Éamon Ó Cuív (Galway West, Fianna Fail)
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Question 197: To ask the Minister for Communications, Energy and Natural Resources the oversight systems he has in place to ensure that the services delivered under the national broadband scheme are as per the agreement with the provider and in particular the systems put in place to ensure that customer service was put in place for persons who are experiencing difficulties with the delivery of this service; and if he will make a statement on the matter. [13366/11]

Pat Rabbitte (Dublin South West, Labour)
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My Department entered into a contract with 3, a Hutchison Whampoa company, for the delivery of the National Broadband Scheme (NBS) in late December 2008. Since then, 3 has progressed its network roll out and since October 2010, NBS broadband services are available in all of the 1,028 designated Electoral Divisions covered under the Scheme, in line with contractual commitments. My Department has put in place robust monitoring arrangements to ensure that the NBS network delivers the minimum specified service or better to all users. Performance delivery data, which is submitted to my Department on a monthly basis or as required, is critically analysed by independent technical consultants, Analysys Mason Limited.

The monitoring arrangements provide information on a wide range of key indicators including the broadband excess availability in each cell of the network, the number of customers resident in that cell and actual contention and latency values. Utilisation thresholds are set for each element of the network and upgrades of the network and its capacity are automatically triggered at contractually agreed levels of traffic to ensure that the quality of the broadband service is maintained. In addition, a sample selection of customers is monitored for quality on a monthly basis. Download and upload speeds are sampled at a number of locations monthly to ensure that minimum speeds are met or exceeded.

The National Broadband Scheme contract guarantees service levels and imposes a service credit regime on 3 with significant financial consequences in the event that minimum specification service levels are not met. The contract also provides for independent monitoring and audit at any stage during the contract with a view to verifying that the services are being provided in accordance with the contract.

In relation to customer service, 3 operates a dedicated customer care facility for the duration of the scheme. Customers can contact this customer care facility 24 hours a day, seven days a week, by phone at 1800 944 791 (free of charge), via e-mail to NBSenquiries.ie@3mail.com or by post to 3 Customer Services, Hutchison 3G Ireland Ltd, PO Box 333, Dublin 2. Additionally, a team of field engineers has been established to address NBS installation and maintenance issues at customer premises. My Department also operates a dedicated NBS mailbox, which NBS customers can contact by e-mail, at nationalbroadbandscheme@nbs.ie, with any comments they may have about their NBS service. Information on the NBS is also available at www.three.ie/nbs.