IDA regulates the performance of key services offered by operators by setting Quality of Service (QoS) standards and requiring the operators to submit periodic reports of their service quality.

Operators who fail to comply with the telecommunications QoS standards would have to pay a financial penalty of S$5,000 for each non-compliance. For postal QoS, the financial penalty is S$5,000 for each non-compliance with a primary indicator and S$1,000 for each non-compliance with a secondary indicator. Generally, standards which tend to have a wider public impact over longer periods and which can cause major public inconveniences, should there be any failure of compliance, are considered as primary indicators.

IDA regularly reviews the QoS requirements to take into account industry and technology changes, as well as changes in consumer demand, to ensure that the requirements remain relevant.


Quality of Service Standards

Broadband Internet Access Service
Broadband QoS Standards
Public Cellular Mobile Telephone Service
Public Cellular Mobile Telephone Service QoS Standards
Fixed Network Telecommunication Service (Public Basic Telecommunication Service)
Public Basic Telecommunication Service QoS Standards
Fixed Network Telecommunication Service (Leased Circuit Service)
Leased Circuit Service QoS Standards

Postal Services

Delivery of Local Ordinary mail posted before 7pm within CBD and 5pm outside CBD
% of mail delivered outside CBD areas by next working day (P)	98%
% of mail delivered within CBD areas by next working day (P)	99%
% of mail delivered within/outside CBD areas by second working day (P)	100%
% of registered mail delivered by second working day (P)	100%
% of outgoing mail connected by departing flights by next working day	95%
% of incoming mail received before 8pm at airport delivered by next working day :
* Mail delivered to areas outside CBD	98%
* Mail delivered to areas within CBD	99%

Related Links

• FAQs on Telecommunications and Postal Services