NetLink Trust, the Network Company of Singapore’s Nationwide Broadband Network, has failed to meet the Infocomm Development Authority of Singapore’s (IDA) Residential and Non-Residential Quality of Service (QoS) standards.
For its Residential QoS performance from the period July to December 2014, NetLink Trust fulfilled 88.46% to 92.21% of the residential service orders within three business days or by the Request for Activation (RFA) Date, falling short of the minimum standard of 98%.
NetLink Trust fulfilled 90.28% to 94.52% of the service orders within seven business days or by RFA + four business days, for which the standard is 100% of all orders.
IDA has imposed a financial penalty of $50,000 on NetLink Trust for not meeting the Residential QoS standards, after considering the measures that it has committed to undertake to manage delays arising from end-users switching from one retail service provider to another. These delays constituted the main bulk of its failed 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% to 73.75% 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%.
NetLink Trust fulfilled 62.66% to 88.28% 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% of all orders.
NetLink Trust had earlier been penalised $240,000 for not meeting the Non-Residential QoS standards from Q2 to Q3 2013. For the current assessment period, NetLink Trust has been penalised $400,000 for not meeting the Non-Residential QoS standards, even after being given a six-month period from October 2013 to March 2014 to rectify its processes and improve its performance.
IDA expects NetLink Trust to improve its processes, and will continue to monitor NetLink Trust’s performance closely. NetLink Trust is required to fully meet the QoS standards set by IDA.
