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1.
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My telecom bills are irregular and sometimes inaccurate. What should I do?
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2.
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What are IDA's regulations regarding payment of disputed bills?
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Under the Telecom Competition Code (TCC), a consumer must pay the undisputed portion of the bill, but may withhold payment for any amount that is being disputed, pending resolution of the dispute.
Should the consumer be found liable for the payment, he or she will be required to pay the amount due, with reasonable compensation for the service provider's arbitration, litigation and collection expenses, plus interest. The rate of interest must be set at a commercially reasonable amount, which will be specified in advance by the service provider.
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3.
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What should I do if I want to dispute my bill?
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You should contact your service provider to verify the items in your bill against their call records. IDA will not intervene in billing disputes to determine the accuracy of the bills.
However, if you believe that the call records are not in order, you may wish to contact the Small Claims Tribunal or the Consumers Association of Singapore (CASE), together with the evidence to prove your case.
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4.
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Can IDA help me negotiate with my service provider for a bill waiver?
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Bill waivers are provided at the discretion of your service provider, and IDA will not be able to intervene. If you believe that you have been wrongly billed, you should notify your service provider.
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5.
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If I am disputing my bill, do I need to pay my service provider first?
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No, you are not required to pay the disputed amount until the dispute has been resolved. This is on condition that you inform your service provider about your dispute before payment is due.
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6.
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What happens if my service provider confirms that the charges in my bill are correct?
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If the charges in your bill are found to be correct, you will be required to pay the amount. However, if you still dispute the charges, you may approach the Small Claims Tribunal.
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7.
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If I have already paid my bill, can I still dispute it later?
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If you have already paid a bill and subsequently choose to dispute it, you will have one year (starting from the date of the bill) to do so.
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8.
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Can I dispute charges for prepaid services?
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Yes, if you purchase a prepaid service and choose to contest any charge, you will have one year (starting from the date on which the charge was deducted) to do so.
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1.
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What is Full Mobile Number Portability?
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Full Mobile Number Portability, which took effect from 13 June 2008, is an enhanced mobile number portability solution that allows consumers to retain full use of their existing phone number, even when they switch mobile operators. As such, they will not have to go through the hassle of updating all their contacts with their new number.
Both pre-paid and post-paid mobile subscribers can make use of this solution to retain their original phone numbers.
How is Full Mobile Number Portability different from the previous mobile number portability solution?
The previous mobile number portability scheme is based on a Call-Forwarding solution. Subscribers who were on the Call Forwarding solution possessed two mobile numbers (the original mobile number and a new mobile number issued by the new mobile operator which they switched to). A call made to the original number at the old mobile operator was call-forwarded to the new number. When a subscriber under the Call-Forwarding solution made a call or sent an SMS/MMS, the new number was reflected on the recipient's phone. Furthermore, the subscriber was not able to receive MMSes on his original number with the call-forwarding solution.
In addition, the Call-Forwarding solution applied only to post-paid mobile subscribers.
Full Mobile Number Portability has eliminated the above limitations, and also extended mobile number portability to pre-paid mobile subscribers.
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2.
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Who can enjoy Full Mobile Number Portability?
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All mobile customers can make use of Full Mobile Number Portability. However, if you have terminated your mobile service or if your mobile service has been suspended, you may not be able to use Full Mobile Number Portability to reinstate the use of the number that was given up during the service suspension/termination.
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3.
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How long will it take to activate the ported number?
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Typically, it will take one working day to activate the ported request lodged at an operator's outlet. This means that you will be able to use your existing number on your new mobile operator's network by the next working day* following the submission of your porting request. However, this timeframe is subject to your new mobile operator receiving approval from the original operator and to the volume of requests for the day.
* Saturdays, Sundays and public holidays are considered non-working days.
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4.
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Will I experience any service disruption when I switch mobile operator using Full Mobile Number Portability?
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There will be a short service disruption when your number is being switched over from your old mobile operator's network to your new mobile operator's network. This process typically includes deactivation and activation of your number in the old and new mobile operators' networks.
