CNG HO X HI CH NGHA VIT NAM

QCVN 36:2011/BTTTT

QUY CHUN K THUT QUC GIA

V CHT LNG DCH V IN THOI
TRN MNG VIN THNG DI NG MT T
National technical regulation
on quality of telephone service
on the Public Land Mobile Network

H NI - 2011

QCVN 36:2011/BTTTT
Mc lc
1. QUY NH CHUNG ................................................................................................ 5
1.1. Phm vi iu chnh ............................................................................................. 5
1.2. i tng p dng ............................................................................................. 5
1.3. Gii thch t ng ................................................................................................ 5
2. QUY NH V CH TIU CHT LNG DCH V ............................................... 6
2.1. Ch tiu cht lng k thut ............................................................................. 6
2.1.1. T l cuc gi c thit lp thnh cng .......................................................... 6
2.1.2. T l cuc gi b ri........................................................................................... 6
2.1.3. Cht lng thoi ............................................................................................... 7
2.1.4. chnh xc ghi cc ...................................................................................... 7
2.1.5. T l cuc gi b tnh cc, lp ho n sai ..................................................... 8
2.2. Ch tiu cht lng phc v ............................................................................. 9
2.2.1. kh dng ca dch v .................................................................................. 9
2.2.2. Khiu ni ca khch hng v cht lng dch v ............................................. 9
2.2.3. Hi m khiu ni ca khch hng ................................................................... 10
2.2.4. Dch v h tr khch hng .............................................................................. 10
3. QUY NH V QUN L ......................................................................................10
4. TRCH NHIM CA T CHC, C NHN ........................................................10
5. T CHC THC HIN .........................................................................................11
Ph lc A (Quy nh) Mu ly kin khch hng ................................................ 12

QCVN 36:2011/BTTTT

Li ni u
QCVN 36:2011/BTTTT c xy dng trn c s sot xt,
chuyn i Tiu chun ngnh TCN 68-186 : 2006 "Dch v in
thoi trn mng vin thng di ng mt t - Tiu chun cht
lng" ban hnh theo Quyt nh s 29/2006/Q-BBCVT ngy 5
thng 9 nm 2006 ca B trng B Bu chnh, Vin thng (nay
l B Thng tin v Truyn thng).
Cc quy nh k thut v phng php xc nh ca QCVN
36:2011/BTTTT ph hp vi cc Khuyn ngh ca Lin minh
Vin thng Th gii (ITU).
QCVN 36:2011/BTTTT do Cc Qun l cht lng Cng ngh
thng tin v Truyn thng bin son, V Khoa hc v Cng ngh
trnh duyt v c ban hnh km theo Thng t s 11 /2011/TTBTTTT ngy 26 thng 5 nm 2011 ca B trng B Thng tin v
Truyn thng.

