12/22/2011

Fixed Telephony Quality

Fixed Tel. Quality Complaints Performance Historical Data

In this page: Index for Attendance Performance (IDA) to customers considering the requests sent to Anatel's Attendance Center.

New index to measure the quality in the user attendance

Anatel adopted in January 3rd, 2009, this new model in order to measure performance. The operators start with 100 points and lose points according to deviations in relation to its performance targets. The index considers the operator's capacity to attend demands in a five days dead line. The better the performance is, the higher is the index.

 

 

Performance in the Fixed Telephony Attendance: Local (2011)

 

The following presents the performance ranking in users attendance.

 

 

Operators	2011
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct
GVT	95.0	90.5	88.9	97.6	96.4	92.1	97.9	90.5	97.9	94.3
Brasil Telecom	91.1	91.2	91.1	93.7	83.9	92.8	92.6	85.5	89.2	90.6
Telefônica	62.8	58.3	67.7	73.6	70.6	79.2	83.0	80.1	83.4	80.4
Embratel	68.8	73.2	63.0	72.0	57.8	62.2	60.7	64.6	71.9	78.6
Oi	79.2	75.9	71.1	75.8	67.7	72.6	75.1	72.2	79.8	78.3
TIM	13.4	47.5	37.5	52.7	41.6	50.4	56.1	40.2	48.7	35.9
CTBC Telecom	97.1	91.9	92.1	97.1	92.3	95.7	94.8	98.2	100.0	97.8
Intelig	78.3	100.0	94.9	100.0	84.5	76.0	93.4	76.1	86.3	94.5
Sercomtel	92.8	100.0	100.0	100.0	100.0	100.0	100.0	100.0	92.9	94.4

 

 

Performance in the Fixed Telephony Attendance: Local (2010)

 

The following presents the performance ranking in users attendance.

 

Operators	2010
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
GVT	95.3	98.9	95.4	95.7	96.1	95.5	97.8	99.4	99.5	100	100	100
Brasil Telecom	89.3	94.5	82.0	85.6	85.5	87.9	84.9	87.5	89.5	91.4	92.1	93.7
Oi	89.7	93.0	77.0	72.4	75.0	80.9	82.2	87.0	89.0	89.6	89.8	87.3
Embratel	81.1	83.7	79.7	84.3	81.2	84.1	83.5	83.4	84.0	83.8	82.3	82.6
Telefônica	74.8	73.0	73.3	79.5	81.4	85.5	83.3	82.7	82.1	81.5	83.6	76.5
TIM	38.4	46.3	31.7	45.8	42.4	49.0	36.3	44.6	100	49.1	39.4	30.9
Intelig	100	100	100	100	100	100	100	100	88.9	100	100	100
CTBC Telecom	100	100	100	100	100	100	100	98.3	97.1	97.9	97.8	99.5
Sercomtel	91.7	100	100	100	100	91.3	100	100	100	100	100	89.5

 

 

Performance in the Fixed Telephony Attendance - Local (2009)

 

Operators	2009
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Intelig	100	100	92,9	100	100	100	100	100	100	100	100	100
CTBC	98.3	100	100	100	100	100	100	93.7	100	94.7	100	100
GVT	73.4	78.0	50.6	70.3	81.8	86.2	88.7	82.0	79.2	85.9	91.7	95.0
Oi	85.0	82.7	74.8	80.8	76.1	76.8	81.5	89.1	88.8	94.8	95.1	93.6
Sercomtel	100	100	100	100	100	100	88.5	100	100	100	100	93.6
Brasil Telecom	80.3	73.9	68.5	64.3	63.2	66.8	65.4	68.7	71.6	75.9	83.5	88.0
Telefônica	57.2	48.7	39.3	47.8	43.7	44.6	54.9	64.4	71.1	75.7	84.3	81.4
Embratel	61.3	63.4	51.6	60.0	63.7	66.6	73.4	76.3	76.4	80.2	82.1	80.9
TIM	15.9	15.4	0.0	0.0	4.5	18.1	10.6	20.3	34.6	47.9	48.1	42.9

 

 

 

Performance in the Fixed Telephony Attendance: Long Distance - National (2011)

 

The following presents the performance ranking in users attendance.

 

Operators	2011
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct
Brasil Telecom	85.4	95.0	100.0	100.0	100.0	100.0	100.0	97.9	100.0	100.0
Telefônica	99.0	99.3	99.7	100.0	100.0	100.0	100.0	100.0	100.0	99.0
Embratel Telecom	100.0	100.0	85.5	100.0	97.7	96.7	88.0	90.9	84.9	97.7
Oi	97.0	96.0	95.3	93.7	89.7	93.0	91.0	87.7	92.0	92.0
GVT	100.0	100.0	76.0	86.8	100.0	83.6	78.7	72.7	71.1	84.9
Sercomtel	65.7	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0	100.0
CTBC Telecom	94.3	100.0	100.0	100.0	100.0	92.3	100.0	100.0	100.0	100.0
Intelig	90.8	90.6	89.2	93.2	80.1	91.3	90.8	84.3	93.8	84.6

 

 

Performance in the Fixed Telephony Attendance: Long Distance - National (2010)

 

The following presents the performance ranking in users attendance.

 

Operators	2010
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Embratel Telecom	85.8	100	100	100	100	94.3	100	100	94.3	100	100	100
Brasil Telecom	87.3	100	100	100	87.8	94.2	100	91.7	100	100	100	100
Telefônica	86.0	100	90.3	81.3	78.0	88.3	89.8	93.3	93.3	95.3	99.3	99.7
Oi	85.4	88.7	88.7	94.6	88.5	98.7	99.0	97.7	96.3	98.0	99.0	99.7
GVT	100	83.3	100	100	94.4	92.9	88.1	100	91.7	100	92.3	87.5
Sercomtel	100	100	100	100	50.0	100	97.0	60.4	100	100	100	100
CTBC Telecom	100	74.1	100	100	100	100	100	100	100	100	99.0	100
Intelig	100	90.2	83.3	94.4	100	92.9	94.4	100	83.9	98.0	93.9	100

 

 

Performance in the Fixed Telephony Attendance - Long Distance - National (2009)

 

Operators	2009
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
CTBC	71.6	89.6	96.2	100	100	100	100	100	100	100	100	100
Oi	99.4	100	95.8	98.1	82.6	97.7	89.3	89.2	86.5	87.1	92.1	98.0
Brasil Telecom	77.0	93.1	87.5	72.5	66.1	78.5	75.1	77.4	81.6	84.9	89.9	97.9
Telefônica	62.8	62.3	64.9	69.9	59.9	61.2	66.9	72.5	78.2	82.3	85.7	95.0
GVT	86.0	76.2	79.7	74.7	75.9	83.8	89.6	83.4	88.9	97.7	91.2	90.9
Intelig	46.6	0.0	35.4	69.8	78.2	81.5	75.9	87.3	91.2	89.8	96.3	90.0
Embratel	72.8	76.8	77.5	88.2	83.4	93.2	87.2	86.0	100	87.4	86.7	88.4
Sercomtel	100	100	100	100	100	100	100	100	100	61.1	100	77.5

 

 

Targets

 

	Fixed Telephony - Local		Fixed Telephony - Long Distance (national)
	Historical Average	Target	Historical Average	Target
Index of complaint	0.726/1000 accesses	0.400/1000 accesses	0.047/1000 charging documents	0.030/1000 charging documents
Recidivism	11%	10%	11%	10%
Pendency	3%	2%	3%	2%
Solved in the term	72%	82%	72%	82%

 

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