Depending on the volume of porting requests, the service disruption may take up to three hours. Mobile operators will try to minimise service disruption during the switching process, for example by carrying this out during off-peak hours. Your mobile operator will be able to advise you on the details and arrangements to minimise service disruption.
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5.
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What do I have to pay to use Full Mobile Number Portability?
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There will not be any charge from your original mobile operator for using Full Mobile Number Portability. However, your new mobile operator may impose a one-time administrative fee for handling your porting request.
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6.
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What happens to all my existing Value Added Services (VAS) when I use Full Mobile Number Portability?
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Value-added services (VAS) such as wallpapers, ring-tones, information services, and downloads that are provided by your old mobile operator will be terminated when you end your mobile contract with them.
Other types of VAS that you have subscribed from other service providers (for example, third-party content providers) will continue to be available if these service providers have put in place the necessary arrangements to route the VAS to your new operator's network. We encourage you to check with your third-party content providers to find out about these arrangements.
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7.
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Who can I contact for general enquiries about Full Mobile Number Portability?
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For general enquiries about Full Mobile Number Portability, you may contact your respective mobile operators.
- MobileOne Ltd: 1627
- Singapore Telecom Mobile Pte Ltd: 1626
- StarHub Mobile Pte Ltd: 1633
You may also contact IDA about policies related to Full Mobile Number Portability.
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1.
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I can't seem to be able to use my international calling card. What should I do?
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You should contact the relevant service provider, via the contact information on the calling card, to find out if there is any system error or ongoing maintenance work which may have rendered the card temporarily unusable. If the problem remains unresolved, you may refer your case to IDA for assistance.
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2.
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Why am I sometimes not charged for international calls in accordance with rates which have been published in advertisements?
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It is important to note the effective period of the call rates quoted in advertisements. Before making any international call using the card, it is advisable to contact your service provider on their hotline or check the relevant website for updated rates.
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1.
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My service provider did not inform me of some of the price conditions (such as the early termination charge) when I signed up for the service. What are my rights?
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All service providers must disclose, in advance, all price and non-price terms governing the provision of telecommunication services or equipment to customers. These terms should be disclosed in service contracts, the service providers' websites, brochures, pamphlets and/or other publicity material. You are strongly advised to read these terms and conditions prior to signing the service agreement.
Should you encounter such a situation, please approach your service provider for clarification. If the terms are not stipulated anywhere in either of the service provider's publicity material, you may bring the matter to IDA's attention.
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2.
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I have been misled by an advertisement for a telecom product/ service. How can I seek compensation?
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1.
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What should I do if I experience poor mobile coverage?
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You should bring the matter to your service provider's attention. For technical matters such as service coverage, the service providers are in the best position to provide assistance.
IDA has also put in place a set of minimum Quality of Service (QoS) standards to ensure good mobile phone service coverage in Singapore at all public access areas. Specifically, IDA requires mobile operators to ensure more than 95% street level service coverage and more than 85% in-building service coverage for publicly accessible areas such as the main lobby area, podium floors of tower buildings, multi-storey car parks and basement levels where services such as food courts and supermarkets are available.
Provision of service coverage in other in-building areas not indicated above, such as within lifts, offices and private homes, are not mandated by IDA. For such areas, IDA leaves it to the operators to decide and negotiate commercially with the building/home owners to install the necessary equipment to provide better service coverage.
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2.
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Does IDA set the minimum age requirement for the subscription of mobile services?
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IDA does not stipulate any minimum age requirement for mobile phone subscribers. Any such limits are decisions made by the operator.
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3.
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What should I do when I lose my mobile phone? How can I prevent my lost mobile phone from being used by other parties?
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If you lose your mobile phone, you should immediately inform your service provider to disconnect your service and arrange for a replacement SIM card and/or mobile phone. You may wish to make a police report if you suspect that your phone has been stolen.
You may also activate certain security features (e.g. SIM card locking, PIN codes) to prevent unauthorised usage of your mobile phone.
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4.
