The conditions relating to the quality of service in the provision of electronic communications services are set out in the Quality Order and pursues the following objectives:
- Facilitate transparency, publishing information for users on the levels of quality of service measured for the main offers existing in the market.
- Ensure minimum levels of quality of service in the provision of universal service.
- Improve the quality of billing to end users through the obligation of the main operators to implement a system of quality assurance of billing.
- Establish the obligation to include individual quality commitments in operators’ contracts with users, as well as compensation mechanisms in case of non-compliance.
- Keep the Administration informed in a timely manner in the event of major breakdowns or events that lead to a significant degradation of the quality of service.
- The technical services of the telecommunications inspection perform a control of the fulfillment of the obligations established in the Quality Order, as well as the monitoring in the fulfillment of the charter of rights of the user of electronic communications services. All these actions are part of the Telecom User Care Improvement Plan [PDF][819.06 KB] framed in the Digital Agenda for Spain.