925, for brevity), otherwise known as
the as The Republic Telecommunications Policy Act of the Philippines, which
mandates that a healthy competitive environment shall be fostered, one which
telecommunications carriers are free to make business decisions and interact
with one another in providing telecommunications services, with the end in view
of encouraging their financial viability while maintaining affordable rates;
WHEREAS, RA 7925 further defines the role of the government to promote a
fair, efficient and responsive market to stimulate growth and development of the
telecommunications facilities and services;
WHEREAS, RA 7925 mandates the National Telecommunications Commission (the
Commission, for brevity) to promote and protect the consumers of the public
telecommunications services;
WHEREAS, the public has the right to be informed of the quality of service of the
internet connection and broadband services being offered by service providers;
WHEREAS, service providers equally have the right to be protected from spurious
complaints made by unscrupulous persons, or by unscrupulous competitors;
WHEREAS, the Commission, as a quasi-judicial agency, has the mandate and the
power to adjudicate and resolve disputes between consumers and service
providers, or between service providers;
NOW, THEREFORE, pursuant to RA7925, Executive Order (EO) No. 546 series of
1979, and in order to maintain and foster fair competition in the
telecommunications industry, and promote and protect the rights of the public,
the National Telecommunications Commission hereby promulgates the following
definitions and rules:
A. DEFINITIONS
1. Service offering: internet connectivity services offered to the public
by authorized service providers for a fee.
A full list of service offerings classifications is provided in Annex A.
2. Subscriber quality of service metrics: metrics used by service
providers, subscribers, and the Commission used for purposes of
determining service provider compliance with contractual obligations
and for resolution of customer complaints.
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A full list of subscriber quality of service metrics and their definitions is


provided in Annex B.
3. Performance metrics: metrics used by service providers and the
Commission used for purposes of monitoring service provider
performance and for the interest of the general public.
A full list of subscriber metrics and their definitions is provided in
Annex C.
4. Subscription information: information that will empower potential
subscribers, customers, and users towards making more informed
choice with regard to service offerings.
A full list of subscription information is provided in Annex D.
5. The Commission shall adopt the official technical definitions of
technologies such as but not limited to GSM, HSPA, WiMax, LTE, and so
forth, as provided for by the ITU and other international bodies and
consortia.
B. RULES ON SERVICE OFFERINGS AND OFFER INFORMATION
1. The public shall be properly informed of the details of the service
offering being offered by service providers.
Incorrect or insufficient information as prescribed by this Circular may
be the subject of a complaint and may be subject to the application of
Rule G.1 against the erring service provider.
2. Service providers shall be required to specify the following quality of
service and subscription information for each and all of their service
offerings, except for their best efforts service offerings, in their
flyers, brochures, infomercials, contracts, service agreements, and
service level agreements:
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.

Service rates, in PhP


Minimum downstream data rate (DDRM)
Minimum upstream data rate (UDRM)
Minimum data rate reliability (DRRM)
Minimum service reliability (SRM)
Minimum overall reliability (ORM)
Data Cap*
Subscriber Outage Period (SOP)*
Subscriber Throttling Period (STP)*
Rebate rate or Automated Rebate rate**
IN SELECTED AREAS ONLY***

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* if applicable
** as applicable; see Annex D
*** if applicable; see Annex D
3. Service providers shall be required to specify the following quality of
service and subscription information for each and all of their best
efforts service offerings in their flyers, brochures, infomercials,
contracts, service agreements, and service level agreements:
a.
b.
c.
d.
e.
f.

Service rates, in PhP


Minimum downstream data rate (DDRM)
Minimum upstream data rate (UDRM)
Rebate rate or Automated Rebate rate*
IN SELECTED AREAS ONLY**
The text THIS IS A BEST EFFORTS SERVICE. NO OTHER
APPROVED QUALITY OF SERVICE CLAIMS.