QCVN 36:2011/BTTTT

QCVN 36:2011/BTTTT

QUY CHUN K THUT QUC GIA

V CHT LNG DCH V IN THOI
TRN MNG VIN THNG DI NG MT T
National technical regulation
on Quality of telephone service
on the Public Land Mobile Network
1. QUY NH CHUNG
1.1. Phm vi iu chnh
Quy chun ny quy nh mc gii hn cc ch tiu cht lng i vi dch v in
thoi trn mng vin thng di ng mt t.
1.2. i tng p dng
Quy chun ny p dng i vi C quan qun l nh nc v cc doanh nghip
cung cp dch v thc hin qun l cht lng dch v in thoi trn mng vin
thng di ng mt t theo cc quy nh ca Nh nc v ca B Thng tin v
Truyn thng.
Quy chun ny cng l c s ngi s dng gim st cht lng dch v in
thoi trn mng vin thng di ng mt t ca cc doanh nghip.
1.3. Gii thch t ng
1.3.1. Doanh nghip cung cp dch v (vit tt l DNCCDV) l doanh nghip vin
thng thit lp mng v cung cp dch v in thoi trn mng vin thng di ng
mt t theo cc quy nh ca Nh nc v ca B Thng tin v Truyn thng.
1.3.2. Khch hng (ngi s dng dch v) l cc c nhn, t chc Vit nam hoc
nc ngoi s dng dch v in thoi trn mng vin thng di ng mt t do
DNCCDV cung cp.
1.3.3. Cht lng dch v l kt qu tng hp ca cc ch tiu th hin mc hi
lng ca ngi s dng dch v i vi dch v .
1.3.4. S c l h hng ca mt hoc mt s phn t ca mng vin thng di ng
mt t dn n vic gin on ton b ng lin lc ca mt hoc mt s thu
bao.
1.3.5. Cuc gi c thit lp thnh cng l cuc gi m sau khi quay s thu
bao ch gi nhn c tn hiu cho bit ng trng thi ca thu bao b gi.
1.3.6. Cuc gi b ri l cuc gi c thit lp thnh cng nhng b mt gia
chng trong khong thi gian m thoi m nguyn nhn l do mng vin thng di
ng mt t.
1.3.7. Vng ph sng l vng a l m trong mc tn hiu ti thiu thu c l
- 100 dBm.
1.3.8. di m thoi thc ca cuc gi l khong thi gian m thoi gia ch
gi v b gi, trong : thi im bt u m thoi c tnh t lc bn b gi nhc
my; thi im kt thc cuc gi c tnh t lc mt trong hai bn ch gi hoc b
gi t my hoc do mng t kt thc cuc gi.
1.3.9. Ting vng l ting ca chnh mnh m ngi m thoi nghe c trong
qu trnh m thoi.
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QCVN 36:2011/BTTTT
1.3.10. Xuyn m l nhng m thanh cm nhn c (c th hiu c hoc
khng hiu c) trong khi m thoi xut pht t thit b u cui khc do mng
ca DNCCDV gy ra.
1.3.11. Nhiu l nhng ting tp m nh ting si, , lo xo, r rt... nghe thy
trong qu trnh m thoi do mng ca DNCCDV gy ra, khng phi l ting n
ngoi cnh.
1.3.12. Phng php xc nh:
Phng php xc nh l cc phng php nh gi cht lng dch v vi mc ly
mu ti thiu c quy nh C quan qun l Nh nc v DNCCDV p dng
trong vic o kim cht lng dch v.
Mi ch tiu cht lng c quy nh mt hay nhiu phng php xc nh khc
nhau. Trong trng hp ch tiu cht lng dch v c xc nh bng nhiu
phng php khc nhau quy nh ti Quy chun ny th ch tiu cht lng c
nh gi l ph hp khi kt qu nh gi bi mi phng php u ph hp vi
mc ch tiu quy nh.
2. QUY NH V CH TIU CHT LNG DCH V
2.1. Ch tiu cht lng k thut
2.1.1. T l cuc gi c thit lp thnh cng
2.1.1.1. nh ngha
T l cuc gi c thit lp thnh cng l t s gia s cuc gi c thit lp
thnh cng trn tng s cuc gi.
2.1.1.2. Ch tiu
T l cuc gi c thit lp thnh cng 92 %.
2.1.1.3. Phng php xc nh
- M phng cuc gi: S lng cuc gi m phng cn thit ti thiu l 1 000 cuc
thc hin vo cc gi khc nhau trong ngy, trong vng ph sng. Khong cch
gia hai cuc gi m phng lin tip xut pht t cng mt thu bao ch gi khng
nh hn 10 giy.
- Gim st bng cc tnh nng sn c ca mng: S lng cuc gi ly mu ti thiu
l ton b cuc gi trong 7 ngy lin tip.
2.1.2. T l cuc gi b ri
2.1.2.1. nh ngha
T l cuc gi b ri l t s gia s cuc gi b ri trn tng s cuc gi c thit
lp thnh cng.
2.1.2.2. Ch tiu
T l cuc gi b ri 5 %
2.1.2.3. Phng php xc nh
- M phng cuc gi: S lng cuc gi m phng ti thiu l 1 500 cuc, phn b
u theo 3 iu kin o kim: o trong nh; o ngoi tri cc v tr c nh; o
ngoi tri di ng. Vi mi iu kin o kim thc hin o vo cc gi khc nhau
trong ngy, trong vng ph sng; di cuc gi ly mu trong khong t 60 giy
n 180 giy, trong cc cuc gi t 60 giy n 90 giy phi m bo s lng
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QCVN 36:2011/BTTTT
mu t nht l 50 % tng s mu; khong cch gia hai cuc gi m phng lin tip
xut pht t cng mt thu bao ch gi khng nh hn 10 giy.
