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The following key performance indicators (KPIs) are considered by FIG to be requirements for compliance with this licence. This schedule contains three sets of KPIs as follows:

Set 1: Milestone implementation KPIs

Sure is expected to submit compliance statements to the Regulator as they implement milestones. The Regulator may ask for evidence of compliance which will vary dependent on the nature of the KPI and may also seek third party advice to help make compliance determinations.

Set 2: Code of Practice Compliance

Monitoring compliance of Set 2 KPIs will be achieved by reviewing customer feedback which may come in the form of customer complaints (as a result of following the Code of Practice complaints procedure) or through the customer satisfaction surveys.

Set 3: Customer Satisfaction Surveys

Whilst Sure will not be bound by the results of the survey they will be expected to submit comment against the results, especially where results are considered to be poor. The survey results and Sure’s comments will inform discussion between FIG and Sure.


Sure will provide evidence to the Regulator to demonstrate (to the Regulator’s satisfaction) that the relevant facility, functionality or increase has been implemented. The Regulator may also undertake telephone or other surveys of a selection of customers to determine the impact of relevant change from a customer perspective and/or to verify the information provided to the Regulator by Sure.

Table 1 Broadband Obligation - Data AllowancesTable 1 Broadband Obligation - Data Allowances

Table 2 Broadband Obligation - International Satellite CapacityTable 2 Broadband Obligation - International Satellite Capacity

Table 3 Broadband Obligation - Line Speeds ATable 3 Broadband Obligation - Line Speeds


For a copy of Schedule 2 & 3 of the KPIs, please click here. (Opens a PDF file in a new window; 22KB)