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Statistics on Telecom Service Providers’ Handling of Consumer Feedback for Jul - Sep 2023

Mobile Services

i) Number of complaints1 per 10,000 subscribers

Mobile Services - Complaints per 10,000 Subscribers

ii) Percentage of resolved complaints

Mobile Services - Complaint Case Resolution (%)

iii) Average hotline5 / live chat waiting time (mins)2

Mobile Services - Average Hotline Waiting Time (Min)

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

Broadband Services - Complaints per 10,000 Subscribers

ii) Percentage of resolved complaints

Broadband Services - Complaint Case Resolution (%)

iii) Average hotline5 / live chat waiting time (mins)2

Broadband Services - Average Hotline Waiting Time (Min)

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

Fixed Line Services - Complaints per 10,000 Subscribers

ii) Percentage of resolved complaints

Fixed Line Services - Complaint Case Resolution (%)

iii) Average hotline5 / live chat waiting time (mins)2

Fixed Line Services - Average Hotline Waiting Time (Min)

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. 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.

Footnotes

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.

5 SIMBA’s helpline provides for SIMBA’s Seniors’ Plan customers only and is not a general customer service line.

LAST UPDATED: 10 JUN 2024