Following a public consultation in 2018 on the Alternative Dispute Resolution scheme (“ADR Scheme“) for the telecommunication and media sectors, the Infocomm Media Development Authority (“IMDA“) issued its decision on 4 March 2022 and announced that it will launch the ADR Scheme which will help work out issues that customers are unable to resolve directly with their telecommunication providers. The Singapore Mediation Centre (SMC) is appointed as the ADR operator to administer the ADR Scheme.
The ADR Scheme is expected to be launched in April 2022, and more information about the scheme will be made available on the IMDA website.
By way of background, in 2016, the Info-communications Media Development Authority Act 2016 was amended to provide IMDA with powers to establish or approve one or more dispute resolution schemes for the resolution of disputes between subscribers and declared telecommunication licensees and designated media licensees, arising from or relating to the provision of services by the licensees to the subscribers. To supplement existing consumer protection measures and provide Eligible Customers access to an alternative platform to resolve disputes with their telecommunication and/or media service providers (“Service Providers“) in an independent, fair and effective manner, IMDA had proposed to establish an ADR scheme for the telecommunication and media sectors.
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