Parliament Sitting on 28 November 2022

QUESTION FOR WRITTEN ANSWER

32. Mr Melvin Yong Yik Chye: To ask the Minister for Communications and Information arising from IMDA's inaugural publication of statistics on telecommunication service providers' handling of consumer feedback (a) what will be done to improve the service quality of the poorest performing telcos; and (b) whether IMDA will impose on telcos a maximum waiting time for their hotline or live chat to better protect consumers' interests.

Answer:

1. IMDA seeks to enable a vibrant and competitive telecommunications market, in order to improve service quality and to protect consumers’ interests.

2. In this regard, IMDA’s inaugural publication of statistics on telecommunication service providers’ handling of consumer feedback, is a new initiative that provides increased transparency on an important aspect of telecommunication service providers’ performance. This is intended to help consumers make more informed decisions when choosing a service provider. IMDA has also published other performance reports, for example, the publication of statistics on service providers' network quality performance, since 2007.

3. Telecommunication service providers are ultimately responsible for attending to their own customers and resolving their complaints. If they do not improve their customer service, consumers can and do vote with their feet and switch to other service providers. In addition, IMDA has set up an Alternative Dispute Resolution or ADR Scheme, to further incentivise telecommunication service providers to resolve contractual disputes with their consumers in a timely manner. Hence, IMDA will monitor service performance over time, including various customer service standards, to assess if improvements are made and if high standards are maintained.

Singapore and the European Union sign Digital Partnership Press Releases Others, Cyber Security, Digital Defence, Digital Readiness, Government Technology 01 Feb 23
Online Safety (Miscellaneous Amendments) Act Takes Effect on 1 February 2023 Press Releases Digital Readiness, Infocomm Media 31 Jan 23
Speech by Mrs Josephine Teo, Minister for Communications and Information, at the Soft Opening of Punggol Regional Library on 30 January 2023 Speeches Libraries, Digital Readiness 30 Jan 23
Speech by Minister Josephine Teo at the launch of Temus's Step IT Up Programme on 26 January 2023 Speeches Digital Readiness, Cyber Security 26 Jan 23
The Korea-Singapore Digital Partnership Agreement enters into force Press Releases Government Technology, Others, Digital Defence, Cyber Security 13 Jan 23
MCI Response to PQ on Funding to Persons Providing Commentary on Social Media Platforms in Support of Government Policies Parliament QAs Public Comms, Infocomm Media 10 Jan 23