Presently, consumers have a range of dispute resolution options to address their contractual disputes (telecoms and media) with service providers. These include the Consumer Association of Singapore (“CASE”) and the Small Claims Tribunal (“SCT”).

The ADR Scheme adds to this list of dispute resolution options with the aim of providing an affordable and effective dispute resolution alternative for consumers facing contractual disputes with their service providers.

The ADR Scheme is meant to supplement the range of dispute resolution options that consumers have. Discover how IMDA regulations on the ADR scheme can help resolve disputes related to Infocomm services and products in a fair and efficient manner.

ADR Scheme

Mandatory Service Provider Participation

The ADR Scheme is designed with the consumer in mind and differentiates itself from other existing dispute resolution options by ensuring a more level playing field between the disputing parties. To this end, once consumers have elected to proceed with the ADR process, service provider participation is mandated by law.

Criteria

The ADR Scheme covers disputes or issues related to all telecoms and media services, with a maximum dispute value of $10,000. The dispute must also have occurred within the past one year and should be resolvable through service recovery efforts or compensated for in kind or in monetary terms.

Exceptions List

Excluded Services

Over-The-Top (“OTT”) Services (e.g Spotify, Netflix, etc)
Bill-on-behalf Services (e.g App store purchases), except for Premium Rate Services (mobile content services such as news services, ringtone/game downloads, etc);
Payphone Services;
Directory Services.

Excluded Issues

Cases that are criminal offences or regulatory matters undergoing investigation by any public agency;
Cases which have been subject to a Court hearing/SCT, for which a judgment or order has been passed;
Cases in the midst of Court proceedings or SCT proceedings, or facilitated by other ADR bodies;
Cases that have already been closed under the Scheme in which there is no new relevant information to support the case; (to prevent repeated filings on the same matter)
Cases pertaining to telecommunication and media policies;
Cases arising from Service Providers providing assistance to law enforcement or other government agencies;
Commercial decisions, including decisions relating to services that Service Providers should offer, how such services should be priced and offered, and credit assessment decisions or policies;
The content of services provided, including smartphone applications, premium services, Internet sites and TV; and
Cases that are considered by SMC to be frivolous or vexatious;
Defects, faults, or failure in or of third-party equipment that are not owned, operated, installed and/or hired out by Service Providers;
Loss of revenue or profits caused by or arising from any failure of Service Providers to provide service;
Customer service, including call centre performance;
Legal costs incurred by Applicable Subscribers; and
Non-billing related performance and service levels of international roaming services.

Individuals and small business customers are eligible for the Scheme. Please click below to check if you are an eligible small business customer.

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Small Business Customer Eligibility

ADR Process

Manual Process