Radio Quality Assurance Scheme - Specific Guidance Note (RQAS SGN/C.07) Issue 2: May 1999

This Specific Guidance Note relates to the administration and management of general hire and Short Term Hire of Civil Land Mobile Radio Equipment.

This SGN should be read in conjunction with the general guidance given in Part B of The Quality System Guide.

Where the Hirer also acts as a Service Provider, Dealer, Installer or Maintainer of CLMR equipment, then separate Specific Guidance Notes apply to these activities.

Scope of Registration

This SGN relates to the administration and management of general hire and Short Term Hire of civil land mobile radio equipment. Firms successfully meeting the criteria of this guidance note will be registered as members of the RQAS under the registration:

"RQAS SGN/C.07 General Hire and/or Short Term Hire of Civil Land Mobile Radio Equipment" (as identified in the certificate of registration).

Note: The scope does not cover hire of equipment to marine or aeronautical frequencies.

Definitions

For the purpose of this Specific Guidance Note the following definitions apply:-

"Equipment"
A licensed Short Term Hire radio station (STH only) or type approved CLMR terminal equipment, eg cellular telephone, radio pager, etc.

"Customer"
The organisation which is receiving a product or service from the supplier

"Service"
As stated in the scope of registration.

Short Term Hire (STH) is a facility whereby a group of radio channels in the Private Mobile Radio bands is made available specifically for licensees in the radio trade who wish to hire to customers who do not have an on-going need for radio and wish to hire as opposed to purchase for short periods of less than one year.

General Hire is a facility whereby CLMR equipment, for which the hirer (the Supplier) is the Subscriber to the appropriate Network Services, is rented out to the Customer for an agreed period of time.

"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. Network Operators may also act as Service Providers where their licence permits.

"Subscriber"
Normally the Customer of the Service provider or Dealer who subscribes to the Network Services. For General Hire this would be the Supplier (see below).

"Network Operator"
The operator licensed to provide a civil land mobile radio network.

"Dealer"
An organisation (including retail outlets) responsible for the sale of CLMR equipment or services, usually as a further intermediary between the Service Provider and the Subscriber.

"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.

"Supplier"
The organisation which provides the product by a process which satisfies the requirements of the quality management system (ie the organisation seeking registration). The Supplier may also be a Dealer, Service Provider or Network Operator.

Figure 1

Regulatory and commercial relationships as defined for STH only:

Figure 2

Commercial relationships as defined as General Hire only:

Management Respnsibility (Clause 4.1)

Responsibility and authority

To achieve stated policy objectives, there needs to be a structured organisation with established levels of responsibility, authority and inter-relationships. This structure should include personnel who control the stage by stage processing such as:

• supporting customer enquiries;
• administering equipment hire;
• providing regulatory and informatory literature to customers;
• Radiocommunications Agency notification (STH Schedule A frequencies only):
• equipment pre-delivery inspection and test;
• installation of equipment (if applicable);
• stock control;
• supporting current hire equipment;
• technical support;
• return of hire equipment;
• invoicing or billing the customer.

Process Control (Clause 4.9)

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 documents may also be relevant:

Code of Practice for Short Term Hire of Mobile Radio Equipment. This document is available from the Federation of Communication Services Ltd, Keswick House, 207 Anerley Road, London SE20 8ER. Tel: 0181 778 5656

EN 100015-1:1992 - Protection of electrostatic sensitive devices. This document is available from BSI Sales Department, Linford Wood, Milton Keynes, MK14 6LE. Tel: 01908 221166

Intrinsically safe procedures. This document is available from the British Approvals Service for Electrical Equipment in Flammable Atmospheres (BASEEFA), Harper Hill, Buxton, Derbyshire, SK17 9JN. Tel: 01298 26211

Written procedures and work instructions

Written procedures or work instructions at each stage of the process should be employed as useful tools necessary for the successful control of the Service.

Typically these procedures should cover:

1. Supporting Customer Enquiries

The Supplier should operate a system for the processing of customer enquiries, employing competent staff, advising customers on:

1. licensing information relating to the CLMR and/or STH requirements;
2. technical factors pertinent to the customer requirements, such as the suitability of equipment offered, effective operating range and operational limitations;
3. billing queries.

2. Administration of Equipment Hire

The Supplier should have a procedure designed for the purpose of providing radiocommunication equipment and associated accessories for hire by its customers. It may be advantageous that these procedures be segregated from those necessary for conducting other business activities in which the company may be engaged, such as the sale of similar equipment.

Procedures should include:

1. recording the customer details, including the type and quantity of equipment involved;
2. ensuring that stock is made available on the date required by the customer;
3. ensuring that any applicable radio regulatory conditions are adhered to;
4. informing the customer of the hire charges applicable. This should include a clear, written description of how any Network Service charges will be determined and presented to the customer (eg for hire of cellular equipment this should include the length and cost of each billing unit for calls made. The billing should be based on network-originated call metering and not handset-originated);
5. monitoring the progress of each contract to ensure it is not extended beyond the maximum approved hire period as stipulated by any appropriate regulatory authority (STH only);
6. informing the local office of the Radiocommunications Agency of completed contracts, where the completion date varies from that originally notified (STH Schedule A frequencies only);
7. logging customer complaints and recording corrective action taken;

3. Radiocommunications Agency Notification Procedures (STH only)

There is a legal obligation for STH firms using Schedule A frequencies to inform the nominated local office of the Radiocommunications Agency of a hire contract as specified in the current Wireless Telegraphy Act licence. This requirement does not apply to Schedule B frequencies. However, STH firms licensed to use Schedule B frequencies must maintain records of all hire contracts involving the use of those frequencies and have those records available for inspection on demand by the Radiocommunications Agency. In addition, it would be helpful if proposed use of Schedule B frequencies were also notified in the case of major sporting events (see below).

