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Thời gian ký: 05.12.2022 12:52:51 +07:00

BQ THONG TIN VA TRUYEN THONG CONG HOA XA HQ! CHU NGHIA VIET NAM
Dqc lap - Tu do - Hanh phuc

SSi# /2022/TT-BTTTT Hd Nqi, ngdy^ thang^j nam 2022

CqNGTH^GTiNEHeNn>CMi?IH PHlT
thOng TV

VAN PHONG^MhMPK‘Quy chuan ky thuat quoc gia ve chat luqug dich vu di|n thoai
tren mang vi£n thong di dpng mat dat”
CONG VAN DEN
Gid ...... < 1

Kinh chuyen....Z?^^/.GflW..r.U Lugt Tieu^chuan va Quy chuan ky thuqt ngay 29 thang 6 nam
1U06;
Can cuLuqt Vien thong ngay 23 thang 11 nam 2009;
Can cuLuqt Tan so vo tuyen di$n ngay 23 thang 11 nam 2009;
Can cu Nghi dinh so 127/2007/N£)-CP ngay 01 thang 8 nam 2007 cua
Chinh phu quy dinh chi tiet va huang dan thi hanh mpt so dieu cua Luqt Tieu
chuan va Quy chuan ky thuat;
Can cu Nghi dinh so 78/2018/ND-CP ngay 16 thdng 5 nam 2018 cua
Chinh phu sua doi, bo sung mpt so dieu cua Nghi dinh so 12772007/ND-CP
ngay 01 thang 8 nam 2007 cua Chinh phu quy djnh chi tiet thi hanh mpt sd dieu
Luqt tieu chuan Va quy chuan ky thuat;
Can cu Nghi ^h so 48/2022/ND‘CP ngay 26 thang 7 nam 2022 cua
Chinh phu quy dinh chuc ndng, nhi$m vq, quyen han vd ca cdu to chuc cua Bq
Thong tin vd Truyen thong;
Theo de nghi cua truang Vu Khoa hqc vd Cong nghq,
Bq truang Bq Thong tin vd Truyen thong ban hanh Thong tu quy dinh
Quy chuan Igl thuat quoc gia ve chat luting dich vq diqn thoai tren mang vien
thong di dqng mat ddt.

Dieu 1. Ban hanh kem theo Thong tu nay Quy chuan ky thuat quoc gia ve
chat luong dich vu dien thoai tren mang vien thong di dong mSt dat (QCVN
36:2022/BTTTT).
Dieu 2. Hieu • thi hanh
• lire

1. Thong tu nay co hieu luc thi hanh ke tu ngay 01 thang 7 nam 2023.
2. Thong tu so 40/2015/TT-BTTTT ngay 25 thang 12 nam 2015 cua Bo
* •» t

truong Bo Thong tin va Truyen thong ban h4nh “Quy chuan ky thuat quoc gia
 2

chat luong dich vu dien thoai tren mang viSn thong di dong mat dat” h& hieu lire
thi hanh ke tu ngay 01 thang 7 nam 2023.
Dieu 3. Chanh Van phong, Vu truemg Vu Khoa hoc va Cong nghe, Thu
trudng cac co quan, don vi thuoc Bq Thong tin va TruySn thong, Giam ddc Sd
Thong tin va Truyln thong cac tinh, thanh ph6 true thuoc Trung uomg va cac to
chuc, ca nhan co lien quan chiu trach nhiem thi hanh Thong tu nay./.^^,
Nffi nhfrn: BQ TRVdNG
- Thu tudng Chi'nh phu, c£c Ph6 Thu tudng Chinh phu (dS b/c);
- Cac B$, ca quan ngang B$, ca quan thupc Chinh phu;
~ UBND c&c tinh, thanh phd true thu$c Trung irong;
- Sd TTTT cac tinh, thanh pho true thupc Trung uong;
- Cue Kiem tra v4n bin QPPL (Bq Tu phip);
- Cong bio, C6ng Thong tin dijn tu Chinh phi; \
• Bq TTTT: Bq tnrong vi cic Thu truemg, cic co quan, dan^'i*\
thu$c Bq, C6ng thong tin di?n tur cia Bq; 0' I
- Luu: VT, KHCN (250). i
i

