21 Oct 2015 - NetLink Trust, the Network Company of Singapore’s Nationwide Broadband Network, has failed to meet the Infocomm Development Authority of Singapore’s (IDA) Residential and Non-Residential Quality of Service (QoS) standards.
Singapore, 21 October 2015 | For Immediate Release
NetLink Trust, the Network Company of Singapore’s Nationwide Broadband Network, has failed to meet the Infocomm Development Authority of Singapore’s (IDA) Residential and Non-Residential Quality of Service (QoS) standards.
For its Residential QoS performance from the period July to December 2014, NetLink Trust fulfilled 88.46% to 92.21% of the residential service orders within three business days or by the Request for Activation (RFA) Date, falling short of the minimum standard of 98%. NetLink Trust fulfilled 90.28% to 94.52% of the service orders within seven business days or by RFA + four business days, for which the standard is 100% of all orders.
Chart 1: Percentage of Residential Service Orders Met within (i) 3 Business Days or (ii) by RFA Date in 2H 2014
Chart 2: Percentage of Residential Service Orders Met within (i) 7 Business Days or (ii) by RFA Date + 4 Business Days in 2H 2014
IDA has imposed a financial penalty of $50,000 on NetLink Trust for not meeting the Residential QoS standards, after considering the measures that it has committed to undertake to manage delays arising from end-users switching from one retail service provider to another. These delays constituted the main bulk of its failed orders.
NetLink Trust has also not met IDA’s Non-Residential QoS standards for the assessment period of April to December 2014. During this period, NetLink Trust fulfilled 38.27% to 73.75% of non-residential service orders within four calendar weeks of the date of the service order, or by the RFA date; falling short of the minimum standard of 80%. NetLink Trust fulfilled 62.66% to 88.28% of the non-residential service orders within eight calendar weeks of the date of the service order, or within four calendar weeks of the RFA date; falling short of the standard of 100% of all orders.
Chart 3: Percentage of Non-Residential Service Orders Met within (i) 4 Calendar Weeks or (ii) by RFA Date in Q2 – Q4 2014
Chart 4: Percentage of Non-Residential Service Orders Met within (i) 8 Calendar Weeks or (ii) by RFA Date + 4 Calendar Weeks in Q2 – Q4 2014
NetLink Trust had earlier been penalised $240,000 for not meeting the Non-Residential QoS standards from Q2 to Q3 2013. For the current assessment period, NetLink Trust has been penalised $400,000 for not meeting the Non-Residential QoS standards, even after being given a six-month period from October 2013 to March 2014 to rectify its processes and improve its performance.
In this instance, IDA notes that NetLink Trust did subsequently improve its internal processes and managed to clear more than 90% of the outstanding orders. However, despite the improvement, IDA still finds NetLink Trust’s remaining margins of failure unacceptable. These factors were taken into consideration in determining the quantum of the financial penalty payable by NetLink Trust.
IDA expects NetLink Trust to improve its processes, and will continue to monitor NetLink Trust’s performance closely. NetLink Trust is required to fully meet the QoS standards set by IDA.
1The RFA date refers to the date requested by Requesting Licensees beyond the service provisioning timeframes stated in the QoS framework despite slots being available within the said period.
ISSUED BY THE INFOCOMM DEVELOPMENT AUTHORITY OF SINGAPORE
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About Infocomm Development Authority of Singapore
The mission of the Infocomm Development Authority of Singapore (IDA) is to develop information technology and telecommunications within Singapore with a view to serve citizens of all ages and companies of all sizes. IDA does this by actively supporting the growth of innovative technology companies and start-ups in Singapore, working with leading global IT companies as well as developing excellent information technology and telecommunications infrastructure, policies and capabilities for Singapore. For more news and information, visit www.ida.gov.sg or follow us on Twitter @IDA_SINGAPORE.
For media clarifications, please contact:
Adrian CHAN (Mr)
Manager, Corporate and Marketing Communications Division
Infocomm Development Authority of Singapore
Email: adrian_km_chan@imda.gov.sg
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