SINGAPORE – 14 NOV 2022
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 https://www.imda.gov.sg/about-imda/research-and-statistics/telecom-service-providers-consumer-feedback
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