The Electronic and Postal Communications (Quality of Service) (Amendment) Regulations, 2025 and shall be read as one with the Electronic and Postal Communications

1. These Regulations may be cited as the Electronic (Quality Of Service) and Postal Communications (Amendment) Regulations, 2025 and shall be read as one with the Electronic and Postal Communications (Quality of Service) Regulations, 2018 hereinafter referred to as the “principal Regulations”.

2. The principal Regulations are amended in regulation 3 by- deleting the definitions of terms “network availability”, “ping round trip time” and “postal services” and substituting for them with the following: (a) deleting the definition of the term “ping round trip time”; (b) deleting the definitions of the terms “network availability” and “postal service” and substituting for them the following: ““network availability” means the duration of time in which network resources are available to the consumer over a specific period or percentage of communication services available time, to total time, in a generic observation period; “postal service’’ means conventional postal, hybrid postal and couriers’ services;”. (c) inserting in its appropriate alphabetical order the following definition: 1 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) “latency” means the time required for a packet to travel from a source to a destination and back, and it is used to measure the delay on a network at a given time; for this measurement, the service must have already been established;

3. The principal Regulations are amended by deleting regulation 5 and substituting for it with the following: “Licensee obligations

5.-(1) The postal, content and services communications electronic provider shall- Deletion and substitution of regulation 5 (a) ensure performance of postal, electronic and content communications services meet quality of service parameters (levels of performance) as specified in these Regulations; (b) perform measurements on quality of services on quarterly basis, keep records of the results of the measurements, and report the same to the Authority; to (c) provide to the Authority raw network performance data, documentation and formulae provision related of communication electronic services provided the for purpose of ensuring quality of service monitoring; on services (d) meet targets customer satisfaction parameters as specified these Regulations; billing, and measures in (e) enter into Service Level Agreements (SLA) with their 2 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) corporate or direct connected customers specifying- (i) the minimum level of of performance services offered; the (ii) the possible ways for actual the of tracking performance of promised level services; (iii) the tariffs and billing; (iv) frameworks for provisions of support services; (v) remedies or compensation mechanisms to cover consumers when the service provision does not meet the intended targets. (f) carry out planned maintenance service the that are activities affecting within maintenance window; (g) issue advance notices to consumers 48 hours before carrying out the planned maintenance activities that are service-affecting; (h) report to the Authority, within a period of 24 hours on the resolution of critical outages, providing the causes of the faults, impacts and measures taken to prevent recurrence in future. (2) For purposes of this regulation- (a) “critical outages” means those the entire faults affecting 3 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) the core of the network, network or greater or equal to (=>) 30% of the traffic; and (b) “maintenance window” means a period from 0000 hours to 0400 hours during which the planned maintenance that could disrupt services may be performed. Amendment of regulation 7

4. The principal Regulations are amended in regulation 7 by- (a) adding immediately after paragraph (e) the following: “(f) optic fibre network services; (g) public data centre.”; and (b) renaming paragraph (f) as paragraph (h). Deletion and substitution of regulation 10

5. The principal Regulations are amended by deleting regulation 10 and substituting for it the following: “Billing, customer services and satisfaction measures

10. The Licensee shall meet targets on billing, customer services and satisfaction measures parameters as specified in the Third Schedule to these Regulations.”. Additional of regulations 13A and 13B

6. The principal Regulations are amended by adding immediately after regulation 13 the following: “Optic fiber network services

13A. “The licensee providing fiber optic network services shall be required to meet targets on quality of service parameters as specified in Seventh Schedule to these Regulations. Public Data Centre services

13B. The licensee providing public data services shall be required to meet targets on quality of service 4 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) parameters as specified in the Eighth Schedule to these Regulations.”.

7. The principal Regulations are amended by deleting the First, Second, Third, Fourth, Fifth and Sixth Schedules and substituting for them the following: Deletion and substitution of First, Second, Third, Fourth, Fifth and Sixth Schedules 5 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) ____________ FIRST SCHEDULE ______________ (Made under regulation 8) QUALITY OF SERVICE PARAMETERS FOR PUBLIC SWITCHED TELEPHONE NETWORKS (PSTN) SERVICES S/N Parameters Name Call Setup Time 1 Target ≤ 8 seconds 2 3 4 5 Call Connection Failure Rate Call Drop Rate Interconnection Route Utilisation Service Provisioning < 2 % < 2 % ≤ 80 % of capacity ≤ 5 days 6 Mean Time to Repair ≤ 4 hours Definition Time taken for voice service connection in all cases. Percentage of unsuccessful calls. Percentage of uncompleted calls. Percentage of utilization of interconnection route to another network during peak hours Number of days from the date of the service request to service operations Average time to restore services in a network ____________ SECOND SCHEDULE _____________ (Made under regulation 9) QUALITY OF SERVICE PARAMETERS FOR MOBILE TELEPHONE SERVICES S/N 1 Parameter Name Service Coverage Target Definition/ Measurement Method Measure of average signal strength. 2G Coverage ≥ -85 dBm 3G Coverage ≥ -95 dBm 4G Coverage ≥ -100 dBm 5G Coverage ≥ -105 dBm 2 3 Call Setup Time Call Connection Success Rate and Session Establishment Success Rate < 8 seconds Average time taken for voice service establishment in > 98% all the cases. Percentage of call attempts that result in a successful connection, or percentage of connection which were established successfully while requesting for service. 6 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) S/N 4 5 6 7 8 9