* as applicable; see Annex D


** if applicable; see Annex D
4. Service providers shall, for purposes of attracting more subscribers, be
allowed to specify additional quality of service and subscription
information, in their flyers, brochures, infomercials, contracts, service
agreements, and service level agreements, such as but not limited to:
a.
b.
c.
d.
e.

up-to downstream data rate (DDRU)


up-to upstream data rate (UDRU)
best data rate reliability (DRRB)
best service reliability (SRB)
best overall reliability (ORB)

However, a claim proven to be false may be the subject of a complaint


and may be subject to the application of Rule G.1 against the erring
service provider.
5. Service providers shall be allowed to identify explicitly competing
service providers and competing service offers in comparisons of
service offers made through advertisements in print and broadcast
media, provided that the information provided regarding the
competing service offers are identical with those available from the
competing service providers.
However, a claim proven to be false may be the subject of a complaint
and may be subject to the application of Rule G.1 against the erring
service provider.
6. Service offers made through advertisements in print and broadcast
media shall contain the minimum offer information using any or all of
the methods in Annex E.

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7. Nothing in this Circular may be construed to be a bar against service


providers using creative means or language in the creation of
advertisements in print and broadcast media, flyers, brochures, and
other means used to attract subscribers. Any reasonable exaggeration
as provided for by law shall not be construed under this Circular as to
be a false claim, provided that the exaggerated statement does not
involve, is not affected by, nor is it about any of the quality of service
or performance standards provided for in this Circular.
C. RULES ON QUALITY OF SERVICE STANDARDS FOR INTERNET
CONNECTIVITY SERVICES
1. Quality of service standards for dial-up, wireless internet, mobile
internet, mobile broadband, wireline internet, fixed wireless
broadband, wireline broadband, high-speed broadband services:
a. A service offering shall be clearly and correctly identified with
the corresponding definition in Annex A, in advertisements in
print and broadcast media, flyers, brochures, infomercials,
contracts, service agreements, and service level agreements,
and all other means of information dissemination used by the
service provider.
b. The minimum data rates of a service offering shall not be less
than the corresponding minimum data rates as defined in Annex
A, and shall be clearly identified as such in advertisements in
print and broadcast media, flyers, brochures, infomercials,
contracts, service agreements, and service level agreements,
and all other means of information dissemination used by the
service provider.
c. Overall reliability shall not be less than 80%.
d. Data rate reliability shall not be less than 80%.
e. Service reliability shall not be less than 80%.
2. Quality of service standards for best efforts services:
a. A best efforts service offering shall be clearly identified as
such in advertisements in print and broadcast media, flyers,
brochures, infomercials, contracts, service agreements, and
service level agreements, and all other means of information
dissemination used by the service provider.
b. A service provider shall set the minimum data rates of a best
efforts service offering at its own discretion. The set minimum
data rates shall be clearly identified as such in advertisements
in print and broadcast media, flyers, brochures, infomercials,
contracts, service agreements, and service level agreements,
and all other means of information dissemination used by the
service provider.
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c. A service provider may set the service reliability of a best


efforts service offering at its own discretion, provided that the
set service reliability shall not be less than 50%.
d. A service provider may set minimum and maximum standards
for data rate reliability of a best efforts service at its own
discretion, provided that a service provider shall not cease
compliance with his published data rate reliability standards
without first securing the explicit permission of the Commission,
after adequate public information dissemination.
e. A service provider may set minimum and maximum standards
for overall reliability best efforts service at its own discretion,
provided that:
i. The service provider shall not cease compliance with the
50% service reliability standard; and,
ii. The service provider shall not cease compliance with his
published data rate and overall reliability standards
without first securing the explicit permission of the
Commission,
after
adequate
public
information
dissemination.
f.

Best efforts services are not exempt from rules on refund and
rebate as provided for in this Memorandum Circular.

