Statistics on Telecom Service Providers’ Handling of Consumer Feedback

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

IMDA publishes statistics on telecommunication service providers’ handling of consumer feedback, to provide consumers with information on service providers’ performance in handling complaints, while encouraging service providers to improve their customer service standards.

Selection of Service Providers for Publication

Service providers are selected if:

• they offer one or more telecom services (i.e., mobile, broadband and/or fixed line) that serve mass consumers; and 
• they have a significant market share.

IMDA will review the set of criteria above from time to time, to ensure that it remains relevant to consumers.