Ministry of Industry and Information Technology: Improve 5G service quality and strictly adhere to four marketing red lines

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On February 3, the Ministry of Industry and Information Technology issued a notice on improving the quality of 5G services, requiring strict adherence to four marketing red lines to effectively safeguard the rights and interests of users. First, objectively and truthfully publicize 5G services and rates, publicize the full amount of packages on sale, and do not unilaterally exaggerate 5G advantages or preferential projects, conceal or downplay restrictive conditions. Second, respect the true wishes of users, do not mislead or force users to apply for or upgrade 5G packages, and do not open 5G packages, upgrade packages and other services without the user's consent. Third, 5G package users shall not be restricted from changing other packages on sale without an agreement. For 5G package users with an agreement to change packages, they can negotiate with users to terminate the contract in accordance with the Civil Code of the People's Republic of China. Fourth, ensure that the high, medium and low-end 4G and 5G packages on sale are sold through both online and offline channels, and the 4G package query and application entrances shall not be set up in a hidden manner.

Attachment:

Notice of the Ministry of Industry and Information Technology on Improving 5G Service Quality

Ministry of Industry and Information Technology Information Management Letter [2021] No. 28

Communications Administration Bureaus of all provinces, autonomous regions, and municipalities directly under the Central Government, China Telecom Corporation Limited, China Mobile Communications Corporation Limited, China Unicom Corporation Limited, China Radio and Television Network Corporation Limited, and China Academy of Information and Communications Technology:

Since the issuance of 5G commercial licenses in my country, the industry has accelerated network construction, improved the industrial ecosystem, and enriched content applications, and 5G development has achieved positive results. At the same time, some telecom companies have not provided adequate user reminders and have not standardized publicity and marketing, which has aroused widespread social concern. In order to effectively safeguard the rights and interests of users and promote the sustainable and healthy development of 5G, the following notice is hereby issued on matters related to improving the quality of 5G services:

1. Comprehensively improve ideological awareness and attach great importance to service work. Doing a good job in 5G service is an important measure to implement the people-centered development concept and focus on solving the most direct and practical interests of the people. All basic telecommunications companies should improve their political stance, carry out their work with responsibility and emotion, deepen the construction of service management systems with horizontal linkage and vertical penetration within the company, formulate and improve the company's 5G service standards, increase the service assessment of front-line windows such as physical business halls and customer service hotlines, and make 5G service quality an important part of the performance assessment of front-line windows.

Second, improve four reminder mechanisms to fully protect the user's right to know. First, remind users that they can check the 5G network coverage in the area through physical business halls, customer service hotlines, online business halls, and mobile APPs, develop 5G users in areas where the 5G network is not yet covered, and remind users in advance to know the progress of 5G network coverage in the area. Second, remind users to replace 5G terminals to use the 5G network. Non-5G terminals can only enjoy 5G tariff discounts when applying for 5G packages, and cannot use the 5G network. Third, when users change the packages that have been publicly removed from the shelves to 5G packages, remind users that they will no longer be able to choose to apply for the original packages after changing to 5G packages, and can choose other packages on sale. Fourth, before users apply for 5G packages with contract requirements, remind users that if they want to terminate the contract to apply for the "number portability" service, change the package or cancel the contract, they must fulfill the termination responsibility.

3. Strictly observe the four marketing red lines and effectively safeguard the rights and interests of users . First, objectively and truthfully publicize 5G services and rates, publicize the full amount of packages on sale, and do not unilaterally exaggerate 5G advantages or preferential projects, conceal or downplay restrictive conditions. Second, respect the true wishes of users, do not mislead or force users to apply for or upgrade 5G packages, and do not open 5G packages, upgrade packages and other services without the user's consent. Third, 5G package users shall not be restricted from changing other packages on sale without an agreement. For 5G package users with an agreement to change packages, the termination of the contract can be negotiated with the user in accordance with the Civil Code of the People's Republic of China. Fourth, ensure that the high, medium and low-end 4G and 5G packages on sale are sold through both online and offline channels, and the 4G package query and application entrances shall not be set up in a hidden manner.

Fourth, unify the propaganda caliber of channels and respond to social concerns in a timely manner . First, formulate propaganda plans for key issues of concern to users, and make full use of various new media means such as live video and short videos and various new technologies to carry out propaganda. Second, unify the 5G service caliber of various channels such as physical business halls, customer service hotlines, and electronic channels. Third, make clear and accurate explanations on the specific methods of replacing 5G terminals, applying for 5G packages, using 5G networks, and enjoying the differences in services. Fourth, respond to 5G-related issues that are widely concerned by the society in a timely manner.

5. Establish three types of monitoring systems to accurately grasp the service situation . First, all basic telecommunications companies should do a good job in reporting 5G business development data as required. Second, telecommunications user complaint acceptance agencies at all levels should do a good job in 5G service complaints, strengthen data analysis, and discover potential problems in advance to provide reference for service supervision. Third, the China Academy of Information and Communications Technology should strengthen public opinion monitoring and explore the establishment of a 5G user satisfaction evaluation system.

6. Strengthen coordinated supervision and inspection . First, all basic telecommunications companies should strengthen internal self-examination and self-correction, improve the mechanism for handling service violations, increase the proportion of service assessment, and hold the relevant persons in charge accountable for key 5G service violations reported by relevant competent departments. Second, local communications administration bureaus and basic telecommunications companies should include 5G services in the key tasks of the work style rectification work in 2021, and implement them as a whole country. Third, local communications administration bureaus should make good use of daily monitoring, technical testing, unannounced inspections, user evaluations, centralized inspections and other methods to promptly discover 5G service problems, urge companies to implement rectification, and deal with violations in accordance with the law.

All basic telecommunications companies are requested to implement the above requirements nationwide before February 28, 2021, and report the implementation status to the Ministry (Information and Communications Administration). All local communications administration bureaus are requested to complete the supervision and inspection of the implementation status of telecommunications companies in their regions before March 10, and report the inspection results to the Ministry (Information and Communications Administration).