Colombia. Communicating to the user the quality of the service delivered by the different operators, and encouraging the deployment of new technologies, are two of the novelties of the New Quality Regime in Telecommunications Services issued by the Communications Regulation Commission, CRC.
The new Regime defines the methodology for the CRC to carry out the quality measurement from the experience of the users and disseminate its results.
The updating of the Quality Regime benefits users of telecommunications services who from now on will have specific information on the conditions and quality of the services provided in their regions, important data for decision-making regarding the contracting of telecommunications services. Users will also enjoy improvements in the fixed and mobile services they receive.
Additionally, the geographical and demographic reality of the country, and the operation of the networks, is recognized by defining specific conditions for those areas of difficult access or in which technologies that are not efficient are used, allowing providers of telecommunications networks and services to direct all their operational efforts in the deployment of networks of new technologies and thus in the improvement of their services.
The CRC also defines the necessary conditions so that, once the areas where the provision of the service is deficient have been identified, the providers of telecommunications networks and services focus their technical and operational resources on correcting their deficiencies, in order to guarantee a service with high levels of quality.
The previous quality regime, which was in force since 2011, focused on identifying the failures of operators, now, with this update, efforts are focused on knowing the user experience and facilitating the conditions for operators to improve the quality of their services.
The final document, which took into account the observations of different agents of the sector, was the result of several working groups with the industry where additional elements of information were obtained, which supported the adjustments and modifications to the text, through Resolution CRC 5078 of 2016.
Those interested can consult the new Quality Regime on the website of the entity: www.crcom.gov.co
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