Quality of Service

The Quality of Service (QoS) Decision (‘QoS Decision’) is a regulatory framework issued by the Malta Communications Authority (‘MCA’) designed to ensure transparency and end-user confidence in the electronic communications sector. It aims to provide customers with up-to-date information on service performance, enabling them to make informed decisions and fostering healthy competition among providers.

Under the QoS Decision, providers of internet access services and voice communications services are required to measure and publish standardised performance data covering areas such as connection times, fault rates and repairs, billing accuracy, customer care response times, and complaint resolution.

In accordance with the QoS Decision, Epic is required to publish its QoS performance results on a dedicated webpage. This enables end users to make informed decisions on service reliability and value, and to compare Epic’s performance with that of other providers in a clear and consistent manner.