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Quality of Service

last updated 06 December 2016

IMDA regulates the performance of key services offered by operators by setting Quality of Service (QoS) standards and requiring the operators to submit periodic reports of their service quality.

Operators who fail to comply with the telecommunications QoS standards would have to pay a financial penalty ranging from S$5,000 to a maximum of S$50,000 for each instance of non-compliance. Operators who fail to comply with the postal QoS standards would have to pay a financial penalty of up to S$50,000 for each instance of non-compliance.  

IMDA will consider all relevant factors such as (i) the extent of impact of the non-compliance; (ii) the cause of the non-compliance, (iii) the efforts taken by the service providers to meet the QoS standards; and/or (iv) any challenges faced by the service providers in meeting the QoS standards. Higher penalties may be imposed for (i) serious failures; and/or (ii) continuing or repeated breaches. 

IMDA regularly reviews the QoS requirements to take into account industry and technology changes, as well as changes in consumer demand, to ensure that the requirements remain relevant.

Quality of Service Reports

IMDA monitors the quality of infocomm services provided by service providers, such as basic telecoms, mobile, Internet access and fibre connection services. To find out how service providers are performing, we provide updated Quality of Service (QoS) reports here.

Note: IMDA has ceased the publication of QoS reports of paging and trunked radio services with effect from 1 January 2005; Internet access services with effect from 1 September 2005; and 2G services with effect from 2012.

Security Product Assurance

From 15 January 2015, IMDA will no longer provide security product certifications under the IMDA Security Product Assurance (SPA) programme.

If you are interested in attaining Common Criteria (CC) certification for your product, please approach any one of the CC Certification Bodies listed in this portal: https://www.commoncriteriaportal.org/ccra/schemes