Nguyen Manh Hung

i
i
 CONG HOA XA HOI CKO NGHIA VIET NAM

QCVN 36:2022/BTTTT

QUY CHUAN KY THUAT QUdC GIA

V6 CHAT LUONG DICH VU BIEN THOAI
TREN MANG
• VieN THONG DI BONG
• MAT
• BAT

National technical regulation

on quality of telephone service on the Public Land Mobile Network

HA NOl - 2022
 Myc luc

1. QUYDINH CHUNG................................................................................................. 5
1.1. Phgm vi dieu chinh...............................................................................................5
1.2. Doi tuang ap dung...............................................................................................5
1.3. Tai lieu vien din..................................... 5
1.4. Giai thich tir ngCr.................................................................................................. 5
1.5. Chirviettat........................................................................................................... 7
2. QUYDINH KYTHUAT............................................................................................ 7
2.1. Chi ti£u chat luvng ky thuat................................................................................. 7
2.1.1. Do sin sang cua mgng vo tuyen....................................................................... 7
2.1.2. Ty le cuoc gpi thiet lap khong thanh cong......................................................... 7
2.1.3. Ty l$ cupc gpi bi roi........................................................................................... 8
2.1.4. Chat lu’p’ng thoai................................................................................................9
2.1.5. Dq chinh xac ghi cirac...................................................................................... 9
2.1.5.1. Ty le cudc goi bi ghi cirdc sai............. ............................................................9
2.1.5.2. Ty le thd’i gian dam thogi bi ghi cirdc sai...................................................... 10
2.1.6. Ty le cuoc gpi bi tinh cirac, Igp hoa dan sai.................................................... 10
2.1.6.1. Ty le cupc gpi bi tinh cirac sai...................................................................... 10
2.1.6.2. Ty le cupc gpi bi lap hoa dan sai.................................................................. 10
2.2. Chi tidu chit lirang phuc vu........................................................................... 11
2.2.1. Dp kha dung cua dich vu..................................................................................11
2.2.2. Khieu nai cua khach hang ve chit laang dich vu............................................ 11
2.2.3. Hoi am khieu nai cua khach hang.................................................................. 11
2.2.4. Dich vu trp giup khach hang........................................................................... 12
3. QUY O|NH V£ QUAN L?....................................................................................... 12
4. TRACH NHIEM CUA TO CHITC, CA NHAN......................................................... 12
5. TO CHLTC THIJC HlEN..........................................................................................13
Phu lye A (Quy dinh) Y£u cau ve cac vj tri do kiem................................................... 14
Phuc lye B (Quy dinh) Yeu clu chung vl Vung cung cap dich vu dirai dang ban do
so............................................................................................................................... 15
Thu5 myc tai lieu tham khao........................................................................................ 16

2
Ld’i noi diiu

QCVN 36:2022/BTTTT thay the QCVN 36:2015/BTTTT.

QCVN 36/2022/B Illi do Cyc Viin thong bien sogn, Bq
Khoa hpc va Cong nghe tham dinh, Vy Khoa hpc
Cong trinh duypt, Bq Thong tin v3 Truyen thong ban
hcinh kdm theo Thong tir s6Z0/2022/TT-B l I I l ngayZ^
thang/^nSm 2022.

3
 QUY CHUAN KY THUAT QUOC GIA
V6 CHAT LUONG DICH VU DIEN THOAI
THEN MANG VlEN THONG DI DQNG MATDAT

National technical regulation

on Quality of telephone service on the Public Land Mobile Network

1. QUY DINH CHUNG

1.1. Pham vi di§u chinh

Quy chuan n£y quy dinh muc gidi hgn Ccic chi tieu chat lu’p’ng doi vdi dich vu di$n
thogi tren mang vien thong di dpng mgt dat
1.2. Ddi tu’Q’ng ap dung
Quy chuan n£y ap dyng doi vdi c£c doanh nghiep vien thong cung cap dich vy di?n
thogi tren mgng vien thong di dpng m$t dat (sau day gpi t^t la DNCCDV) thy’C hi$n
quan ly chat lu’p’ng dich vy n3y theo Ccic quy dinh cua NhS nirdc va cua B$ Thong tin
v3 Truyen thong.
Quy chuan nay cung Id co1 sa de ngu’di su* dyng giam sdt chat linyng dich vy dipn
thopi tren mang viin thong di dpng mSt dat cua cdc doanh nghiep.
1.3. Tai'lipu-vieh dan
ITU-T P.863 (3/2018): “Perceptual Objective Listening Quality Assessment”.
ITU-T P.800 (8/1996): "Methods for subjective determination of transmission quality”.
1.4. Giai thich tip ngu>
1.4.1. Khach hang (ngu’d’i si? dyng djch vy)
Cdc cd nhan, to chi?c Vipt Nam ho£c nude ngoai si? dyng dich vy dipn thoai tren
mpng vidn thong di dpng m£t dat do DNCCDV cung cap.
1.4.2. Ch£t lu’p’ng dich vy
Ket qua tong hp’p cua cdc chi tidu the hipn mi?c dp hdi Idng cua ngudi si? dyng dich
vy doi vdi dich vy d6.
1.4.3. Vung cung cap dich vy
Vung dia ly ma DNCCDV edng bo ve kha ndng si? dyng djch vy dipn thoai trdn mgng
viin thdng di dpng m^t dat theo mi?c chat lup-ng dup-c quy dinh tpi 2.1 cua quy
chuan nay. Vung cung cdp dich vy bao gom:
- Vung cung cap dich vy dipn thopi GSM/WCDMA tren mpng vien thong di dpng mat
dat (sau day gpi tat la vung GSM/WCDMA);
- Vung cung cap dich vy dien thoai VoLTE tren mpng vien thong di dpng mat dat (sau
day gpi t£t la vung LTE).
1.4.4. Mdc tin hieu thu t6i thieu
Mdc cong suat toi thieu thu dup-c trong vung cung cap dich vy. Mi?c tin hieu thu toi
thieu cua:
- Vung GSM/WCDMA la: -100 dBm;
- Vung LTE la: -121 dBm.

