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REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 4 - 2011
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION
No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Service Performance
Parameter Standart Achievement in Quarter
4/20111 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0.48% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 100% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 100% (No Postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 100% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 3.11 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 89.4%
No Service Performance Parameter Standart Achievement
In Quarter
4/20111 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 99.79% Percentage of dropped calls ≤5% 0.16% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 2 - 2011
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION
No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Service Performance
Parameter Standart Achievement in Quarter
2/20111 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 100% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 100% (No Postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 100% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 2.87 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 85%
No Service Performance Parameter Standart Achievement
In Quarter
2/20111 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 99.56% Percentage of dropped calls ≤5% 0.44% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 1 - 2011
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Service Performance
Parameter Standart Achievement in Quarter
1/20111 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 100% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 0% (No Postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 99% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 3.91 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 87%
No Service Performance Parameter Standart Achievement
In Quarter
1/20111 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 100% Percentage of dropped calls ≤5% 0.33% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 4 - 2010
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Service Performance
Parameter Standart Achievement in Quarter
4/20101 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 100% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 0% (No Postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 97% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 4.52 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 87%
No Service Performance Parameter Standart Achievement
In Quarter
4/20101 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 99.0035% Percentage of dropped calls ≤5% 0.85% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 3 - 2010
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Kinerja Pelayanan Parameter Tolok Ukur Pencapaian Kwartal
3/20101 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 100% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 0% (No Postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 99% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 3.42 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 88%
No Service Performance Parameter Bench mark Achievement
In Quarter
3/20101 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 99.45% Percentage of dropped calls ≤5% 0.25% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 2 - 2010
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Kinerja Pelayanan Parameter Tolok Ukur Pencapaian Kwartal
2/20101 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 90% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 0% (No Postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 99% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 2.27 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 76%
No Service Performance Parameter Bench mark Achievement
In Quarter
3/20101 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 99.8% Percentage of dropped calls ≤5% 0.2% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100% Report of Ceria Prepaid Registration
Period Jun 30, 2010
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 1 - 2010
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Kinerja Pelayanan Parameter Tolok Ukur Pencapaian Kwartal
4/20081 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 91% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 100% Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 99% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 99% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 1 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 75%
No Service Performance Parameter Bench mark Achievement
In Quarter
3/20081 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 98.75% Percentage of dropped calls ≤5% 1.25% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 97.78%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
PT SAMPOERNA TELEKOMUNIKASI INDONESIA
QUARTER 4 - 2009
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Kinerja Pelayanan Parameter Tolok Ukur Pencapaian Kwartal
4/20081 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 98% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 100% Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 99.08% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 98.16% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 5.74 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 75%
No Service Performance Parameter Bench mark Achievement
In Quarter
3/20081 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 95.28% Percentage of dropped calls ≤5% 4.17% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 89.84% REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR
Quarter - 3 2009
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 13/PER/M.KOMINFO/04/2008)No
Service Performance
Parameter
Benchmark
Achievement
In Quarter 2/20091
Billing Performance Standard
Percentage of complaint on billing accuracy in one month
≤5%
0%
Percentage of complaint settlement on billing accuracy settled within 15 working days
≥90%
100%
Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days
≥90%
100%
2
Activation Request Fulfillment Standard
Percentage of post-paid activation request fulfillment within 5 working days
≥90%
100%
Percentage of pre-paid activation request fulfillment within 24 hours
≥98%
99.01%
3
Handling of General Customer Complaint
Percentage of handling of general customer complaint responded within a 12 month period
≤85%
99.44%
4
Standard of Service Disruption Report Level
Number of customer disruption reports for every 1000 customers
≤50
4.23
5
Standard of Service Level of Customer Service Call Center
Percentage of Call Center operator’s answer to customer call within 30 seconds
≥75%
86%
No
Service Performance
Parameter
Benchmark
Achievement
In Quarter 2/20091
Endpoint Service Availability Standard
Percentage of number of calls that are free of dropped calls and blocked calls
≥90%
99.64%
Percentage of dropped calls
≤5%
0.36 %
2
Short Messages Service Performance Standard
Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes
≥75%
86.67%
Ceria New Rate Base Tariff 2009
Referring announcement from DITJEN POSTEL No. 132/DJPT.3/KOMINFO/III/2008 about interconnection and rate base tariff 2008.
