Quality Indicators for Services in Electronic Communications Networks for the First Half of 2024

The report presents in one place the results of the quality of public communication services provided, focusing on the indicators most relevant to end users in both mobile and fixed networks.

ZAGREB, 2 December 2024 - The Croatian Regulatory Authority for Network Industries (HAKOM) has published the Quality Indicators for Services in Electronic Communications Networks for the first half of 2024 on its official website. Compliant to the Regulation on the Method and Conditions for the Operation of Electronic Communications Networks and Services, operators with higher revenues must to submit data on service quality to HAKOM every six months.

Service Quality Measurements Include: time to establish service at a fixed location, fault rate per access line, fault repair time for access lines, the response time of customer service, response time for accessing directory inquiry services, frequency of complaints regarding billing accuracy, call setup time, issues arising from number portability processes, the ratio of unsuccessful calls, and call signalling delays. These service quality indicators illustrate both areas of improvement and ongoing challenges for operators. For example, extended service installation times underscore the need for enhanced process optimisation, while faster customer service response times demonstrate progress in customer support. in the first half of this year.

According to the indicators, the average time for connection implementation, in the first half of this year, was 19.66 days, compared to 14.6 days during the same period last year. The average time for fault repair was 44.53 hours, while the customer service response time averaged 113.53 seconds, an improvement over the 129.86 seconds recorded in the first half of last year. The report, which includes this information along with other detailed data, is available at the provided link.

As one of HAKOM's primary responsibilities is to safeguard the interests of end-users of communication services, analysing the quality of service provided is essential for protecting their rights. In addition to evaluating the submitted service quality parameters, HAKOM is also obliged to transparently inform consumers about the quality of services provided by operators, thereby helping them choose the operator best suited to their needs.

Through this report, HAKOM aims to present the results of service quality assessments for the indicators most relevant to end-users in both mobile and fixed networks. All other prescribed service quality indicators are also publicly available on HAKOM's official website, as part of the Service Quality Reports.