5
QCVN 36:2022/BTTTT

1.4.5. Cupc goi

- Cuqc gpi trong vung GSM/WCDMA Id cu§c gpi dugc thiet Ipp, duy tri, giai phong
trdn mgng GSM/WCDMA vd cu$c gpi md trong qud trinh thiet Idp, thue bao thi/c hipn
chuyen giao ti> mqng LTE ve mgng GSM/WCDMA;
- Cuqc gpi trong vung LTE Id cu$c gpi du’Q’c thiet Idp, duy tri va giai phdng tren mpng
LTE;
- Cu$c gpi giC?a vung GSM/WCDMA va vung LTE Id cupc gpi trong do thue bao chu
gpi vd thue bao bi gpi dirp’c thiet Idp, duy tri va giai phbng khong cung tren mpng
GSM/WCDMA vd LTE.
1.4.6. Si/co
Hir hdng cua mpt hodc mpt s6 phdn tu1 cua mpng vien thong di dpng mdt dat Idm anh
hifong tdi te bdo (Cell) trong mpng thong tin di dpng mpt dat din den gidn dogn mdt
phdn hodc todn bp vide cung cdp djeh vp dien thopi.
1.4.7. T6 bao (Cell)
Mpt khu vi/c phu sbng tan so vd tuyen dipn cua trpm thu phdt sdng thong tin di dpng
mdt dat.
1.4.8. Tram thu phat song thong tin di dpng
Mpt phdn ti> cua mgng vidn thdng di dpng mdt dat c6 nhiem vu ket noi thong tin lidn
lac vdi cdc thue bao.
1.4.9. Cupc gpi thidt lap thanh cong
Cupc gpi md sau khi quay so thue bao chu gpi nhan du’Q’c tin hipu phan hoi dCmg ve
trpng thdi cua thud bao bj gpi, bao gdm:
- C6 tin hipu hoi am chuong hodc tin hipu bdo bdn tir phia thue bao bi gpi;
- C6 dm tin hipu tCr phia nhd mpng ve trang thdi thue bao bi gpi (bi chdn chieu gpi
den, khong lien Ipc du’p’c).
1.4.10. Cupc gpi thiet lap khong thanh cong
Cupc gpi ma sau khi quay s6, thue bao chu gpi khong nhdn du’p’c tin hipu phan hdi
dung vd trpng thdi cua thue bao bj gpi
1.4.11. Cupc gpi bj ro>i
Cupc gpi da dupe thiet Idp thanh cong nhung bi mdt giua chung trong khoang thdi
gian dam thopi md nguyen nhdn Id do mpng vidn thong di dpng mdt dat.
1.4.12. Phu’O’ng phap xac dinh:
Phuo’ng phdp xdc dinh Id cdc Phu’O’ng phdp ddnh gid chat lupng dich vu vdi muc lay
mdu toi thieu dupe quy dinh de Co’ quan quan ly Nhd nude vd DNCCDV dp dpng
trong vide do kiem chat lupng dich vp.
Moi chi tieu chat lupng dupe quy dinh mpt hay nhieu phuo’ng phdp xdc dinh khde
nhau. Trong trudng hpp chi tieu chat lupng dich vp dupe xdc dinh bang nhieu
phuo-ng phdp khde -nhau quy dinh t^HQuy chuan nay thi chi tieu chat lupng dupe
ddnh gid Id phu hop khi ket'qua ddnh gjd boi mdi phuong phdp deu phu hpp vdi
muc chi tieu quy dinh.

