Singapore's Infocomm Media Development Authority (IMDA) has launched a public consultation into a proposed new telecoms and subscription TV mediation and adjudication scheme.
The regulator is seeking to introduce an alternative dispute resolution scheme for telecoms and media services to supplement existing consumer protection measures.
IMDA has proposed a two-stage process for the scheme involving mediation followed by adjudication when needed. This process will be designed to incentivize faster resolution by service providers.
Settlements for dispute reached by the mediation stage will be recorded in a written agreement that is binding on both parties. If a dispute reaches adjudication, the decision will be final and binding on service providers if customers accept it.
Customers will be required to first approach service providers to resolve any disputes before escalating any unresolved disputes to this process
IMDA is proposing to make participating in the scheme mandatory for certain operators and media service providers, but customers will have the choice of settling disputes through other avenues such as Singapore's Small Claims Tribunal.
Service providers would be required to cover 90% of the costs of processing a case with customers providing the remaining 10%. Fees for customers are expected to start at S$10 ($7.54) for mediation and at S$50 for adjudication.