A new scheme will make it compulsory for telco providers to participate in a mediation process to resolve consumers’ grievances over problems such as billing or contract issues, with the outcomes to be binding.

For a start, the Info-communications Media Development Authority of Singapore (IMDA) is exploring a partnership with mediation service providers such as the Consumers Association of Singapore (Case), to help out with the initial roll-out of the Alternative Dispute Resolution (ADR) scheme. An independent body will be subsequently appointed to oversee the scheme.

This was revealed by Minister for Information and Communications Dr Yaacob Ibrahim, who noted that such a collaboration will involve sharing of overhead costs and manpower.

Provisions to set up the ADR scheme were among the amendments to the Telecommunications Act which were passed by Parliament on Thursday (Nov 10).

However, an earlier proposal to raise the maximum compoundable fine for offences such as cable cuts from S$5,000 to S$10,000 was dropped.

Dr Yaacob told the House: “Given the seriousness of cable-cut incidents and their adverse impact on end-users, we have assessed that a more effective and targeted deterrent approach would be to focus on actively prosecuting and seeking harsher criminal sentences for such offences.”

Meanwhile, in response to questions from Members of Parliament (MP) Mr Zaqy Mohamad (Chua Chu Kang GRC) and Mr Ong Teng Koon (Marsiling-Yew Tee GRC) on whether there would be charges for the mediation services under the ADR scheme, 
Dr Yaacob said consumers will have to pay a nominal fee to deter frivolous claims.

He shared that about 400 cases of disputes were referred to the IMDA last year, with the actual number likely to be higher as some consumers may have given up pursuing the matter.

Under the amended Act, property owners will also be required to set aside rent-free space on their rooftops for the installation of telecom equipment and are prohibited from entering into exclusive arrangements with a specific telco.

Asked by Mr Louis Ng (Nee Soon GRC) on whether building owners have objected to the use of their premises and how such issues are addressed, Dr Yaacob said the IMDA receives about 30 objections ever year.

However, he noted that most cases were resolved through informal mediation, without the IMDA having to issue any formal directions for works to be carried out.

Responding to questions from Mr Zaqy and Mr Ong on the issue of space constraints on rooftops and whether telecoms can be encouraged to have more infrastructure-sharing arrangements, Dr Yaacob said such efforts are already in place.

Currently, telecom operators share spaces on existing monopoles and cell towers, as well as mobile deployments in places such as MRT tunnels.

Mr Ong had also asked the minister about the need to protect national interests when regulating mergers and acquisitions, as well as in the approval of chief executive officers and board members.

Dr Yaacob noted that Singapore has a liberalised telecom market where no restrictions are imposed on foreign ownership and control in telecom licensees.

“However, IMDA does maintain oversight over such transactions and appointments to ensure that they do not cause significant harm to market competition, consumers and the public interest,” he added.

Source:
courtesy of TODAY

by FARIS MOKHTAR

If you have any stories or news that you would like to share with the global online community, please feel free to share it with us by contacting us directly at [email protected]