Singapore raises bar for telco consumer protection
Singapore raises bar for telco consumer protection
By eGov Innovation Editors | Jan 31, 2012
The Infocomm Development Authority of Singapore (IDA) is putting in place measures to improve the quality of 3G mobile services in the country.
The new 3G mobile QoS framework takes effect on April 1 and would include provisions such as barring of Premium Rate Services (PRS), limiting of data roaming charges and publication of typical broadband speeds.
The new protection measures covers 99 percent of outdoor areas and road and Mass Rapid Transit (MRT) tunnels, and provides for 85 percent coverage within buildings. Minimum standards have also been set for peak hour success call rates and drop call rates for mobile calls, indicators that were previously only monitored by IDA.
"Singapore has one of the world's highest mobile phone services adoption rate. Thus, mobile phone services have become indispensable and consumers' expectation for good mobile coverage in Singapore has increased," explained Leong Keng Thai, Deputy Chief Executive and Director-General (Telecoms & Post). "The revised 3G mobile QoS standards thus seek to improve consumers' mobile service experience within technical constraints of wireless technology."
The revised framework raised the penalties from $5,000 to $50,000 for each instance of non-compliance to the new QoS standards.
*Premium rate for mobile content -- Mobile subscribers usually incur additional charges for subscription to mobile content services such as ringtone and game downloads, quiz and news services and chat lines. Effective February 1, these services can be subscribed to or unsubscribed easily via SMS. Those subscribing to the service will also be given reminders about the service price and other terms and conditions governing the service, as well as instructions on how to unsubscribe later.
IDA encourages parents to explain to children that additional charges are incurred every time they subscribe to such services. It said this measure is aimed at protecting vulnerable groups such as children from getting automatically charged for premium services.
*Data roaming bill cap -- To minimize data roaming bill shock, provisions were introduced in the new QoS standards to allow mobile subscribers to easily deactivate or reactivate data roaming. They would also be able to suspend the service when charges reach $100 every month.
*Publication of typical broadband speeds -- When choosing a broadband plan, mobile subscribers will be given new information on typical download speeds they are likely to experience vis-a-vis the theoretical maximum speeds most telcos disclose.
"This information will be published on the ISPs' websites and other advertising materials and intended to provide more transparency on the broadband speeds so that consumers can make better decisions when choosing a broadband plan which best meets their needs," IDA said.
Consumers should also be advised that there are many factors affecting the broadband speeds such as the capability of the equipment used by the end-user, the location of websites being accessed, the bandwidth provided by the website administrator, and the types of applications used.
* Expanded service coverage -- The new QoS standard provides that success rate for PSTN/mobile calls during busy hours should be 99 percent on average monthly, while drop call rate should average less than 1 percent on average per month on regular hours and not more than 2 percent of calls during busy hours.
In reviewing the 3G mobile QoS standards, IDA said it took into consideration the nature of mobile/wireless technology where there could still be areas where it will be technically difficult for mobile signals to penetrate.
"For buildings or homes with poor coverage, the operators are required to take reasonable efforts to address these issues. In some cases, operators may need to install dedicated equipment within units and/or building premises," IDA said.
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