6
 QCVN 36:2022/BTTTT

1.5. Chu’viSttdt

DNCCDV Doanh nghiep cung cap djch

vy
GSM Global System for Mobile Hp thong thong tin di dpng
Communications todn cau
ITU-T International Telecommunication Union LTnh vy’c tieu chuan hod viln
- Telecommunication Standardization thong cua ITU
Sector
LTE Long Term Evolution Truy nhgp vd tuyen the h$ sau
MOS Mean Opinion Score Diem chat lu’p'ng thogi
VoLTE Voice over LTE Dich vy di?n thogi tren mgng
LTE
WCDMA Wideband Code Division Multiple Da truy nh$p phSn chia theo
Access ma bang rpng

2. QUYDINHKYTHUAT

2.1. Chi lieu chdt lu’p’ng ky thuat

2.1.1. Dq san sang cua mang vd tuyen
2.1.1.1. Dinh nghia
Dq s^n sancj cua mang vo tuyen Id ty le (%) giira so mlu do c6 mifc tin hi^u thu Idn
han hogc bang muc tin hi$u thu toi thieu quy dinh tgi 1.4.4 tren tong so mlu do.
2.1.1.2. Chitieu
Dq san sang cua mang vd tuyen £ 95 %.
2.1.1.3. Phipang phap xac dinh
Phirang phdp mo phdng: S6 lu’p’ng mlu do toi thieu la 100 000 mlu thyc hipn do
ngoai trCri di dpng vao cdc gid khdc nhau trong ngdy, trong vung cung cap dich vy.
O6i vdi DNCCDV co 2 vung cung cdp djch vy, so lu’p’ng mlu do toi thieu trong tirng
vung la 50 000 mlu .
2.1.2. Ty Ip cupc ggi thiet l?p khong thanh cong
2.1.2.1. Dinh nghia
Ty Ip cupc gpi thiet lap khdng thanh cdng Id ty le (%) giaa so cupc gpi thilt lap khdng
thdnh cong tren tong so cupc gpi.
2.1.2.2. Chitieu
Ty le cupc gpi thiet lap khong thdnh cong £ 2 %.
2.1.2.3. Phwang phap xac dinh
Vipc xdc dinh c6 the ap dung;mpt trong hai hoac ket hop ca hai phuong phap sau:
Mo phdng cupc gpi: So lupng cupc gpi mo phdng toi thieu la 3 000 cupc, phan bo
theo cac dieu kign do kiem: do trong nhd (toi thieu 1 000 cupc); do ngoai trai tai cac

7
QCVN 36:2022/BTTTT

vi tri co djnh (toi thieu 1 000 cudc); do ngoai troi di ddng (toi thieu 1 000 cuoc). Doi
vd*! DNCCDV co 2 vung cung cap dich vu, phan bo so lirpng cuoc gpi md phdng nhu*
Bang 1. Vdi mdi dieu kidn do kiem thy’c hien do vao cac gio khac nhau trong ngay,
trong vung cung cap dich vu; khoang thdi gian giO’a hai cudc goi md phdng lien tiep
xuat phat to cung mot thud bao chu gpi khdng nhd hon 30 s. Yeu cau ve vi tri do
kiem dope quy dinh tai Phu luc A.
Bang 1 - Sd lopng cuoc gpi tdi thieu

STT Cuoc gpi Didu kien do Sd lirprig cudc

gpi tdi thieu
1 Do trong nh& 400
Cuoc goi trong vung
2 Do ngoai troi tai cac vi tri co dinh 400
GSM/WCDMA
3 Do ngoai troi di dong 400
4 Do trong nha 400
Cu6c goi trong vung
5 Do ngoai troi tai cac vi tri co dinh 400
LTE
6 Do ngo3i trdi di dpng 400
7 Do trong nha 200
Cupc goi gioa vung
8 GSM/WCDMA va Do ngoai troi tai cac vi tri co dinh 200
yung LTE
9 Do ngoai troi di ddng 200