When it is known, or is reasonable to assume, that several PMR Short Term Hire (STH) licensees are supplying equipment for use at a single location (e.g. national sporting event), special arrangements should be sought in advance with the RA Local Office Manager responsible for the location in which the event takes place. This is to enable them to co-ordinate frequencies and call signs. It should be noted that the RA Local Officers may, temporarily, prevent further use of one or more of the STH frequencies in a given area if channel loading becomes excessive. An up to date list of RA Local Offices, together with their fax numbers is included in document RA 206 which can be obtained from the RA Library at the address given on the front page of this document.

4. Installation of Equipment

All installations of mobile radio equipment should comply with any relevant specification, code of practice and manufacturer's guidelines. On no account should WT, safety or other legislation be contravened in any installation of mobile radio equipment.

5. Technical Back-up

The hirer should be able to demonstrate a level of technical support to its customers commensurate with the range of equipment and facilities which it offers. Technical support does not need to be immediately available in-house but, if not, firms should have proper sub-contract arrangements in place. All work should be carried out by competent staff according to best practices within the LMR industry and relevant specifications.

Maintenance of equipment should be supported by access to an adequate level of spare parts and/or replacement items successfully maintained for such eventualities.

6. Repair, Maintenance and Back-up Stock

In the event of faulty equipment being returned by the customer, the hirer should (taking into account contractual obligations):

1. check returned equipment for physical damage and assess for:
   return to service if no fault found;
   immediate repair and return;
   replacement;
2. amend the customer record to reflect any change of equipment;
3. enter faulty items suitably labelled into a segregated repair area;
4. maintain sufficient stock levels to support current hire equipment with replacement units to meet foreseeable workloads.

Any STH firm which offers any remote base and vehicle units for hire should have access to on-site maintenance and repair facilities to support customers as necessary (STH only).

7. Return of Hire Equipment

When equipment is returned, the hirer should have procedures for:

1. booking in returned equipment;
2. checking equipment for physical damage;
3. noting discrepancies;
4. informing customers of any discrepancies;
5. entering damaged equipment into an appropriate segregated storage area having clearly labelled the equipment as to the nature of the need for repair;
6. return to stock of hire equipment;

Inspection and Testing (Clause 4.10)

Equipment Pre-delivery Inspection and Test

The supplier should have inspection and test procedures to ensure that all the equipment provided to its customers for hire meets relevant specification and regulatory requirements.

The hirer should have, as a minimum, the capability, either in-house or through a sub-contractor, to periodically verify that the equipment offered for hire is operating within the terms of its type approval and any STH licence and is fit for the purpose for which it is offered. For STH and Cellular equipment only, that minimum capability should consist of testing to ensure the compliance and/or accuracy (as applicable) of:

• transmit power;
• transmit frequency;
• transmit deviation;
• receive frequency;
• receive sensitivity;
• CTCSS tones (STH only).

An inspection procedure should be included prior to the equipment being despatched and again on return to ensure that:

1. the equipment provided for hire is in a mechanically and electrically sound condition. This will include an equipment check and, where possible, involve over-air testing of the equipment;
2. all the required accessories and ancillary items as detailed on the hire contract, such as battery chargers, spare batteries, remote microphones, mains power units and antennas are supplied as required;
3. supporting contract documentation is made available and that equipment is uniquely identified.

Where a sub-contractor is used for maintenance of hired equipment, then documentary evidence of inspection and test should be obtained.

Control of Non-Conforming Product (Clause 4.1 3)

The supplier should establish and maintain procedures for the control of a non-conforming product in accordance with this clause of The Standard.

Non-conformances relating to hiring may take the form of:

intrinsically safe equipment which fails to meet the full requirements laid down by the appropriate authorisation body (ie does not conform to the laid down intrinsically safe specification);

1. equipment which does not conform to the terms of a STH licence condition;
2. equipment which is not type approved;
3. temporary installations which through necessity for safety and/or at a customer's request do not conform with relevant specifications;
4. hired equipment not returned to the hirer by the agreed date due to loss or theft.

Procedures for lost or stolen stock should also consider:

1. status of the equipment being recorded in the customer file and the appropriate commercial and legal action being taken;
2. in the event of lost or stolen STH equipment the STH firm should inform the local office of the Radiocommunications Agency of the details.

STH firms should not dispose of ex-STH equipment without erasing or removing the frequency setting elements and licence numbers.

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Further Information

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 9SX

Tel: 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 9SX

Tel: 020-7211 0502/0505 (24 hour answerphone)
Fax: 020 7-211 0507

website: 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

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