The Telecommunication Authority of Singapore (TAS) has today implemented a new code of practice on service standards and a new penalty framework for service disruptions, following a full review of the mobile phone and ...
Singapore, 4 August 1998 | For Immediate Release
The Telecommunication Authority of Singapore (TAS) has today implemented a new code of practice on service standards and a new penalty framework for service disruptions, following a full review of the mobile phone and paging service disruption incident on 28 November 1997.
The 28 November 1997 service disruption was the result of call traffic congestion that triggered a software fault in SingTel's interconnect tandems switches1. TAS views the failure of the interconnect tandem switches seriously as the switches play an important role in ensuring seamless services. The proper functioning of the interconnect tandem switches is critical, and Singapore must have in place, a robust interconnect design that ensures diversity and resiliency. While TAS takes a very serious view of the incident, it is unable to impose any penalty under its previous penalty framework as this did not cover the failure of the interconnect tandem switches. The framework was specifically meant for local and international telephone service disruptions. In view of this, TAS has given a stern warning to SingTel not to allow such incident to recur.
Recognising the need to deal with the complex operating environment which sees multi-service providers offering telecommunication services, TAS did a comprehensive review, with the aim to provide sufficient incentives to operators to take the necessary safeguards to pre-empt service disruptions. Arising from this review, TAS has developed a more comprehensive new code of practice on service standard. The new code of practice, known as the Code of Practice (Service Standards on Network Quality), focuses on an outcome-based approach to determine the penalty to be imposed. This is in contrast to the previous approach where the focus was on the cause of the service disruptions. The objective of the new code is to lay down uniform service standards in relation to the occurrence of telecommunication service disruptions and to enforce such standards by means of a prescribed comprehensive penalty framework. A summary of the penalties prescribed under the Code of Practice (Service Standards on Network Quality) is given in Annex 1.
In implementing the new penalty framework, TAS will continue to act fairly and reasonably towards its telecommunication licensees. TAS will take into consideration any mitigating factors or circumstances that the telecommunication licensees may have before deciding on the penalties to be imposed for service disruptions listed in the penalty framework.
The Code of Practice supersedes all of TAS' previously issued penalty framework relating to telecommunication service disruptions and must be observed by its telecommunication licensees in the provision of telecommunication services carried over the public switched telephone network, international telephone network, public cellular mobile network and public radio paging network.
TAS first introduced a penalty framework in July 1995 after the occurrence of a series of major disruptions in Singapore Telecom's public switched telephone network. The implementation of the new Code of Practice and the penalty framework will help to encourage telecommunication service providers to continuously improve the resiliency of their networks and to ensure that they will strive to always provide reliable and quality telecommunication services of world class standards in Singapore.
Note to Editor:
1. The interconnect tandem switches interconnect the networks of the various cellular and paging operators together, as well as to the public switched telephone network.
Annex 1: Summary of Penalty Framework
Unit Rates of Penalty Applicable
| Fault or service difficulty relating to telecommunication services carried over the public switched telephone network | ||||
|---|---|---|---|---|
| Duration Extent | Up to 1 hr after the 1st hr | Next 2 hrs | Next 2 hrs | Thereafter |
| 100 to 20,000 working lines affected | $5,000 | $10,000 | $30,000 | $90,000 |
| More than 20,000 working lines affected | $10,000 | $30,000 | $90,000 | $270,000 |
Unit Rates of Penalty Applicable
| Fault or service difficulty relating to telecommunication services carried over the international telephone network | ||
|---|---|---|
| Duration Extent | Up to 1 hr after the 1st hr | Thereafter |
| Top 25 streams including Malaysia (per stream) | $60,000 | $90,000 |
| Others (per stream) | $30,000 | $45,000 |
Unit Rates of Penalty Applicable
| Fault or service difficulty relating to telecommunication services carried over the public cellular mobile network | |||
|---|---|---|---|
| Duration Extent | Up to 1 hr after the 1st hr | Next 2 hrs | Thereafter |
| Where more than 10% base stations affected | $5,000 | $10,000 | $30,000 |
| Total network failure | $10,000 | $30,000 | $90,000 |
Unit Rates of Penalty Applicable
| Fault or service difficulty relating to telecommunication services carried over the public radio paging network | |||
|---|---|---|---|
| Duration Extent | Up to 1 hr after the 1st hr | Next 2 hrs | Thereafter |
| Where more than 10% base stations affected | $5,000 | $10,000 | $30,000 |
| Total network failure | $10,000 | $30,000 | $90,000 |
Unit Rates of Penalty Applicable
| Fault or service difficulty relating to any telecommunication services carried over a telecommunication licensee's interconnect switches and occasioned by the fault, malfunction or failure of that telecommunication licensee's interconnect switches | |||
|---|---|---|---|
| Up to 1 hr after the 1st hr | Next 2 hrs | Next 2 hrs | Thereafter |
| $5,000 | $10,000 | $30,000 | $90,000 |
Note:
1. Rates at per hr, rounded up to the hour.
2. The maximum penalty payable will be capped at $1,000,000.
3. Not confined to total service disruption. It will also include partial service disruptions.
.webp)