Cheaper way for consumers to resolve disputes with telcos could be up by end-2018
A cheaper and surer way for consumers to resolve their disputes over services and contracts with telcos could be set up by the end of 2018. Photo: Gilles Lambert/Unsplash.com
SINGAPORE — A cheaper and surer way for consumers to resolve their disputes over services and contracts with telcos could be set up by the end of 2018, with the authorities calling for feedback on Wednesday (Jan 17) on the mechanism they have in mind.
Consumers and small-scale business owners will be able to address common disputes over mobile, broadband and subscription TV services, such as over billing, compensation for service disruptions, unexplained mobile data charges, termination of missold plans, or dissatisfaction over service quality such as delays in installing fibre broadband service.
Consumers will pay as little as S$10 for a third-party to mediate in such disputes, under an alternative dispute resolution scheme proposed by the Info-communications Media Development Authority of Singapore (IMDA).
If the parties agree on a resolution in that two-hour face-to-face meeting, they sign a binding agreement. Otherwise, the matter can go to adjudication, where the parties submit documents to back up their side of the story. An alternative dispute resolution body to be appointed will make a formal judgment on the matter, which the consumer can either accept, or pursue further with the courts or the Small Claims Tribunal. Fees for consumers start at S$50 for adjudication.
For both processes, the fees to be paid to the alternative dispute resolution body will be split 10:90 between consumer and telco.
In comparison, consumers who wish to pursue mediation currently can turn to the Consumers Association of Singapore (Case) for a fee of at least S$37.45, or the Singapore Mediation Centre for at least S$267.50. But neither of these bodies can compel telcos to come to the table and agree on a settlement.
Under the alternative dispute resolution scheme proposed by the IMDA, telcos and media service providers must abide by the settlement, or face penalties. The setting up of the alternative dispute resolution scheme was provided for under changes to the Telecommunications Act and the IMDA Act enacted in February 2017.
While participation in general alternative dispute resolution schemes is typically voluntary, with the cost in the initial process borne only by consumers, the IMDA said there is "merit" in establishing a dedicated and independent scheme for the telecommunication and media sectors to "better serve consumers and resolve their disputes with service providers more fairly, efficiently and effectively". The authority noted that such schemes are already common in countries such as in the United Kingdom, Hong Kong, and Australia, adding that the proposed scheme is aimed at giving consumers an alternative channel to resolve disputes "in a fair, affordable, and effective manner, while incentivising faster resolution by the service providers".
In 2017, IMDA received more than 300 complaints related to billing and contractual disputes. Case handled 168 complaints involving the telco sector in 2015, down from 261 in 2014 and 257 in 2013.
The public can give feedback on the proposed scheme until February 28. Details are available at www.imda.gov.sg/regulations-licensing-and-consultations/consultations/open-for-public-comments.