3. Quality of service standards for Fair Use Policies, data caps, Subscriber
Outage Periods, and Subscriber Throttling Periods:
a. A service provider may publish a Fair Use Policy (FUP) for a
service offering at its own discretion, provided that:
i. The service provider must enumerate all circumstances
and the requisite proof of the circumstances that will lead
to the enforcement of Fair Use Policy;
ii. The publication and widespread public information
dissemination of the Fair Use Policy shall be mandatory if
the service offering shall include the implementation of a
data cap, a Subscriber Outage Period (SOP), a Subscriber
Throttling Period (STP), and/or any non-automated means
of refund and rebate; and,
iii. The service provider shall not reserve to himself the right
to change the terms and conditions of the FUP. The
service provider shall not change the terms and
conditions of the FUP without first securing the explicit
permission of the Commission, after adequate public
information dissemination.

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b. A service provider may choose to implement a data cap, a


Subscriber Outage Period (SOP), and/or a Subscriber Throttling
Period (STP) for any service offering except for a best efforts
service offering.
The implementation of a data cap, an SOP, and/or an SSP shall
be clearly identified in advertisements in print and broadcast
media, flyers, brochures, infomercials, contracts, service
agreements, and service level agreements, and all other means
of information dissemination used by the service provider for the
said service offering.
c. A data cap shall be not be less than 50% of the total maximum
data volume provided by the up-to upstream data rate (UDR U)
of the service offering for the period covered by the data cap.
d. No Subscriber Outage Period (SOP) applied as a result of a data
cap shall subsist for longer than twenty-four (24) hours.
e. No Subscriber Throttling Period (SSP) applied as a result of a
data cap shall subsist for longer than seventy-two (72) hours.
D. RULES ON REFUND OR REBATE
1. A service provider is required to provide refunds or rebates in the
event of interruptions of service delivery, which may include but is not
limited to planned outages and planned preventive maintenance
activities, and in the event of substandard service delivery.
Upon the occurrence of periods where the service is interrupted or
substandard, said periods shall not be subject to billing by the service
provider. Should these periods not be contiguous, or should these
periods be intermittent, they shall be aggregated for purpose of refund
or rebate.
The value of the refund or rebate shall be calculated according to the
corresponding definitions in Annex D.
2. A service provider shall implement automated means of refund or
rebate in the event of substandard service delivery, without need for
demand on the part of the subscriber, credited to the subscribers
account at the earliest possible time after service has been restored.
However, a service provider may opt to implement over-the-counter or
cash refund or rebates, or credit the refund or rebate in the next billing
period, for post-paid subscribers.
E. RULES ON SUBSCRIBER QUALITY OF SERVICE MEASUREMENT AND
DISPUTE RESOLUTION

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1. The Commission shall determine the official tool to be used to perform


subscriber quality of service measurements.
2. Subscribers may, at their own discretion, secure a copy of the
subscriber quality of service measurement tool from official channels
approved by the Commission, which may include but shall not be
limited to:
a. The official website of the Commission
b. Official websites of service providers
c. Physical collaterals provided by the Commission and/ or service
providers for the public and subscribers
d. Google Play Store
e. Apple App Store
f. Google Drive cloud storage
The official version of the official subscriber quality of service
measurement tool shall be the master copy in the possession of the
Commission. Any disputes with regard to conflicting measurement
results shall be resolved in favor of the results obtained using the
master copy of the tool.
3. Subscribers and service providers may, at their own discretion, use the
official tool to measure and monitor the quality of their subscription,
whether continuously for purposes of personal interest, or on an ad
hoc basis upon suspicion of substandard service.
4. The Commission shall use the official tool to conduct periodic
measurements for purposes of quality of service measurement and
monitoring, for purposes of fact-finding and data gathering towards
policy creation, modification, implementation, and enforcement.
5. No service provider shall be held accountable to a subscriber for
substandard service quality if the service provider shall be able to
prove:
a. That automated means of refund and rebate had been already
applied before the subscriber made a complaint to the
Commission;
b. That the substandard service quality was caused by the acts or
omissions of the subscriber; or,
c. Force majeure.
6. No service provider shall be held solely accountable to as subscriber
for substandard service quality if the service provider shall be able to
prove that acts or omissions of another service provider contributed to
the substandard service quality of the service provider.
7. The resolution of disputes between subscribers and service providers
shall follow the process specified in Annex F.

