NetLink Trust fined S$450,000 for not meeting service standards

The Infocomm Development Authority of Singapore (IDA) has imposed a S$450,000 fine on NetLink Trust, the network company for Singapore's nationwide broadband network (NBN) as it has failed to meet the quality of service (QoS) standards that it had agreed to.

According to the IDA, NetLink Trust's residential QoS for the period between July to December 2014, ranged between 88.46 per cent to 92.1 per cent of the residential service orders within three business days or by the request for activation (RFA) date. This fell short of the minimum standard of 98 per cent. NetLink Trust fulfilled 90.28 per cent to 94.52 per cent of the service orders within seven business days or by RFA + four business days, for which the standard is 100 per cent of all orders.

NetLink Trust has also not met IDA's non-residential QoS standards for the assessment period of April to December 2014. During this period, NetLink Trust fulfilled 38.27 per cent to 73.75 per cent of non-residential service orders within four calendar weeks of the date of the service order, or by the RFA date; falling short of the minimum standard of 80 per cent. NetLink Trust fulfilled 62.66 per cent to 88.28 per cent of the non-residential service orders within eight calendar weeks of the date of the service order, or within four calendar weeks of the RFA date; falling short of the standard of 100 per cent of all orders.