Telco complaints Singapore: IMDA figures for Apr to Jun 2026

If you are choosing or recontracting a mobile or broadband plan, IMDA's latest telco complaint figures give you an official way to compare service. Covering April to June 2026 and last updated on 4 September 2026, they show complaints per 10,000 subscribers, how long customers waited for a hotline, and how quickly complaints were resolved, provider by provider. Singtel had the lowest mobile complaint rate in every month, Singtel and StarHub had the lowest broadband rates, and MyRepublic had the most broadband complaints and the longest broadband hotline waits.

Price and speed are easy to compare on a provider's website. What happens when something goes wrong is not, and that is what these figures measure. Below are the numbers, how to read them without being misled, and what to ask before you sign.

Which broadband provider had the fewest complaints?

Complaints per 10,000 broadband subscribers, April, May and June 2026, read from IMDA's charts:

• Singtel: 0.10, 0.16, 0.19
• StarHub: 0.24, 0.15, 0.20
• M1: 0.50, 0.70, 0.80
• ViewQwest: 2.50 in each month
• MyRepublic: 5.32, 5.23, 3.57

Average broadband hotline wait in minutes over the same months:

• ViewQwest: 0.14, 0.22, 0.10
• Singtel: 0.34, 0.25, 0.45
• StarHub: 1.14, 0.50, 1.19
• M1: 1.60, 1.10, 1.90
• MyRepublic: 4.61, 5.00, 4.09

Share of broadband complaints resolved within five days:

• StarHub: 55%, 71%, 78%
• Singtel: 83%, 56%, 64%
• ViewQwest: 22%, 44%, 67%
• M1: 43%, 60%, 52%
• MyRepublic: 33%, 43%, 39%, with 51% of April's complaints taking more than 14 days

Network availability tells you little here: the three providers in IMDA's quality of service report all round to 100%, and IMDA notes that 100% does not necessarily mean there was no downtime. Complaints and waiting times separate providers far more.

Which mobile provider had the fewest complaints?

Complaints per 10,000 mobile subscribers, April, May and June 2026:

• Singtel: 0.01, 0.01, 0.08
• CMLink: 0.18, 0.35, 0.18
• StarHub: 0.16, 0.28, 0.33
• MyRepublic: 0.23, 0.35, 0.35
• M1: 0.30, 0.40, 0.40
• Zero1: 0.64, 0.36, 0.09
• VIVIFI: 0.64, 0.48, 0.16
• SIMBA: 0.37, 0.20, 1.90
• redONE: 1.67, 1.34, 9.17

Average mobile hotline wait in minutes: CMLink about 0.1, Singtel 0.15 to 0.40, StarHub 0.87 to 1.37, MyRepublic 0.96 to 2.03, M1 1.10 to 1.90 and SIMBA 4.00 to 5.00. IMDA marks redONE, VIVIFI and Zero1 as N/A, which it defines as not offering a hotline or live chat for consumer feedback, and notes that SIMBA's helpline serves only customers on its Seniors' Plan.

How should I read these figures?

Three cautions before you treat them as a ranking.

1. Rates are tiny and can swing. At 0.40 complaints per 10,000 subscribers, a provider logs about 40 complaints for every million subscribers in a month. For a provider with few subscribers, a handful of extra cases moves the rate a lot. IMDA does not explain individual spikes such as redONE's 9.17 in June, so read a single month's jump with caution.
2. Rounding hides differences. IMDA rounds to two decimal places and says a 0.00 result does not necessarily mean there were no complaints: the actual figure is not zero but shows up only at or after the third decimal place.
3. A complaint is not the same as a fault. IMDA's definition covers any dissatisfaction with a service that needed follow-up, not only outages or faults. Our inference: a provider that makes complaining easy may also record more complaints.

Used with that in mind, the figures answer a useful question: if this goes wrong, how long will I wait, and how often is it fixed within a week?

What should I check before I sign or recontract?

Turn the figures into questions for the provider you are leaning towards:

• How do I reach a person? If the provider has no hotline or live chat, ask what the written channel's response time is.
• What happens if a complaint is not resolved in 14 days? Ask for the escalation route in writing.
• What will it cost to leave? The Ministry of Digital Development and Information said in a 7 July 2026 parliamentary reply that contracts cannot run longer than 24 months, that early termination charges must be reasonably proportionate to discounts given and the time left, and that telcos must tell you the charge upfront and get your written acknowledgement. Our guide to early termination charges before you recontract works through the numbers.
• Is the plan's total cost clear? Our broadband plan comparison shows how to add up a 24-month contract, and our broadband switching guide covers ending the old one cleanly.

For more side-by-side checks, see the comparing topic.

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