- Giam sat blng cac tinh nang san cd cua mang: So lupng cudc gpi lay mau toi thieu
la loan bp cudc gpi trong 7 ngay lien tiep.
2.1.3. Ty le cudc gpi bi ro’i
2.1.3.1. Dinh nghTa
Ty Ip cudc gpi bi roi la ty Ip (%) gioa sd cudc gpi bi roi tren tong so cudc gpi dupe
thiet lap thdnh edng.
2.1.3.2. Chi tieu
Ty Ip cudc gpi bj roi 2 %.
2.1.3.3. Phirtrng phap xac dinh
Vide xac dinh cd the ap dung mot trong hai hoac ket hop ca hai phoong phap sau:
- Md phdng cudc gpi: So lopng cupc gpi md phdng toi thieu la 3 000 cudc, phan bo
theo cac dieu kidn do kiem: do trong nha (toi thiiu 1 000 cudc); do ngoai troi tai cac
vj tri co d|nh (toi thieu 1 000 cupc); do ngoai troi di ddng (toi thieu 1 000 cudc). Doi
vd’i DNCCDV cd 2 vung cung cap dich vu, phan bo so lopng cudc gpi md phdng nho
Bang 1. Vd’i moi dieu kien do kiem thpc hipn do vao cac gid’ khac nhau trong ngay,
trong vung cung cap djeh vu; dp dai cudc gpi md phdng trong khoang to 60 s den
180 s; so cudc gpi md phdng cd dp dai to 60 s den 90 s phai dam bao toi thieu la 50
% tong so cupc gpi md phdng; khoang then gian gioa hai cudc gpi md phdng lien tiep
xuat phat to cung mot thue bao chu gpi khdng nhd hon 30 s. Yeu cau ve vj tri do
kiem dope quy dinh tai Phu luc A.
- Giam sat b^ng cac tinh nang sin cd cua mang: So lopng cudc gpi lay mdu tdi thieu
la toan bp cupc gpi trong 7 ngay lien tiep.

8
 I

QCVN 36:2022/BTm

2.1.4. ChSt lu’p’ng thoai

2.1.4.1. Dinh nghia
Ch^t lu’Q’ng thogi chi so tich hop cua cheit lipQ’ng truyen tieng noi tren kenh thogi
du’Q’C Xcic djnh blng cich tinh diem trung blnh vdi thang diem MOS tCr 1 den 5 theo
Khuyen nghj P.800 cua Lien minh Vi§n thong Thi gidi ITU.
2.1.4.2. Chitieu
Chat lu’Q’ng dich vy di^n thogi trung binh phai a 3,5 diem.
2.1.4.3. Phu’O’ng phap xac dinh
Phuong ph£p do mo phong. Phuong phip do thi/c hi^n theo Khuyen nghj ITU-T
P.863. So lup’ng cuqc gpi mo phong toi thieu la 3 000 cuqc, phan bo theo 3 dieu ki$n
do kiem: do trong nh3 (toi thieu 1 000 cu$c); do ngoii trd’i tgi c£c vj tri co djnh (toi
thieu 1 000 cuqc); do ngoai troi di dpng (toi thieu 1 000 cuqc). Doi vdi DNCCDV cd 2
vung cung cip dich vy, phan b6 s6 lup’ng cuqc gpi m6 phdng nhu Bang 1. Vdi m5i
dieu ki^n do ktem thyc hipn do vdo c£c gid* kh£c nhau trong ngdy, trong vung cung
cip dich vy; khoang thdi gian giua hai cuqc gpi mo phong lien tiep xuat phit tu cung
mpt thue bao chu gpi khong nhd hon 30 s. Yeu cau ve vi tri do kiem dupe quy dinh
tpi Phy lyc A.
2.1.5. Dq chinh xac ghi clpo’c
2.1.5.1. Ty le cuqc goi bi ghi cuac sai
2.1.5.1.1. Dinh nghia
Ty Ip cuqc gpi bi ghi cudc sai Id ty so gitta s6 cuqc gqi bj ghi cud’c sai tren tong so
cuqc gpi.
Cuqc gpi bi ghi cudc sai bao gom:
- Cuqc gpi ghi cudc nhung khong cd thi/c;
- Cuqc gpi cd thi/c nhung khong ghi cu6c;
- Cuqc gpi ghi sai si chu gpi vd/hoic so bj gpi;
- Cuqc gpi ma gid tri tuyet doi cua hipu so giua dQ ddi cuqc goi ghi cudc vd dp ddi
ddm thoai thyc Idn ho’n 1 s;
- Cuqc gpi dup’c ghi cudc c6 thdi gian bdt dau sai qud 9 s ve gia trj tuypt doi so vdi
thd'i diem thyc l£y theo dong ho chuan quoc gia.
2.1.5.1.2. Chitieu
Ty Ip cuqc gpi bj ghi cudc sai 0,1 %.
2.1.5.1.3. Phuo’ng phap xac dinh
Tdng so cu$c gpi lay mdu can thiet toi thieu Id 10 000 cuqc gpi. Vipc xdc dinh cd the
dp dyng mpt trong hai ho$c k6t hp’p ca hai phuong phdp sau:
- Mo phong cuqc gpi: Thyc hipn mo phong vdo cac gid* khac nhau trong ngdy, trong f
vung cung c&p dich vy vd theo cdc hudng npi mpng vd lien mang. Khoang each giua i

