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Quality and Service Charter

The Wind Service Charter

The Service Charter is a transparency tool created by Wind to protect their Customers. It is designed to inform Customers of their rights and Wind’s commitment to quality in the services we provide, constantly improving quality standards and the contact methods available. WIND uses this tool to comply with, among others, the quality standards for telecommunications service charters established by the Italian Communications Authority in resolutions 78/02/CONS, 179/03/CSP, 254/04/CSP,104/05/CSP, 131/06/CSP, with the new resolution 154/12/CONS, 79/09/CSP and 244/08/CSP. For any information relating to contracts or other aspects not covered by this Charter, please refer to our General Terms and Conditions.

SERVICE CHARTER 

Quality indicators for Fixed Line Communications

In resolution 254/04/CSP, the Italian Communications Authority has set down specific quality and service charter standards for fixed line communications, with which electronic communications service providers are required to comply in order to ensure that final users have access to complete, comparable and easy-to-consult information.

ATTACHMENT 1

Quality indicators for Mobile Communications

In resolution 154/12/CONS, the Italian Communications Authority has set down specific quality and service charter standards for mobile and personal communications, with which electronic communications service providers are required to comply in order to ensure that final users have access to complete, comparable and easy-to-consult information.

ATTACHMENT 2

Quality indicators for Fixed Line Internet Communications

In resolution 131/06/CSP and resolution 244/08/CSP, the Italian Communications Authority has set down specific quality and service charter standards for Internet access from fixed lines, with which electronic communications service providers are required to comply in order to ensure that final users have access to complete, comparable and easy-to-consult information.

ATTACHMENT 3

Quality indicators for telephone contact services (Call centres) in the electronic communications sector

In resolution 79/09/CSP, the Italian Communications Authority has established the standards and rules to be applied by operators when providing telephone contact services, in order to guarantee that the services offered meet adequate quality standards.

ATTACHMENT 4

Service Characteristics

In resolution 154/12/CONS, the Italian Communications Authority has established specific standards and criteria for quality and service charters for mobile and personal communications services, in order to ensure that final users have access to complete, comparable and easy-to-consult information.

ATTACHMENT 5

 

Quality of service data of the mobile network 
With the resolution 154/12/CONS, the Italian national regulatory Authority has established the process of the data collection and evaluation of the quality of service as to large-band data link for mobile networks, based on on-field campaigns (i.e. drive tests). The first campaign was carried out by Fondazione Ugo Bordoni on behalf of the Italian national regulatory Authority during the first semester of 2013. The results of the campaign are detailed in the file annexed.

ALLEGATO 6