Advice for Dtac customers

In the release, the company apologised to customers and insisted that the compensation scheme is appropriate.

It is also convinced that by August 31, all customers' demand for compensation would be covered. 

 

 

 

Here is the full release: 

Since this morning, there have been many queries about Dtac’s compensation scheme for our customers who were affected by the service interruption yesterday. We would like to explain to you the following:

·       Once again, we apologise to our customers for the inconvenience caused

·       Our customers are our top priority and we aim to do all that we can to ensure that our customers are satisfied with our products and services at all times.

·       We believe our compensation scheme for this incident and its method of implementation is the most appropriate one for the situation.

·       The impact that yesterday’s incident have to our customers is a limited one. The combined duration of service interruption was 65 minutes. This is roughly divided into 30 minutes each time, between 11.06 am to 11.20 am and between 12.00 noon to 12.45 pm.

·       The number of affected customers is about 20% of our customers, at a maximum. We are also aware that only parts of such customers were making calls or receiving calls during such period.

·       The compensation scheme has been designed on such premise. We are not selective in our scheme, rather we want to focus our efforts on customers who are directly affected by the incident.

·       The free voice minutes that we offer to our customers, both pre-paid and post-paid, are at an average of 10 times their normal daily usage, which we believe is a fair and reasonable compensation. We have to place some restrictions on the time period that the free minutes are used, especially for pre-paid customers, because they are the majority of our customers and we do not want the use of their free minutes to impact other customers during peak usage hours.

·        Our compensation scheme also takes into account both our normal sim card customers and internet sim card customers. Our internet sim card customers will be compensated in a similar way.

·       We apologise for the heavy congestion of calls to the call-in number earlier this morning. Our customer call-in numbers can accommodate over 1.2 million customers per day. We believe that, by the end of this coming Friday, which is 31 August, we should be able to accommodate all the affected customers. However, we will continue to closely monitor the situation to see whether an extension of the call-in period is necessary.

·       We urge our customers call the call-in number at their convenience at any time of the day. Our operators are standing by 24 hours to provide their service. There is no need to rush. We should be able to look after all customers who called.

·       Once again, we at Dtac would like to express our sincere apology to our affected customers for the inconvenienced caused. We also would like to thank you for your patience with us. We continue to stand by the high quality of our network and service and the quality of our hard working people. Our top priority is to provide the best possible service to our customers and we hope that all our customers today will be our life-long customers for years to come.