10. Parameter Name Call Drop Rate and Service Drop Rate Voice Service Quality Average Data Speed Data Access Delay (Latency) SMS Service Accessibility SMS delivery time Network Availability Target Definition/ Measurement Method < 2% Percentage of calls dropped before completion or percentage of connection dropped while on service. >= 4 > 10 Mbps < 200 ms ≥ 98 % Mean Opinion Score. Measured as per ITU Recommendation on Voice Quality Testing. Measure of the average Data speed [Downlink]. Round trip time from a user equipment to an established server and back to the originating endpoint. Percentage of successful SMS service access in all SMS service access requests. ≥ 99 % ≤ 2 seconds Time between SMS delivery to destination number and sending from originating number. Percentage of probing attempts with mobile services available to all probing attempts for drive test measurement, or the percentage of time a mobile network was operational over a period of time as delivered from performance monitoring system. ________ THIRD SCHEDULE __________ (Made under regulation 10) BILLING, CUSTOMER SERVICES AND SATISFACTION MEASURES PARAMETERS S/N 1 Parameter Name Interactive Voice Response (IVR) Target ≤ 20 seconds Call Centre Operator Agent Response Call Centre Answer Success Rate ≤ 30 seconds Definition The duration of announcement of the entire IVR options before a customer makes a choice. Duration of waiting for service after a customer has chosen a choice. > 98% The percentage of successful calls. First Call Resolution > 90% Billing Performance ≤ 0.001% Customer Resolution Complaint > 95 % Email Complaint Response > 90% Live Response Chat Complaint > 90% Percentage of complaints resolved on first attempt, without transferring to another agent. Percentage of disputed bills during the billing period. Percentage of complaints resolved within 24 hours. Percentage of emails responded within 1 hours. Percentage of chats responded within 5 Minutes 7 2 3 4 5 6 7 8 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) 9 SMS Complaint Response > 90% 10 11 12 13 14 15 Customer Satisfaction on Overall Quality of Service Customer Satisfaction on Provision of Service Customer Satisfaction on Network Availability Customer Satisfaction on Reliability Customer Satisfaction on Billing Performance Customers Satisfaction on Help/inquiry services > 95 % > 95% > 95% > 95% > 95% > 95% Percentage of SMS responded within 15 Minutes Percentage of answers as good quality in all interviewed customers Level of customer satisfaction with provision of service Level of customer satisfaction with network availability Level of customer satisfaction on reliability of services Level of customer satisfaction on billing performance Level of customer satisfaction on enquiry services ____________ FOURTH SCHEDULE _____________ (Made under regulation 11) QUALITY OF SERVICE PARAMETERS FOR INTERNET SERVICES S/N Parameters Name 1 Service Provisioning Target ≤ 5 days Mean Time to Repair ≤ 4 hours Bandwidth Utilization < 90% Definition Number of days from service request to service activation, the number of days counted after completion of business agreement/contract. Average time to repair time fault incidences in the network. Percentage of utilization of bandwidth on a third party network provider) or own network link (backhaul) during peak hours (upstream from Average Data Transmission Speed Achieved Jitter >= 90% of the speed Advertised for dedicated link < 30 ms Data Availability Service > 99% Packet Loss < 1% Data transmission rate that is achieved separately for downloading and uploading specified test files between a remote website and a user’s computer It is an undesired deviation of latency between two consecutive packets. Percentage of time in which data services are available to the consumer over a specific period Percentage of packets lost before reaching a destination. 8 2 3 4 5 6 7 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) ____________ FIFTH SCHEDULE _____________ (Made under regulation 12) A. QUALITY OF SERVICE PARAMETERS FOR POSTAL SERVICES Criteria Indicator Standard/Target Speed of service the transit time from when a postal item has been posted and the postage cancelled or recorded at the originating office, to when postal item arrives at the destination office or delivered to the customer Customer Satisfaction – the proportion of Customers complaint to the Customer base or Corresponding values for ordinary mail or transactions for counters. Complaint/Enquiry handling – time in which a registered Complaint or inquiry is officially responded to customer • • • • • • • • • • • Intra-Town Inter-Town Zone A Inter –Town Zone B Inter –Town Zone C Inter –Town Zone D From Zone A -B From Zone A – C From Zone A – D From Zone B – C From Zone B – D From Zone C – D • Mail • Counters • EMS items • Help desk – (responding enquiries from customers) Local registered mail • Maintenance of customers’ complaints register • Picking Customers Calls International registered mail D + 0 (90%) D + 1 (90%) D +2 (85%) D +3 (85%) D +4 (85%) D +2 (85%) D+3 (85%) D +4 (85%) D + 3 (85%) D +4 (85%) D +4 (85%)

