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Minister of Telecommunications and Information Technology (Minister) has issued

Regulation No. 16 of 2013
on
Quality Standards of Basic Telephony Service For Mobile Cellular Network (2013
Regulation).
The 2013 Regulation issuance serves to repeal and replace Minister Regulation No. 28 of
2012
on the same matter (2012
Regulation). Though there are no major revision made by the 2013 Regulation, Hukumonline
spotted wording differences between the provisions of the 2012 Regulation and the 2013
Regulation. The difference lies in the usage of the terms such as seluler from selular, and
Jumat to Jumat.
The Regulation concerns mobile cellular network providers (Provider), governmental
institutions in the telecommunication sector and the public as service user (Customer).
Customer Service Performance Standard
In improving providers customer service quality, the Regulation sets out standard on the
following aspects (Chapter III, Regulation):
a.
b.
c.

Completion on Prepaid and Postpaid services activation application;

Phone billing and charging accuracy;[1]
Number of general complaint handled;[2]

d.

Report on network problem from customer; and

e.

Customer call center service level.

Postpaid and Prepaid Activation Service

Provider must activate more than 90% of new postpaid activation application that is received
within the past 5 days (Art. 4 (1)). The remaining 10% must be activated within the next 24
hours (Art. 4 (3)).
For prepaid service, provider must complete at least 98% new application received in the past
24 hours (Art. 5 (1)). The remaining 2% must be activated within the next 24 hours (Art. 4
(3)).
Billing and Charging Accuracy
To satisfy the standard on billing accuracy, the number of inaccurate billing complaints must
not be greater than 5% of all bills issued in a month (Art. 7 (1)). Furthermore, the Provider
must solve at least 90% of all billing inaccuracy issues, within 15 business day of receiving the
complaint (Art. 8 (1) (2)).

1 of 3Likewise, Provider rendering prepaid service must resolve 90% (minimum) of the total

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complaint (Art. 8 (1) (2)).

Likewise, Provider rendering prepaid service must resolve 90% (minimum) of the total
charging complaints within 15 business day of receiving the complaint. The remaining 10%
are to be solved within the following 15 days (Art. 9).
General Complaint
Providers are given 12 months to handle at least 90% of all general complaints received (Art.
11 (1)).
Network Service
In order to satisfy the standard on network service, the 2013 Regulation states that the level of
complaint on network problem may only reach 5% of all customers within a 12 months period
(Art. 12). Note that the following conditions will not count as network problem (Art. 13):
a.

Technical difficulties on customer communication devices;

b.

Network problem caused by other providers act or omission;

c.

Complaint that is not related to network problem report.

Call Center Performance Standard

Ninety percent of all customer calls, after 30 seconds of calling the Providers call center must
be answered. The 30 seconds wait is counted since the customer press the talk with call
center officer option (Art. 14).
Network Performance Standard
The assessment for network performance will be tested by means of Endpoint Service
Availability and Short Message Service (SMS) performance.
The test on endpoint service availability will be conducted by making outgoing calls using the
Providers cellular network. In order to satisfy this test, the total amount of dropped calls[3]
and blocked calls[4] must not exceed 90% of all outgoing calls attempt (Art. 17).
In regards of SMS performance, the test will be conducted in peak hours by using two
communication devices with equal technical specification (Art. 24).[5] The providers will
satisfy this test if: 1) the mobile networks are able to transmit at least 90% of all the SMS
being sent; and 2) the interval time between the SMS being sent and received must not take
longer than 3 minutes (Art. 22).
Self-Assessment Test Report
Providers are obliged to keep all the record of self-assessment result (result). The result
must be reported to the Indonesian Telecommunication Regulatory Authority (BRTI) no later
than six weeks after 31 December. The report is to be submitted annually (Art. 27).
Subsequent to receiving the result, BRTI will assess it to validate its accuracy. Procedure on
how to assess the result will be further regulated under a Minister Regulation (Art. 31).
Note that Providers are obliged to publish the result in its website and update it every three
months (Art. 30).
Punishment and Reward
Providers that fail to meet the standard under the 2013 Regulation are subject to fines.
However, up until now the Minister has not issued a regulation to stipulate the amount of fines
and the procedure in imposing such sanction.[6]
Providers that satisfy the service and network quality standard will be awarded by BRTI. The
award is a certificate of recognition for fulfilling service and network quality standard. BRTI will
announce the award to the public (Art. 35).
The Regulation has been in forced since 15 April 2013. RS

[1] Billing accuracy includes: incorrect billing, incorrect auto debited/credited, double billing,
late issuance etc. (Art. 1 (3));
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[1] Billing accuracy includes: incorrect billing, incorrect auto debited/credited, double billing,
late issuance etc. (Art. 1 (3));
[2] General complains such as: late service activation, unprofessional service, activation
service failure (Art. 1 (4)).
[3] Dropped call is an successful outgoing call but unexpectedly disconnected due to technical
reason (Art. 1 (9))
[4] Blocked call is an unsuccessful outgoing call due to technical reason (Art. 1 (10)).
[5] Peak time is sometime between 08.00 - 20.00, pursuant to Art. 1 (17), 2013 Regulation.
[6] See Minister Press Release No.43/PIH/KOMINFO/5/2010
and
Draft Minister Regulation on Fine Sanction for Network Telecommunication Provider

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