---
title: "Broadband problems in Singapore: provider complaints and IMDA’s ADR scheme · Kilobat Guides"
url: "https://kilobat.app/guides/singapore-broadband-imda-complaint"
description: "Approach your Singapore broadband provider first, give 14 days’ notice and use IMDA’s ADR scheme for mediation or a binding determination."
---

# Broadband problems in Singapore: provider complaints and IMDA’s ADR scheme

Approach your provider first. If the dispute stays unresolved, IMDA’s ADR scheme offers mediation and a binding determination for a fee.

Applies to: Home internet on Windows, macOS, phones and tablets. No Kilobat account or app required. · Checked: 6 November 2026

## When this helps

- Your home internet service is in Singapore.
- A persistent fault or speed problem remains unresolved.

## Record the fault and your plan

Keep outage dates, test results and your plan’s speed wording. IMDA requires operators to publish typical speeds as well as the maximum.

Use the same speed test each time, over a cable as well as Wi-Fi.

## Approach the provider first

1. Contact the provider and try to resolve the dispute.
2. Keep its case reference and written answers.
3. Before formal ADR, give the provider 14 days’ notice that you intend to use it.

## Use IMDA’s ADR scheme

Singapore Mediation Centre runs the scheme for IMDA. Providers must take part once you opt in.

It covers fixed broadband disputes up to S$10,000 that arose within the past year. Customer service complaints and lost profits are outside the scheme.

Mediation costs you S$10. A determination costs S$225 after mediation, or S$375 if you go straight to it. A determination is binding.

## Quality of service standards

IMDA sets quality of service standards for fibre broadband, such as network availability above 99.9% a month. Breaches lead to fines paid to IMDA, not compensation to customers.

Ask the provider for any rebate your contract describes.

## Prepare your complaint

Use the [complaint template](https://kilobat.app/guides/broadband-complaint-letter) to state the problem, evidence and requested resolution. Keep the tone factual.

You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.

## Still stuck?

You can ask for help at [ping@kilobat.app](https://kilobat.app/internet-problems#ask). Send your symptoms and reviewed test results, with or without Kilobat.

## Provider pages

Outage tools, equipment checks and how to complain, provider by provider.

- [Singtel](https://kilobat.app/guides/singtel-slow-internet-complaint): Singtel WiFi 7 Router
- [StarHub](https://kilobat.app/guides/starhub-slow-internet-complaint): StarHub TP-Link router

## The evidence pack

In Kilobat’s Health, click Report… and the Complaint tab takes you through four steps: the problem, your evidence, your request and a review. Then Kilobat Pro builds one PDF: a summary, a letter ready to send, your speed against your plan, every outage and the rule that applies, saved beside the evidence file it came from. The Quick report is free; the Complaint tab, its PDF pack and the outage-credit estimate and claim are part of Kilobat Pro.

Page 3: every speed test charted against the advertised speed and the guaranteed minimum, with evenings against the rest of the dayPage 2: the complaint letter, with the problem, the plan and contract wording, the measurements, the requested resolution and a date to reply byPage 1 of a sample complaint pack: the verdict, eight figures from advertised speed to time without internet, a credit estimate and the contents

Example complaint pack. Yours is built from your own measurements; you review every page before you send it.

[See the complaint pack](https://kilobat.app/internet-complaint) [Pro, $29 once](https://kilobat.app/#pricing)

## Sources

- [IMDA: Alternative Dispute Resolution scheme](https://www.imda.gov.sg/infocomm-regulation-and-guides/infocomm-regulation/alternative-dispute-resolution)
- [Singapore Mediation Centre: telecommunication and subscription TV ADR](https://mediation.com.sg/service/telecommunications/)
- [IMDA: quality of service](https://www.imda.gov.sg/regulations-and-licensing-listing/dealer-and-equipment-registration-framework/compliance-to-imda-standards/quality-of-service)
- [IMDA: consumer broadband](https://www.imda.gov.sg/infocomm-regulation-and-guides/infocomm-regulation/consumer-broadband)

Checked on 6 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.
- [Broadband consumer-rights changes: complaint deadlines and speed evidence](https://kilobat.app/guides/internet-customer-rights-updates): Check the effective date and service type before using a new rule.