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F. RULES ON PERFORMANCE MEASUREMENT AND DISPUTE


RESOLUTION
1. The Commission shall determine the official tool to be used to perform
performance measurements.
2. The Commission shall use the official tool to conduct periodic
measurements for purposes of performance measurement and
monitoring, for purposes of fact-finding and data gathering towards
policy creation, modification, implementation, and enforcement, and
for resolution of disputes arising between service providers.
The Commission shall ensure that performance measurement
procedures performed on a service provider shall include
measurements of performance and quality of service of internet
connectivity:
a. Within the network of the service provider (Point A results);
b. Through the network of each competing service provider (Point
B results); and
c. Through international servers.
The Commission shall provide recommendations to service providers
on any substandard performance detected as a result of the
performance testing.
The Commission shall publish periodically
performance measurement and monitoring.

the

results

of

the

3. A service provider may, at its own discretion, use the official tool for its
own purposes of performance measurement and monitoring, and may
use the results published by the Commission for purposes of
addressing substandard services provided by another service provider.
A subscriber may, at his own discretion, use the official tool for its own
purposes of performance measurement and monitoring, for purposes
of personal interest.
4. A service provider may be held accountable for the substandard
service quality of another service provider, provided that:
a. It shall be proven that substandard service quality of and/ or
subscriber complaints about another service provider was the
result of and/ or had been contributed by the acts or omissions
of the service provider; and,
b. It shall be proven that the service provider did not provide any
remediation actions and reliefs, after sufficient notice from the
Commission and/or the other service provider.
5. The resolution of disputes between service providers shall follow the
process specified in Annex G.
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G. RULES FOR NONCOMPLIANCE


1. Upon failure on the part of a service provider to comply with this
Circular, the Commission shall file the appropriate administrative cases
against the erring service provider, without prejudice to requiring the
erring service provider to pay penalties and fines deemed equitable by
the Commission, and without prejudice to requiring the erring service
provider to provide rebates or refunds to affected subscribers, or to
affected other service providers.
2. A favorable judgment by the Commission on a complaint by a
subscriber against a service provider, or by another service provider
against a service provider, shall not bar the subscriber or the other
service provider from seeking other equitable reliefs and remedies
provided by law from the service provider.
H. RULES FOR INFORMATION DISSEMINATION
1. Service providers may opt to include parts of this Circular or in its
entirety as part of their information dissemination, subscriber
education, and advertising campaigns.
I. OTHER RULES
1. Service providers offering committed information rate (CIR) shall
comply with Commission MC No. 12-19-2004.
2. Any circular, order, memoranda or parts thereof inconsistent herewith
are deemed repealed or amended accordingly.
3. This Circular shall take effect fifteen (15) days after publication in a
newspaper of general circulation and three (3) certified true copies are
furnished the UP Law Center.

GAMALIEL A. CORDOBA
Commissioner

CARLO JOSE A. MARTINEZ


Deputy Commissioner

DELILAH F. DELES
Deputy Commissioner

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ANNEX A. LIST OF SERVICE OFFERINGS


1. Best efforts service: internet connectivity in which the service
provider does not provide any significant quality of service levels.
2. Dial-up internet: internet connectivity via terrestrial landline
networks with downstream data rate of 56.6 kbps and upstream data
rate of 48.8 kbps, as provided by ITU-T Recommendation V.92
Enhancements to Recommendation V.90, or less.
3. Wireless internet: over-the-air (OTA) connectivity with downstream
data rate of 48 kbps (or slower) or upstream data rate less than 12
kbps (or slower).
4. Mobile internet: over-the-air (OTA) connectivity with downstream
data rate less than 256 kbps but greater than 48 kbps or upstream
data rate less than 128 kbps but greater than 12 kbps.
5. Mobile broadband: over-the-air (OTA) connectivity with downstream
data rate of at least 256 kbps and upstream data of at least 64 kbps.
6. Wireline internet: internet connectivity via terrestrial landline
networks with downstream data rate less than 512 kbps but greater
than 56.6 kbps or upstream data rate less than 128 kbps but greater
than 48.8 kbps.
7. Fixed wireless broadband: over-the-air (OTA) connectivity with
downstream data rate of at least 512 kbps and upstream data of at
least 128 kbps.
8. Wireline broadband: internet connectivity via terrestrial landline
networks with downstream data rate at least 512 kbps and upstream
data rate of at least 128 kbps.
9. High-speed broadband: internet connectivity, whether overthe-air
or via terrestrial landline networks, with downstream data rate at least
10 Mbps and upstream data rate of at least 2.5 Mbps.

