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IMDA fines Netlink Trust S$500,000 for not meeting service standards

Thursday, October 27, 2016 - 10:29

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The Infocomm Media Development Authority (IMDA) has slapped a fine of S$500,000 on NetLink Trust (NLT) for not meeting the residential and non-residential Quality of Service (QoS) standards for service activation.

THE Infocomm Media Development Authority (IMDA) has slapped a fine of S$500,000 on NetLink Trust (NLT) for not meeting the residential and non-residential Quality of Service (QoS) standards for service activation.

A financial penalty of S$200,000 stems from failing to meet the residential QoS and the other S$300,000 for not meeting the non-residential QoS for the assessment period between January 2015 and June 2016.

The QoS framework for NLT's provisioning of non-residential end-user connection services was implemented since January 2013 to ensure that it provides a minimum acceptable level of quality of service. NLT owns the fibre network, which is the foundation of Singapore's Next Generation Nationwide Broadband Network.

In determining the two financial penalties, IMDA said that it took into consideration NLT's previous QoS failures, and the operational improvements made by NLT to raise its performance across the board.

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IMDA also noted that a number of delayed residential service orders were churn orders (orders where end-users have completed their 24-month contract and are seeking to switch broadband service providers) or second fibre orders (when end-users switch service providers, or when they have contracted fibre-based services from two or more broadband service providers).

"IMDA expects NLT to ensure that there is sufficient spare fibre in residential buildings to cater to all residential orders, and continue to improve its processes and ensure it fully meets all QoS standards," it said.

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