hai cuqc gqi md phdng lien.tiep xuStphdt tu cung mpt thue bao chu gpi khong nhd
hon 10 s. So cupogpi bid phdng cd'dp;ddi tip 1 s den 90 s toi thieu Id 60 % cua tong
so cuqc gpi mo phdng.
- Gidm sdt bdo hipu: Cdc^cupc goi lay mdu vdo cac gid’ khac nhau trong ngdy. Diem
dau noi mdy giarh sat bao hipu tpi cac tong ddi vd thyc hipn tren cac luong bdo hipu

9
QCVN 36:2022/BTTTT

boat dong binh thLFong hang ngay cua mang viin thong di dong mat dat va bao dam
khong lam anh hu’d’ng den boat dpng binh thuong cua mang.
2.1.5.2. Ty thai gian dam tho^i bi ghi cifo’c sai
2.1.5.2.1. Dinh nghTa
Ty le thoi gian dam bj ghi cu’dc sai la ty so ^itra tong gia tri tuyet doi thai gian ghi sai
cua cac cuoc goi bi ghi cird'c sai tren tong so thai gian cua cac cuoc goi.
2.1.5.2.2. Chi tieu
Ty l$ ghi cifo’c sai ve thdri gian d^m thoai <0,1 %.
2.1.5.2.3. PhtFO’ng phap xac dinh
Phu’O’ng phap xac dinh tiFang ty* nhir doi vdi chi tieu Ty le cuoc goi bi ghi cifo’c sai
(xem 2.1.5.1.3).
2.1.6. Ty le cuoc goi bi tinh cifo’c, lap hoa dan sai
2.1.6.1. Ty le cuoc goi bi tinh cifoc sai
2.1.6.1.1. Dinh nghTa
Ty le cuoc goi bi tinh cifoc sai la ty so giira so cuoc goi bi tinh cifo’c sai tren tong so
cuqc goi.

Cuoc goi bi tinh cirdc sai bao gom:

- Cuoc goi khontj co trong so li£u ghi cifo’c nhirng bi tinh cifo’c; •*
- Cuoc goi co trong so lieu ghi clfoc nhiFng khong diFgc tinh cifo’c;
- Cuoc goi sai so chu goi va/hogc so bi gqi so vdi so lieu ghi cifoc;
- Cuqc gpi sai ve thou gian b§t dau va/hoac thai gian ket thuc va/hoac do dai dam
thoai so vdi so lieu ghi ciFdc;
- Cuqc gQi ma tien ciFdc bi tinh sai.
2.1.6.1.2. Chi tieu
Ty le cuqc gQi bi tinh ciFdc sai < 0,01 %.
2.1.6.1.3. Phaang phap xac dinh
So sanh t6i thieu 10 000 cuoc goi du’Q’c tinh ciFdc vdi so lieu ghi ciFdc.
2.I.6.2. Ty le cuoc goi bi lap hoa dan sai
2.1.6.2.1. Dinh nghTa
Ty le cuoc goi bi lap hoa do’n sai la ty so giCra so cuoc goi bi lap hoa do,n sai tren
tong so cuoc goi.
Cuqc goi bi lap hoa dan sai bao gom:
- Cuqc goi co trong so lieu tinh cade nhang khong du’Q’c lap hoa dan;
- Cuoc goi khong co trong so lieu tinh cade nhang co trong hoa dan;
- Cuqc goi sai so chu goi va/hoac so bi goi so vdi so lieu tinh cade;
- Cuoc goi sai ve thdi gian b£t dau va/hoac thdi gian kit thuc va/hoac do dai dam
thoai sai so vdi so lieu tinh cade;
- Cuoc goi ma tien cade tren hoa dan bj ghi sai so vdi so lieu tinh cade.
2.1.6.2.2. Chi tieu

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 QCVN 36:2022/BTTTT

Ty cuqc gpi bj Igp ho£ don sai < 0,01 %.

2.1.6.2.3. Phu’crng phap x£c dinh
So sSnh toi thieu 10 000 cuqc gpi du’Q’C l$p ho£ don vdi so Iiqu tinh code.
2.2. Chi tieu chat Iwyng phuc vu
2.2.1. Dp kha dung cua dich vu
2.2.1.1. Dinh nghia
Dq kha dung cua dich vu (D) Id ty Ip thdi gian trong do mgng san sdng cung cap djeh
vu cho khach hang.

