Consumer protection measures to be further enhanced through the Telecommunication and subscription TV Mediation-Adjudication Scheme

Last updated: 13 March 2023

Published on: 17 January 2018


IMDA seeks public’s views on proposed framework to strengthen safeguards for consumer interests

SINGAPORE – 17 January, 2018: The Infocomm Media Development Authority (IMDA) today launched a public consultation to seek views on its proposed framework for the Telecommunication and Subscription TV Mediation-Adjudication Scheme (“the Scheme”). The Scheme aims to introduce an alternative dispute resolution scheme for telecommunication and media services. This proposal was first unveiled in August 2016 as part of the public consultation on amendments to the IMDA Act and Telecommunications Act, and is intended to supplement existing consumer protection measures and dispute resolution approach to meet rising public expectations for better customer care and service levels.

Proposed Scheme for Dispute Resolution

The Scheme aims to provide an alternative avenue for consumers and small businesses1 (eligble customers) to resolve disputes with telecommunication and media service providers2 in a fair, affordable, and effective manner, while incentivising faster resolution by the service providers.

IMDA is proposing a two-stage process for the Scheme – mediation, then adjudication where necessary. In the mediation stage, where the disputing parties agree on a resolution, the terms of settlement for the dispute will be recorded in a written agreement that is binding on both parties. In the adjudication stage, the adjudicated decision will be final and binding on the service provider if the consumer accepts it. As the Scheme is intended to supplement and not replace existing complaint channels set out by service providers, consumers are to first approach their respective service providers to resolve any disputes before escalating unresolved disputes to the alternative dispute resolution body appointed by IMDA. IMDA is also proposing to make it mandatory for certain telecommunication and media service providers3 to participate in the Scheme to ensure a more effective dispute resolution process for consumers and small businesses. Consumers, however, will have the flexibility to resolve their disputes through the Scheme or through other avenues such as the Small Claims Tribunal.

The Scheme is designed to cover widely-used telecommunication and media services, such as mobile, broadband and subscription TV services. It will also seek to address common disputes that are known to be consumer pain-points, such as disputes on billing or service quality, that can usually be resolved through service recovery efforts, or compensated in kind or monetary terms.

Funding of Scheme and Fee Structure

IMDA is proposing for the Scheme to be self-sustainable via a co-payment model by eligble customers and telecommunications service provider. It is proposed that the customer and service provider cover 10% and 90% of the case fees respectively. This co-payment model is common among other similar local schemes to allow the appointed alternative dispute resolution body to cover costs and sustain its operations. The co-payment ratio is also intended to incentivise faster resolution by the service providers. The fees for eligble customers are expected to start from $10 and $50 for mediation and adjudication respectively.


The public consultation is open for six weeks and closes on 28 February 2018. For full details of the public consultation, please visit:

1Small-scale business owners refer to those who employ 10 workers or less and register a revenue of $1 million or less annually. They must also have a direct billing relationship with the respective service providers.

2This excludes Over-the-Top (OTT) platform services such as Mediacorp’s Toggle. IMDA will designate and/or declare the respective Licensees’ participation under the Scheme.

3IMDA will designate and/or declare the respective Licensees’ participation under the Scheme.


About Infocomm Media Development Authority (IMDA)

The Infocomm Media Development Authority (IMDA) leads Singapore’s digital transformation with infocomm media. To do this, IMDA will develop a dynamic digital economy and a cohesive digital society, driven by an exceptional infocomm media (ICM) ecosystem – by developing talent, strengthening business capabilities, and enhancing Singapore's ICM infrastructure. IMDA also regulates the telecommunications and media sectors to safeguard consumer interests while fostering a pro-business environment, and enhances Singapore’s data protection regime through the Personal Data Protection Commission.

For more news and information, visit or follow IMDA on Facebook IMDAsg and Twitter @IMDAsg.

For media clarifications, please contact:

Michelle TOH (Ms)
Assistant Manager, Communications & Marketing, IMDA
DID: (65) 6202 4415

CHUA Hian Hou (Mr)
Deputy Director, Communications & Marketing, IMDA
DID: (65) 6202 4965


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