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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.