Tr
D = (1 - -^) x 100 %
Tr
trong d6: Tr: Thoi gian xdc dinh dp kha dung cua dich vu;
Tf: Thoi gian mgng cd si/ co thupc trach nhipm DNCCDV vd dope
tinh theo cong thu'c:
N r
Tf
i=1 -K i

N: Tong so• l^n xay ra sp co trong thoi gian xdc dinh dp kha dupg;
*
Ri: Tong so te bdo tgi thd’i diem xay ra sp co tho /;
n : So te bdo bi anh hirong trong sp co tho /;
tj : Thdi gian sp co tho /.
2.2.1.2. Chi tieu
Dq kha dung cua dich vu D > 99 %.
2.2.1.3. Phipong phap xac dinh
Thong ke todn bp cdc sp co trong thoi gian xdc dinh dp kha dung. Thd’i gian xdc djnh
dp kha dung toi thieu la 3 thdng lien tiep.
2.2.2. Khieu nai cua khach hang v£ chat lupng dich vu
2.2.2.1. Dinh nghia
Khieu npi cua khach hang ve chat lopng dich vu Id sp khdng hdi Idng cua khdeh
hang ve chat lopng dich vu dope bdo cho DNCCDV bdng vdn ban.
2.2.2.2. Chi tieu
Ty Ip khieu nai cua khdeh hang ve chat lopng dich vu < 0,25 khieu ngi/100 khach
hdng/3 thdng.
2.2.2.3. Phoo’ng phap xdc dinh
Thong ke todn bp so khieu ngi cua khdeh hang ve chat lopng dich vu trong khoang
thoi gian toi thieu la 3 thdng lien tiep.
2.2.3. Hdi am khidu nai cua khach hang
2.2.3.1. Dinh nghTa

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 QCVN 36:2022/BTTTT

Hoi Sm khi6u npi cua kh£ch hang la van ban cua DNCCDV thong bao cho khach
hang cd van ban khi&u npi ve vipc tiep nhpn va xem x6t giai quyet khieu nai.
2.2.3.2. Chi tieu
DNCCDV phai co van ban hoi am cho 100 % van ban khieu ngi cua khach hang
trong thdi hgn 2 ngay lam vipc ke tCr thdi diem tiep nh^n khieu ngi.
2.2.3.3. Phipcmg phap xac djnh
Thong ke toan bp van ban h6i am cho khach hang khieu nai ve chat lu’p’ng djch vy
trong thdi gian toi thieu la 3 thang lien ti6p.
2.2.4. Dich vy try3 giup khach hang
2.2.4.1. Dinh nghia
Djch vy trp’ giup khach hang la djch vy giai dap thic mac, Uf van, hipdng din sd
dyng, tiep nh^n yeu cau, cung cip thong tin lien quan cho khach hang ve djch vy
dipn thogi tren mang viin thong di dpng m^t dat.
2.2.4.2. Chi tieu
- Thdi gian cung cap djch vy try giup khach hang qua dipn thoai la 24h trong ngay.
- Ty Ip cupc gpi tdi djch vy trp* giup khach hang chiem mpch thanh cong, gdi yeu Cciu
ket noi d6n dipn thoai vien va nhgn du’p’c tin hipu tra Idi cua dien thogi vien trong
vdng 60 s £ 80 %.
2.2.4.3. Phipomg phap xac dinh
Vipc xac djnh cd the ap dyng mpt trong hai hoac ket hp’p ca hai phipong phap sau:
- Mo phong ho<ic gpi nhan cong: Thye hipn mo phong hope gpi nhan cong tdi dich vy
try giup khach hang, so cu$c gpi thu* toi thieu la 250 cupc gpi vao cac gid khac nhau
trong ngay.
- Giam sat bang thiet bi hoac b£ng tinh nang s£n cd cua mang: So liryng cupc gpi
lay miu toi thieu la toan bp cu$c gpi trong 7 ngay lien tiep.

3. QUY DINH V£ QUAN LY

3.1. Dich vy di$n thogi tren mgng vifn th6ng di dpng mSt dat thupc phgm vi quy djnh
tai 1.1 phai tuSn thu c£c quy dinh tpi Quy chuin nay.
3.2. Phirang ti^n do, thiet bi do: tucin thu quy djnh cua phSp lu£t do lu’d’ng.

