Parliament Sitting on 6 May 2019

QUESTION FOR WRITTEN ANSWER


1238. Er Dr Lee Bee Wah:
To ask the Minister for Communications and Information (a) whether the Ministry is aware of the complaints of poor customer service by the Singapore telcos; and (b) what can the Ministry do to get the telcos to improve their phone helpdesk especially for the many elderly customers who have to be put on hold for long periods to speak to an officer.  


Answer:

The number of complaints received by the Info-communications Media Development Authority (“IMDA”) and the telecommunication companies (“telcos”) concerning poor customer service by telecos has shown a decreasing trend over the past five years. IMDA requires telcos to look into every complaint and see how they can serve their customers better. 
 
2 IMDA also tracks consumer satisfaction of telecommunication services through the Consumer Awareness and Satisfaction Survey (“CASS”). The 2018 CASS showed that consumers were generally satisfied with their telcos, and consumer satisfaction has improved in several areas, including hotline waiting times, the time taken to resolve complaints, and the competence of customer service officers. An April 2019 poll of non-English speaking individuals conducted by IMDA also found that respondents were generally satisfied with the customer service by telcos. 

3 To address the needs of elderly customers, several telcos now allow customers to make appointments for telcos to call them back, so they do not have to wait on the line for too long. In addition, when receiving calls on their hotlines, the telcos will arrange for elderly customers to be served by officers who can speak the same language or dialect.

 
#140HillStreet Photo Contest Social Media Others 09 Jun 19
Speech by Mr S Iswaran, Minister for Communications and Information, at Buddhist Fellowship's Vesak Celebration Speeches Others 19 May 19
Speech by Mr S Iswaran, Minister for Communications and Information, at Tech-Celerate for Law on 15 May 2019 Speeches Infocomm Media 15 May 19
Speech by Mr S Iswaran, Minister for Communications and Information, during the Second Reading for Protection from Online Falsehoods and Manipulation Bill on 8 May 2019 Parliament QAs, Speeches Infocomm Media 08 May 19
Speech By Mr S Iswaran, Minister for Communications and Information, at the Opening of Publish Asia, 8 May 2019 Speeches Infocomm Media 08 May 19
MCI's response to PQ on progress of 5G network roll-out Parliament QAs Infocomm Media 07 May 19