Regulator sets standards for Telecom

Telecom Eireann must not favour its own retail division when providing leased lines and other services, and should improve its delivery times, the telecommunications regulator, Ms Etain Doyle, said yesterday.

Outlining new standards for service level agreements between telecommunications companies, Ms Doyle said her main aim was to ensure a better deal for consumers.

The regulator said she had now completed a planned review of the agreements to be offered by Telecom Eireann by November for key services to other licensed operators. "Where [such operators] rely on services from Telecom Eireann to provide retail services to end users, the service levels provided by Telecom Eireann are a critical driver in determining the level of services to the final customer," Ms Doyle said.

The report outlines the regulator's position on delivery time frames, quality levels and maintenance terms for services provided by Telecom Eireann to operators.

She said these had been set having regard to the views of Telecom Eireann and other operators, as well as the Small Firms Association and IBEC's telecoms users' group.

Ms Doyle said she was pleased that Telecom Eireann had itself put forward improved targets for delivering its products, starting with 40 to 60 days at present, moving down to 10 days by September 2000.

"With the new standards, Tele com Eireann will move into the upper quartile of comparable European operators, in particular in terms of service provisioning," she added.

The regulator's move comes against a background of increasing rivalry between Telecom Eireann and other firms.

Last month the Association of Licensed Telecommunications Operators, whose members include Esat, Ocean, Cable & Wireless, MCI Worldcom and Swiftcall, said the former State monopoly was hindering the growth of competition.

"Telecom Eireann's practices and behaviour in dealings with other operators are proving an obstacle to investment," said association chairman, Mr Eddie Brennan. "The industry is extremely angry."

A spokesman for Telecom Eireann said last night the company welcomed the regulator's move and said it had been working hard to put the new structure in place. "We will make every effort to meet and exceed the targets set down," he added.