RQUAL: The Quality Regulation for Telecommunications Services in Brazil

What the RQUAL means for your operation

If you operate a telecommunications network, whether as an ISP, STFC operator, or SCM provider, the Regulation on Quality of Telecommunications Services (RQUAL) directly affects your business. Approved by Resolution 717/2019, the RQUAL replaced the former RGQ and introduced a fundamental change: quality is now evaluated from the consumer's perspective, combining technical indicators with satisfaction surveys. The evaluation results are published semiannually by municipality and translated into quality seals that affect your market reputation.

This article explains how the RQUAL works, which metrics you need to monitor, how quality seals impact your business, and what to do when you receive an unsatisfactory evaluation.

The three indices that define your score

The RQUAL evaluates your service quality through three indices that, combined, determine the quality seal assigned to your operation in each municipality where you operate.

The IR (Complaints Index) measures the quantity and nature of complaints your subscribers file with Anatel and consumer protection agencies. A high IR signals serious service delivery problems and pulls your score down. In practice, every complaint a subscriber files with Anatel counts against you in this index. Investing in quality customer service and rapid problem resolution directly reduces the IR.

The IQS (Service Quality Index) combines operational and network indicators: service availability, connection speed (for broadband), call drop rate (for telephony), and fault repair time. This index captures your network's actual technical performance. If your softswitch records frequent call drops or your network has frequent downtime, the IQS reflects these deficiencies.

The IQP (Perceived Quality Index) is obtained through satisfaction surveys conducted directly with your subscribers. This is the hardest indicator to control because it reflects the consumer's subjective perception. A technically sound network can have a low IQP if customer service is poor, bills are confusing, or the problem resolution process is slow.

How quality seals affect your business

The RQUAL translates the results of the three indices into quality seals that classify your operation at different performance levels. These seals are published by Anatel and are available for public consultation.

The impact on your business is direct and measurable. Positive seals function as a competitive differentiator. If your operation receives a superior quality seal in a municipality, you can use that classification in your sales efforts to attract new subscribers. In a market where consumers have multiple provider options, Anatel-certified quality is a relevant selling point.

Negative seals generate regulatory and commercial consequences. Operators with unsatisfactory performance seals are subject to additional obligations, including mandatory improvement plans with defined targets and timelines, and stricter oversight by Anatel. Publication of a negative seal also generates media coverage and consumer discussion, affecting brand perception.

Evaluation by municipality: why granularity matters

One of the most relevant RQUAL characteristics for managing your operation is the semiannual evaluation by municipality. Anatel does not just evaluate your operator's aggregate performance. It details quality in each municipality where you provide service.

This means you can have a positive seal in municipalities where your infrastructure is robust and a negative seal in municipalities where the network is undersized. This granularity exposes internal inequalities in your service quality that would otherwise be masked by overall averages.

For technical management, the municipal evaluation allows you to pinpoint where to invest. If a specific municipality shows low IQS, you know you need to improve network infrastructure in that region. If the IR is high in a particular city, the problem may lie in local customer service or an installation partner that is not delivering quality.

The role of ESAQ and your obligations

The ESAQ (Quality Measurement Support Entity) is the entity that collects, processes, and consolidates the data used to calculate RQUAL indices. In practice, the ESAQ functions as Anatel's operational arm, collecting technical indicators from your network, conducting satisfaction surveys with your subscribers, and processing complaints data.

To comply with RQUAL obligations, your operator must provide measurement and data collection systems that allow the ESAQ to access your network's quality indicators. This means your softswitch, monitoring systems, and network management tools need to be capable of providing data in the format and frequency required by the ESAQ.

You must also implement internal quality management processes aimed at continuous improvement of indicators. The RQUAL does not just require you to collect data. It expects you to use that data to improve service.

What to do when you receive an unsatisfactory evaluation

If your operation receives an unsatisfactory quality seal in a municipality, Anatel requires a formal action plan. This plan must include identification of root causes for the deficiencies, measurable improvement targets for each problematic indicator, realistic timelines for implementing corrective actions, and planned investments in infrastructure and processes.

In practice, treat the action plan as an engineering project with a defined scope. If the IQS is low due to network unavailability, the plan needs to detail which equipment will be replaced or made redundant and by when. If the IR is high due to customer service issues, the plan should include team training, review of service processes, and resolution time targets.

Do not treat the action plan as a bureaucratic formality. Anatel monitors execution and may apply additional sanctions if deadlines are not met.

Metrics you should monitor internally

Beyond the formal RQUAL indicators, internal metrics serve as leading indicators of quality. Monitoring them allows you to act before a problem shows up in the official evaluation.

For the IQS, monitor the call drop rate by route and time period, service availability (uptime) by point of presence, average delivered versus contracted speed for broadband customers, and mean time to repair (MTTR) for technical faults.

For the IR, track the volume of calls to your call center by request type, problem resolution time by category, complaint recurrence rate (same customer, same problem), and the volume of complaints registered on external platforms (Reclame Aqui, Procon, Anatel).

For the IQP, consider conducting internal satisfaction surveys more frequently than the ESAQ cycle. This lets you identify negative trends in subscriber perception before they appear in the official evaluation.

Use the RQUAL as a competitive advantage

The RQUAL does not have to be just a regulatory obligation. If used well, it becomes a management tool and a competitive differentiator. Operators that consistently receive positive seals demonstrate to the market that they invest in quality, and this translates into lower churn and easier new customer acquisition.

Invest in monitoring infrastructure, train your technical team to interpret the indicators, and create an internal culture of data-driven continuous improvement. The results will show up both in Anatel's official evaluation and in your operation's financial metrics.

References

• Resolution 717/2019 - Regulation on Quality of Telecommunications Services (RQUAL)