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OpenNet fined S$240,000 for breaching IDA service standards

OpenNet has been fined S$240,000 by the Infocomm Development Authority of Singapore for breaching its non-residential Quality of Service (QoS) standards for timely service provisioning from April 2013 to September 2013.

SINGAPORE: OpenNet has been fined S$240,000 by the Infocomm Development Authority of Singapore (IDA) for breaching its non-residential Quality of Service (QoS) standards for timely service provisioning from April 2013 to September 2013.

In arriving at the sum, IDA said it took into consideration factors such as the "large margin by which OpenNet had failed the QoS standards, and the need for IDA to take strong deterrent action against OpenNet for its poor QoS performance".

IDA said it also considered the extent to which third parties have contributed to the delays. These include delays encountered when OpenNet liaises with building owners or their management for site access, site survey, approvals for installation plans and insurance guarantees/security deposits, among others.

As part of its rectification measures, OpenNet had indicated that it had started to put in place several initiatives to reduce the delays.

These include pre-installing fibre cables at selected non-residential buildings and exploring the possibility of sub-contracting the fibre service provisioning work to their Requesting Licensees.

IDA will next assess OpenNet's QoS performance for non-residential end-user connection services starting in April 2014.

OpenNet has also committed to improving its performance for residential end-user connection services, which include providing more appointment slots on weekdays, weekends and during promotions such as IT shows, and improving processes to make end-users' transition from one fibre service provider to another more seamless.

OpenNet will make corresponding changes to its Interconnection Offer (ICO) to reflect the additional measures to improve the service provisioning standards to both the residential and non-residential sectors.

IDA said it will seek comments from the industry on the proposed ICO changes.

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