Subscriber complaint resolution time index (E03)
Description
The E03 index measures the time from the submission of the complaint by the subscriber to its resolution by the provider. The complaint is considered to be resolved by the provider when the provider has completed all phases of the process for resolving the complaint, and has sent relevant information to the subscriber, unless the subscriber objects to the way the complaint was resolved, or there is a pending legal process.Subscriber complaints are categorized as follows:- Complaints about inadequate information from the provider.- Complaints about charges.- Complaints about the general quality of telephony services (excluding fault reporting).- Complaints about the general quality of Internet services (excluding fault reporting).- Complaints about delay in fault restoration.- Complaints about delay in reconnection of services in cases of disconnection or blocking.- Complaints about other delays, such as delay in activation/modification/cancellation of programs and/or services.- Complaints about sales or subscription disputes.However, the provider may make a partial categorization, in case some complaints do not fall into the above categories.The provider presents the percentage of complaints resolved within 10 calendar days from the submission of the complaint, as well as the 50th and 95th percentiles of the complaint resolution time, depending on the type of access network and the technologies of telephony connection and Internet access.
Resources
| Name |
Format |
Description |
Link |
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23 |
|
https://data.gov.gr/api/v1/query/telecom-quality-index-e03 |
|
8 |
|
https://data.gov.gr/datasets/telecom-quality-index-e03 |
|
8 |
|
https://data.gov.gr/datasets/telecom-quality-index-e03 |
|
23 |
|
https://data.gov.gr/api/v1/query/telecom-quality-index-e03 |