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Is it true that IMEI (International Mobile Equipment Identity) numbers can be used to trace stolen phones?
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As the regulator of the telecommunications sector in Singapore, IDA does not mandate that mobile service providers install phone-blocking systems, such as those based on IMEI, to trace stolen mobile phones for their customers. From the commercial perspective, phone tracking or blocking systems are costly, can cause substantial network delays, and are technology dependant. The solutions are also difficult to administer, given the fast churn of handsets and their relatively short economic lifespan.
Instead, IDA supports other measures taken by the mobile service providers to help curb fraudulent activities, such as immediate suspension of service, replacement of SIM cards and exchange of information, where appropriate.
More importantly, IDA advises mobile phone users to take precautions to secure their mobile phones, just as they would any other personal belongings. In the event of phone theft, subscribers can lodge a police report, and the mobile service provider is obliged to render assistance to the Police for any investigation into the matter.
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5.
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What is a Mobile Phone Base Station and what is its purpose?
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A typical Mobile Phone Base Station consists of radio equipment rack with transmitters and receivers and directional antennas. The antennas are usually mounted on a tower or monopole or rooftop (of tall buildings like HDB flats, condominiums and commercial/industrial buildings) that provide the necessary height for the intended service coverage.
The purpose of each station is to connect mobile phone users to the Mobile Phone Network to make calls. A Mobile Phone Base Station receives radiofrequency waves from the mobile phones and sends them to the Mobile Phone Networks to other mobile phone users or Public Switched Telephone Network (“PSTN”) fixed line users.
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6.
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What is radiofrequency (RF) radiation?
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Electromagnetic field (“EMF”) radiation refers to the waves of electric and magnetic energy that are transmitted through the air at the speed of light. Different types of EMF radiation are categorised by their wavelengths or frequencies. Radiofrequency is the portion of EMF radiation with frequencies ranging from 3 kilohertz (kHz) to 300 Gigahertz (GHz). In radio-communication systems, RF is used to carry audio, video and data information such as voice and video call, short message, e-mail, data file etc from one point (antenna) to another (radio receiver).
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7.
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Do mobile phone base stations pose a risk to health?
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8.
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How does the IDA regulate mobile phone base stations to ensure that RF radiation levels are within safety guidelines?
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We are mindful of public concerns over the effects of RF radiation from mobile phone base stations, for which we are the licensing authority. We have therefore specified technical specifications, such as limiting the emission power of base stations, so that base stations operate within the standards developed by the ICNIRP. In addition, IDA works closely with NEA to ensure RF radiation from mobile phone base stations installed island-wide are within the safety guidelines specified by ICNIRP. To IDA’s knowledge, current RF radiation levels in public accessible areas around mobile phone base stations are far below the ICNIRP exposure limits and are therefore safe.
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9.
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How many Mobile Phone Base Stations are there in Singapore and why are there so many Stations?
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There are about 5,500 Mobile Phone Base Stations installed island-wide by Mobile Phone Service Providers to cater for users’ demand and to meet the IDA’s Quality of Service (“QoS”). Each base station has service coverage ranging between 500m and 2 km in radius.
Mobile phone base stations are needed for two reasons – coverage and capacity. To meet the demands from Singapore’s high mobile phone penetration rate of more than 100 per cent, ample base stations will be needed around the island to provide users with good coverage. If there is not enough capacity, then at peak periods, such as during the festive seasons, the network will be congested and you may not be able to receive calls, or may need to make several tries before being able to place a call.
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10.
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How do the Mobile Phone Service Providers plan the location of a new Mobile Phone Base Station?
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Mobile Phone Service Providers plan the location of new mobile phone base stations based on their customers’ feedback on coverage and site conditions. In HDB estates, Mobile Phone Service Providers would negotiate with HDB and Town Councils to lease a space for the installation of base stations. In condominiums, industrial and commercial buildings, they would negotiate with property owners to lease the space for the installation of base stations.
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11.
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Does IDA inspect the base stations of the Mobile Phone Service Providers?
