MDDI's response to PQ on Penalties for Service Outages that Affected Mobile Services

Parliament Sitting on 12 November 2024

QUESTION FOR ORAL ANSWER

*41. Mr Saktiandi Supaat asked the Minister for Digital Development and Information (a) whether the authorities are looking into the service outages that affected mobile network, broadband Internet and subscription television services in 2024 and consider imposing penalties on service operators when they do not meet the expected service standards; and (b) whether regulatory supervision will be tightened in light of these service outages.

Answer:

The Infocomm Media Development Authority (IMDA) is investigating recent disruptions to mobile, broadband and subscription television services. Preliminary findings suggest that the disruptions were caused by technical issues. There is no evidence of sabotage or cyber attacks.

My Ministry recognises the increasing importance of digital services to the day-to-day activities of consumers and businesses, and the significant impact when disruptions occur. Under the Telecommunications Act and Broadcasting Act, key telecommunications and broadcast service operators are required to put in place robust measures to minimise service disruptions. Operators are held to high levels of service standards in line with international benchmarks. They are required to conduct regular audits and reviews of their network infrastructure and business continuity plans to ensure the resilience of their services.

I would like to assure the House that all service disruptions are taken seriously. Should IMDA’s investigations reveal lapses on the part of operators, firm action will be taken against them, including the imposition of financial penalties and directions to undertake the necessary measures to remedy gaps found.

While every effort should be made to minimise service disruptions, we should plan on the basis that they will not be eliminated. This is especially so given the increasing scale, functionality and complexity of digital systems. The Government will regularly review our regulations for relevance and effectiveness. At the same time, businesses should consider stepping up resilience measures to minimise inconvenience to their customers when disruptions occur.