Performance Pledges

We are committed to providing customers with the highest possible levels of service quality and customer satisfaction. This performance target sets out the standard of service that we aim to deliver to customers. The actual performance will be measured and published on a quarterly basis

 

Items Target

Q3 2022

Result

Mobile Network Services Performance
1 Network Coverage    
a 3G Outdoor 99.00% 100.00%
b 4G Outdoor  (LTE-FDD) 99.00% 100.00%
2 Voice Quality    
a Drop Line < 1.00% 0.13%
b Connectivity 99.00% 99.96%
3 Average Data Upload/ Download Speed    
a 3G Upload Speed >1.5Mbps 2.3Mbps
b 3G Download Speed >3Mbps 10.9Mbps
c 4G Upload Speed >7Mbps 49.9Mbps
d 4G Download Speed >15Mbps 190.8Mbps
4 Network Reliability    
a Base Station >99% 99.99%
b Mobile Core Network >99.99% 100%
Internet Network Services Performance
5 Internet network reliability    
a Core network equipment availability 99.99% 100.00%
b Access network equipment availability 99.95% 100.00%
6 Average download / upload speeds on the local Internet  Not less than 80% of the speed offered by service plan   
a Home Internet Service Plans 150M
(150M / 150M)
 >80%  100.00%
b Home Internet Service Plans 300M
(300M / 300M)
 >80%  100.00%
c Home Internet Service Plans 600M
(600M / 600M)
 >80%   100.00%
d Home Internet Service Plans 1G
(1G / 1G)
 >80%  100.00%
7 Network Latency

   
a - www.google.com 20 ms 1 ms
b - www.facebook.com 20 ms 5 ms
c - hk.yahoo.com 70 ms 6 ms
d - www.youku.com 65 ms 5 ms
e - www.taobao.com 25 ms 1 ms
f - www.yahoo.co.jp (Japan) 90 ms 56 ms
g - www.mobile01.com (Taiwan) 55 ms 8 ms
h - mail.163.com (China) 90 ms 12 ms
i - www.usa.com (USA) 250 ms 229 ms
j - www.discuss.com.hk (Hong Kong) 30 ms 8 ms
Customer Services Performance
8 Bill Complaint Handling

95% cases will be processed

within 5 working days

100%
9 Service Quality Complaint Handling

95% cases will be processed

within 5 working days

100%
10 Hotline Enquiry Answered Rate  90% 93%

 

Remarks:

1. This service pledge does not apply to the period of unexpected incidents (e.g. system outage and typhoon) or during the launch of large-scale campaigns.  
2. General complaints do not include scenarios where the relevant customer is not reachable or when the information and/or supporting documents provided by the customer are insufficient to carry out trouble-shooting and testing. General complaints also do not include cases which require on-site testing or joint testing with other service providers or contractors be carried out.  
3. The actual service performance is measured during busy hours at major public areas in Macao.   
4. The actual measurements are dependent on many factors and targets / pledges may not be achieved, including but not limited to network configuration, coverage, traffic conditions, user device and location, and conditions of external application servers.  
5. Possible factors causing a difference of speed test result;  
     - Amount of traffic on the shared Internet during the test period;  
     -  Processing speeds and capacity of servers and routers hosting the speed test application;  
     -  Operating system, web browser and version of Flash Player on the device;  
     - System configurations of the device, including type of CPU, amount of RAM, speed of hard disk drive;   
     - Performance of the broadband router the device is connected to;  
     - Actual capacity of the traffic may subject to the cost of Data Transmission Protocol or any other factors.  
6. Speed test is carried out from an Ethernet cable on your broadband modem to CTM Internet Exchange Center (namely local connection)  
7. Network latency means the round-trip delay time when ICMP reply request generated from the computer and obtained from the target server. The website selected for Network Latency test is for reference only.   
8. This service pledge does not apply to: (a) any of the scheduled service suspension; (b) any of unexpected incidents of the system; (c) any incident incurred in relation to any force majeure events including disaster, war, storm, adverse weather condition, fire, explosion, or any technical problem beyond the control of CTM.