Scenario 1: In January, I’ve made a request for service relocation to a new address. After two weeks, I received an email notifying me that my request is being processed. However, in February, I was shocked to find out that my new home is not in the service coverage area and I must pay the penalty fee to terminate my account. I still want to use the service and I have not made any request to terminate the account, so why must I be penalized?
Answer: For early termination or relocation of service, customer service representative has the obligation to inform the customer of any charges or fees incurred. It is advisable for the customer to read and understand the terms and conditions of the service.
Scenario 2: I placed an order for installation on a certain date earlier this year but no one turned up or gave me a call on the actual day. Therefore, I called the call centre to clarify the status of my order. The customer service representative whom I talked to informed me to wait as they are coming. At the end of the day, no one came and I had to call again to reschedule the installation appointment. I took annual leave for that particular installation yet nobody from the service provider showed up or called to explain their no-show.
Answer: Customer usually will be notified of the installation date one week before the actual installation day. The service provider will also provide the contact number of the installation personnel to the customer for personal reference. If in any case, customer or the service provider needs to reschedule the appointment, proper call notification must be made at least 3 days prior to the scheduled date to prevent any inconvenience to both parties. It is advisable for the customer to check directly with the installation personnel or service provider one day before the installation date if there are any changes to the appointment date.
Scenario 3: I applied for a new SIM card at one of our local Telcos. After completing the registration at one of the service provider’s branches, I headed home only to find out that my SIM card was not activated. In fact, I went to the branch several times after that, but to no avail. My SIM card has not been activated until now. I don’t understand why it is so hard for them to activate my SIM card.
Answer: The standard SLA (service level agreement) for SIM card activation is made within the first four hours. However, for the above case, the service providers diagnosed and recognized that SIM card error was the underlying problem. The replacement with a new SIM card would have resolved the issue.
- The installation and activation of each service depend on several factors which include the availability of the service infrastructure (port, infrastructure readiness such as external and internal wiring and so on).
- You may contact your service provider one day before the actual appointment date to get a confirmation of your installation request.
- In the event that your appointment must be rescheduled or installation cannot be performed on the scheduled date, you will be advised of the new date or tentative date for installation.
- If you are still unable to use a service after four hours, please contact the respective service provider to clarify the activation status.
- If the SIM card is confirmed to be faulty, go to the nearest service provider’s branch/dealer for further assistance.
Part 2: Provisioning of service
Service Providers shall endeavor to provide services within 3 working days from the time the duly completed registration form and supporting documents are received subject to the following:
(a) In the event there are technical complications within the network of the Service Provider during the
provisioning of services, the time for provisioning will be subject to rectification of the technical
(b) Readiness and/or availability of the infrastructure.
(c) The Credit worthiness of a customer.
1.68A Relevant Service Providers shall comply and shall cause their agents to comply with the provisions relating to Standards on Fulfilment of Installation Orders in Determination 1 of 2002.