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IDA conducts regular street-level coverage measurements of mobile phone base stations to ensure they comply with IDA’s licensing requirements. In these checks conducted jointly with NEA on the RF measurements of the mobile phone base stations around Singapore, IDA and NEA have found that RF radiation levels around these base stations are within the safety guidelines set by ICNIRP.
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12.
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What is IDA’s approach on regulating mobile phone handsets?
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IDA approves the use of equipment to be used for connection to any telecommunication system, such as mobile phones. Mobile phone manufacturers must demonstrate to IDA that their devices comply with certain technical requirements set out by IDA. These requirements ensure that such devices operate within the standards developed by the ICNIRP.
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1.
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Why is there a need to record my personal details when I buy prepaid SIM cards?
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This requirement was introduced in November 2005 as part of an ongoing and holistic security review by the Government to boost Singapore's security. It has been observed that criminals and terrorist organisations have exploited the anonymity of prepaid SIM cards to avoid detection.
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2.
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What are the documents required for buying a prepaid SIM card?
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Mobile service providers such as the SingTel, StarHub and M1 will need to electronically record your personal details when you buy a prepaid SIM cards. For the purpose of registering prepaid SIM cards, the following documents will be accepted:
- Singaporeans: Pink identity cards
- Singapore Permanent Residents: Blue identity cards
- National Servicemen: SAF11 B, SPF11 B and SCDF11 B
- Foreign Workers: Work Permit Identification Cards (issued from 3 May 1999)
- Foreign Visitors: Passports
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3.
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What if I lose my NRlC? During that period, can I register with my passport instead?
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Any Singaporean or Permanent Resident who loses his identity card should lodge a police report as soon as possible. The person is required to produce the police report in order to apply to the Immigration & Checkpoints Authority for a replacement identity card.
An existing prepaid SIM card customer may wish to obtain his or her replacement identity card before proceeding to reregister an existing prepaid SIM card or register a new prepaid SIM card.
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4.
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Can I use a photo-stated copy of my identity documents to register?
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Only original identity documents can be used for registration.
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5.
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Why can't I buy more than 10 prepaid SIM cards? Why is there a limit?
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From a law-enforcement perspective, the fewer prepaid SIM cards a person can own, the lower the chances of the card being used as a tool to perpetuate crime.
Various non-security issues were also taken into consideration before the limit was set. The Ministry of Home Affairs, in consultation with IDA and the service providers, reviewed market trends which showed that the majority of prepaid SIM card subscribers usually register for up to five prepaid SIM cards. The cap set at 10 adequately caters to an entire family with grandparents and/or young or school-going children - some of whom may not be eligible to purchase their own prepaid SIM card.
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6.
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Why can't a 14-year-old or younger buy prepaid SIM cards?
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Singapore citizens who reach the age of 15 are issued identity cards. The new age requirement therefore facilitates the recording of personal details of customers. Children under 15 years of age are not disadvantaged because their parents or guardians can purchase prepaid SIM cards for their use.
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7.
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Can an errant retailer sell me a prepaid SIM card even though I am already subscribing to 10 prepaid SIM cards, or I am under 15 years of age?
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The registration of new prepaid card sales by local dealers is carried out via terminal devices. This electronic system in turns checks the number of active prepaid cards that a customer currently holds and also his/her age. Should the subscriber already reach the limit for active prepaid cards or if the age requirement of the subscriber is not met, the electronic system will not allow the registration to continue.
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8.
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What if someone fraudulently uses my name to buy prepaid SIM cards, and ends up preventing me from buying prepaid SIM cards?
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If you discover that your particulars have been used - without your permission - by someone else to register for prepaid SIM cards, you should lodge a police report.
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9.
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Will I be liable for any criminal activity involving a prepaid SIM card if my particulars were fraudulently used for its registration?
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If police investigations show that a prepaid SIM card, which was used in connection with a crime, was fraudulently registered using a person's particulars, that person will not be liable.
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10.
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How is my privacy protected?
