Moves being studied to improve consumers’ mobile experience
TODAY file photo
SINGAPORE — The authorities are mulling over a series of measures that could improve the mobile experience for consumers, such as requiring property owners to make rooftop space available rent-free for telecommunication providers to deploy infrastructure, and creating a new dispute resolution channel for complaints against telcos.
Giving access to some rooftop space upon request by telcos is among the proposed amendments to the Telecommunications Act (TA) — last revised in 2012 — that the Ministry of Communications and Information (MCI) has put up for public consultation.
“In our dense urban city, the most optimal way for mobile operators to deploy their infrastructure to complement mobile coverage is to use building rooftops to serve multiple buildings from one location,” said the MCI, which announced the amendments on its website on Friday (Aug 5).
Rooftop space will allow telcos to optimise the radio coverage of each mobile antenna, and use the space as a “springboard” to serve other lands or buildings.
Under the proposed amendments, the telco will be required to specify its intention to “springboard”, if any. The building owner must raise any objections to a telco’s notice to enter a building to the Infocomm Development Authority (IDA) within 14 days of the telco’s notification.
Currently, property owners are required to provide a specified amount of rent-free space, known as mobile deployment space (MDS), but it is not mandatory for the space to be sited on rooftops.
Noting that some building owners have rejected mobile deployment on their building rooftops, especially when such deployment does not primarily serve the building itself, the MCI has also proposed that the IDA be empowered to restrict “exclusive arrangements” between building owners and a particular telco.
As for consumers who are frustrated with incorrect bills sent out by their phone company, or over service failures, the MCI is proposing an alternative dispute resolution (ADR) scheme for the telecommunication and media industries.
Proposed amendments to the TA and the Media Development Authority of Singapore (MDA) Act will allow the MDA and the Infocomm Development Authority (IDA) to appoint independent bodies to direct specific telcos or media service providers to participate in the scheme.
The scheme will cover complaints that are contractual and individualised in nature, such as billing issues, or dissatisfaction over customer care or service levels, and requests for compensation.
The IDA receives more than 300 such complaints each year. Last year, the MDA received about 40 complaints relating to pay-TV.
Currently, consumers can seek recourse from the authorities or ADR channels, such as the Consumers Association of Singapore (Case).
Case handled 168 complaints involving the telco sector last year, down from 261 in 2014 and 257 in 2013.
In these situations, Case may help consumers draft letters or approach service providers on their behalf.
However, the authorities can neither dictate the remedies and corrective actions that service providers must offer to consumers, nor enforce their implementation.
For a start, the proposed scheme will be available to residential or individual retail customers, but it may be expanded to include businesses.
“Business end-users generally have greater bargaining power and hence, most disputes would be resolved amicably between the affected business end-users and the relevant service provider,” said the MCI.
Each successful mediation will lead to a binding agreement between the consumers and service providers. Otherwise, the consumer can take the case to the courts or the Small Claims Tribunal.
To strengthen regulatory oversight of the industry, the authorities also propose to increase the maximum compoundable fine for offences under the Act to S$10,000 — up from the present S$5,000.
Such offences include cable cuts and the unlicensed sale of telecom equipment.
The authorities have seen a spike in cases of underground cables being cut and damaged as a result of road works and construction projects, often due to the contractor’s negligence.
Mr Clement Teo, principal analyst at market research firm Ovum, said allowing telcos “unhindered access” to deploy mobile infrastructure on rooftops will boost the customer experience.
However, some issues remain to be ironed out during the execution phase, such as making sure that mobile infrastructure does not ruin the aesthetics of rooftops.
“These need to be spelt out such that parties walk away with a win-win situation. But the ultimate winner is the consumer,” he said.
Industry practitioners and the public can now offer their feedback on the proposed amendments until noon on Aug 24.
