IDA fines NetLink Trust over activation delays

22 Oct 2015

Regulator IDA Singapore has imposed an S$450,000 ($323,000) fine on ISP NetLink Trust for failing to meet minimum residential and non-residential QoS standards.

IDA announced that between July and December last year NetLink Trust fulfilled 88.5% to 92.2% of residential service orders per month within three business days or by the request for application date, falling behind the standard of 98%.

Likewise only 90% to 94.5% of orders were filled within seven business days or four business days after the RFA date, which is the maximum allowable timeframe for 100% of all orders. The company has been fined S$50,000 for failing to meet these standards.

For corporate and other non-residential services, between April and December last year NetLink Trust activated between 38.3% and 73.7% of service orders within four calendar weeks. The minimum standard is 80%.

IDA said in calculating the fine it factored in efforts the ISP has taken to improve its activation speeds, but also the fact that even the improved performance is below minimum standards.

NetLink Trust was accordingly fined S$400,000 for failing to meet the non-residential QoS standards even after being fined for similar reasons in 2013.

“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,” the regulator said in a statement.

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