Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) PSD for GSM: 5sec The call set up time comprises the post-selection delay (authentication, transfer of routing number, paging) and the synchronization delays of the interworking elements of the network. 5 Proportion of calls, which once they have been correctly established and therefore have an assigned traffic channel, are dropped or interrupted prior to their normal completion by the user, the cause of the early termination being with the operator’s network. 6 Billing complaints resolution effective the date from complaint reporting 7 Customer help lines Customer complaints Dropped Call Ratio Percentage of successfully established calls that are dropped. The average target value for Probability of unsuccessful land cellular handing over (ITU-T Rec. E.771). < 3% 5*10-3 (Measurement to be made as per ETSI EG 202 057-3) Billing Complaints Billing complaints per 100 bills issued; < 0.1% Percentage of billing complaints resolved within 4 weeks; 100% Period of all refunds or payment due to customers from the date of resolution of complaints. < 30 days Customer Care Services Call centre answer success rate; ≥ 98% Customer care line accessible through other networks; ≥1 Average waiting time before a customer is attended by a call centre operator; ≤ 5 minutes Number of complaints per day related to any of: one-way/twoway loss of audio, Cross-talk, Call misdirection (to wrong number), and Voice Quality; ≤ 50 Number of complaints per day in respect of network-related blocking of incoming /outgoing calls/SMS; ≤5 14