There is a Live Chat
function to provide instant clarification between 9am and 11pm daily.
Items purchased for less than seven days are eligible for a one-to-one
exchange and delivery is free for faulty equipment exchanges.
We aim to provide excellent after-sales service by empowering the
first point of contact to take ownership of the case, so that customers
have a specific person to attend to them. Our online shop also has a dedicated hotline for after-sales support.
Responsible procurement
We select our suppliers - based locally or overseas - carefully to provide
our customers with the best quality we can at the best prices. During the
year, 84% of our purchases were from suppliers based in Singapore,
offering employment opportunities, higher efficiency and lower carbon
emissions from shorter delivery distances.
Data Protection
We respect our customers' privacy. Our database management system
resides on our servers to protect customer data from being compromised
or misused by third-party vendors. All our employees are trained to
handle customer information and other proprietary company information
with the utmost care and confidentiality.
Promotional messages are labelled as advertisements in compliance with
the Spam Control Act and customers have the option to be unsubscribed
from our mailing lists.
We also limit the number of direct marketing messages that we can send
to our customers via our marketing channels over a given time period.
The Customer Lifecycle Marketing team is the coordinating body and
ensures compliance with our internal Contact Policy. |
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Regulatory compliance
Singtel has a strong track record of compliance with the Dominant Licensee
Obligations under the Telecom Competition Code. For FY09/10 and FY10/11,
Singtel submitted an average of 150 tariff filings to the IDA. All the tariff
filings were submitted in accordance with the regulatory requirements under
the Telecom Competition Code except for one instance of non-compliance which
we rectified in October 2010. In December 2010, the IDA found Singtel in breach
of the Telecom Competition Code due to an inadvertent omission of certain
conditions in a broadband access tariff and imposed a fine of S$130,000.
Due to a software glitch in March 2010, about 6% of our customers experienced
disruption to their mio TV service. We issued three statements to the media
apologising to our customers, explaining the cause and the actions taken to
rectify the situation. All media queries and customer letters pertaining to the
service disruption were promptly attended to.
As a goodwill gesture, we offered all customers a continuous 72 hours of
free, unlimited viewing of all broadcast channels during the April 2010
school holidays. For this service disruption, the Media Development
Authority of Singapore (MDA) imposed a fine of $50,000. |
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