1 Scope
2 References
3 Overview of quality of service
4 Global challenges
5 Selecting the appropriate regulatory approach
5.1 Options and principles
6 Fundamentals of quality of service regulation
6.1 Justifications for quality of service regulation
6.2 Parameters and targets
6.3 Activities in quality of service regulation
7 Recommended approach
7.1 Service level agreements
8 Specifying parameters, levels and measurement methods
8.1 Parameters
8.2 Formulation of the target levels
8.3 Measurement methods
8.4 Reporting
Appendix I – List of telecommunications regulatory bodies
Bibliography