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Hong kong, china hkc001 1366731132

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  • 1. Speed of Internet Broadband Access - How can it be more transparent to consumers? APEC TEL 47, Bali, Indonesia 24 April 2013 Office of the Communications Authority Hong Kong, China 1
  • 2. Broadband Services Market in HK • Fixed Broadband Services    191 internet service providers (ISP) licensed as at March 2013 87% of households have choice of at least two access networks Five active/major fixed network operators providing fixed broadband services with xDSL, HFC, FTTB/FTTH technologies; and  access speed ranging from 1.5 Mbps to 1 Gbps  • Mobile Broadband Services  Five mobile network operators licensed to operate 15 networks at different frequency bands with GSM/EDGE, CDMA, UMTS/HSDPA and LTE technologies; and  access speed up to 80 Mbps  2
  • 3. Gaps in Broadband Services... • Consumer wants operators to provide –     Fair deal Reliable service at the “speed” claimed by operators More choices on service plans Good customer service (e.g. easy access of hotline) • Operator wants consumers to understand –    The performance of broadband services could be affected by many factors The correct interpretation of broadband “speed” Eye-catching wording /advertisement is just for drawing attention 3
  • 4. Our Policy • Maximizing the transparency to consumers     Disclosing the information regarding the availability of optical fibre-base networks Encouraging operators to publish their performance pledges Enhancing the transparency of service information Providing customers with tools to check the performance of service providers • Prohibiting misleading or deceptive practices   Section 7M of the Telecommunications Ordinance 5 cases established in 2012 with financial penalty ranging from HK$50,000 to 300,000 4
  • 5. Our Approach Transparency on Network Infrastructure • Introduced the registration scheme for buildings with optical fibre-based access in 2010 • Enable consumers to have information about the choice of optical fibre-based networks Transparency on Services Information • Introduced the publication of performance pledges by network operators in 2008 • Introduced Fair Usage Policy Guidelines in 2012 • Enable consumers to make better-informed choices Transparency on Actual Performance • Introduced speed test tools in 2010 • Enable consumers to check the actual performance of broadband services easily 5
  • 6. Buildings Registration Scheme - Objectives • Provide the public with information about the coverage of optical fibre networks   Enhance the transparency of optical fibre network rollout Promote further adoption of broadband services • Help consumers make better-informed choice of broadband operators • Encourage investment in broadband networks  Promote a wider coverage and a faster rollout of optical fibre networks 6
  • 7. Buildings Registration Scheme • Five major fixed broadband network operators have joined the scheme • Buildings are classified into either Fibre-To-The-Home (FTTH) or Fibre-To-The-Building (FTTB) • The registered buildings are entitled to use the relevant label to show their building class • A web-based map is developed for consumers to check the building class and the coverage of operators easily 7
  • 8. Buildings Registration Scheme Fibre-to-the-Building (FTTB) Local Exchange of Network Fibre-to-the-Home (FTTH) Local Exchange of Network Optical fibre Physical medium other than optical fibre 8
  • 9. Buildings Registration Scheme http://app1.ofca.gov.hk/apps/ubs/map.asp 9
  • 10. Performance Pledges by Operators - Objectives • Help consumers make better-informed choice of broadband service providers   Enhance transparency of the performance of service providers Increase customer satisfaction • Encourage competition among broadband service providers  Beauty contest - pressure on service providers to improve their service quality and reliability 10
  • 11. Performance Pledges by Operators • Five major fixed broadband providers have published their pledged performance since 2008 • All five mobile network operators have also published their pledged performance from 2010 • The performance pledges cover     Network reliability; Service restoration time; Technical performance; and Customer hotline performance and complaint handling. • Publication of the actual performance against their published pledges quarterly 11
  • 12. Publication of Performance Pledges http://www.ofca.gov.hk/en/consumer_focus/fixed_telecom/performance_pledges/index.html 12
  • 13. • Performance pledges published by a FNO • Performance pledges published by a MNO 13
  • 14. Fair Usage Policy Guidelines - Objectives • Enhance the transparency of service information to facilitate better informed consumer choices   Enhance the transparency of FUP and the relevant terms and conditions Reduce the unnecessary disputes regarding the “unlimited” usage plans • Provide guidance to broadband service providers on how they may implement FUP  Ensure a uniform application of FUP 14
  • 15. Fair Usage Policy Guidelines • After 3 rounds of consultation, the Guidelines were issued on 9 November 2011 • Mandatory guidelines for both fixed and mobile broadband services providers • All service providers have to conform to the Guidelines for all their sales and promotional activities and all their service contracts established after 13 February 2012 15
  • 16. Fair Usage Policy Guidelines Principle 1 – Application of FUP Principle 2 – Transparency of FUP for local data services Principle 3 – Potential customers duly informed at the point of sales Principle 4 – Restrictive measures must be reasonable and proportionate Principle 5 – Service providers to give sufficient notice to customers before varying unilaterally the salient terms specified in the FUP Principle 6 – FUP shall not be intermixed with provisions not related to fair use Principle 7 – Service providers to provide advance notice to customers with excessive usage before triggering FUP 16
  • 17. Speed Test Tools for Consumers - Objectives • Consumers can easily check the speed of their broadband services   Enhance transparency of broadband speed provided by broadband operators Check whether the performance of operators meet the service pledges • Encourage competition among broadband service providers  Driving force on service providers to maintain their service quality and network reliability 17
  • 18. Speed Test Tools for Consumers • Speed Test Website for fixed broadband   Two test options optimized for different broadband speed: below 100 Mbps and 100 – 300 Mbps measure download speed, upload speed, network latency, packet loss and jitter • Speed Test Mobile App for mobile broadband   support iOS and Android platforms measure download speed, upload speed and network latency 18
  • 19. Network Configuration Speed test servers (Red Hat Enterprise Linux 5 with Apache) http://speedtest.ofca.gov.hk Monitoring and management reporting platforms Fixed broadband users Internet mobile broadband users HKIX* Internet Operations * HKIX is the hub for intra-Hong Kong Internet traffic and it connects to all major fixed and mobile Internet service providers with high capacity broadband circuits 19
  • 20. Speed Test Website http://speedtest.ofca.gov.hk/index.html 20
  • 21. Speed Test Website - Test Result 21
  • 22. Speed Test Mobile App iOS Android 22
  • 23. Speed Test Mobile App - Test iOS Android 23
  • 24. Speed Test Mobile App – Test Result Test Results Individual Test Result 24
  • 25. Thank You! CA’s website: www.coms-auth.hk OFCA’s website : www.ofca.gov.hk 25