- Gim st bng cc tnh nng sn c ca mng: S lng cuc gi ly mu ti thiu
l ton b cuc gi trong 7 ngy lin tip.
2.1.3. Cht lng thoi
2.1.3.1. nh ngha
Cht lng thoi l ch s tch hp ca cht lng truyn ting ni trn knh thoi
c xc nh bng cch tnh im trung bnh vi thang im MOS t 1 n 5 theo
Khuyn ngh P.800 ca Lin minh Vin thng Th gii ITU.
2.1.3.2. Ch tiu
Cht lng thoi trung bnh phi 3,0 im.
2.1.3.3. Phng php xc nh
- Phng php s dng thit b o: Phng php o thc hin theo Khuyn ngh
ITU-T P.862 v quy i ra im MOS theo Khuyn ngh ITU-T P.862.1. S lng
cuc gi ly mu ti thiu l 1 000 cuc vo cc gi khc nhau trong ngy, trong
vng ph sng. Khong cch gia hai cuc gi m phng lin tip xut pht t cng
mt thu bao ch gi khng nh hn 10 giy.
- Phng php ly kin khch hng: S khch hng ly kin ti thiu l 1 000
khch hng i vi mng c s thu bao t 10 000 tr ln hoc ly 10% s khch
hng i vi mng c s thu bao nh hn 10 000. Mu ly kin khch hng qua
th, th in t, fax hoc in thoi c quy nh ti Ph lc A.
2.1.4. chnh xc ghi cc
2.1.4.1. T l cuc gi b ghi cc sai
2.1.4.1.1. nh ngha
T l cuc gi b ghi cc sai l t s gia s cuc gi b ghi cc sai trn tng s
cuc gi.
Cuc gi b ghi cc sai bao gm:
- Cuc gi ghi cc nhng khng c thc;
- Cuc gi c thc nhng khng ghi cc;
- Cuc gi ghi sai s ch gi v/hoc s b gi;
- Cuc gi m gi tr tuyt i ca hiu s gia di cuc gi ghi cc v di
m thoi thc ln hn 1 giy;
- Cuc gi c ghi cc c thi gian bt u sai qu 9 giy v gi tr tuyt i so
vi thi im thc ly theo ng h chun quc gia.
2.1.4.1.2. Ch tiu
T l cuc gi b ghi cc sai 0,1%.
2.1.4.1.3. Phng php xc nh
Tng s cuc gi ly mu cn thit ti thiu l 10 000 cuc gi. Vic xc nh c th
p dng mt trong hai hoc kt hp c hai phng php sau:
- M phng cuc gi: Thc hin m phng vo cc gi khc nhau trong ngy, trong
vng ph sng v theo cc hng ni mng v lin mng. Khong cch gia hai
cuc gi m phng lin tip xut pht t cng mt thu bao ch gi khng nh hn
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QCVN 36:2011/BTTTT
10 giy. S cuc gi m phng c di t 1 giy n 90 giy ti thiu l 60 % ca
tng s cuc gi m phng.
- Gim st bo hiu: Cc cuc gi ly mu vo cc gi khc nhau trong ngy. im
u ni my gim st bo hiu ti cc tng i v thc hin trn cc lung bo hiu
hot ng bnh thng hng ngy ca mng vin thng di ng mt t v bo m
khng lm nh hng n hot ng bnh thng ca mng.
2.1.4.2. T l thi gian m thoi b ghi cc sai
2.1.4.2.1. nh ngha
T l thi gian m b ghi cc sai l t s gia tng gi tr tuyt i thi gian ghi sai
ca cc cuc gi b ghi cc sai trn tng s thi gian ca cc cuc gi.
2.1.4.2.2. Ch tiu
T l ghi cc sai v thi gian m thoi 0,1%.
2.1.4.2.3. Phng php xc nh
Phng php xc nh tng t nh i vi ch tiu T l cuc gi b ghi cc sai
(xem 2.1.4.1.3).
2.1.5. T l cuc gi b tnh cc, lp ho n sai
2.1.5.1. T l cuc gi b tnh cc sai
2.1.5.1.1. nh ngha
T l cuc gi b tnh cc sai l t s gia s cuc gi b tnh cc sai trn tng s
cuc gi.
Cuc gi b tnh cc sai bao gm:
- Cuc gi khng c trong s liu ghi cc nhng b tnh cc;
- Cuc gi c trong s liu ghi cc nhng khng c tnh cc;
- Cuc gi sai s ch gi v/hoc s b gi so vi s liu ghi cc;
- Cuc gi sai v thi gian bt u v/hoc thi gian kt thc v/hoc di m
thoi so vi s liu ghi cc;
- Cuc gi m tin cc b tnh sai.
2.1.5.1.2. Ch tiu
T l cuc gi b tnh cc sai 0,01 %.
2.1.5.1.3. Phng php xc nh
So snh ti thiu 10 000 cuc gi c tnh cc vi s liu ghi cc.
2.1.5.2. T l cuc gi b lp ho n sai
2.1.5.2.1. nh ngha
T l cuc gi b lp ho n sai l t s gia s cuc gi b lp ho n sai trn
tng s cuc gi.
Cuc gi b lp ho n sai bao gm:
- Cuc gi c trong s liu tnh cc nhng khng c lp ho n;
- Cuc gi khng c trong s liu tnh cc nhng c trong ho n;
- Cuc gi sai s ch gi v/hoc s b gi so vi s liu tnh cc;
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QCVN 36:2011/BTTTT
- Cuc gi sai v thi gian bt u v/hoc thi gian kt thc v/hoc di m
thoi sai so vi s liu tnh cc;
- Cuc gi m tin cc trn ho n b ghi sai so vi s liu tnh cc.
2.1.5.2.2. Ch tiu
T l cuc gi b lp ho n sai 0,01 %.
2.1.5.2.3. Phng php xc nh
So snh ti thiu 10 000 cuc gi c lp ho n vi s liu tnh cc.
2.2. Ch tiu cht lng phc v
2.2.1. kh dng ca dch v
2.2.1.1.nh ngha
kh dng ca dch v (D) l t l thi gian trong mng sn sng cung cp dch
v cho khch hng.

