For a telco billing dispute in Punggol, approach the service provider first with the bill, disputed amount and requested correction. Keep its response and the case reference before considering external dispute resolution.
IMDA’s Alternative Dispute Resolution scheme provides an additional route for eligible telecom and subscription television disputes. Its criteria include a maximum dispute value of S$10,000 and an issue arising within the past year.
The scheme is administered by the Singapore Mediation Centre (SMC). Check the current eligibility rules, exclusions and fees before applying; putting a charge on a phone bill does not automatically bring it within the scheme.
Find your answer
Make the complaint easy to assess · Check the scheme’s scope · Understand the process and cost · Prepare one coherent evidence file
Make the complaint easy to assess
Identify the exact bill and line item. Explain whether you question the amount, the service period, the subscription or the provider’s explanation.
State the remedy you want, such as an explanation, correction or refund of a specified amount. Attach the relevant order confirmation and avoid burying the issue in unrelated correspondence.
Check the scheme’s scope
SMC lists exclusions including over-the-top streaming services and most bill-on-behalf services, with an exception for premium rate services. Other exclusions apply, so read the full list for your situation.
Describe the underlying service accurately. If you are unsure which category applies, ask SMC before paying to start the process.
Understand the process and cost
SMC describes a mandatory preliminary negotiation stage with a 14-calendar-day notice period. Unresolved cases can proceed to mediation or direct determination under the scheme.
Determination is legally binding. Read SMC’s current fee schedule and application instructions carefully, including the initial request fee, before choosing how to proceed.
Prepare one coherent evidence file
Create a dated timeline of the order, charge, complaint and replies. Label the bill and contract so someone unfamiliar with the case can find the relevant information quickly.
For example, distinguish “the promised discount was missing” from “the plan is more expensive than I now want.” Explain the evidence supporting your particular complaint and the amount you are seeking.
Sources and current checks
Guidance checked on 18 October 2026. Confirm the current requirements with the relevant provider or scheme operator before submitting a request.
