Rate Our Information

Was this Information useful?






 

Service Standards

last updated 14 November 2016

The IMDA is committed to providing prompt and timely services to all parties.

You can help us serve you better by:

  • Ensuring your application forms are duly completed with the necessary supporting documents and information.
  • Providing accurate, clear and complete information and documents to help us address your feedback with our licensees.
  • Being civil, honest and professional in your dealings with us. Please understand that we will not respond to any person who is abusive, offensive or threatening in language or behaviour.

IMDA strives to meet the following service standards:

Service Channels Service Standards
Counter Services We will do our best to serve you within 10 minutes from the time the queue ticket is issued. Please be advised that the waiting time may be longer during peak period from 11am to 2pm daily.
IMDA Hotlines We will make our hotlines accessible. Call volumes are high, especially on Mondays. We seek your understanding if you have difficulty getting through to speak to our officers.
Emails We will reply to general enquiries within 3 working days. However, we may need more time to respond to you, depending on the nature and complexity of the issues that you have raised.
Faxes We will reply to general enquiries within 14 working days. However, we may need more time to respond to you, depending on the nature and complexity of the issues that you have raised.
Mail Correspondences We will reply to general enquiries within 14 working days. However, we may need more time to respond to you, depending on the nature and complexity of the issues that you have raised.

 

For processing Certificates and Licences:

Services Processing Time
Telecommunication Licences and Certificates
Radio-communication Station/Network Within 10 working days for 90% of applications
Dealer's Licence Within 2 working days for 90% of applications submitted through LicenceOne, on-line application system.
Internal Wiring Contractor Licence Within 2 working days for 90% of applications submitted through LicenceOne, on-line application system.
Internal Wiring Installer Licence Within 7 working days for 90% of applications.
Telecom Cable Detection Worker's Licence Within 7 working days for 90% of applications.
Express Letter Services Licence Within 10 working days for 90% of applications.
Facilities-Based Operator Licence Within 4 weeks for 90% of applications.
Services-Based Operator (Class) Licence Within 1 working day for 100% applications submitted through LicenceOne, on-line application system.
Services-Based Operator (Individual) Licence Within 14 working days for 90% of applications.
VSAT Licence Within 3 weeks for 90% of applications.
In-building Terrestrial Telecommunications System's Licence Within 4 weeks for 90% of applications.
Satellite Downlink Licence For Broadcasting Signals Within 3 weeks for 90% of applications.
Marine Licences (Inmarsat Land Mobile, Ship Station & Other Licences) Within 7 working days for 90% of applications.
Issuing of Ship Radio Operators Certificate Within 7 working days for 90% of applications.
Exhibition of Telecommunication Equipment (Without Frequency) Within 7 working days for 90% of applications.
Exhibition of Telecommunication Equipment (Frequency) Within 14 working days for 90% of applications.
Use of Temporary Frequency Within 14 working days for 90% of applications.
Equipment Registration Within 10 working days for 90% of applications.
Media Licences
Arts Entertainment Licence Within 20 working days for 90% of applications
*To allow sufficient time for processing, applicants are required to submit their applications in accordance to the submission guidelines.
Classification of Arts Entertainment in Public Entertainment licensed establishments or events Within 20 working days for 90% of applications
*To allow sufficient time for processing, public entertainment licensees are required to submit their applications in accordance to the submission guidelines.
Classification of Films Within 20 working days for 90% of applications
* Applicants should ensure that their applications meet the Film Submission Guidelines​​.
Classification of Video Games 1) Within 5 working days for video game titles submitted for classification under Premium service* for 90% of applications
2) Within 10 working days for video game titles submitted for classification (with requirement for applicants to provide evaluation packages)* for 90% of applications
3) Within 2 working days for video game titles submitted for classification (without requirement for applicants to provide evaluation packages)* for 90% of applications
*Applicants should ensure that their applications meet the Video Games Submission Guidelines​.​

Should there be any content concerns, IMDA may require more time to review and we seek your understanding in this. IMDA will keep you posted on the progress of your application.
Classification of Videos 1) Within 50 working days for videos submitted for classification* for 90% of applications
2) Within 5 working days for repeat titles submitted for classification*for 90% of applications
*Applicants should ensure that their applications meet the Video Submission Guidelines​.

Should there be any content concerns, IMDA may require more time to review and we seek your understanding in this. IMDA will keep you posted on the progress of your application.
Film Distribution and Exhibition Licence 1) Within 4 working days for new application for Film Distribution/Exhibition Licence  for 90% of applications
2) Within 3 working days for renewal of Film Distribution/Exhibition Licence for 90% of applications
3) Within 3 working days for update of Film Distribution/Exhibition Licence for 90% of applications
4) Within 3 working days for termination of Film Distribution/Exhibition Licence for 90% of applications IMDA will process new application for temporary outdoor Film Exhibition Licence (for films rated up to M18 only) within 15 working days.
Imported Publications Application 1) Within 3 working days for applications for Imported Magazines  for 90% of applications
2) Within 20 working days for applications for Imported Books, Comics and Other Publications for 90% of applications
Should there be any content concerns, IMDA may require more time to review and we seek your understanding in this. IMDA will keep you posted on the progress of your application.
Internet Service Provider (ISP) Registration​ 1) Within 4 working days for new registration for ISP for 90% of applications
2) Within 3 working days for renewal of ISP registration for 90% of applications
3) Within 4 working days for update of ISP registration for 90% of applications
4) Within 3 working days for termination of ISP registration  for 90% of applications
​Local Broadcast Licen​cing ​ 1) Within 35 working days for new application for Broadcast Licence  for 90% of applications
2) Within 35 working days for renewal of Broadcast Licence  for 90% of applications
3) Within 20 working days for update of Broadcast Licence  for 90% of applications
4) Within 3 working days for termination of Broadcast Licence  for 90% of applications
New TV Channels and Radio S​tations Applications (for Existing Subscription Licensees)​​​ Within 20 working days upon receipt of all information required.
Newspaper Permit​​​​​ 1) Within 15 working days for new application for Newspaper Permit for 90% of applications
2) Within 15 working days for renewal of Newspaper Permit  for 90% of applications
3) Within 1 working day for update of Newspaper Permit  for 90% of applications
4) Within 1 working day for termination of Newspaper Permit  for 90% of applications
Printing Press Li​​cence​ 1) Within 3 working days for new application for Printing Press Licence for 90% of applications
2) Within 3 working days for renewal of Printing Press Licence  for 90% of applications
3) Within 1 working day for update of Printing Press Licence  for 90% of applications
4) Within 1 working day for termination of Printing Press Licence  for 90% of applications
Subscription International Television Service Licence 1) Within 20 working days for new application for SAT B Licence  for 90% of applications
2) Within 20 working days for renewal of SAT B Licence  for 90% of applications
3) Within 5 working days for update of SAT B Licence
4) Within 5 working days for termination of SAT B Licence for 90% of applications
TV-Receive Only (TVRO) Licence​​ 1) Within 15 working days for new registration for TVRO Licence for 90% of applications
2) Within 5 working days for renewal of TVRO Licence for 90% of applications
3) Within 15 working days for update of TVRO Licence for 90% of applications
4) Within 5 working days for termination of TVRO Licence for 90% of applications