4. TRACH NHlEM CUA TO CHU’C, cA nhAn

4.1. Doanh nghipp cung cap djch vy phai cong bo cho khcich hang ve vung cung cap
dich vy du,6,i dpng ban do s6. Yeu cau chung ve vung cung cap dich vu du’di dang
ban do so du’p’c quy djnh tai Phy lyc B.
4.2. Doanh nghipp cung cap dich vy phai dam bao chat lu’Q’ng dich vy dien thoai tren
mpng vjen thong di dpng mpt dat phu hp’p vdi Quy chuan nay, thi/c hien cong bo
chit lu’p’ng/lich vu va chiu sy3 kiem tra.cua co quan quan ly nha nude theo cac quy
dinh hipn hanh.
4.3. TrdchjnhiQm cy the cua Doanh nghjpp cung cap djch vy du'p’c quy dinh tai van
* bah quy pham’phcip iuat ve quahly cKat Id’p’ng djch vu viin thong cua Bp Thong tin
vaTruyen thong.

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 QCVN 36:2022/BTTTT

5. T6 CHITC THU’C HlEN

5.1. Cyc Vien thong Ccic Sa Thong tin Truyen thong c6 tr£ch nhi?m hiring dan,
to chuc then khai cong tec quan ly chat luQ’ng dich vy di?n thogi tren mgng vi§n
thong di dpng m^t dat theo Quy chuan nay.
5.2. Quy chuan n£y thay the QCVN 36:2015/Bi I l l Quy chuin ky thugt Quoc gia ve
chit lu’Q’ng dich vy di$n thogi tren mgng viin thdng di dpng m^t dat.
5.3. Trong trud’ng hop cic quy dinh neu tgi Quy chuan niy cd sy thay doi, bo sung
ho^c du’Q’c thay the thi thyc hi$n theo quy djnh tgi v3n ban mdi.
5.4. Trong qu£ trinh then khai thyc hi$n QUy chuan niy, neu cd van de phat sinh,
vadng mic, to chac Vci ca nhdn c6 lien quan phan inh bang vin ban ve Bq Thong
tin vi Truyen thong (Vy Khoa hpc vi Cong nghp) de du’Q’c huang din, giai quyet./.

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QCVN 36:2022/BTTTT

Phu luc A
(Quy dinh)
Yeu clu vd cac vi tri do kiem
i
I
Dieu kien do trong nha: Do kiem ben trong cac cong trinh cong c6ng, nhir: cang
h^ng khong, nha ga tau hoa, ben xe 6 to, benh vian, bao tang...
Di&u kien do ngoai troi tai cac vi tri c6 djnh: Do kiem tai cac diem tap trung
dong dan cir nhir khu vyc phu can: ben tau hoa, b6n xe 6 to, cho*, benh vien, cong
vien, di tich vSn hoa va danh lam thing canh...
Dieu kien do ngoai trd’i di dpng: Do kiem trong qua trinh luru thong tren cac
tuyen dirong quoc Io, lien tinh, lien huyen, cac tuyen diFong khu vijc tap trung dong
dan cu’...

14
 QCVN 36:2022/BTTTT

Phuc luc B
(Quy djnh)
Yeu cau chung v§ Vung cung c£p dich vy du’O’i dang ban do sd

Vung cung cap djch vy dirdi dgng ban do so lei cac Idp rieng bi?t du’Q’c nhung
tren nen ban do tryctuy^n Google Maps, Bing Map, Esri...
C£c Vung cung cap dich vy kh£c nhau phai dipyc the hien bang c«ic mau sic
khcic nhau vdi dp phcin giai toi thieu 100 m x 100 m va du’Q’c chu thich rd rang.
Vung cung cap dich vy dud’i dgng ban d6 so phai co tinh ndng phdng to, thu
nhd.

I
1

i
i

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QCVN 36:2022/BTTTT

Thu muc tai lieu tham khao

[1] ITU E.804 (02/2014) “QoS Aspects for Popular Services in Mobile Networks”
[2] ITU E.804.1 (10/2020) “Application guide for Recommendation ITU-T E.804 on
quality of service aspects for popular services in mobile networks”
[3] ITU-T G.1028 (06/2019) “End-to-end quality of service for voice over 4G mobile
networks”
[4] Handbook for the Collection of Administrative Data on Telecommunications/ICT,
the 2020 edition - ITU
[5] ETSI 102 250 (11/2019) Speech and multimedia Transmission Quality (STQ); ;
QoS aspects for popular services in mobile networks; ...... . j |
[6] ETSI TR 103 219 (04/2015) Speech and multimedia Transmission Quality (STQ);
Quality of Service aspects of voice communication in an LTE environment;
[7] GSMA IR 42 (07/2018) "Definition of Quality of Service parameters and their
computation”;
[8] QCVN 36: 2015/B i I l I “Quy chuan ky thuat qu6c gia ve chat lu’ong dich vu dien
thoai tren mgng vi§n thong di*dQng mgt d^t”.

16