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ANNEX B. LIST OF SUBSCRIBER QUALITY OF SERVICE METRICS AND


DEFINITIONS
1. Data Cap: the maximum volume of data that will be allocated to a
subscriber by a service provider for purposes of network and traffic
management, that when exceeded will result in temporary and
deliberate outage and/or temporary and deliberate degradation of
service for the subscriber.
2. DDRA: the average downstream data rate during actual usage during
the measurement period.
3. DDRM: the minimum downstream data rate indicated in
advertisements, flyers, brochures, contracts, and service level
agreements.
4. DDRU: the up-to downstream data rate indicated in advertisements,
flyers, brochures, contracts, and service level agreements.
Burst speed downstream data rate shall not be used as DDR U.
5. DRR: data rate reliability; the "stationarity" or stability of a subscriber's
data rate, expressed in percent. The higher the percentage, the more
stable is the data rate provided by the service provider to the
subscriber.
Data rate reliability is calculated using this formula:
DRR = (DDRA/DDRU) x (UDRA/UDRU) x 100%
6. DRRB: the best data rate reliability indicated in advertisements, flyers,
brochures, contracts, and service level agreements.
7. DRRM: the minimum data rate reliability indicated in advertisements,
flyers, brochures, contracts, and service level agreements.
8. NSA: number of seconds of actual subscriber use during the
measurement period.
9. NSDB: number of seconds during actual subscriber use during the
measurement period where the actual downstream data rate is slower
than the promised downstream data rate.
10.
NSO: number of seconds during actual subscriber use during the
measurement period where there are outages attributable to the
service provider.
11.NSUB: number of seconds during actual subscriber use during the
measurement period where the actual upstream data rate is slower
than the promised upstream data rate.

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12.OR: overall reliability; a single number expressed in percent used to


convey the quality of the internet connectivity service provided to the
subscriber by the service provider. The higher the percentage, the
better is the quality of the internet connectivity service provided to the
subscriber by the service provider.
Overall reliability is calculated using this formula:
OR (in %) = DRR (in %) x SR (in %)
13.ORB: best overall reliability; a single number expressed in percent used
to convey the best quality of the internet connectivity service provided
to the subscriber by the service provider.
14.ORM: minimum overall reliability; a single number expressed in percent
used to convey the minimum quality of the internet connectivity
service provided to the subscriber by the service provider.
15.SOP: Subscriber Outage Period; the applicable period of time wherein
the subscriber shall be disconnected as a result of meeting or
exceeding Data Cap.
16.SR: service reliability; the measure of the availability of the service
quality subscribed by the subscriber or, conversely, the measure of the
absence of slowdown or outages attributable to the service provider.
The higher the percentage, the less are the occurrences of slowdown or
outages.
Service reliability is calculated using this formula:
SR = {[NSA (SOP + SSP) (NSDB + NSUB + NSO)] / [NSA (SOP + SSP)]}
x 100%
17.SRM: the minimum service reliability indicated in advertisements,
flyers, brochures, contracts, and service level agreements.
18.SRB: the best service reliability indicated in advertisements, flyers,
brochures, contracts, and service level agreements.
19.STP: Subscriber Throttling Period; the applicable period of time
wherein the subscriber shall be provided with slower service as a result
of meeting or exceeding the Data Cap.
20.UDRA: the average upstream data rate during actual usage during the
measurement period.
21.UDRM: the minimum upstream data rate indicated in advertisements,
flyers, brochures, contracts, and service level agreements.
22.UDRU: the up-to upstream data rate indicated in advertisements,
flyers, brochures, contracts, and service level agreements.
Burst speed upstream data rate shall not be used as UDR U.
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Page 13 of 19

