Mobile phone number:
We are committed to providing high quality services to our customers. This performance target sets out the standard of service we aim to deliver to you. Our actual performance will be measured and published on a quarterly basis.
|
Item
|
Performance Description
|
Performance Target
|
Actual Performance
|
||||||||||||||||||
|
Q1 -
2021 |
Q2 -
2021 |
Q3 -
2021 |
Q4 -
2021 |
Q1 -
2022 |
Q2 -
2022 |
Q3 -
2022 |
Q4 -
2022 |
Q1 -
2023 |
Q2 -
2023 |
Q3 -
2023 |
Q4 -
2023 |
Q1 -
2024 |
|||||||||
|
Network Reliability1 |
Service Availability the availability of the core network, i.e. the percentage of the uptime of the core network in an observation period |
100%
|
100%
|
100%
|
100%
|
100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | ||||||
|
Service Restoration2 |
Service Restoration Time the mean time to recover a fault in the core network is targeted within 60 mins after fault identification |
< 60 mins
|
100%
|
100%
|
100%
|
100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | ||||||
|
Customer Complaint Handling3 |
Complaint Acknowledgment the meantime to acknowledge within 1 working day upon receipt during office hours |
90% |
100% |
100% |
100% |
100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | ||||||
|
Complaint Handling the meantime to provide first resolution to customer within 3 working days |
90%
|
99%
|
99%
|
99%
|
98% | 97% | 97% | 96% | 97% | 97% | 95% | 96% | 97% | 98% | |||||||
Remarks: |
|
| 1. | The target does not apply to interruptions due to scheduled or emergency network maintenance and upgrade and/or circumstances beyond our reasonable control, e.g., force majeure event. |
| 2. | The target does not apply to interruptions due to scheduled or emergency network maintenance and upgrade and/or circumstances beyond our reasonable control, e.g., force majeure event. |
| 3. | The target does not apply to circumstances such as a.) customers are unreachable; b.) customer's information provided (including supporting documents) are not sufficient; c.) cases pending customers' decision; and d.) factors beyond our reasonable control, e.g., cases involving other service providers or roaming partners. |
| 4. | Performance was affected by an isolated incident on 13 May 2013. |