Ceria would like to inform as per 1 Sept 2009 we will implement new rate base tariff as follows:
Note :
- The above rate are non-inclusive VAT
- The above rate are implement per 1 Sept 2009
• REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULARMOBILE NETWORK•Quarter - 2 2009•(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)NoService PerformanceParameterBench markAchievementIn Quarter2/20091Endpoint Service Availability StandardPercentage of number of calls that are free of dropped calls and blocked calls≥90%97.33%Percentage of dropped calls≤5%4.7%2Short Messages Service Performance StandardPercentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes≥75%99.29%NoService PerformanceParameterBench markAchievementIn Quarter2/20091Billing Performance StandardPercentage of complaint on billing accuracy in one month≤5%0% (no complaint)Percentage of complaint settlement on billing accuracy settled within 15 working days≥90%100% (no complaint)Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days≥90%100% (no complaint)2Activation Request Fulfillment StandardPercentage of post-paid activation request fulfillment within 5 working days≥90%100% (no postpaid activation)Percentage of pre-paid activation request fulfillment within 24 hours≥98%99.72%3Handling of General Customer ComplaintPercentage of handling of general customer complaint responded within a 12 month period≤85%98.77%4Standard of Service Disruption Report LevelNumber of customer disruption reports for every 1000 customers≤503.125Standard of Service Level of Customer Service Call CenterPercentage of Call Center operator’s answer to customer call within 30 seconds≥75%75%REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
Quarter - 1 2009
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)
No Service Performance Parameter Bench mark Achievement
In Quarter
1/2009
1 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0% (no complaint) Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 100% (no complaint) Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 100% (no complaint) 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 100% (no postpaid activation) Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% (no postpaid activation) 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≤85% 96% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 1.66 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 78%
No Service Performance Parameter Bench mark Achievement
In Quarter
1/20091 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 95.61% Percentage of dropped calls ≤5% 4.35% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 92.00%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Service Performance Parameter Bench mark Achievement
In Quarter
3/2008
1 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 1.26% Percentage of complaint settlement on billing accuracy settled within 15 working days ≤90% 98.39% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≤90% 97.76% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≤90% 100% Percentage of pre-paid activation request fulfillment within 24 hours ≤98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≤85% 93.23% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 12 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≤75% 77.26%
No Service Performance Parameter Bench mark Achievement
In Quarter
3/20081 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≤90% 96.5% Percentage of dropped calls ≤5% 3.5% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100%
REPORT ON QUALITY STANDARD ACHIEVEMENT OF BASIC TELEPHONY SERVICE IN CELLULAR MOBILE NETWORK
(MINISTERIAL DECREE OF KOMINFO/MINISTRY OF COMMUNICATION AND INFORMATION No: 12/PER/M.KOMINFO/04/2008 dated 21 April 2008)No Service performance
Parameter Standart Achievement in Quarter
4/20081 Billing Performance Standard Percentage of complaint on billing accuracy in one month ≤5% 0.88% Percentage of complaint settlement on billing accuracy settled within 15 working days ≥90% 98.01% Percentage of complaint settlement of pre-paid charging accuracy settle within 15 days ≥90% 95.89% 2 Activation Request Fulfillment Standard Percentage of post-paid activation request fulfillment within 5 working days ≥90% 100% Percentage of pre-paid activation request fulfillment within 24 hours ≥98% 100% 3 Handling of General Customer Complaint Percentage of handling of general customer complaint responded within a 12 month period ≥85% 91.78% 4 Standard of Service Disruption Report Level Number of customer disruption reports for every 1000 customers ≤50 8 5 Standard of Service Level of Customer Service Call Center Percentage of Call Center operator’s answer to customer call within 30 seconds ≥75% 75.91% No Service Performance Parameter Standart Achievement
In Quarter
3/20081 Endpoint Service Availability Standard Percentage of number of calls that are free of dropped calls and blocked calls ≥90% 96.12% Percentage of dropped calls ≤5% 3.88% 2 Short Messages Service Performance Standard Percentage of number of successfully sent short messages with time interval between sending and receiving not more than 3 minutes ≥75% 100% 
