2. Interpretation
In these Regulations—
“Act” means the Telecommunications Act;
“billing accuracy” means the measure of the number of incorrect bills per 1000 bills issued where an incorrect bill is one which has been determined by the telecommunications provider or Commission to have been issued with an error;
“call completion success rate” means the percentage of originated calls successfully completed where a successfully completed call is established by a successful connection to the called number although the called party may not answer;
“Commission” means the National Telecommunications Regulatory Commission established by section 7 of the Act;
“compliance manual” means a document that includes details of work processes and information systems concerning criteria and parameter treatment, and details of algorithmic treatment of parameter calculations;
“connection of service” means the interval between approval of an application for a service and the provision of the service by the telecommunications provider;
“customer care service Answered and Attended” means the duration from the instant when the address information required for setting up a call is received by the network to the instant a human operator answers the calling party to provide the service requested where the service provided is not wholly automatic or does not employ the use of a voice response system;
“ECTEL” means the Eastern Caribbean Telecommunications Authority established by Article 2 of the Eastern Caribbean Telecommunications Authority Treaty;
“fault report” means a report of disrupted or degraded service that is made by a customer and is attributable to the network of the telecommunications service provider or any interconnected public network, and that is not found to be invalid;
“force majeure” means any event or effect that can be neither anticipated nor controlled and includes both acts of nature such as earthquake, flood, lightning and hurricane, and acts of people such as riot, strike, civil disorder, declared state of emergency and war or any similar act which the Commission determines to be force majeure;
“loss of service” means the interruption of the transmission, conveyance or routing of voice, data, audio, video, or any other information or signals that the consumer has engaged the services of telecommunications provider to ensure that transmission, conveyance or routing occurs;
“peak period” means a twelve hour period of the day, between 6:00 am and 8:00 pm, on Monday to Friday and special days, that the relevant telecommunications provider designates as the period of high level of telecommunications traffic on its network;
“planned disruption of service” means the scheduled or planned downtime of the telecommunication service by the telecommunications provider;
“quality of service” means the measurement of the performance for a telecommunications network and the degree to which the network conforms to the stipulated parameters;
“quarter” means a period of 3 months ending 31st March, 30th June, 30th September or 31st December in a calendar year;
“reconnection time” means the period between the settling of outstanding amounts by the customer and the resumption of service;
“reconnection of service” means the restoration of telecommunications service by the telecommunications provider after the telecommunications provider or its duly authorized agent receives overdue payment from the customer;
“reported fault cleared” means the duration from the instant a fault has been notified by the customer to the published point of contact of the telecommunications service provider to the instant when the service or service element has been restored to normal working order;
“reseller of service” means a telecommunications provider engaged in the subsequent sale or lease on a commercial basis with or without adding value, of a telecommunication service provided by a telecommunications provider on a wholesale basis;
“service level agreement” means a formally negotiated agreement between a wholesale service provider and a reseller of service with the main purpose of agreeing on the level of service the wholesale service provider provides to the reseller of service;
“service level objectives” means the level of service the wholesale service provider and the reseller of service agree on and usually include a set of service level indicators such as availability, performance and reliability;
“special days” means (i) Christmas Day, (ii) New Year's Day and (iii) Mothers' Day;
“standard installation” means an installation where the necessary equipment to carry out the installation is readily available and no significant additional resources are required;
“universal service provider” means a telecommunications provider that is required to provide universal service;
“unreported fault cleared” means the duration from the instant a fault has been detected by the telecommunications service provider to the instant when the service or service element has been restored to normal working order.