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  • imda infrastructure

    Ensuring resilient and robust infocomm infrastructure

    As telecom services (e.g. cellular mobile and fibre broadband) become an increasingly essential part of our lives, consumers and businesses increasingly expect better coverage, reliability and speed. In addition, Singapore is aiming to become the world’s first Smart Nation, underpinned by a high-speed, trusted and resilient infocomm infrastructure. In view of this, MCI works with IMDA on policies targeted at enhancing the resiliency and robustness of telecom systems and services.


    Ensure that our infocomm infrastructure continues to be effective and reliable, even as infocomm usage grows.    


    Regularly review the regulatory measures in place to augment the resiliency and robustness of Singapore’s infocomm infrastructure (such as IMDA’s Code of Practice for Telecom Service Resiliency and Quality of Service standards), and to address technological changes and consumer demand.

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    Protecting telecommunications consumers' interests

    Given the pervasiveness and importance of telecom services to consumers, MCI works with IMDA on policies to protect consumer interests. To achieve this, our approach has been to provide baseline consumer protections for most telecom services, and to impose more detailed requirements for specific areas where consumers may be more vulnerable. MCI and IMDA’s sector specific consumer protection efforts augment Singapore’s broader consumer protection policy anchored by agencies such as CASE, ASAS and MTI.


    1. Bridge the potential information asymmetry between consumers and operators in the provision of telecom services.
    2. Manage and improve growing consumer expectations of service quality.
    3. Manage the decline of legacy telecom systems and services (e.g. cessation of 2G services), and assisting segments of the population that are reliant on these systems and services.


    1. Maintain baseline consumer protection requirements for providers of telecommunication systems and services through the IMDA’s Telecom Competition Code.
    2. Introduce specific measures to address areas of consumer concern (e.g. guidelines on telecom service contract length and early termination charges, caps on data roaming bills).
    3. Improve transparency and provide more information to consumers (e.g. consumer Residential Broadband Guide, FAQs, requirement for Internet Service Providers to publish typical broadband download speeds).
    4. Set Quality of Service standards to ensure that the performance of key services (e.g. Internet access, cellular mobile, basic telephony, fibre connectivity, and letter-mail delivery services) meets certain acceptable standards.