MARKETPLACE AND CUSTOMERS
RESPONSIBLE PRODUCTS AND SERVICES
The Singtel Group strives to reduce the negative impact of our products and services. For us, responsibility encompasses safety, privacy and fair communications for our stakeholders in the marketplace.
CUSTOMER HEALTH AND SAFETY
DMAWe take any potential risk to the health and safety of our customers very seriously. It is perceived that the telecommunications industry might pose a risk to health and safety of people due to the emission of Electromagnetic Energy (EME) from mobile devices, base stations and tower infrastructure.
Since the 1990s, there has been a lot of research on EME and we keep abreast of the latest developments and publications. The World Health Organisation (WHO) has been active in promoting such research and awareness. They state that while several scientific studies have been performed over the last two decades to assess potential health risks, there is currently no conclusive evidence regarding adverse health effects caused by mobile phone usage.
Our Compliance Efforts
While there is no substantiated evidence of health risks at large, perceived health risks can still be a concern for our customers, the community and regulators. We take necessary precautions to ensure compliance with local and global standards. We continue to monitor research findings on EME risks and their implications on relevant standards and regulations in the markets where we operate and the rest of the world.
In Singapore, the Radiation Protection & Nuclear Science Department (RPNSD), an office of the National Environment Agency (NEA), is responsible for all matters relating to EME exposure. According to RPNSD, the levels of mobile phone radiation permitted in Singapore complies with the WHO’s recommended International Commission on Non-Ionizing Radiation Protection (ICNIRP) standards and that radiation exposure from base stations is far lower than that from mobile phones. The ICNIRP Standards are adopted by many countries around the world and are considered best practice.
Whenever there are concerns from the public or building owners, Singtel engages NEA to conduct measurements near the mobile base stations, antenna locations and the locations of concern. In FY2015, there were 11 cases and all the measurements conducted showed that Singtel’s mobile base stations complied with the radio frequency (RF) radiation levels and safety guidelines set by ICNIRP. The mobile phone handsets sold at our Singtel Shops also comply with regulatory guidelines set out by RPNSD and IDA.
In Australia, we design and deploy our network to comply with the relevant Federal Government mandated standards for exposure to EME. These standards are formulated and regularly reviewed by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA). ARPANSA is part of the Commonwealth Department of Health. ARPANSA’s Standards are based upon those recommended by the ICNIRP.G4-15
We also conduct audits of base stations and undertake predictive EME modelling and testing to ensure compliance at our sites with the Australian standards. All of our sites have EME reports available to the public at www.rfnsa.com.au.PR2
CUSTOMER DATA PRIVACY AND PROTECTION
DMAIn our ICT industry, customer trust is a key aspect of what our brand stands for. Hence, customer privacy and data protection is a big focus across our operations and supply chain. This goes beyond just meeting regulatory and compliance requirements, but embedding clear policies, systems, processes and checks within our organisation.
Data privacy and protection is of paramount importance to our consumer and enterprise customers. Due to the nature of our business and industry, we hold a lot of customer information and we strive to keep their information secure. Our policy is to be open and transparent about how we collect, use, and disclose our customers’ personal data.