Telcos will also have to publish their consumer complaint statistics regularly, starting from the first half of this year.
"When a case is brought to the ADR, it will be mandatory for service providers to participate in the resolution process," said Mrs Teo, who described existing dispute resolution options as"costly and less consumer-friendly." Once a case is filed by the consumer, the service provider will be given a 14-day notice period to negotiate and resolve the dispute first, before a formal dispute resolution process under the scheme kicks in.
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