GB/T 47484-2026Telecom and internet services - Service specification for the online business halls of basic telecommunication operators (English PDF)

6.2 Requirements for Online Service Hall Page

6.2.1 Information Provision The online service hall should continuously provide the following information in a prominent position.

a) ICP filing number.

b) Relevant licenses and permits of the basic telecommunications enterprises operating online service halls, including but not limited to business licenses and business operation permits. Internet business license, etc.

c) The online service hall service agreement, and prompts registered users to view and agree to the service agreement when they log in for the first time.

d) List of available communication service tariffs.

e) Information on customer service hotlines and complaint/suggestion channels.

6.2.2 Accessibility Online service halls should provide the following accessible service models for people with information barriers.

a) Provide age-friendly pages for older users, and ensure that age-friendly pages do not display pop-up ads.

b) Provide pages in the corresponding language for non-native Chinese speakers, such as English pages. Online service halls should provide accessibility tools for people with information barriers, such as the hearing-impaired and visually-impaired, to enable them to use telecommunications services without difficulty.

6.2.3 Human-Computer Interface The human-computer interface of the online service hall should meet the following requirements.

a) When a user uses the online service hall for the first time, provide user registration and login access on its homepage.

b) Key sections of the interface are placed in prominent positions.

c) The interface color scheme is harmonious and there are no garbled characters.

d) The interface functions are described in complete text, without any obscure or difficult words.

6.3 Support Service Requirements

6.3.1 Navigation Service The online service hall should provide users with navigation services in the following two ways.

a) Keyword search method. A search window for telecommunications services is provided in a prominent position on the page, allowing users to enter keywords. The search function leads to the corresponding telecommunications service portal.

b) Page menu method. Provide users with access to telecommunications services through menus and/or telecommunications service entry prompts on the page.

6.3.2 Guide Information Service The online service hall should provide users with the following guidance and information services.

a) Guidelines for handling issues users may encounter while using communication services, including usage, malfunctions, payments, and invoices. information.

b) Use the telecommunications service user guide information provided by the online business hall, such as the relevant materials required for handling corresponding communication services, and the procedures for handling such services. Information such as steps.

6.3.3 User Confirmation Service When a user applies for certain telecommunications services, such as sales services or business change services, the user is required to make selections and input information. When remotely confirming information, user confirmation methods such as SMS reply, mobile verification code containing instructions, or signature confirmation should be used to verify the user's identity. You agree to the relevant telecommunications services or the choices made during the process of applying for relevant telecommunications services, and retain the corresponding confirmation information of the user.

6.3.4 Notification Service The online service hall should provide the following notification services.

a) For prepaid users, if the prepaid amount is less than a certain amount, they may find it unacceptable due to the low amount. To mitigate service risks, users should be promptly reminded to recharge their accounts via SMS, pop-ups, or other means.

b) Due to foreseeable reasons such as telecommunications operators' line maintenance, equipment relocation, engineering cutovers, network and software upgrades, the impact or If something may affect user experience, the affected users will be notified 72 hours in advance via SMS, pop-up window, or other means.

c) When a certain communication service is discontinued, the online service hall will notify the affected users 30 days in advance via SMS or pop-up window.

6.4 Safety Requirements

6.4.1 Safety Protection In terms of general security, this includes application configuration security, code security, sensitive information exposure security, business logic security, and common component security. In terms of aspects such as online business hall, the online business hall should provide protection capabilities that comply with the relevant requirements of GB/T 41391 and YD/T 2092.

6.4.2 Data Security The operation of online business hall services should comply with the relevant requirements of GB/T 35273, GB/T 41391 and GB/T 45574, and implement the following data security measures. Full protection responsibility.

a) Conduct data classification and hierarchical management as required, and formulate differentiated protection strategies for different levels of data, with a focus on strengthening the protection of sensitive personal information. Information security protection.

b) Collect and use users' personal information, and obtain users' authorization and consent as required. During data use, employ encryption, anonymization, and access control measures. Use technical means such as data control to prevent data from being illegally obtained, tampered with, or misused.

c) Equip the online service hall's relevant business systems with data security protection measures such as access control, log retention, security auditing, and risk monitoring. Technical means can effectively prevent data security risks throughout the entire data lifecycle.