ANNEX C. LIST OF PERFORMANCE METRICS


1. CQI: Connectivity Quality Index; an index that will be used by the
Commission to be able to provide to the public information on the
performance and the quality of service of the service offerings of a
service provider.
The Commission shall publish national and regional CQIs of service
offerings periodically, from performance testing results of both national
and regional offices of the Commission. The Commission may also
provide CQIs in selected areas of interest.
The CQI shall combine ratings of individual performance and quality of
service metrics. It shall be calculated as:
CQI = Average (DDRA, UDRA, RTTA, RTTB, RTTI, Packet LossA, Packet
LossB, Packet LossI, PDVA, PDVB, PDVI, VFM)
Connectivity Quality Index (CQI)
4.5 5.0
3.5 4.4
2.5 3.4
1.5 2.4
1.4 and below

Rating
Excellent
Very good
Good
Fair
Poor

Service providers are not prohibited from using official CQI results
published by the Commission as part of advertising or information
campaigns.
2. DDRA: the average downstream data rate during the measurement
period.
DDRA
Greater than 95% of DDRU
> 85% - 95% of DDRU
> 75% - 85% of DDRU
> 65% - 75% of DDRU
Less than 65% of DDRU

Rating
Excellent
Very good
Good
Fair
Poor

DDRA Index
5
4
3
2
1

3. UDRA: the average upstream data rate during the measurement


period.
UDRA
Greater than 95% of UDRU
> 85% - 95% of UDRU
> 75% - 85% of UDRU
> 65% - 75% of UDRU
Less than 65% of UDRU

Rating
Excellent
Very good
Good
Fair
Poor

UDRA Index
5
4
3
2
1

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4. Latency (round trip time or RTT): the length of time it takes for a
signal to be sent plus the length of time it takes for an
acknowledgment of that signal to be received. This time delay
therefore consists of the propagation times between the two points of a
signal.
Latency (Point A and Point B
results)
Less than 5 milliseconds
> 5 ms 15 ms
> 15 ms 25 ms
> 25 ms 35 ms
Greater than 35 milliseconds

Rating

RTT Index

Excellent
Very good
Good
Fair
Poor

5
4
3
2
1

Latency (international)
Less than 50 milliseconds
> 50 ms 75 ms
> 75 ms 100 ms
> 100 ms 125 ms
Greater than 125 milliseconds

Rating
Excellent
Very good
Good
Fair
Poor

RTT Index
5
4
3
2
1

5. Packet Loss: the number of packets that do not reach their


destination.
Packet Loss

Rating

Less than 1%
> 1% 2%
> 2% - 3%
> 3% - 4%
Greater than 4%

Excellent
Very good
Good
Fair
Poor

Packet Loss
Index
5
4
3
2
1

6. Jitter (packet delay variation or PDV): the unevenness or variation


in latency and packet loss.
Jitter (PDV)
Less than 5 milliseconds
> 5 15 ms
> 15 25 ms
> 25 35 ms
Greater than 35 milliseconds

Rating
Excellent
Very good
Good
Fair
Poor

PDV Index
5
4
3
2
1

7. Value for Money (VFM): a measure of the degree of truth in


advertising of a service offering of a service provider.
VFM for postpaid is in % and is calculated as:
VFM = (DDRA / DDRU) x monthly cost of plan

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VFM for prepaid is in % per PhP and is calculated as:


VFM = (DDRA / DDRU) x [(cost of plan/ number of days of plan) x 30]
VFM Index
Greater than 90% x monthly cost
of plan
> 80% - 90% x monthly cost of
plan
> 70% - 80% x monthly cost of
plan
> 60% - 70% x monthly cost of
plan
Less than 60% x monthly cost of
plan

Rating
Excellent

VFM Index
5

Very good

Good

Fair

Poor

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ANNEX D. LIST OF SUBSCRIPTION INFORMATION


