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A) Mobile Services
i) Number of Complaints1 per 10,000 subscribers | ||
---|---|---|
Aug 2022 | Sep 2022 | |
Circles.Life |
1.00 | 2.00 |
CMLink |
3.00 | 16.00 |
MyRepublic | 0.32 | 0.10 |
M1 | 1.10 | 0.70 |
redONE |
3.00 | 3.00 |
SIMBA | 1.01 | 1.06 |
Singtel | 0.01 | 0.03 |
StarHub | 1.92 | 1.96 |
VIVIFI |
19.00 | 23.00 |
Zero1 |
0.07 | 0.07 |
ii) Percentage of Complaints Resolved by… | ||||||
---|---|---|---|---|---|---|
Aug 2022 | Sep 2022 | |||||
0-5 days | 6-14 days | >14 days | 0-5 days | 6-14 days | >14 days | |
Circles.Life |
58% | 33% | 9% | 65% | 32% | 3% |
CMLink | 75% | 25% | 0% | 100% | 0% | 0% |
MyRepublic | 67% | 33% | 0% | 100% | 0% | 0% |
M1 | 61% | 28% | 11% | 69% | 25% | 6% |
redONE | 100% | 0% | 0% | 33% | 0% | 67% |
SIMBA | 42% | 2% | 56% | 29% | 5% | 66% |
Singtel | 40% | 60% | 0% | 70% | 30% | 0% |
StarHub | 96% | 2% | 2% | 97% | 2% | 1% |
VIVIFI | 85% | 9% | 6% | 81% | 13% | 6% |
Zero1 |
100% | 0% | 0% | 100% | 0% | 0% |
iii) Average Hotline/Live Chat Waiting Time (mins)2 | ||
---|---|---|
Aug 2022 | Sep 2022 | |
Circles.Life |
0.08 | 0.10 |
CMLink |
0.16 | 0.20 |
MyRepublic | 1.42 | 1.20 |
M1 | 4.30 | 6.50 |
redONE | 3.30 | 3.43 |
SIMBA | 15.00 | 15.00 |
Singtel | 0.55 | 1.26 |
StarHub | 0.76 | 0.73 |
VIVIFI | N/A | N/A |
Zero1 |
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.
B) Broadband Services
i) Number of Complaints1 per 10,000 subscribers | ||
---|---|---|
Aug 2022 | Sep 2022 | |
MyRepublic |
0.31 | 0.20 |
M1 | 0.20 | 0.10 |
Singtel | 0.25 | 0.14 |
StarHub | 8.76 | 5.09 |
ViewQwest | 0.70 | 0.70 |
ii) Percentage of Complaints Resolved by… | ||||||
---|---|---|---|---|---|---|
Aug 2022 | Sep 2022 | |||||
0-5 days | 6-14 days | >14 days | 0-5 days | 6-14 days | >14 days | |
MyRepublic | 33% | 67% | 0% | 33% | 67% | 0% |
M1 | 25% | 50% | 25% | 0% | 0% | 100% |
Singtel | 86% | 14% | 0% | 75% | 12% | 13% |
StarHub | 94% | 3% | 3% | 95% | 2% | 3% |
ViewQwest | 0% | 0% | 100% | 0% | 0% | 100% |
iii) Average Hotline/Live Chat Waiting Time (mins)2 | ||
---|---|---|
Aug 2022 | Sep 2022 | |
MyRepublic | 1.70 | 1.34 |
M1 | 4.30 | 6.50 |
Singtel | 0.77 | 0.33 |
StarHub | 5.72 | 1.53 |
ViewQwest | 1.72 | 0.88 |
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.
C) Fixed Line Services3
i) Number of Complaints1 per 10,000 subscribers | ||
---|---|---|
Aug 2022 | Sep 2022 | |
MyRepublic |
0.00 | 0.00 |
M1 | 0.20 | 0.30 |
Singtel | 0.004 | 0.01 |
StarHub | 0.33 | 0.14 |
ii) Percentage of Complaints Resolved by… | ||||||
---|---|---|---|---|---|---|
Aug 2022 | Sep 2022 | |||||
0-5 days | 6-14 days | >14 days | 0-5 days | 6-14 days | >14 days | |
MyRepublic | 0% | 0% | 0% | 0% | 0% | 0% |
M1 | 75% | 25% | 0% | 71% | 29% | 0% |
Singtel | 0% | 100% | 0% | 0% | 100% | 0% |
StarHub | 92% | 4% | 4% | 94% | 2% | 4% |
iii) Average Hotline/Live Chat Waiting Time (mins)2 | ||
---|---|---|
Aug 2022 | Sep 2022 | |
MyRepublic | 1.70 | 1.34 |
M1 | 4.30 | 6.50 |
Singtel | 0.77 | 0.33 |
StarHub | 4.55 | 1.10 |
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.
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.