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Service providers will scan the identity document of each customer using a terminal device. The terminal device can only be used to verify a user's eligibility to purchase a prepaid SIM card. Subscriber details captured via the device are strictly confidential.
The service providers will store the details of their respective customers and they are required to preserve them in accordance with existing laws. Each service provider can only access its customers' subscriber details and not the subscriber details belonging to the other service providers. Retailers cannot call up or extract personal information or transmit such information to others. If law enforcement agencies require subscriber details, these agencies will have to go through established legal processes.
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11.
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Even if we control the prepaid SIM cards here, there are other prepaid SIM cards being sold overseas and these can be used in Singapore. Also, what if customers bought the prepaid SIM from the service providers' overseas outlets? Would a customer be subjected to registration? Isn't that a loophole?
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As prepaid SIM cards are sold worldwide, the measures in Singapore alone will not be 100 per cent foolproof. However, the new requirements pave the way towards a more robust means of preventing the exploitation of prepaid SIM cards for criminal and terrorist activities.
Service providers licensed in Singapore will require their overseas dealers to record the personal details of overseas customers. As more countries introduce similar measures, the tighter controls over prepaid SIM cards will help reduce the use of these cards as means for criminals and terrorists to carry out their illicit activities.
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12.
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How will the new SIM card registration requirements be enforced? Which agency or agencies will ensure that the new measures are effective?
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The service providers have been cooperating with IDA and MHA to set up a practical regulatory regime for the sale of prepaid SIM cards. However, should any of the local mobile service providers fail to comply with these registration requirements, it would amount to a breach of IDA's licensing conditions. IDA may issue a warning, impose a financial penalty, suspend or terminate their licence.
Service providers are responsible for ensuring that they and their dealers comply with the registration requirements, failing which they will be answerable to IDA for breach of the licence conditions.
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1.
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What measures have IDA put in place to protect consumers and ensure that service providers provide satisfactory service?
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IDA has established the Telecom Competition Code (TCC) which spells out the key regulatory responsibilities of all telecom equipment and service providers, including the duties of providers to their end users.
Under the Code, your service provider must:
- Disclose the prices, terms and conditions of telecom services before providing them,
- Provide clear and accurate bills,
- Provide clear procedures for you to dispute bills/charges,
- Ensure fair procedures for suspending or terminating a service, and
- Protect your personal particulars/service information.
IDA also requires service providers to comply with Quality of Service (QoS) standards for telecom services. To learn more about your rights as a consumer, please see Regulatory Obligations of Telecom Service Providers.
If you have evidence to show that a service provider has failed to comply with these regulatory requirements, please notify IDA at info@ida.gov.sg.
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2.
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What should I do if I do not receive an acceptable level of service from my service provider?
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If you are dissatisfied with the level of service provided, you should raise the matter with the service provider concerned. IDA has established a set of minimum Quality of Service (QoS) standards for telecommunication services, which the relevant service providers have to comply with. IDA will ensure compliance of service providers with the minimum standards set.
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3.
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My service provider provides sloppy and unresponsive customer service. What can IDA do to help me?
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If you are dissatisfied with the customer service, you should highlight the matter to your service provider in writing. State the details of the conversation (e.g. name of the customer service officer, time of call, issue highlighted, response received, and the reason for your dissatisfaction) so that the service provider's management can look into the matter.
In a competitive telecom environment, IDA has refrained from setting standards on customer service for service providers. IDA believes that competition will compel the service providers to strive to provide better service to retain their customers.
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4.
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What should I do if I have faulty equipment?
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You should request for remedial action from your service provider and/or equipment dealer, as provided for in the contract between you and the service provider or equipment dealer. The contract is governed by the relevant Laws of Contract, and IDA will not be able to intervene.
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5.
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What happens if my service provider refuses to take remedial action or offers a solution that I find dissatisfactory?
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6.
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What should I do if I want to dispute my service contract?
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It is advisable to approach your service provider or seek proper legal advice if you have concerns regarding your contract. All contracts are governed by the relevant Laws of Contract, and IDA will not be able to intervene.