6.4.3 Security Authentication and Authorization For users registering for online business hall services for the first time, querying user privacy information, applying for telephone or broadband access, and applying for other services... When providing services such as sales and service, application for termination of telecommunications service, application for transfer of telecommunications service ownership, and application for change of service plan, online operation is available. Before accepting user applications, the business hall should conduct differentiated user authentication and authorization.

7.Business Promotion Service Requirements Business promotion services should meet the following requirements.

a) Promote the business throughout the entire process, with the pricing and service details prominently displayed on the same page. Key matters include. scope of application, usage rules, preferential policies, network duration, unsubscription methods, liability for breach of contract, and restrictive conditions. (Do not use...) Using misleading terms such as "0 yuan," "free," "unlimited," and "permanent" in advertising, which are easily misunderstood by users, and failing to use deceptive methods such as folding... The restrictive conditions may be concealed or downplayed through concealment, ambiguity, or other means.

b) When users browse business promotional information, the page displays accurate information.

8.Sales and Service Requirements Sales and service should meet the following requirements.

a) Before a user applies to open a telecommunications service account, the service provider shall provide the user with an explanation of the service the user intends to apply for. This explanation shall include the service details. Features, coverage, service cancellation methods, fee collection methods, payment deadlines, fault reporting methods, and service consultation methods, etc.

b) Provide users with all tariff plans for the proposed communication services and allow eligible users to choose the services they wish to subscribe to. Pricing plans.

c) When selecting national public resources (such as telephone numbers) in business sales and services, provide users with the relevant public resources fairly and impartially. Resource selection mechanism.

d) When processing telephone and broadband network access procedures for users, authenticate and authorize the user's identity, and verify whether the user meets the business requirements. The account opening requirements will be clearly stated, and prompts will be provided to users who do not meet the requirements for opening an account.

10.1 Service Evaluation

10.1.1 Evaluation Object The evaluation objects of the online business hall in this document are the online business halls of basic telecommunications enterprises and the telecommunications services they provide.

10.1.2 Evaluators To ensure the impartiality of the evaluation results, the service evaluation process should be conducted by an evaluator independent of the service provider. The evaluator can be the service provider... The provider's internal departments can also be independent third parties.

10.1.3 Evaluating the data source Depending on the actual situation of the evaluation content and parameters selected during the evaluation, appropriate data sources may be selected from, but are not limited to, the following data sources. data.

a) User questionnaire survey data. Data was collected by designing appropriate questionnaires and conducting surveys with selected or randomly selected target customers. Data;

b) Online service hall data. Service-related data retained by the online service hall during the service provision process, such as telecommunications service promotion data. Data related to user agreements, service application forms, user query logs, etc.;

c) Third-party evaluation data. Third-party evaluation data regarding the basic requirements and telecommunications services provided by the online service hall to be evaluated. The results of the service evaluation.

10.1.4 Evaluation Methods The following methods should be used to evaluate online service halls.

a) The evaluation of the basic requirements for online service halls will be conducted through third-party assessments, including those specifically targeting... The online service hall page should primarily use subjective evaluation methods, while other basic requirements should be assessed through objective testing. conduct.

b) Evaluation of business promotion services, business sales services, and business management services will be based on evaluators' subjective assessments, test data, and... The survey was conducted using a combination of user questionnaires and other methods.

10.2 Service Improvement Basic telecommunications enterprises that provide online service halls should adjust their services based on the development of information technology and the evaluation results of online service halls. Upgrades and iterations are carried out at the service center to improve service quality.