Quality of Services

The Telecommunications and Post Regulatory Authority (TPRA) is dedicated to ensuring the quality of services provided to consumers. This commitment is reflected in the establishment and enforcement of rigorous standards to guarantee the efficiency and effectiveness of services. The Authority monitors the performance of service providers and evaluates service quality through various mechanisms, including field measurements, data analysis, and direct user feedback.

Through these efforts, the TPRA aims to enhance user experience, foster positive competition among service providers, and achieve customer satisfaction, ultimately contributing to the growth and prosperity of the sector. The Authority also seeks to stay aligned with global technological advancements and adopts international best practices to ensure the delivery of telecommunications and postal services that meet evolving market needs and rising consumer expectations.

The Telecommunications and Post Regulatory Authority (TPRA) works to ensure the technical performance of telecommunications networks by measuring and validating service quality and performance indicators for consumers. TPRA issues regulatory frameworks mandating that licensees adhere to established standards. In 2021, the TPRA issued an updated service quality regulation to monitor operators’ compliance with the guidelines and apply penalties if standards are not met. These measures aim to deliver highly efficient services that align with global quality standards.

Various tools for measurement and auditing have been implemented to encourage healthy competition among service providers and improve service quality for subscribers by publicly releasing comparative indicator reports.

Approved Assessment Methods:

Drive Test Systems:
Since 2011, the TPRA has deployed mobile field survey devices to sample radio signals from operators’ networks in designated routes and geographic areas at specific times. These samples are analyzed using specialized software to generate comparative reports that identify issues, helping to enhance network performance in surveyed areas.
Raw Data Collection and Analysis System from Operator Networks:
Since 2019, TPRA has operated a system for collecting and analyzing raw data directly from operators’ networks to monitor performance. This data is then analyzed to produce daily, weekly, and monthly reports that reflect each operator’s key performance indicators.
Quality Experience System (Quality App):
Introduced in 2019 and available on Google Play and Apple Store, this application measures service quality indicators based on user experience and generates quality reports. It allows users to test download speeds, check coverage, and submit and track service quality complaints.

The role of TPRA in post services is to ensure service quality by setting quality standards, measuring the performance of licensed entities, and providing recommendations for service enhancement.

Key activities of TPRA in this sector include:

Establishing standards and indicators to measure the quality of post services.
The Authority sets precise standards for measuring postal service quality, including delivery speed, loss rates, and damage rates, among other criteria.
Monitoring and assessing the Performance of Licensed Operators:
The Authority continuously monitors postal operators through field inspections, performance data reviews, and ensuring compliance with established quality standards.
Handling Consumer Complaints:
The Authority receives and addresses complaints related to postal services, ensuring fair and effective resolution of disputes between users and postal operators.
Conducting quality assessment tests for postal services.
These tests measure the time parcels take to reach their destination compared to established benchmarks. Methods such as sending numbered test parcels and tracking them through the system are employed to identify delays or bottlenecks. Insights from these tests help pinpoint weaknesses in the distribution network and guide plans to improve delivery speed.
Preparing reports and studies on the quality of postal services.
The Authority conducts in-depth studies as a cornerstone of its efforts to enhance postal service quality. These studies are not merely data collection exercises but strategic tools to diagnose weaknesses, identify areas for improvement, and develop effective development plans.