0.10% Respond given in 2 working days Within six (6) ring tons Working days after its receipt Response given in 3 working days after its receipt Speed of service the transmission time from when EMS item has been received, posted and the postage cancelled or recorded at the • • • Intra-Town Inter-Town Zone A Inter –Town Zone B D + 0 (90%) D + 1 (90%) D +1 (90%) 9 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) office of origin, to the destination office or delivered to the customer (EMS items includes PCum, Postal Cargo and EMS Postage. • Inter –Town Zone C D +2 (90%) NOTE: i.e. 90% of all intra town mail needs to be delivered to the destination office or customer on the same day Dar es salaam to/from Zone A = Towns of Arusha, Kilimanjaro, Tanga, Morogoro, Dodoma, Mwanza (Air), Iringa, and Zanzibar; Dar es Salaam to/from Zone B=Towns of Mbeya, Njombe, Ruvuma, Mtwara, Singida and Lindi; Dar es Salaam to/from Zone C= Towns of Tabora, Geita, Simiyu, Manyara, Shinyanga, Kigoma, Mwanza (Surface), Mara, Katavi, Kagera and Rukwa. B. QUALITY OF SERVICE PARAMETERS FOR COURIER SERVICES S/N Measurement Method 1 Percentage of mail and parcels posted before 10:00hrs for delivery within the same town delivered on the same day Delivery Standard Target D+0 90% 2 3 Percentage of mail and parcels posted between two regions for delivery within 24 hrs (ZONE A). Percentage of mail and parcels posted between two regions for delivery within 48 hrs. (ZONE B and C) D+1 90% D+2 90% NOTE: D represents “Day of Posting’’ i.e. 90% of all intra town mail needs to be delivered to the destination office or customer on the same day Dar es salaam to/from Zone A = Towns of Arusha, Kilimanjaro, Tanga, Morogoro, Dodoma, Mwanza (Air), Iringa, and Zanzibar; Dar es Salaam to/from Zone B=Towns of Mbeya, Njombe, Ruvuma, Mtwara, Singida and Lindi; Dar es Salaam to/from Zone C= Towns of Tabora, Geita, Simiyu, Manyara, Shinyanga, Kigoma, Mwanza (Surface), Mara, Katavi, Kagera and Rukwa 10 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) ________ SIXTH SCHEDULE ________ (Made under regulation 13) ________ QUALITY OF SERVICE PARAMETERS FOR CONTENT SERVICES S/N Parameter Description Service Availability/Reliability Redundancy facility for studio and transmitter Changeover to alternative studio/transmitter Changeover of presenters for succeeding programs Colour bar for television or signal tune for radio in case of failure Fault repair time Maximum allowable outage time (service shall be restored with apology) Maximum allowable time to attend faulty customer premises equipment (including STB, Antenna and smart card). Service Quality Target Value 100% ≤ 5 minutes ≤ 30 seconds ≤ 3 minutes ≤ 5 minutes ≤ 24 Hrs Broadcasting seamless original program of correspondent(s) live or recorded reports Acoustically treated studio 100% 100% Complaints Resolution Complaints resolution time effective the date from complaint received by the content service provider ≤ 24 Hrs ________ SEVENTH SCHEDULE ________ (Made under regulation 13A) QUALITY OF SERVICE PARAMETERS FOR OPTIC FIBRE NETWORK SERVICES S/N Parameters Name 1 Service Provisioning Target Definition ≤ 5 days The time taken from the date of receipt of an application to the date when the service is activated. Network Availability ≥ 99.8% for metro networks The percentage of time to which the optic fiber network is operable. Mean Time to Repair 4 Packet Loss ≥ 99.5% for long haul networks ≤ 4 hours for metro networks ≤ 6 hours for Long- haul networks < 1% 11 Average time taken to restore service in a network. Percentage of packets lost before reaching a destination. 1 2 3 4 1 2 1 2 1 2 3 Electronic and Postal Communications (Quality of Service) (Amendment) GN. NO.58 (Contd.) ________ EIGHTH SCHEDULE ________ (Made under regulation 13B) QUALITY OF SERVICE PARAMETERS FOR PUBLIC DATA CENTRES SERVICES S/N 1 Parameter Availability of Power Systems Target

99.671% Availability of Multiple paths for power and full Definition redundancy in all critical Systems-Redundancy in all critical systems including uninterruptible power supply systems that provide backup power in case of power failure, backup generators, mechanical and electrical infrastructure to support site-level maintenance (ability to perform maintenance on any component without disrupting operations) 2 3 4 Availability of Cooling Systems Availability of Monitoring Systems Availability of Security and Access Control Systems

99.671% Availability of Multiple paths for cooling and full redundancy in all critical Systems-Redundancy in all cooling critical systems to support site-level maintenance (ability to perform maintenance on any component without disrupting operations)

99.671% Availability of Advanced monitoring and control of power and cooling systems

99.671% Availability of Advanced security and access controls including fire suppression and physical security measures Dodoma, 21st January, 2025 JERRY WILLIAM SILAA, Minister of Communications and Information Technology 12