1. Service rate: the cost of the subscription in Philippine pesos (PhP),
inclusive of VAT, as indicated in advertisements, flyers, brochures,
contracts, and service level agreements.
2. Rebate rate (RR): the amount that a service provider will rebate to a
subscriber in the event of substandard service, expressed in Philippine
pesos per second (PhP/s). No management fees shall be allowed to be
deducted from rebate rates.
A rebate shall be calculated as:
Rebate = RR x (NSO + NSDB + NSUB)
3. Automated rebate rate (RRA): the amount that a service provider
will rebate to a subscriber in the event of substandard service,
expressed in Philippine pesos per second (PhP/s), inclusive of
reasonable management fee deductions, should a service provider
employ automated means of refund and rebate.
An automated rebate shall be calculated as:
Automated rebate = RRA x (NSO + NSDB + NSUB)
4. IN SELECTED AREAS ONLY: a phrase used to denote specific
geographical areas within where there is the application of and a high
expectation of compliance with the quality of service standards set by
the Commission.
a. The maximum level of granularity and specificity would be the
enumeration of subdivisions or sub-areas of barangays.
b. The minimum level of granularity and specificity would be the
enumeration of provinces or sub-areas of administrative regions.
c. The list of areas identified as part of In Selected Areas Only
shall be published by service providers through means that is
readily available and accessible to the general public.
d. Without the explicit use of this phrase, a service provider is
expected to comply with quality of service standards in all areas
of the country, without exemption.

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ANNEX E. LIST OF OPTIONS OF MINIMUM INFORMATION FOR


BROADCAST MEDIA ADVERTISING
1. At least method:
PhP 100/ month for 384 kbps minimum downstream data rate, 192 kbps
minimum upstream data rate, [and 1 GB data cap]* and 80% overall service
reliability [dial-up internet]**
[IN SELECTED AREAS ONLY]***
2. Up to method
PhP 100/ month for up to 768 kbps maximum downstream data rate, up to
384 kbps maximum upstream data rate, [and 1 GB data cap]* and up to 95%
overall reliability [dial-up internet]**
[IN SELECTED AREAS ONLY]***
3.

Minimum best efforts method

PhP 100/month for 48 kbps minimum downstream data rate, 12 kbps minimum
upstream data rate [best efforts service]**
[IN SELECTED AREAS ONLY]***
THIS IS A BEST EFFORTS SERVICE. NO OTHER APPROVED QUALITY OF SERVICE
CLAIMS.
4. Maximum best efforts method
PhP 100/month for up to 5 Mbps maximum downstream data rate, up to 1
Mbps maximum upstream data rate [best efforts service]**
[IN SELECTED AREAS ONLY]***
THIS IS A BEST EFFORTS SERVICE. NO OTHER APPROVED QUALITY OF SERVICE
CLAIMS.

* If applicable
** As appropriate
*** The locations where quality of service standards apply must be clearly and
individually enumerated; see Annex D

Page 18 of 19

The other service provider cannot prove that any action to resolve issue was i

Service provider submits a comp


The service provider cannot prove that any action to resolve issue was imp

Subscriber submits a compl


The other service provider is able to prove that t

Refer to Annex G for dispute resolution between service providers


The service provider is able to prove that the subs

The other service provider is able to prove that equitab

The the
service
provider
able to
Apply Rule
Apply
G1Rule
on behalf
G1 against
of thethe
subscriber
erring service
againstprovider,
the erring
only
service
in so provider.
far as the elements within
Dismiss
the
erring
complaint.
serviceisprovide

Apply Rule G1Apply


on behalf
Rule of
G1the
onsubscriber
behalf of the
against
subscriber
the erring
and the
service
affected
provider.
service provider Dismiss
against the complaint.
erring service prov
The service provider

ANNEX F. CITIZENS CHARTER FOR QUALITY OF SERVICE COMPLAINT


ANNEX G. CITIZENS CHARTER FOR SERVICE PROVIDER COMPLAINT

Page 19 of 19