Be aware of scammers impersonating as IMDA officers and report any suspicious calls to the police. Please note that IMDA officers will never call you nor request for your personal information. For scam-related advice, please call the Anti-Scam helpline at 1800-722-6688 or go to

Publication of Statistics on Telecom Service Providers’ Handling of Consumer Feedback


IMDA has published statistics on Telecom Service Providers’ (TSP) handling of consumer feedback for the period from August to September 2022. The objective is to provide consumers with information on TSPs’ performance in handling complaints, while encouraging TSPs to improve their customer service standards1.  Subsequent reports will be published on a quarterly basis.

A key summary of the statistics is as follows:

  • Number of Complaints - The average complaint per 10,000 subscribers is 3.9 for mobile services, 1.6 for broadband services and 0.1 for fixed line services.
  • Complaint Resolution Timeframe - On average, close to 70% of all complaints were resolved within the first 5 days, with an additional 20% of complaints resolved within 14 days.
  • Waiting Time to Speak to a Customer Service Officer - The average hotline waiting time is between 2.5 minutes and 3.9 minutes for mobile, broadband and fixed line services, while the average live chat waiting time is 1.8 minutes.

The full set of statistics is available on IMDA’s website at


Issued by the Infocomm Media Development Authority (IMDA)

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 LinkedIn (@IMDA), Facebook (@IMDAsg) and Instagram (@IMDAsg).

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