30 May 2012 - The Infocomm Development Authority of Singapore (IDA) has imposed a financial penalty on SingTel Mobile Singapore Pte Ltd (STM) for breaching the Code of Practice for Telecommunication Service Resiliency (the "Service Resiliency Code").
Singapore, 30 May 2012 | For Immediate Release
Penalty imposed for a service disruption in SingTel Mobile's 3G Mobile Network
The Infocomm Development Authority of Singapore (IDA) has imposed a financial penalty on SingTel Mobile Singapore Pte Ltd (STM) for breaching the Code of Practice for Telecommunication Service Resiliency (the "Service Resiliency Code"). This follows IDA's investigation of the disruption of STM's 3G mobile services on 6 and 7 September 2011, which found that STM had not fulfilled its obligation to provide resilient mobile telephone services under IDA's Service Resiliency Code.
The service disruption caused some of STM's mobile subscribers in the central region of Singapore, including Orchard, Tanglin and Telok Blangah, to experience intermittent difficulties in making and receiving calls and accessing SMS, MMS and mobile data services via STM's 3G network. At all times, 2G services were available. Investigations showed that the service disruption was caused by a software glitch in the new switches that were progressively being installed by STM in the central region of Singapore to upgrade its network. The software glitch affected the normal routing of data packets in the network, and mobile services in the central area were intermittently disrupted over three periods between 6 and 7 September causing a total of 22 hours of service disruption. More than 5 per cent of STM's base stations were affected.
Given the serious impact of the service disruption, IDA has decided to impose a financial penalty of $400,000 on STM for its contravention of the Service Resiliency Code. IDA deemed that STM's efforts to identify the fault and restore the affected services expeditiously were not satisfactory and that STM could have potentially shortened the duration of the service disruption. In its decision, IDA also considered mitigating factors such as the fact that STM's 2G network was not affected during the service disruption and that end users who switched to STM's 2G network were still able to use their mobile services.
IDA takes a serious view of telecom service disruptions. Telecommunication service providers are required to continually improve the resiliency of their networks, in order to ensure that they will strive to always provide reliable telecom services in Singapore for consumers and businesses.
The Service Resiliency Code, which was first introduced in 1998 and revised in 2008, sets out the service standards and a penalty framework for service disruptions which result in widespread service difficulties. Under the Code, IDA may impose financial penalties which may vary according to the duration and extent of the disruption. IDA takes into consideration any mitigating factors or circumstances that the licensees may have before deciding on the penalties to be imposed for service disruptions listed in the penalty framework. Under section 8(1) of the Telecommunications Act (Cap. 323), the maximum financial penalty that IDA may impose for a contravention of the Service Resiliency Code is up to $1 million or 10% of the annual turnover of a licensee, whichever is higher.
ISSUED BY CORPORATE AND MARKETING COMMUNICATIONS DIVISION
INFOCOMM DEVELOPMENT AUTHORITY OF SINGAPORE
About Infocomm Development Authority of Singapore
The Infocomm Development Authority of Singapore (IDA) is committed to growing Singapore into a dynamic global infocomm hub. IDA uses an integrated approach to developing infocommunications in Singapore. This involves nurturing a competitive telecoms market as well as a conducive business environment with programmes and schemes for both local and international companies. For more news and information, visit www.ida.gov.sg.
For media clarifications, please contact: