NetLink Trust fined $50,000 for failing to meet quality standards

NetLink Trust fined $50,000 for failing to meet quality standards
Contractors from OpenNet installing the fibre broadband network in the Tampines estate in 2012.

Updated at 5:25pm with statement from NetLink Trust

SINGAPORE - NetLink Trust, formerly OpenNet, has been fined $50,000 after failing to meet the quality standards set by the Infocomm Development Authority of Singapore (IDA).

This is NetLink Trust's third fine in two years. It had been given two separate fines of $200,000 and $240,000 last year for a series of installation delays affecting home and business users, reported The Straits Times.

In a statement, IDA said that the reduced amount of the fine imposed on NetLink Trust took into consideration the "significant improvements" displayed by the company in providing connection service to residential end users during the first half of this year.

During this period, NetLink Trust fulfilled 85.34 per cent to 92.48 per cent of the service orders within three business days, short of the minimum standard of 98 per cent. NetLink Trust fulfilled 89.1 per cent to 94.85 per cent of the service orders within seven business days, for which the standard is 100 per cent of all orders.

IDA requires NetLink Trust to make additional changes to improve its quality of service. Some of the measures include having to pay an increased rebate to customers for delayed orders.

Following IDA's announcement, NetLink Trust released a statement saying that it "respects the decision by the IDA" and is "heartened" that IDA recognises NetLink Trust's efforts to improve its services.

Mr Ng Yong Hwee, NetLink Trust's CEO said that the company "acknowledge(s) the additional changes proposed by IDA and will work closely with IDA and all industry partners to ensure smooth implementation of the initiatives."

ayxhy@sph.com.sg

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