Quality of services
Article 69 of Law 11/2022, of June 28, General of Telecommunications establishes that the competence to require the providers of internet access services and interpersonal communications services available to the public to publish complete, comparable, reliable, easily consulted and updated information on the quality of their services. It falls to the National Commission of Markets and Competition (CNMC).
The general report referred to in article 9 of Order IET/1090/2014, of 16 June, regulating the conditions relating to the quality of service in the provision of electronic communications services, has been prepared by the CNMC since the second quarter of 2024 and can be consulted through the following link.
“Quality of service” is defined by the International Telecommunication Union (ITU) as the overall effect of the quality of operation of a service that determines the degree of satisfaction of a user of that service.
The regulation of the conditions relating to the quality of service in the provision of electronic communications services, is established in Order IET/1090/2014, of 16 June (Quality Order) and pursues the following objectives:
- Facilitate transparency, providing users and especially consumers with relevant information on the quality of service of the different offers existing in the market.
- Ensure minimum levels of quality of service in the provision of basic services such as universal service.
- Order the inclusion by operators of individual quality commitments in 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.
- Ensure users’ error-free billing by operators.