D = (1

Tf
Tr

) 100 %

trong : Tr : Thi gian xc nh kh dng ca dch v;

Tf : Thi gian mng c s c thuc trch nhim DNCCDV v c
tnh theo cng thc:

i=1

ri
ti
Ri

N : Tng s ln xy ra s c trong thi gian xc nh kh dng;

Ri : Tng s knh thoi ti thi im xy ra s c th i;
ri : S knh thoi b mt lin lc trong s c th i;
ti : Thi gian s c th i.
2.2.1.2. Ch tiu
D 99,5%
2.2.1.3. Phng php xc nh
Thng k ton b cc s c trong thi gian xc nh kh dng. Thi gian xc nh
kh dng ti thiu l 3 thng lin tip.
2.2.2. Khiu ni ca khch hng v cht lng dch v
2.2.2.1. nh ngha
Khiu ni ca khch hng v cht lng dch v l s khng hi lng ca khch
hng v cht lng dch v c bo cho DNCCDV bng vn bn.
2.2.2.2. Ch tiu
T l khiu ni ca khch hng v cht lng dch v 0,25 khiu ni/100 khch
hng/3 thng.
2.2.2.3. Phng php xc nh

QCVN 36:2011/BTTTT
Thng k ton b s khiu ni ca khch hng v cht lng dch v trong khong
thi gian ti thiu l 3 thng lin tip.
2.2.3. Hi m khiu ni ca khch hng
2.2.3.1. nh ngha
Hi m khiu ni ca khch hng l vn bn ca DNCCDV thng bo cho khch
hng c vn bn khiu ni v vic tip nhn v xem xt gii quyt khiu ni.
2.2.3.2. Ch tiu
DNCCDV phi c vn bn hi m cho 100 % khch hng khiu ni trong thi hn 2
ngy lm vic k t thi im tip nhn khiu ni.
2.2.3.3. Phng php xc nh
Thng k ton b vn bn hi m cho khch hng khiu ni v cht lng dch v
trong thi gian ti thiu l 3 thng lin tip.
2.2.4. Dch v h tr khch hng
2.2.4.1. nh ngha
Dch v h tr khch hng l dch v gii p thc mc, h tr, hng dn s dng,
cung cp thng tin lin quan cho khch hng v dch v in thoi trn mng vin
thng di ng mt t.
2.2.4.2. Ch tiu
- Thi gian cung cp dch v h tr khch hng bng nhn cng qua in thoi l
24h trong ngy.
- T l cuc gi ti dch v h tr khch hng chim mch thnh cng v nhn c
tn hiu tr li ca in thoi vin trong vng 60 giy 80 %.
2.2.4.3. Phng php xc nh
- M phng hoc gi nhn cng: thc hin m phng hoc gi nhn cng ti dch v
h tr khch hng, s cuc gi th ti thiu l 250 cuc gi vo cc gi khc nhau
trong ngy.
- Gim st bng thit b hoc bng tnh nng sn c ca mng: s lng cuc gi ly
mu ti thiu l ton b cuc gi trong 7 ngy lin tip.
3. QUY NH V QUN L
Cc ch tiu cht lng dch v in thoi trn mng vin thng di ng mt t
c qun l theo quy nh v qun l cht lng dch v bu chnh, vin thng
(Quyt nh s 27/2008/Q-BTTTT ngy 22 thng 4 nm 2008 ca B trng B
Thng tin v Truyn thng).
4. TRCH NHIM CA T CHC, C NHN
4.1. Cc Doanh nghip cung cp dch v phi m bo cht lng dch v in thoi
trn mng vin thng di ng mt t ph hp vi Quy chun ny, thc hin cng b
hp quy theo Quy nh v chng nhn hp chun, chng nhn hp quy v cng b
hp chun, cng b hp quy (ban hnh km theo Quyt nh s 24/2007/QBKHCN ngy 28 thng 9 nm 2007 ca B trng B Khoa hc v Cng ngh) v
chu s kim tra thng xuyn, t xut ca c quan qun l nh nc theo cc quy
nh hin hnh.
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QCVN 36:2011/BTTTT
4.2. Trch nhim c th ca cc Doanh nghip cung cp dch v v cc i l dch v
vin thng c quy nh ti quy nh v qun l cht lng dch v bu chnh, vin
thng (Quyt nh s 27/2008/Q-BTTTT ngy 22 thng 4 nm 2008 ca B trng
B Thng tin v Truyn thng).
5. T CHC THC HIN
5.1. Cc Qun l cht lng Cng ngh thng tin v Truyn thng v cc S Thng
tin v Truyn thng c trch nhim t chc trin khai qun l cht lng dch v in
thoi trn mng vin thng di ng mt t theo Quy chun ny.
5.2. Quy chun ny c p dng thay th tiu chun ngnh m s TCN 68186:2006 Dch v in thoi trn mng vin thng di ng mt t-Tiu chun cht
lng.
5.3. Trong trng hp cc quy nh nu ti Quy chun ny c s thay i, b sung
hoc c thay th th thc hin theo quy nh ti vn bn mi.

