IDA fines NetLink Trust $450,000 for delays

The Straits Times

Broadband network service provider NetLink Trust has been fined a total of $450,000 by the Infocomm Development Authority of Singapore (IDA) for failing to meet Quality of Service (QoS) standards.

IDA said in a statement on Wednesday that it imposed a fine of $50,000 on NetLink Trust for failing to fulfil all residential service orders within the stipulated duration of three to seven business days from July to Dec 2014.

NetLink Trust connected 88.46 per cent to 92.21 per cent of residential orders within three business days, which fell short of the required minimum standard of 98 per cent.

It also connected 90.28 per cent to 94.52 per cent of residential orders within seven business days, failing to meet the standard of 100 per cent.

In addition, NetLink Trust was also fined $400,000 for failing to fulfil all business service orders within eight weeks, for the period of April to Dec 2014.

It connected 38.27 per cent to 73.75 per cent of business service orders within four weeks, which fell short of the minimum standard of 80 per cent.

Meanwhile, it fulfilled 62.66 per cent to 88.28 per cent of business service orders within eight weeks, failing to meet the standard of 100 per cent.

IDA said that despite NetLink Trust's improvement in its processes, its remaining margins of failure were found to be unacceptable.

The authority added: "IDA expects NetLink Trust to improve its processes, and will continue to monitor NetLink Trust's performance closely. NetLink Trust is required to fully meet the QoS standards set by IDA."

minlee@sph.com.sg