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Radio Quality Assurance Scheme - Specific Guidance Note (RQAS SGN/C.06) Issue 2: May 1999 |
This SGN should be read in conjunction with the general guidance given in Part B of The Quality System Guide.
Where the Service Provider also acts as a Network Operator, or designs and develops mobile radio networks, or installs or maintains infrastructure, or provides equipment to the general public then separate Specific Guidance Notes apply to these activities.
This SGN relates to the operations of civil land mobile radio service providers. Firms successfully meeting the criteria of this guidance note will be registered as members of the RQAS under the registration:-
"RQAS SGN/C.06 Operations of Civil Land Mobile Radio Service Providers" (as identified in the certificate of registration).
For the purpose of this Specific Guidance Note the following definitions apply:-
"Service Providers"
The intermediaries between the Network Operator and the Subscribers, responsible for the direct commercial interface with the Subscriber. They may also be called "Accredited Retailers" on Cellular Networks."Subscriber Contract"
The agreement between any Subscriber and Service Provider defining the terms on which Network Service is provided."Subscriber Billing"
The issue of invoices to Subscribers by the Service Provider and the payment and any queries relating to them."Subscriber"
Normally the customer of the Service Provider who subscribes to the network service."Network Operator"
The operator licensed to provide a civil land mobile radio network."Network Services"
Includes all services provided and charges made by the Network Operator to the Service Provider for connection, subscription and calls via the network."Airtime/Network Tariff"
Includes all airtime, network and other value added services provided and any charges made by the Service Provider for connection, subscription, calls and services via the relevant network."Network Affecting Faults"
Those faults which would cause a service quality degradation to the Subscriber as a result of problems in the network. This excludes faults relating to the mobile equipment or its installation."Radio Units"
The mobile or fixed mobile radio equipment that conforms to appropriate type approvals for connection to licensed networks (the handset)."Radio Identification Codes (RlCs)"
The electronic identification unique to each radio pager embedded in the instrument and used for identification purposes.
NB: There may be more than one RIC per radio pager."Electronic Serial Numbers (ESNs)"
The electronic identification unique to each Radio Unit embedded in the instrument and used for identification purposes on the relevant network."Dealer"
Any separate business arranging the sale and contractual agreements on behalf of a Service Provider between it and the Subscriber.
There should be evidence of adequate technical and administrative support on:
Evidence should be available demonstrating adequate disbursement and control of information throughout the service provider's organisation. Any legal constraints affecting such information should be made available to appropriate departments in order that they may act accordingly. Any information held should be used in accordance with the Data Protection Act requirements.
Reference Documents
It is the responsibility of the quality system manager to ensure that the most up to date versions of specifications, codes of practice and other documents relevant to the service are followed and referenced in the firm's quality system. In particular, you will need to be aware of relevant MPT Specifications and Codes of Practice and ETSI Standards for the land mobile radio service, full details of which are published by the Radiocommunications Agency in three information sheets. Copies are available from the Radiocommunications Agency Library at the address given on the front page of this document:
- RA 108 List of Specifications for Land Mobile Radio Services (MPT 1300 series)
- RA 275 Status of Land Mobile Radio Specifications (MPT 1300 series)
- RA 279 List of ETSI Standards for Land Mobile Radio Services (ETSI 300 series)
The following document may also be relevant:
FCS Code of Practice for Electronic Serial Numbers. This document is available from the Federation of Communication Services Ltd, Keswick House, 207 Anerley Road, London SE20 8ER Tel: 0181 778 5656
Other Requirements
The service provider shall comply with OFTEL requirements as issued from time to time.
The service provider, in addition to retailing network services, will demonstrate that adequate resources are made available, with appropriate defined responsibilities, systems and procedures for:
- defining the terms and conditions of supply of network services to the subscriber. This must include the length of time the subscriber contract is in force and when charging begins;
- network service contract administration and billing;
- providing a subscriber contact point for billing enquiries;
- the registration and release of ESN's which should be available for dealers/subscribers. This must be based on the industry code of practice, (Cellular and Band III spectrum only);
- the control of serial numbers and RlCs, (Paging only);
- providing support for direct sales and/or dealer activities including the terms of and procedures for completing the subscriber contract;
- defining the scope of the dealer's business relationship with the service provider by a formal dealer agreement. Where there is no formal dealer agreement in place, there shall be evidence of progress towards such an agreement;
- providing appropriate information relating to network affecting faults and scheduled network maintenance to subscribers and dealers;
- assisting the subscriber/dealer with reported problems.
Supporting Subscriber Enquiries
The service provider should operate a system to process subscriber enquiries, staffed to provide this service in a timely, accurate and responsive manner.
Where relevant to the service provider, this system should cover, for example:
- subscriber information;
- billing and payment procedures;
- handset operation.
Subscriber complaint procedures will take into account the means of escalating any problems to the network operator(s).
Radiocommunications Quality Council
Enquiries about the RQAS should be addressed to:
The Secretary
Radiocommunications Quality Council
c/o Radiocommunications Agency
Wyndham House
189 Marsh Wall
London
E14 9SXTel: 020-7211 0193
Fax: 020-7211 0118
Copies of all RA publications can be obtained from:
The Library
Radiocommunications Agency
Wyndham House
189 Marsh Wall
London
E14 9SXTel: 020-7211 0502/0505 (24 hour answerphone)
Fax: 020 7-211 0507website: www.radio.gov.uk
This guide may be freely reproduced as a complete document except for sale or advertising purposes.
Published on behalf of the Radiocommunications Quality Council by the Radiocommunications Agency, an Executive Agency of the Department of Trade and Industry
RA 319
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