3.5 Auditing 8 (1) The service providers shall maintain complete and accurate records of Service Provisioning /Activation, Fault Repair/ Restoration, Billing Complaints, Response Time to the Customer for assistance, Bandwidth Utilization/ Throughput, Service Availability/Uptime, Packet Loss and Latency measurements. (2) Network performance parameters like Bandwidth Utilization/Throughput including Broadband Connection Speed, Packet Loss and Latency shall be measured on sample basis by the Agency from time to time, directly or if need so arises, through an independent agency. (3) The Agency shall audit / inspect, either directly using its own equipments and software or through an independent agency, the records relating to the reporting of compliance to the QoS parameters. The Agency, if it thinks fit, may require the service providers to get the reports submitted to the Agency audited, at its own cost, through independent and qualified agencies. 3.6 Customer Perception of Service The Quality of Service parameter for Customer perception regarding Broadband service shall be measured through customer survey conducted by the Agency through an independent agency or online through RURA portal. The results of this survey may be made public for the information of the customers to generate healthy competition amongst service providers to improve service. 3.7 Broadband Connection Speed (download) The service Providers shall make available a facility to the Agency for measuring Broadband Connection Speed (download) at ISP node once within a period of 3 months of coming into force of these Guidelines. The new licensed ISP should make available that facility within a period of one month from the period of issue of the license. 3.8 Review The Agency, on reference from any affected party, or for good and sufficient reasons, may review and modify these Guidelines. 3.9 Interpretation: In case of any doubt regarding interpretation of any of the provisions of these Guidelines, the decision of the Agency shall be final and binding. Rwanda Utilities Regulatory Agency