Requiring Retail Fibre Network Service Providers to Inform Affected Subscribers of Restitution and Avenues of Redress In Event of Disruption
Ministry of Digital Development and InformationSpeakers
Summary
This question concerns whether retail service providers must proactively notify subscribers of restitution and avenues of redress following a fibre disruption affecting approximately 2,000 households. Ms Elysa Chen raised this inquiry after third-party roadworks damaged NetLink Trust and Singtel cables in Bishan and Thomson on 15 September 2026. Minister for Digital Development and Information Mrs Josephine Teo stated that specific refunds, waivers, or service recovery are generally handled directly by Internet service providers under their respective customer terms. She noted that consumers with unresolved disputes may utilise the Infocomm Media Development Authority's Alternative Dispute Resolution Scheme for mediation or binding determinations regarding compensation. Additionally, Minister for Digital Development and Information Mrs Josephine Teo shared that the Authority is investigating the incident under its Earthworks Requirements and will act if regulatory or legal duties were breached.
Transcript
70 Ms Elysa Chen asked the Minister for Digital Development and Information following the fibre service disruption affecting about 2,000 households in Bishan and Thomson on 15 September 2026 (a) whether IMDA requires retail service providers to proactively inform affected subscribers of the restitution and avenues of redress that they are entitled to; and (b) if so, what are they.
Mrs Josephine Teo: On 15 September 2026, a third-party contractor performing road widening works damaged multiple NetLink Trust (NLT) and Singtel cables, disrupting about 2,000 end-user connections in parts of Bishan and Thomson. NLT and the affected Internet service providers (ISPs) issued updates through their respective channels to inform affected users of the disruption and subsequent restoration efforts. NLT subsequently confirmed that services were fully restored at 5.40 am on 16 September.
Any specific refund, waiver or other service recovery offered to an affected subscriber would generally be dealt with by the subscriber's ISP in accordance with its customer terms and policies. Where a consumer has a dispute with an ISP that cannot be resolved directly, the consumer may also consider the Infocomm Media Development Authority's (IMDA's) Alternative Dispute Resolution Scheme, which covers eligible disputes relating to telecommunication services, including fibre connection services. The Scheme provides for mediation and where applicable, a binding determination, and can cover service recovery or compensation in kind or monetary terms, subject to the Scheme's criteria and exclusions.
For this incident, IMDA is investigating the circumstances surrounding the cable damage. To reduce the risk of such incidents, IMDA's Earthworks Requirements set out a process that contractors must follow before commencing earthworks near underground telecommunications cables. IMDA will take appropriate action if its investigations find that any party has failed to discharge its regulatory or legal responsibilities.