You can also avoid service contract disputes by seeking clarification from your service provider and being fully aware of all terms and conditions of your service contract before signing it.
The following are some terms you should look out for:
- Length of contract and penalties for early termination of the contract,
- Charges for termination of contract/ service,
- Period of notice required before contract/service can be terminated,
- Compensation actions of the service provider should they fail to deliver the service that you had paid for, and
- Automatic renewal of contract/ service term if you do not expressly instruct your service provider to terminate the contract/service.
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7.
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I am told that I have subscribed to a service but I do not recall doing so. What should I do if I wish to dispute this?
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You should contact your service provider for clarification. Some content service providers send unsolicited SMS messages to invite mobile phone users to subscribe to services such as ringtone downloads, chat and information services. You may have mistakenly subscribed to a service by responding to the SMS.
To avoid such a scenario, it is advisable to read and fully understand the terms and conditions before downloading any content or subscribing to any service. IDA is generally not able to intervene in matters where the customer has contractually agreed to subscribe to such services.
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8.
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What are IDA's regulations regarding the use of consumer information by service providers?
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Under the Telecom Competition Code (TCC), equipment and service providers have a duty to protect End User Service Information (EUSI), which is defined as all information that a service provider obtains as a result of the consumer's use of its telecommunication service or equipment.
A service provider may use the EUSI only for the following purposes (unless authorised to do otherwise by the consumer):
- planning, provisioning and billing for any telecommunication services or equipment,
- managing bad debt and preventing fraud,
- facilitating interconnection and inter-operability between licensees, and
- providing assistance to law enforcement or other government agencies.
Equipment and service providers are not permitted to use the EUSI for purposes other than those stated above, unless the end user consents to these other purposes, for example, the development or marketing of other goods and services. They are also not allowed to release the EUSI to third parties or affiliates without your consent.
In addition, equipment and service providers have to put in place a set of easy-to-use procedures for granting or withdrawing consent for the use of their EUSI for purposes other than those specified above. They will also have to inform consumers of these procedures.
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9.
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Useful tips when contacting your service provider
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Here are some pointers to bear in mind when you approach your service provider for assistance with a problem:
- Lodge your feedback/complaint through an email or letter to ensure that the details of the feedback/ complaint are appropriately captured and documented.
- Keep a record of all emails or letters that you have with your service provider regarding your feedback/complaint.
- If you have made a phone call, record the date and time of the call, the service staff you spoke to, as well as the details of the conversation.
- our service provider may need to conduct an investigation before responding to you on your feedback/complaint. Contact your service provider if you do not receive a response within 1-2 weeks.
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1.
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Why am I sometimes unable to send or receive SMS?
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SMS performance can be affected by many factors. For example, a user may experience delays in receiving SMSes if his mobile phone is receiving other messages concurrently, or if his phone is out of the coverage area during a message delivery attempt.
IDA has established an industry-driven inter-operator Short Messaging Services Working Group (SMSWG) to identify and address SMS interoperability issues. Please refer to this article produced by the SMSWG for more information on common SMS performance issues.
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2.
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Does IDA intend to mandate a minimum QoS level for the provision of SMS services?
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Given the competitive nature of the mobile phone market, IDA has decided not to impose any minimum QoS level for the provision of SMS services by mobile operators. It will, instead, measure and publish operators' performances on its website to make the SMS service levels transparent to mobile users. IDA hopes that by making the results transparent, it will spur operators to maintain and improve on their service levels to the benefit of consumers.
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3.
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How often will the results be published?
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IDA conducts half-yearly tests on the SMS performance of operators. IDA will publish these results twice a year.
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1.
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What is a SIM-locked handset?
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If a handset is SIM-locked to an operator's network, that handset would only work if inserted with that operator's SIM card, and not other operators' SIM cards.
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2.
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Can operators use SIM-locks?
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Generally, mobile operators are not allowed to SIM-lock, as the operators could use SIM-locks as a means to unfairly prevent end-users from switching to other operators. Operators can only use SIM-locks in exceptional cases, e.g. rental equipment.
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