Covering Period: 1st January 2026 till 30th June 2026
Date of Publication: 2nd October 2026
Supply Time for Initial Connection (Fixed Services) | |
|---|---|
| Parameter | Result |
| The time by which the fastest 50% of orders are completed | 2 days |
| The time by which the fastest 95% of orders are completed | 17 days |
| The time by which the fastest 99% of orders are completed | 38 days |
| The percentage of orders completed by the date agreed with the customer | 95% | Where the percentage of orders completed by the date agreed with the customer is below 80%, the average number of days, for the late orders, by which the agreed date is exceeded | N/A days |
Fault Rate and Fault Repair Timeframes (Fixed Services) | |
|---|---|
| Parameter | Result |
| Fault rate per access line | 0.072 reports |
| The time by which the fastest 80% of valid faults on access lines are repaired | 48 hours |
| The time by which the fastest 95% of valid faults on access lines are repaired | 96 hours |
| The percentage of faults cleared any time stated as an objective by the service provider | 70 % |
Bill Correctness Complaints (Fixed and Mobile Services) | |
|---|---|
| Parameter | Result |
| The proportion of bills resulting in a customer complaint about the correctness of a given bill | 0.00629 % |
Customer Care Response Time (Fixed and Mobile Services) | |
|---|---|
| Parameter | Result |
| Mean time to answer calls | 53 seconds |
| Percentage of calls answered within 20 seconds. | 69 % |
| Operating hours of all customer care channels offered: | |
Customer Complaints Resolution Time (Fixed and Mobile Services) | |
|---|---|
| Parameter | Result |
| The time by which the fastest 80% of complaints have been resolved | 0.23 hours |
| The time by which the fastest 95% of complaints have been resolved | 0.23 hours |
| The percentage of complaints resolved any time stated as an objective by the service provider | 98 % |