Service providers can do more for customers

Reader Lim Wee Ping's letter "Goodwill gesture not enough as compensation" (The New Paper, Feb 10) had asked the Infocomm Development Authority of Singapore (IDA) to work with the service providers to work out better compensation packages for end users affected by mobile service disruptions.

We would like to point out that the financial penalty imposed by IDA on the service providers and the compensation that service providers offer to end users are different matters.

Any penalties imposed by IDA are for contraventions of the Code of Practice for Telecommunication Service Resiliency, and are meant to provide a strong signal for service providers to take proactive actions to prevent further contraventions.

Any offers of compensation are up to the decision of the service providers and their service recovery policies.

However, in its investigations of service disruptions, IDA does take into consideration the assistance and compensation service providers offer to affected customers.

IDA is of the view that service providers can and should do more to address the needs of their customers as service disruptions cause great inconvenience.

While the service providers may take the initiative to offer compensation to their customers for service disruptions, they should also be mindful of their customers' expectations as to whether the compensation is commensurate with the extent of inconvenience caused.

Ng Sook FunDirector, Corporate and Marketing Communication, Infocomm Development Authority of Singapore

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