Publication of Statistics on Telecom Service Providers’ Handling of Consumer Feedback

SINGAPORE, 14 NOVEMBER 2022 – IMDA has published statistics on Telecom Service Providers’ (TSP) handling of consumer feedback for the period from August to September 2022. The objective is to provide consumers with information on TSPs’ performance in handling complaints, while encouraging TSPs to improve their customer service standards¹.  Subsequent reports will be published on a quarterly basis.

A key summary of the statistics is as follows:

• Number of Complaints - The average complaint per 10,000 subscribers is 3.9 for mobile services, 1.6 for broadband services and 0.1 for fixed line services.
• Complaint Resolution Timeframe - On average, close to 70% of all complaints were resolved within the first 5 days, with an additional 20% of complaints resolved within 14 days.
• Waiting Time to Speak to a Customer Service Officer – The average hotline waiting time is between 2.5 minutes and 3.9 minutes for mobile, broadband and fixed line services, while the average live chat waiting time is 1.8 minutes.

The full set of statistics is available on IMDA’s website at https://www.imda.gov.sg/About-IMDA/infocomm-media-landscape/research-and-statistics/Telecom-Service-Providers-Consumer-Feedback.

Footnotes:

^[1]This covers 11 TSPs with significant subscriber base. These are TSPs with 20,000 or more subscribers in the mobile, fixed broadband or fixed line markets, i.e., China Mobile International (Singapore) Pte Ltd (brand: CMLink), Liberty Wireless Pte Ltd (brand: Circles.Life), ICYMI Pte Ltd (brand: Vivifi), MyRepublic Limited, M1 Limited/ M1 Net Ltd, Red One Pte Ltd, Simba Telecom Pte. Ltd., Singapore Telecommunications Limited/ SingNet Pte Ltd/ Singtel Mobile Singapore Pte Ltd, StarHub Mobile Pte Ltd/ StarHub Online Pte Ltd, ViewQwest Pte Ltd, and Zero1 Pte Ltd.

ISSUED BY THE INFOCOMM MEDIA DEVELOPMENT AUTHORITY (IMDA)

About Infocomm Media Development Authority (IMDA)

The Infocomm Media Development Authority (IMDA) leads Singapore’s digital transformation by developing a vibrant digital economy and an inclusive digital society. As Architects of Singapore’s Digital Future, we foster growth in Infocomm Technology and Media sectors in concert with progressive regulations, harnessing frontier technologies, and developing local talent and digital infrastructure ecosystems to establish Singapore as a digital metropolis.

For more news and information, visit www.imda.gov.sg or follow IMDA on Facebook (IMDAsg) and Twitter (@IMDAsg).