EUROPA - EU law and publications - EUR-Lex - EUR-Lex - 32009L0136 - EN - Directive 2009/136/EC of the European Parliament and of the Council of 25 November 2009 amending Directive 2002/22/EC on universal service and users’ rights relating to electronic communications networks and services, Directive 2002/58/EC concerning the processing of personal data and the protection of privacy in the electronic communications sector and Regulation (EC) No 2006/2004 on cooperation between national authorities responsible for the enforcement of consumer protection laws (Text with EEA relevance) - DIRECTIVE 2009/136/EC OF THE EUROPEAN PARLIAMENT AND OF ...[+++] THE COUNCIL // of 25 November 2009 // amending Directive 2002/22/EC on universal service and users’ rights relating to electronic communications networks and services, Directive 2002/58/EC concerning the processing of personal data and the protection of privacy in the electronic communications sector and Regulation (EC) No 2006/2004 on cooperation between national authorities responsible for the enforcement of consumer protection laws // DESCRIPTION OF FACILITIES AND SERVICES REFERRED TO IN ARTICLE 10 (CONTROL OF EXPENDITURE), ARTICLE 29 (ADDITIONAL FACILITIES) AND ARTICLE 30 (FACILITATING CHANGE OF PROVIDER) // INFORMATION TO BE PUBLISHED IN ACCORDANCE WITH ARTICLE 21 // (TRANSPARENCY AND PUBLICATION OF INFORMATION) // QUALITY OF SERVICE PARAMETERS // Quality-of-Service Parameters, Definitions and Measurement Methods referred to in Articles 11 and 22 // INTEROPERABILITY OF DIGITAL CONSUMER EQUIPMENT REFERRED TO IN ARTICLE 24

Where the service is not provided over a switched telephony network, the information should also include the level of reliability of the access and of caller location information compared to a service that is provided over a switched telephony network, taking into account current technology and quality standards, as well as any quality of service parameters specified under Directive 2002/22/EC (Universal Service Directive).

a link to better access to quality services: the accessibility, affordability, openness, transparency, universality, and quality of essential services (social services, services of general (economic) interest) must be strengthened in order to promote social and territorial cohesion, guarantee fundamental rights and ensure a decent existence, especially for vulnerable and disadvantaged groups in society, such as disabled people, elderly people, single-parent families and large families, and services should be designed in ways which tak ...[+++]e into account the needs of different groups; the further privatisation of public and social services must be avoided unless affordability, quality and accessibility to all citizens are ensured;

a link to better access to quality services: the accessibility, affordability, openness, transparency, universality, and quality of essential services (social services, services of general (economic) interest) must be strengthened in order to promote social and territorial cohesion, guarantee fundamental rights and ensure a decent existence, especially for vulnerable and disadvantaged groups in society, such as disabled people, elderly people, single-parent families and large families, and services should be designed in ways which tak ...[+++]e into account the needs of different groups; the further privatisation of public and social services must be avoided unless affordability, quality and accessibility to all citizens are ensured;

(c) a link to better access to quality services: the accessibility, affordability, openness, transparency, universality, and quality of essential services (social services, services of general (economic) interest) must be strengthened in order to promote social and territorial cohesion, guarantee fundamental rights and ensure a decent existence, especially for vulnerable and disadvantaged groups in society, such as disabled people, elderly people, single-parent families and large families, and services should be designed in ways which ...[+++] take into account the needs of different groups; the further privatisation of public and social services must be avoided unless affordability, quality and accessibility to all citizens are ensured;

Quality of service standards have been developed for a range of parameters to assess the quality of services received by subscribers and how well undertakings designated with universal service obligations perform in achieving these standards.