1. What are my rights regarding price disclosures for telecom services?

Prior to providing any telecom service, your service provider must disclose to you its prices, terms and conditions for the service.  Such information about its standard telecom service must also be readily available, current and easy-to-understand.

2. What must service providers observe regarding billing of consumers?

Your service provider should provide you with clear and accurate bills.

3. What are my rights if my service provider wants to terminate or suspend a telecom service that I subscribe to?

Your service provider should clearly specify the procedures for suspending or terminating their service.  These are usually stated in the service contract of the service providers.

4. What is End User Service Information (EUSI)?

End User Service Information (EUSI) includes data such as the services you use, your service usage patterns, your telephone number and network configuration, your location information and your billing name, address and credit history.

5. What can the service provider use my End User Service Information (EUSI) for?

Your service provider is allowed to use your EUSI for the following purposes:

i. Planning, provisioning and billing for any telecom service your service provider offers.

ii. Manage bad debt and prevent fraud.

iii. Facilitate interconnection and inter-operability between service providers for the provision of telecom services.

iv. Provide assistance to law enforcement, judicial or other government agencies.

v. Comply with any regulatory requirement imposed by IDA authorising the use of the EUSI.

Other than for the above listed purposes, your service provider should not disclose your EUSI to third parties without your prior consent.

6. How can I protect my End User Service Information (EUSI) and privacy?

You may wish to note that, often, events like lucky draws or straw polls contain clauses which allow your information to be used by some companies for subsequent marketing or advertising purposes.  To protect your own privacy, it is advisable to clarify these clauses before participating.

7. What should I do if I find out that my service provider has failed to fulfil its obligations?

If you are aware or suspect that any telecom service provider has failed to comply with any of IDA's rules and regulations such as those listed above, please alert IDA at info@ida.gov.sg.