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QCVN 36:2011/BTTTT
Ph lc A
(Quy nh)
Mu ly kin khch hng
A.1. Mu gi qua th, th in t hoc fax:
ngh qu v cho bit:
- S thu bao:

Thi gian s dng dch v di ng:

- Loi my in thoi di ng ang s dng:

Trong thi gian t ...... n ....... qu v cho bit kin v cht lng thoi (ting
ni) ca dch v in thoi di ng m qu v s dng bng cch nh du ;:

Rt tt (5 im)

Tt (4 im)

Trung bnh (3 im)

Xu (2 im)

Rt xu (1 im)

Nu l trung bnh, xu hoc rt xu ngh qu v cho bit l do:

m lng nh

Khng nhn c ging ngi i thoi (mo ting)

Nghe ting mnh vng li khi ngng ni (ting vng)

C m thanh l khng phi t pha ngi i thoi (xuyn m)

C ting rt, lo xo (nhiu)

Khng thc hin c cuc gi

Thng bo ca tng i l khng lin lc c

ang ni b mt gia chng

A.2. Mu phng vn qua in thoi:

"Xin cho ng (b, anh, ch) ti l ........................ ti ......................, chng ti
kim tra cht lng dch v nn mun hi ng (b, anh, ch) v cht lng thoi ca
dch v in thoi di ng m ng (b, anh, ch) s dng. ngh ng (b, anh,
ch) cho bit loi my in thoi di ng ca mnh, thi gian s dng dch v di ng.
Theo ng (b, anh, ch), trong thi gian s dng dch v t .......... n ..........., cht
lng thoi (ting ni) t mc no trong nm mc di y:

Rt tt (5 im)

Tt (4 im)

Trung bnh (3 im)

Xu (2 im)

Rt xu (1 im)

- Nu nh du ; vo tt hoc rt tt th ni: "Xin cm n ng (b, anh, ch) ..."

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QCVN 36:2011/BTTTT
- Nu nh du ; vo trung bnh, xu hoc rt xu th hi tip: " ngh ng
(b, anh, ch) cho bit l do" theo ni dung tr li nh du ; vo cc :

m lng nh

Khng nhn c ging ngi i thoi (mo ting)

Nghe ting mnh vng li khi ngng ni (ting vng)

C m thanh l khng phi t pha ngi i thoi (xuyn m)

C ting rt, lo xo (nhiu)

Khng thc hin c cuc gi

Thng bo ca tng i l khng lin lc c

ang ni b mt gia chng

v ni "Xin cm n ng (b, anh, ch)..."./.

13