Statistics on Telecom Service Providers’ Handling of Consumer Feedback for 2022

The Infocomm Media Development Authority (IMDA) provides comprehensive Statistics and Consumer Feedback for Telecom Service Providers in Singapore for the year 2022. These statistics provide valuable insights into the performance and satisfaction of telecom service providers. The data collected by IMDA also helps consumers to make informed choices about their telecommunications services, empowering them to choose the best providers that meet their needs.

Mobile Services

i) Number of complaints1 per 10,000 subscribers

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022
Circles.Life
 1.00 2.00 0.63 0.76 0.67
CMLink
 3.00 16.00 1.90 0.92 1.21
MyRepublic 0.32 0.10 0.41 0.62 0.31
M1 1.10 0.70 1.10 1.20 1.20
redONE
 3.00 3.00 6.00 2.00 7.00
SIMBA 1.01 1.06 0.43 0.44 0.16
Singtel 0.01 0.03 0.01 0.02 0.02
StarHub 1.92 1.96 0.16 0.10 0.20
VIVIFI
 19.00 23.00 12.00 16.00 17.00
Zero1
 0.07 0.07 0.00 0.06 0.00

ii) Percentage of complaints resolved by…

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022

0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days
Circles.Life
 58% 33%  9% 65% 32% 3% 41% 39% 20% 34% 44% 22% 52% 34% 14%
CMLink 75% 25% 0% 100% 0% 0% 67% 33% 0% 33% 34% 33% 50% 50% 0%
MyRepublic 67% 33% 0% 100% 0% 0% 75% 25% 0% 43% 43% 14% 50% 50% 0%
M1 61% 28% 11% 69% 25% 6% 60% 26% 14% 42% 14% 44% 46% 10% 44%
redONE 100% 0% 0% 33% 0% 67% 67% 16% 17% 50% 50% 0% 57% 43% 0%
SIMBA 42% 2% 56% 29% 5% 66% 69% 0% 31% 47% 0% 53% 73% 0% 27%
Singtel 40% 60% 0% 70% 30% 0% 100% 0% 0% 83% 17% 0% 100% 0% 0%
StarHub 96% 2% 2% 97% 2% 1% 96% 2% 2% 96% 2% 2% 95% 4% 1%
VIVIFI 85% 9% 6% 81% 13% 6% 92% 2% 6% 86% 10% 4% 80% 15% 5%
Zero1
 100% 0% 0% 100% 0% 0% 0% 0% 0% 0% 0% 100% 0% 0% 0%

iii) Average hotline/live chat waiting time (mins)2

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022
Circles.Life
 0.08 0.10 0.08 0.08 0.10
CMLink
 0.16 0.20 0.16 0.20 0.22
MyRepublic 1.42 1.20 2.14 4.49 2.12
M1 4.30 6.50 8.15 9.00 4.08
redONE 3.30 3.43 3.45 5.92 5.33
SIMBA 15.00 15.00 10.00 10.00 10.00
Singtel 0.55 1.26 0.71 0.37 0.72
StarHub 0.76 0.73 1.16 1.42 0.92
VIVIFI N/A N/A N/A N/A N/A
Zero1
 N/A N/A N/A N/A N/A

Legend:

  • “N/A” indicates that the telecom service provider does not offer hotline or live chat for consumers to provide feedback. 
  • Figures are rounded off to 2 decimal places, except those in percentages. For example, a result of 0.00 complaint per 10,000 subscribers does not necessarily reflect no complaint for a particular service in that month.

Broadband Services

i) Number of complaints1 per 10,000 subscribers

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022
MyRepublic
 0.31 0.20 0.61 0.80 0.20
M1 0.20 0.10 0.30 0.30 0.20
Singtel 0.25 0.14 0.04 0.04 0.07
StarHub 8.76 5.09 0.27 0.19 0.08
ViewQwest 0.70 0.70 1.10 0.40 0.70

ii) Percentage of complaints resolved by…

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022

0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days
MyRepublic 33% 67% 0% 33% 67% 0% 67% 33% 0% 86% 14% 0% 100% 0% 0%
M1 25% 50% 25% 0% 0% 100% 67% 16% 17% 17% 50% 33% 33% 0% 67%
Singtel 86% 14% 0% 75% 12% 13% 100% 0% 0% 50% 50% 0% 75% 25% 0%
StarHub 94% 3% 3% 95% 2% 3% 94% 3% 3% 92% 5% 3% 92% 6% 2%
ViewQwest 0% 0% 100% 0% 0% 100% 0% 0% 100% 0% 0% 100% 0% 0% 100%

iii) Average hotline/live chat waiting time (mins)2

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022
MyRepublic 1.70 1.34 2.39 4.96 3.87
M1 4.30 6.50 8.15 9.00 4.08
Singtel 0.77 0.33 0.43 0.46 0.16
StarHub 5.72 1.53 1.09 1.79 0.62
ViewQwest 1.72 0.88 0.59 0.69 0.61

Legend:

  • “N/A” indicates that the telecom service provider does not offer hotline or live chat for consumers to provide feedback.
  • Figures are rounded off to 2 decimal places, except those in percentages. For example, a result of 0.00 complaint per 10,000 subscribers does not necessarily reflect no complaint for a particular service in that month.

Fixed Line Services3

i) Number of complaints1 per 10,000 subscribers

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022
MyRepublic
 0.00 0.00 0.00 0.40 0.13
M1 0.20 0.30 0.50 0.70 0.60
Singtel 0.004 0.01 0.004 0.004 0.004
StarHub 0.33 0.14 0.05 0.004 0.10

ii) Percentage of complaints resolved by…

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022

0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days 0-5 days 6-14 days >14 days
MyRepublic 0% 0% 0% 0% 0% 0% 0% 0% 0% 67% 33% 0% 100% 0% 0%
M1 75% 25% 0% 71% 29% 0% 44% 33% 23% 8% 0% 92% 36% 9% 55%
Singtel 0% 100% 0% 0% 100% 0% 0% 100% 0% 0% 100% 0% 0% 100% 0%
StarHub 92% 4% 4% 94% 2% 4% 92% 4% 4% 92% 6% 2% 92% 5% 3%

iii) Average hotline/live chat waiting time (mins)2

  Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022
MyRepublic 1.70 1.34 2.39 4.96 3.87
M1 4.30 6.50 8.15 9.00 4.08
Singtel 0.77 0.33 0.43 0.46 0.16
StarHub 4.55 1.10 0.86 1.28 0.34

Legend:

  • “N/A” indicates that the telecom service provider does not offer hotline or live chat for consumers to provide feedback.
  • Figures are rounded off to 2 decimal places, except those in percentages. For example, a result of 0.00 complaint per 10,000 subscribers does not necessarily reflect no complaint for a particular service in that month.

Notes: 

1 For the purpose of this report, the term “complaint” is defined as any expression of dissatisfaction with a telecom service that requires follow up by the service provider.

2 This measures the time between the moment a consumer chooses to speak to a customer service officer and the moment the officer responds. Where both hotline and live chat are offered by a telecom service provider, the average waiting time for hotline would be reflected. 

3 Fixed line services include standalone fixed line services and digital voice services provided together with broadband subscription. 

4 For the avoidance of doubt, the actual figure is not zero. It is a figure which only shows up at or after the third decimal point. 

LAST UPDATED: 12 MAY 2023